#TFT14 Howard Kendall, Never mind the B******s

Howard Kendall

Never mind the B******s, this is for real!

www.servicedeskinstitute.com

Never mind the B******s, this

is for real!

Howard Kendall – SDI Founder

February 2014

Surprise | Delight | Inspire



A Brief History

The Service Desk Institute was founded in 1988

We are Europe’s only support network for IT Service Desk professionals, and its 800 organisation members span numerous industries.

Acting as an independent adviser, SDI captures and disseminates creative and innovative ideas for tomorrow’s service desk and support operation.

SDI sets the best practice standard for the IT support

industry and is the conduit for delivering knowledge and

career enhancing skills to the professional community,

through membership, training, conferences, events and

industry awards.

The SDI offers the opportunity for international recognition of the support centre operation through its globally recognised Service Desk Certification programme.


Agenda

• This is MY view. Yes, many of the ideas fit with SDI’s ethos and standards, but some won’t. I might get irreverent.

• The ITSM and Service Desk landscape

• Why so much B******* out there

• Any good stuff?

• And now what to do with it!


And Guess What?

• Outside market influence

• Vested interests & money…..

• New? Really?

• Thought – brilliant idea before the money!


Where we start


So where are we?

• Mature industry

• Importance high

• Dependence growing

• Knowledge high

• Patchy performance

• Patchy perception

• Erratic business value

• Rubbish promotion


What’s out there?

• AGILE + DEVOPS

• LEAN, SIX SIGMA, EFQM

• BIG CUSTOMERS data

• SFIA

• VOICE BIOMETRICS

• APPS + BYOD shadow it

• SCRAP SERVICE DESK

• BASIC ITSM

• COMMON SENSE

• ITSMF BIG 4

• GURUS/CONSULTANTS

• OBASHI

• MITUS

• 6,7,8, 300 STEPS

• BSI + ISO STANDARDS


Agile Method….


DEVOPS


Been here!


Scrum down!

• Backlog target

• Agile sprinting

• Teams work in unison

• Common goals/methods

• Agreed measures

But aren’t we doing this already?


Quality Methods


Look Familiar?


Your next steps – SIX !!

1. Tailored research

2. Cherry pick best stuff

3. Review - work with your current ? - assess work ?

a. Decide - update or replace

b. Pilot ‘new’ and tweak

c. Set fresh targets, measure success, refine as needed

SIMPLE, HUH?



Thank You!

21 High Street

Green Street Green

Orpington

Kent

BR6 6BG

01689 889100

[email protected]

@sdi_institute

Q&A

With thanks to our slides sponsor, CA Technologies

Try Nimsoft for free at

ca.com/NSD-trial

http://bit.ly/1df6jY7









#TFT14 Howard Kendall, Never mind the B******s

Business

tomorrows service desk

service desk professionals

service desk landscape

support industry

service desk basic itsm

support operation

support centre operation

surprise delight inspireqawww