Help Desk of the Future: Service Management Center

with George Spalding

ITIL Conceptual Model

Service Level Management Manage the Services

(Optimization of current structure, correct configuration and complexity to meet business needs)

(Healthy growth, customer confidence, meet new business needs)

(Disaster recovery plan, survival, reduce user impact or major unexpected failure, risk, vulnerability)

stewardship, allocation, forecast, optimum VFM, good ROI)

IT Service Support (Day-to-day operation and support of IT services)

Incident Management Manage Incidents

(Get users back online, up and running and satisfied)

Problem Mgmt Manage Errors

(Remove repetitive problems from the infrastructure)

Change Mgmt Manage Changes

(Ensures changes are fast, easy, consistent and authorized)

Release Mgmt Manage Software Distribution

(Software control, updates and batch processes)

Security Management Manage confidentiality, integrity, availability

IT Service Delivery (Long-term planning & improvement of IT service provision)

(Specifying/defining services, catalogues, service level agreements, operational level agreements, monitoring and reporting)

Availability Mgmt Manage the Present

Capacity Mgmt Manage the Future

Continuity Mgmt Financial Mgmt Manage the What Manage the Cost (Cost effective ifs

Customer Relations & Service Planning

Integrated Service Desk

Configuration Management Manage Configuration Items

The Bottom Line

Process improvement should be done to help the business not for its own sake.

In God we trust, all others bring data.

- W. Edwards Deming
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IT Process Maturity (CMMI & SPICE)

IT Organization

Ad-hoc

Repeatable

Integrated
4

Call for Action

Business-driven IT department priorities result in IT service management and support pressure:
Provide On-Demand Services utility model Respond to increased service demand shrinking budgets Create effective Enterprise-wide service delivery structures and accountabilities Demonstrate Business Value and impact of IT Improve Credibility of IT

Organizational Maturity
High

Value-Added Focus Business Focus Customer Focus Product/Service Stage 4 Stage 3 Stage 2

Stage 5

Influence on the Business

Technology

Stage 1

Low

Organizational Maturity
High

Value-Added Focus Business Focus Customer Focus Product/Service Stage 4 Stage 3 Stage 2

Stage 5

Influence on the Business

Technology

Stage 1

Low

Technology Stage 1
Vision and strategy
Business views role of IT as Infrastructure provider (hardware, software and network provider). No clear vision statement on role of IT.

Steering
Principally driven by cost. Stability, availability and performance of IT platforms and networks are the main focus and implicit steering parameters.

Processes
Focus on Systems and Network Management, IT design and implementation.

Technology Stage 1 (2)

People
Technology excellence.

Technology
Systems and Network Management tools are independently purchased and used to manage technology subsets.

Culture
'We are IT experts'. There is little interaction or understanding of providing 'services' to the business.
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Organizational Maturity
High

Value-Added Focus Business Focus Customer Focus Product/Service Stage 4 Stage 3 Stage 2

Stage 5

Influence on the Business

Technology

Stage 1

Low

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Product/Service Stage 2
Vision and strategy
The IT organization recognizes that it delivers a portfolio of products and services to the business. Evidence of IT strategic planning, little input from business.

Steering
Services are defined in technology terms such as bandwidth, processing performance, disk capacity. Reporting and steering on IT defined parameters.
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Product/Service Stage 2 (2)

Processes
Strong focus on ITIL Service Support processes and the more operational aspects of the ITIL Service Delivery processes, such as performance measurement and tuning, availability measurement and building resilience. Reporting mechanisms are used to improve product and service performance.
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Product/Service Stage 2 (3)

People
Clearer definition of IT functions. Recognition of first and second-line expertise.

Technology
More product standardization. Design of architectures and integration into management tools and systems.

Culture
Team and product orientation. Customer awareness and promotion towards Customers.
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Organizational Maturity
High

Value-Added Focus Business Focus Customer Focus Product/Service Stage 4 Stage 3 Stage 2

Stage 5

Influence on the Business

Technology

Stage 1

Low

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Customer Focus Stage 3

Vision and strategy
IT seen as IT Service Provider. IT strategy linked to business strategy.

