HDI Capital Area Meeting Slides August 28, 2015

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(August 28, 2015

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Thank You HDI CA 2015 Sponsors!!

Today’s speaker

Get smART! With Cherwell Software ambassador

and IT industry legend Malcolm Fry

Get SMArt!

Malcolm'Fry'Cherwell'and'ITSM'Ambassador'

No NOT that Get Smart

Salvador Dali

George Seurat

Claude Oscar Monet

John William Waterhouse

L S Lowry

Stephen Wiltshire

Bev Doolittle

Leon Keer

Banksy

Am I having a Dali moment?Or Is it a A moment?

Which one do you prefer?

•  Workarounds'are'one'dimensional'•  Look'at''services'with'an'open'mind'•  Percep@on'is'the'key''

•  Don’t'accept'vague'or'incomplete'•  Feel'good'is'good'for'staff'•  Stay'focused'on'staff'and'services'

•  The'danger'is'in'the'detail'•  Precision'takes'@me'and'resources'•  Result'is'not'always'what'you'wanted'

Or is it one of these?

•  The'struggle'for'100%'•  You'need'a'team'dream'•  The'clearer'the'dream'the'beKer'the'results'

•  Don’t'manage'chaos'eliminate'chaos'•  Plan'L'get'involved'in'change'etc.'•  Get'involved'in'new'services'L'ques@onnaire'

•  You'can'achieve'great'services'with'guts'•  Document'quality'AND'performance'•  Develop'staff'to'meet'their'poten@al'

Or maybe one of these?

•  Always'review'before'accep@ng'•  Look'for'hidden'anomalies'•  Learn'from'experience'–'knowledge''

•  Keep'your'ITSM'perspec@ve'•  Go'to'the'correct'mee@ngs'•  Look'from'every'angle'–'customer'first'

•  Make'your'presence'felt'•  Issue'reports'that'impress'•  ITSM'will'inherit'the'world'

If you ran an art museum!!!

Lowe Museum Miami

Typical ITIL gallery

Service'Transi@on'

Service''Opera@on'

Service''Design'Con@nual'Service'Improvement'

Service''Strategy'

Financial'Management'for'IT'Services'

Service'PorVolio'Management'

Demand'Management'

Strategy'Management'for'IT'Services'

The'7'step'improvement'process'

Transi@on'Planning'and'

Support'

Change'Management'

Service'Asset'&'Config.'Management'

Release''&'Deployment'Management'

Service'Valida@on'and'Tes@ng'

Change'Evalua@on'

Knowledge'Management'

Event'Management'

Incident'Management'

Request'Fulfilment'

Problem'Management'

Access'Management'

Service'Catalog'Management'

Service'Level'Management'Availability'

Management'

Capacity'Management'

IT'Service'Con@nuity'Management'

Informa@on'Security'Management'

Supplier'Management'

Service'Desk'

Technical'Management'

IT'Opera@ons'Management'

Applica@on'Management'

Business'Rela@onship'Management'

Design'coordina@on'

Service'Transi@on'

Service''Opera@on'

Service''Design'Service''Strategy'

The ITIL / ITSM Honeycomb Approach

ITIL'from'a'different'viewpoint'

ITSM life cycle

Transi@on'Planning''and'Support'

Change'Management'

Service'Asset'and''Config.'Management'

Release'and'Deployment'Management'

Service'Valida@on''and'Tes@ng'

Evalua@on'

Knowledge'Management'

Service''Transi@on'

Event'Management'

Incident'Management'

Request'Fulfilment'

Problem'Management'

Access'Management'

Opera@onal'Ac@vi@es'in'other'Lifecycle'Phases'

Service'Desk'

Technical'Management'

IT'Opera@ons'Mgt'(Control'&'Facili@es)'

Applica@ons'Management'

Service''Opera@on'

Service'Catalog'Management'

Service'Level'Management'

Availability'Management'

Capacity'Management'

IT'Service'Con@nuity'Management'

Informa@on'Security'Management'

Supplier'Management'

Requirements'Engineering'

Data'&'Informa@on'Management'

Service'''Design'

Financial'Management'

Service'PorVolio'Management'

Demand'Management'

Service'''Strategy'

Change'

Management'

Service'Asset'

and'

Configura6on'

Management'Release'and'

Deployment'

Management'

Event'

Management'

Incident'

Management'

Request'

Fulfilment'

Problem'

Management'

Service'Desk'

Access'

Management'

IT'Opera6ons'

Management'

(Control'&'

Facili6es)'

ITIL'Processes'I'The'ACTION'processes'

Change'

Management'

Service'Asset'

and'

Configura6on'

Management'Release'and'

Deployment'

Management'

Event'

Management'

Incident'

Management'

Request'

Fulfilment'

Problem'

Management'

Service'Desk'

Access'

Management'

IT'Opera6ons'

Management'

(Control'&'

Facili6es)'

Service'

Catalogue'

Management'

Service'Level'

Management'

Service''

Valida6on'

and'

Tes6ng'

Change'

Evalua6on'

Knowledge'

Management'

The'sevenIstep'

improvement'

process'

ITIL'Processes'I'The'INFLUENCERS'processes'

Change'

Management'

Service'Asset'

and'

Configura6on'

Management'Release'and'

Deployment'

Management'

Event'

Management'

Incident'

Management'

Request'

Fulfilment'

Problem'

Management'

Service'Desk'

Access'

Management'

IT'Opera6ons'

Management'

(Control'&'

Facili6es)'

Applica6on'

Management'

Availability'

Management'

Capacity'

