It doesn’t have to be Big & Complicated Michael Maley, CTO Practical Steps and Pragmatic Foundation for Success in ITSM
Dec 09, 2014
It doesn’t have to be Big & Complicated
Michael Maley, CTO
Practical Steps and Pragmatic Foundation for Success in ITSM
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PurposeIdentify what is important
Define what works
Provide a successful framework to achieve results
Provide real life example
Highlight what you will need going forward beyond tactical steps
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Successful Enabler20+ Years Delivering in and Optimizing Technology Organizations
Broad Industry Experience
Numerous Successful ITSM Implementations
ITIL Certified Manager
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What is importantRight Business PriorityBalance WorkloadEfficient WorkflowClear ValueWhat is Going OnIdentify IssuesConfidenceCosts
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Practical versus PragmaticPractical
From the gut – “truthiness”
PragmaticBase on facts and tangible measures
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What doesn’t workMore WorkloadSubstantial KnowledgeReligious Conversion3 Attributes or Less
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What does work
Tactical ActionsTangible ResultsIncremental StepsBusiness based MetricsReducing OverheadAutomating Process, Not Tracking
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Capability
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Core Areas
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Specific Areas to Improve
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Incremental: Activity: IncidentAction you can take
tomorrowSchedule RegularlyInclude relevant
stakeholdersFocus on top 5
IncidentsIdentify Ways to
Improve
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Example: Critical Incident ReviewGoals
Identify ImprovementsAdvocate the customerImprove our response
QuestionsWhoWhatWhenHow
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What You NeedIntuitive GatewaySimplified MeasurementsReal Time MetricsAssured Business Aligned PriorityBuilt in tools for Continual OptimizationAutomation of your business processes, not just a
tracking solution
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ConclusionIncremental StepsDeliver Business ValueTangible ResultsReduce OverheadDrive to Real Time
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QuestionsThank you
Michael Maley, CTO, [email protected]
www.navascend.net
The leader in SaaS based ITSM BPMS Solutions.
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Questions1. What small steps have you taken that substantially improved any aspect
of your ITSM activities.
2. If you could do one thing tomorrow, what action would you take to:
1. Reduce restoration effort?
2. Isolate root cause?
3. Improve your customer’s experience?
4. Improve the quality of your service?
3. If you had 30 minutes with a process owner, what guidance would you give them that would help them improve their activity?