Steering
Service Level Agreements steer IT. Change Management integrated into project structure for ensuring smooth handover from new IT dev.

Processes
Service Level Management, formalized Account Management. More focus on planning aspects. Support processes deliver clear service and Customer-related performance. Process reporting underpins service level agreements.
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Customer Focus Stage 3 (2)

People
Service Management training and defined activities and roles. Evidence of process ownership, Formalized Account Management and Service Management roles in place.

Technology
Integrated systems and Service Management platforms, manageability built into technology designs and solutions. Operational requirements defined for handover into production environment.

Culture
Customer satisfaction.
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Organizational Maturity
High

Value-Added Focus Business Focus Customer Focus Product/Service Stage 4 Stage 3 Stage 2

Stage 5

Influence on the Business

Technology

Stage 1

Low

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Business Focus Stage 4

Vision and strategy
IT is seen as a partner to the business. IT demonstrates strategy realization for the business. IT strategy input to business strategy making process.

Steering
IT strategic goals, IT proposals made and discussed at board level. Business priority and risk assessments of investing and not investing in IT. Service levels are defined more in business terms, such as 'business transactions processed', 'availability of business functionality'.
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Business Focus Stage 4 (2)

Processes
Business and IT-alignment processes. Strong Integration between Systems development and IT Service Management processes. Processes deliver 'dashboard steering information'. Service delivery and support processes integrated. Delivery processes deliver sound planning and advice to the business.
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Business Focus Stage 4 (3)

People
Business intelligence and business competencies. CIO role and CTO role. Equal roles in business and IT.

Technology
R and D and technology pilots. An enterprise-wide management framework exists defining integrated service and systems management toolsets.

Culture
The IT Organization provides help and advice to the business.
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Organizational Maturity
High

Value-Added Focus Business Focus Customer Focus Product/Service Stage 4 Stage 3 Stage 2

Stage 5

Influence on the Business

Technology

Stage 1

Low

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Value Chain Stage 5

Vision and strategy
IT is seen as business enabler. IT helps shape and drive business Change and is seen as a value-added partner that helps determine business strategy.

Steering
IT is steered on added value to the business. Business improvements through use of IT.

Processes
Business and IT strategy making. The IT organization ensures seamless integration with systems development and all other IT suppliers in the value chain to manage real end-to-end services for the business.
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Value Chain Stage 5 (2)

People
Strategy making, business planning, managing partners and suppliers. Infrastructure Integrators.

Technology
Technology interaction between suppliers. Solutions integration.

Culture
The IT Organization enables the business.
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Service Management Program Status

00/ 01 01/ 02 02/ 03 03/ 04 2005 ++

1 . Wh a t i th s e te c h n o o g c o t a d l y s n c o s t t m a a g e it o n 2 . Wh o d e s wh t o a fo r o p e ra t o n / i s s u p p o rt 3 . e a s a c e s fo r y c s o u r c o n u m rs s e

1 . re d u e / a o i c v d c os t s 2 . i m p r v e s ta b l i t o o i y f i n -p ro d u ti o IT c n p ro d u c t s 3 . i d e n fy a n d ti i n te g ra t th e s u p l y e p c h a i n & d i s a tc p h a c c u ra l te y 4 . tra c i n i d e t k c n v o lu m s & e p e rfo rm a c e n

BUSINESS DRIVERS

1 . s e rv c e o p ti n s &c o s 1 . m e a u re / m a n g e i o ts s a c o n s m e r e p e ri n c u x e e 2. buy s mar t (e n d-c u to m r, b u i n e s s e s s wh a t we b o g t i w a t w u s e rs ) u h s h e a re p y n fo r a i g 2 . m e a u re o e ra l IT s v l 3 . o p e ra o n l l y m a n g e d p e rfo rm a c e ti a a n s e rv i e s : c 3 . k n o w t a t wh a t we h Bre a k x &s e r i e r q e ts /fi vc e u s b o u g h t i s wh a we g o t t a re d s a t h d , m n i o re , i p c e o t d (c u s to e r m a s u r d m e e m e a u r s & s l f- e r e s e e s v p e rfo rm a c e ) n e n a le b d a s e s t e b u i e s i m a t s s h sn s p c of pr po e c ha g s o s d n e 4 . i m p r v e ITs e r i c e o v e n a l e En t rp rs e Se r i e c o n ti u i t b e i vc n y i n fo r a o b t d e e n l z d m ti n u c tra i e c o tm a n g m n t s a e e 5 . i m p r v e So u ti n T CO? o l o

