Innovative practices in service delivery
Post on 04-Jul-2015
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Innovative Practices in
Service Delivery
Chad Gniffke
Brendan Cosgrove
IT Service Delivery is
like SNOW removal
In many places in
the world, it snows.
After a big snow
storm, someone
needs to clean it up.
There are 4 levels of
snow removal.
What is level 4?
The 4 Levels of
IT Service Delivery
Level 1 IT Service Delivery
• Manual
• Very little standards
• Time intensive
Level 2 IT Service Delivery
• Decentralized
• Managed Through
Remote Control
• Antivirus Standards
• Backup Standards
• Security Patching
Level 3 IT Service Delivery
• Centrally Managed
• Automated
Alerts/Monitoring
• Security Patching
• Managed AV
• Managed Backup
• Script utilization
Level 4 IT Service Delivery
• Process, Flow,
Measurement
• Self Healing
• Preventative Scripting
• Culture of Kaizen!
Level 4
IT Service Delivery
Stopping the snow all together
Standard Process
• Build them
• Company buy in
• Keep accountable
Flow
• Improving
flow or
smoothness
of work– False positives
– Escalation polices
WASTE
FLOW
• Any movement by
people or equipment
that does not add
value
• Defects, rework,
repair or waste in its
simplest form
Measurement
Use visuals so no
problems are hidden
Preventative Scripting
• Start manual
• Build 3
• Go BIG
Self Healing
Kaizen
NOC Services
Help Desk Services
Professional Services
Consulting Services
People Process Technology
• Presentation available on:
–www.slideshare.com/chadgniffke
Thank You
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