Selecting ITSM Software Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com Vice President, ServiceSphere [email protected]
May 17, 2015
Selecting ITSM Software
Confidential, All Rights Reserved, ServiceSphere™ 2008http://www.servicesphere.com
Vice President, [email protected]
Overview
• How to Select a ITSM Service Desk Software Vendor, and Not Regret it Later!
Planning committees, budgets, demos, and hyperbole, OH MY! Learn from our years of selling software, the questions to ask, and when to walk away. A bridge from the Saints to the Sinners, let us help you make key decisions and vet your vendors before you sign your service desk life away! Your guide starts with this presentation!
Confidential, All Rights Reserved, ServiceSphere™ 2008http://www.servicesphere.com
Agenda
Welcome – ServiceSphere- Chris Dancy
Disclaimer
The Need?
The Warning!
First Things First
Searching
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Agenda
FUD Shields Activate
Pick of the Litter – The Demo
Pick of the Litter – The Aftermath
Second Guess Yourself
I Now Pronounce You Chuck & Larry
SEND QUESTIONS VIA CHAT
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Welcome
• Service Desk and Social Media, Why You Should Meet Your Users On Their Terms
• A 12-Step Program for Your Staff When Supporting Your Users Becomes a Codependent Nightmare
• Survey Says! 10 simple rules to transform your surveys.
• How to Select a IT Service Management Software Vendor, AND not regret it later.
• Support Goes Home: How organizations deal with the number of users accessing technology from home.
• ITIL in the Small Organization • What happens when you get a Ferrari and you have no Drivers License:
Getting the ITSM Tool of your Dreams?• The real cost of FCR
Confidential, All Rights Reserved, ServiceSphere™ 2008http://www.servicesphere.com
Welcome - ServiceSphere
Confidential, All Rights Reserved, ServiceSphere™ 2008http://www.servicesphere.com
Thought Leadership around IT Service Management
Sharing Information with the ITSM CommunityWebinars
Video Best Practices
Blogs
Social Media Twitter - LinkedIn
Live Support
Welcome - ServiceSphere
Confidential, All Rights Reserved, ServiceSphere™ 2008http://www.servicesphere.com
ITSM
Professional Services
ITSM
Integration Tools
ITSM
Service Virtualization
Welcome
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Offices on Three Continents
24x7x365 Follow The Sun Support
Full Range of Collaboration Offerings
Welcome – Chris Dancy
Started as a Help Desk Tier One 1990Moved to Help Desk ManagerFrontRange HEAT & ITSM ConsultantIntegrations Product Manager for Service Desk & Desktop Management ToolBusiness Development / Thought Leadership TouchpaperFounder ServiceSphere
Confidential, All Rights Reserved, ServiceSphere™ 2008http://www.servicesphere.com
Give Away & Recommended
Confidential, All Rights Reserved, ServiceSphere™ 2008http://www.servicesphere.com
Goal
• Organization Focused / Vendor Agnostic• To give an over view of the process – There is much
more to the planning than will be covered.• Best Practices for RFI/ Demo/ POC• To Help IT Service Desk / Help Desk Consumers Vet
Vendors.
Confidential, All Rights Reserved, ServiceSphere™ 2008http://www.servicesphere.com
Disclaimer
The most signed up webinar of the seriesWelcome Vendors?!?Suggestions are a reflection on a history with ITSM software, NOT any one one vendor.Catalyst for topic was HDI event I attended.Direct endorsements are done on a client by client basis.This topic could be multiple sessions.
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The Need
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Analyze Your NeedOut of Maintenance
Software for the sake of software
Leadership Change
ITIL Kool-Aid
Before you Jump, give your internal processes some attention. “Any process will improve with some attention” –The IT Skeptic
The Warning
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No matter how good the decision, some one will no be happy.
This will be a political processes so check your egos at the door
Remember, Vendors need you. It’s a buyers Market; NOW, more than ever.
Consider bringing in a specialist to help guide you through the process of selection.
The Warning
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"I have since come to understand that the answer eluded me because it required a lesser mind, or perhaps a mind less bound by the parameters of perfection“
Software will not solve your problems…..Process won’t make your software any better. People are the only thing that will make this happen.
First Things First
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Build your Noah’s Arch (Team / Community)
Make Your First Meeting About Communication Channels. USE those channels!