1 . m e a u re t e s h b u s i n s s v au e e l o f IT 2 . e n s re u c o n s m e r d ligt u e h 3 . wh a t we b o u g h t i s wh a t we n e e d e d 4 . wh a t we n e d e to b u y n e x a n d t wh e n 5 . Wh e re s h o u d l we b e g o i g n x n e t

VISION Measurable, quality managed, cost justified IT Services (from cradle to grave ) to meet dynamic e-business requirements

PROCESS ORG MATURITY MATURITY

Techn olog y

Pr oduct & Ser vice

Customer

Customer / Business

Business / Value

He l p De s k L 1

Se rv i c e De s k L 3 In c i d n t L e 3 Ch a n g e L 2 Co n fi g L 2 SL M L 2 De l i v e ry L 1

In c i d n t L .5 e 3 Ch a n g e L 3 SL M L 2 Co n fi g u ra t o n L i 3 Pro b l e m L 3 Re l e a s e L 2 .5

Se rv i c e De s k L 4 In c i d n t L e 4 SL M L 3 Av a i l a i l i y L b t 3 Pro b l e m L 4 Ca p a c i t L 3 y

Se rv i c e De s k L 5 SL M L 4 Co n ti n g e c y L 4 n Co s t L 3

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The Next Frontier

- Enhancing Service Level Management FROM
Identified component services in quasi english Measured components Focused on break/fix Fisher Price metrics One-size-fits-all service levels After the fact, will fix it next time reporting Annual report cards on services

TO

Services described so your mother could order Measure end-to-end service Select customer desired key performance indicators Varied service level and customer choice Real time monitoring for real time action Real time report card with service metrics (volume & performance) -easy to understand & customer friendly 25

Current Challenges
Dont have adequate management of services and collection of information to:
Demonstrate business value of IT investments Accurately predict the costs/service levels of potential solutions (business case development) Identify/Respond to service cost rationalization requests Manage customers service experience, nor report on delivered services costs Provide targeted IT business views nor demonstrate the performance or value of IT services

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Is There A Silver Bullet!

No, but there is a solid opportunity to leap forward by taking advantage of existing capability and investment to transition to a more value-driven delivery modelValue-Zone Ready

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The Service Desk Value-Zone

Whats the value zone & where are we now? Whats the difference and what will I really get? Whats it take to get there?

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Service Desk vs. Service Management Activities

Reactive Proactive
Business Decision Support Proactive Management Linked to Business Service Desk Manager tied to Exec. Level Full Process Integration

Service Management Center

Range of L2 Duties SLA IT Service Automation Mgmt Service Request Tracking Service Decision Support Integrated with Infrastructure Average call 2-15 min Change Process SPOC for ALL user issues Customer Satisfaction Proactive Support Monitoring Average call 12-15 min Offline Research Technology Attempts Resolution Decision Product Support Automation Support SPOC for User problems Service Desk Manager Established Initial Impact Assessment Attempts Resolution Some Procedures Short duration on phone Little Resolution Live body to No offline research answer phone No Management Heroics Manual Call Tracking High Total Cost of Ownership (TCO)

Problem Help Desk

Full-Service Help Desk

Dispatch Center

Low

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Volume

Capacity

Service Center Key Activities Value-Based

Customer Relationship Management the face of IT Service Quality Monitoring

customer satisfaction & service quality Integrate Service Delivery

creating the virtual service chain Manage Incidents Ensure rapid restoration and service fulfillment of all customer requests

