ITSM for non IT managers

IT SERVICE MANAGEMENT FOR NON-TECHNICAL MANAGERS AND EMPLOYEES

Danil DintsisPh. D., PMP®, EXIN® accredited trainer

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[email protected]

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(HOW CAN YOU EFFECTIVELY WORK WITH YOUR IT PEOPLE)

BRIEF ABOUT THE PRESENTER

Ph. D. in System Analysis (Doctorate degree, ISCED verified)

Ph.D. in Technical management (Candidate degree, ISCED verified)

Portfolio manager and IT consultant, teacher and coach for 15+ years with the following certifications:

PgMP (Program and)PMP® (Project Management professional)

EXIN accredited trainer for ITIL®, MOF®, Cloud computing, Operation services and Analysis (OSA®)

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AUDIENCE OF THE WEBINAR

Financial managers, bookkeepers

Designers and artists

CAD engineers

Office employees

Many – many others!...

IT – IS A PROBLEM, BUT SOLUTION AS WELL!

How ITSMmay help us?

Or a part of solution

Information Technologies

Is it a problem?

WHAT IS ITSM

Measurable targets for IT

IT supportsMain business

IT as a Service Business-IT alignment

STEP1. ALIGN YOUR BUSINESS NEEDS WITH IT TOOLS

DEFINE IN SIMPLE WORDS: WHY DO YOU NEED IT SERVICES

Designer: “I need Adobe Photoshop, Corel, I need a colored printer and Internet access to search images, examine new trends by competitors”.

Bookkeeper: “ I need a stable bookkeeping system, especially at the reporting periods. I need updates for all tax regulations…”

Salesman: “I want to see relationship and purchasing history for each customer, its calendar events. E-mail and VoIP collaboration MUST be integrated. I should have access to the CRM system from any location”

Top manager: “I need reports, analytical information, 24h access to my e-mail account, fast calls to my assistants”

WHAT INFLUENCE MAY IT HAVEON MAIN BUSINESS PROCESSES

What are the risks and opportunities of using IT services?

What is the value added by IT?

How can we measure IT service value?

SERVICE CATALOGUE - CHOOSE SERVICES YOU REALLY NEED

Service catalogue contains full and transparent set of services, KPIs, and components

SERVICE CATALOGUE: STEP TO TRANSPARENCY

SC includes at Business level: Service attributes

Support days and hours

Service manager

Service KPIs (for example, Availability level, Restoration time in case of a failure, consulting services, regular updates, etc.)

Thresholds: No more than 3 seconds to restore a critical service (Internet banking system)

No more than 4 hours to restore Corel Draw (re-install)

Reporting tools and periods, e.g: Excel

Dashboards…

Escalation contacts

Service cost

STEP 3. SERVICE LEVEL AGREEMENT

Agreement between IT Department/outsourcing provider and business department

Regulates certain service conditions, KPIs, and interaction procedures for a single IT service or a group of IT services provided for this business unit

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SLA PROCEDURES EXAMPLES

Call process procedure

RFC process

Regular activities procedure

KPIs

Control procedure

Escalation procedure

Third-party dependencies (e.g. Internet provider and/or external Datacenter)

CONTROLLING SLA – CLEAR VISIONOF IT ACHIAVEMENTShttp://i-mokymas.com

STEP 4. CSI – IMPROVE CONTINUOUSLY

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THANK YOU!

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