SharePoint
Avoid Email if Possible
First Things First
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Define Business RequirementsWhat is the Scope (BEWARE)
Budget (No need for the kitchen sink)
Timeline (Plan now for at least 24 months out)
Project Plan
Define CriteriaTalk to your Customers
Talk to your Level One Techs
Create your DREAM LIST
First Things First
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First Things First
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HDI C. Farver Project Plan
First Things First - Considerations
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Create Single GATEKEEPER for all external communications.
RFP/RFI (check box warning)
Keep it under 200 pages!
ITIL Kool-AidService Catalog
Self Service
CMDB?
Department Creep
First Things First - Considerations
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Clone Wars
Searching
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Analysts
Trade Shows
Industry / Peer Review
Vendor Forums
Social Media
Searching - Analysts
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See Past Uranus
Searching - Analysts
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See Past Uranus
Searching – Trade Shows
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Stand back and watch
Talk to Attendees
Booth Size = To the Lack of One on One Attention
Don’t use your work email in registration
Searching – Industry Peer
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Attend Local User Groups
Subscribe to Newsletters
Talk to Attendees
Get active in forums and leadership in local groups.
Searching – Vendor Forums
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When possible sign up to tech forums on Vendor Sites.
http://support.XXXXX.com
News Groups (Google search under “Groups”)
Searching – Social Media
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LinkedIn – Answers
Google Vendor XXXX “problem”, etc.
BEWARE OF TROLLS
FUD Shields Activated
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HyperboleROI (return on ignorance)
Federated (POC)
Configuration – Customization
SaaSy (Is your head in the clouds?)
Analyst X “Says…..” (the economy is strong)
% of FTE (people don’t come in fractions, installation vs maint.)
FUD Shields Activated
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HyperboleIntegration (yea right…see the matrix)
Process (only for cheese)
TCO (ok for prius)
Module (you are kidding me?)
Road Maps (your trippin)
Remember if You Want a BURGERBakery
Butcher
Farmers Market
FUD Shields Activated
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Remembering biblical verses doesn’t make someone spiritual
Pick of the Litter – The Demo
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Create your own scriptScript 3-4 average scenarios in your environment.
Do NOT go by the standard demo.
The Demo ExplorationDuring the scenarios, ask for a change that was not mentioned in the script.
Make That ChangeEveryone can make changes to the systems, ask for that change to be there after a closure of the system.
Pick of the Litter – The Demo
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Record the demo if possible.
Give the presenters at least 30 minutes to setup.
Look for attention to detail; Your Users, Your Logo, Your Work flow, Your Categories.
Make sure the vendor understands your line of business and has studied your organization, ask questions about your organization to the vendor.
Core Product Gottcha!
Be on the watch for good cop / bad cop.
Pick of the Litter –The Aftermath
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SPOC
Beware of References
Remember that BIG NAMES usually have multiple service desks.
Ask to Speak to a customer that is in the middle of an implementation.
Ask to audit for a day, education (priceless).
Pick of the Litter –The Aftermath – Part 2
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Visit an installation
Create a Proof of Concept for Last Two Vendors
Do not over buy, the modules will be there later
Interview technical consultants
TAKE YOUR TIME, DO NOT BE PRESSURED BY END OF MONTH/QUARTER!
Second Guess Yourself
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Licensing
Training
Knowledge
Service Catalog / Self Service
Leave your old stuff behind
Canned Reports belong THERE
Have a back up, that didn’t make the cut (Politics)
I Now Pronounce YouChuck & Larry
Confidential, All Rights Reserved, ServiceSphere™ 2008http://www.servicesphere.com
Invest Time in running dual systems
Invest Time Marketing The “NEW” Service Desk to the entire organization.
News Letter
Promotions and Contests
Signs and Banners
Take Time For YouThis decision is good for 24 months! (Just Kidding)
Prize Time
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PRIZE TIME!
• First Person To Email and Correctly Answer:
• Question: Name Two FUD Terms to Beware Of!
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Coming to a Webinar Near You
Support Goes Home: How organizations deal with the number of users accessing
technology from home. Details: The 1990 United States census showed over 2 million home
based workers.Studies by IDC estimate in 2007 this number increased to over 8 million teleworkers.The facts are in, knowledge
workers are staying home.The Service Desk has to rise to these new challenges, and the pain is real. Find out how your service
centers can adapt as support goes home!
Friday July 24, 2009
Confidential, All Rights Reserved, ServiceSphere™ 2008http://www.servicesphere.com
Thank You
Thank you!
For more information on how ServiceSphere can help with Customer Satisfaction and process improvement
strategies, contact :
http://www.servicesphere.com
Confidential, All Rights Reserved, ServiceSphere™ 2008http://www.servicesphere.com