Management'

Demand''

'Management'

Transi6on'

Planning'and'

Support'

Technical'

Management'

Service'

Catalogue'

Management'

Service'Level'

Management'

Service''

Valida6on'

and'

Tes6ng'

Change'

Evalua6on'

Knowledge'

Management'

The'sevenIstep'

improvement'

process'

ITIL'Processes'–'The'RESOURCING'processes'

Change'

Management'

Service'Asset'

and'

Configura6on'

Management'Release'and'

Deployment'

Management'

Event'

Management'

Incident'

Management'

Request'

Fulfilment'

Problem'

Management'

Service'Desk'

Access'

Management'

IT'Opera6ons'

Management'

(Control'&'

Facili6es)'

Applica6on'

Management'

Availability'

Management'

Capacity'

Management'

Demand''

'Management'

Transi6on'

Planning'and'

Support'

Technical'

Management'

Financial'

Management'

for'

IT'Services'

IT'Service'

Con6nuity'

Management'

Service'

PorRolio'&'

project'

Management'

Informa6on'

Security'

Management'

Supplier'

Management'

Strategy''

Management'

for'

IT'services'

Business'

Rela6onship'

Management'

Design'

coordina6on'

Service'

Catalogue'

Management'

Service'Level'

Management'

Service''

Valida6on'

and'

Tes6ng'

Change'

Evalua6on'

Knowledge'

Management'

The'sevenIstep'

improvement'

process'

ITIL'Processes'I'The''UNDERPINNING'processes'

Change'

Management'

Service'Asset'

and'

Configura6on'

Management'Release'and'

Deployment'

Management'

Event'

Management'

Incident'

Management'

Request'

Fulfilment'

Problem'

Management'

Service'Desk'

Access'

Management'

IT'Opera6ons'

Management'

(Control'&'

Facili6es)'

Applica6on'

Management'

Availability'

Management'

Capacity'

Management'

Demand''

'Management'

Transi6on'

Planning'and'

Support'

Technical'

Management'

Financial'

Management'

for'

IT'Services'

IT'Service'

Con6nuity'

Management'

Service'

PorRolio'&'

project'

Management'

Informa6on'

Security'

Management'

Supplier'

Management'

Strategy''

Management'

for'

IT'services'

Business'

Rela6onship'

Management'

Design'

coordina6on'

Service'

Catalogue'

Management'

Service'Level'

Management'

Service''

Valida6on'

and'

Tes6ng'

Change'

Evalua6on'

Knowledge'

Management'

The'sevenIstep'

improvement'

process'

''Check' ''Do'''Act''''

Plan'

ITIL'Processes'I'The'complete'view'

Change'

Management'

Service'Asset'

and'

Configura6on'

Management'Release'and'

Deployment'

Management'

Event'

Management'

Incident'

Management'

Request'

Fulfilment'

Problem'

Management'

Service'Desk'

Access'

Management'

IT'Opera6ons'

Management'

(Control'&'

Facili6es)'

Applica6on'

Management'

Availability'

Management'

Capacity'

Management'

Demand''

'Management'

Transi6on'

Planning'and'

Support'

Technical'

Management'

Financial'

Management'

for'

IT'Services'

IT'Service'

Con6nuity'

Management'

Service'

PorRolio'&'

project'

Management'

Informa6on'

Security'

Management'

Supplier'

Management'

Strategy''

Management'

for'

IT'services'

Business'

Rela6onship'

Management'

Design'

coordina6on'

Service'

Catalogue'

Management'

Service'Level'

Management'

Service''

Valida6on'

and'

Tes6ng'

Change'

Evalua6on'

Knowledge'

Management'

The'sevenIstep'

improvement'

process'

''Check' ''Do'''Act''''

Plan'

ITIL'Processes'–'Iden6fy'the'anomalies'

Release'and'

Deployment'

Management'

Incident'

Management'

Request'

Fulfilment'

Problem'

Management'

Service'Desk'

Availability'

Management'

Capacity'

Management'

Demand''

'Management'

Financial'

Management'

for'

IT'Services'

IT'Service'

Con6nuity'

Management'

Informa6on'

Security'

Management'

Supplier'

Management'

Business'

Rela6onship'

Management'

Service'

Catalogue'

Management'

Service'Level'

Management'

Knowledge'

Management'

ITIL'Processes'–'Iden6fy'the'anomalies'

Release'and'

Deployment'

Management'

Incident'

Management'

Request'

Fulfilment'

Problem'

Management'

Service'Desk'

Availability'

Management'

Capacity'

Management'

Demand''

'Management'

Financial'

Management'

for'

IT'Services'

IT'Service'

Con6nuity'

Management'

Informa6on'

Security'

Management'

Supplier'

Management'

Business'

Rela6onship'

Management'

Service'

Catalogue'

Management'

Service'Level'

Management'

Knowledge'

Management'

Create'your'own'view'

Release'and'

Deployment'

Management'

Incident'

Management'

Request'

Fulfilment'

Problem'

Management'

Availability'

Management'

Capacity'

Management'

Service'Desk'

Demand''

'Management'

Financial'

Management'

for'

IT'Services'

IT'Service'

Con6nuity'

Management'

Informa6on'

Security'

Management'

Supplier'

Management'

Business'

Rela6onship'

Management'

Service'

Catalogue'

Management'

Knowledge'

Management'

Service'Level'

Management'

Create'your'own'view'

Art is every?here just look for it

Bev Doolittle

Thanks [email protected]

ThanksMalcolm Fry

ITSM an. Cher?ell Ambassa.or