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Service Desk Maturity Levels

Definition Help Desk Service Desk

Metrics Monitoring Reporting

Process Maturity & Integration

Value Zone Tools/Automation Skills/Staffing

31

Service Management Center

Service Desk Maturity Levels

Definition Help Desk
Reactive Limited Automation Metrics Minimal Integration Incident-Focused Monitoring Service = Response Reporting Consumer-oriented more rote scripted Break-Fix Restore Technology IT Product Reporting You get what weve got

Service Desk

Process Maturity & Integration

Cost per incident

Value Zone Tools/Automation Skills/Staffing

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Service Management Center

Service Desk Maturity Levels

Definition Help Desk
Reactive Limited Automation Metrics Minimal Integration Incident-Focused Monitoring Service = Response Reporting Consumer-oriented more rote scripted Break-Fix Restore Technology IT Product Reporting You get what weve got

Service Desk
Proactive SPOC (real or virtual) SLM begun Process channels inc. access IMAC Service requests Maturity & inc. monitoring/reporting Integration inc. integration w. IT structured ownership Continuous Improvement Service-oriented IT Service Reporting You get what you asked for Cost per desktop TCO

Cost per incident

Value Zone Tools/Automation

Skills/Staffing
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Service Management Center

Service Desk Maturity Levels

Definition Help Desk
Reactive Limited Automation Metrics Minimal Integration Incident-Focused Monitoring Service = Response Reporting Consumer-oriented more rote scripted Break-Fix Restore Technology IT Product Reporting You get what weve got Business-Oriented Executive-Driven IT Process Integration Business Process Integration SLM Complete Restore Business Capability Measures Business Impact of IT events Performance Dashboards for RealTime Management Information with Business Perspective You get what you need Cost per Business Solution ROI

Service Desk
Proactive SPOC (real or virtual) SLM begun Process channels inc. access IMAC Service requests Integration inc. monitoring/reporting inc. integration w. IT structured ownership Continuous Improvement Service-oriented IT Service Reporting You get what you asked for Cost per desktop TCO

Cost per incident

Value Zone Tools/Automation

Skills/Staffing
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Service Management Center

The Value Zone

Definition
Business-Oriented Executive-Driven IT Process Integration Business Process Integration SLM Complete Restore Business Capability Measures Business Impact of IT events Performance Dashboards for RealTime Management Information with Business Perspective You get what you need Cost per Business Solution ROI

Metrics Monitoring Reporting

Process Maturity & Integration

Tools/Automation

Skills/Staffing
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Service Management Center

Service Desk Maturity Levels

Definition Help Desk Service Desk

Metrics Monitoring Reporting

Process Maturity & Integration

Tools/Automation

Skills/Staffing
36

Service Management Center

Definition
Help Desk Goal: service the end-user; quick restoration of service
Reactive // limited automation minimal integration with other IT processes // stand-alone incident-focused service levels = severity levels = response times Knowledge Base of consumer issues more rote more scripted, routine, less flexibility for staff Consumer-oriented Break-Fix // Restore Technology IT Product Reporting You get what weve got

Measure: Cost per incident

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Definition
Service Desk Goal: Departmental mgmt. TCO, service provider, internal mgmt. practices more structured & rigorous
SPOC (real or virtual) // more access channels IMAC Service requests more monitoring // more reporting // IT Service Reporting more integration with other IT processes (e.g. participates in CAB, etc.) more structured ownership and escalation procedures (analyst / tier 2) Structured communication plan Knowledge Base = process/protocols/procedures maintained at this level Continuous/systemic quality improvement activities, i.e. analyst coaching Service Level Management begun (Level 2/3) // Service-oriented You get what you asked for
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Measure: Cost per Desktop (TCO)

Definition
Service Management Center Strategic Integration of IT and Business Processes
Organization
SMC Leadership reports to (or is) Senior level mgmt.can impact/influence
Strategy / vision / budget / resources / priorities / objectives / goals

Accountability Relationship
Senior process owners (incident, problem, change, config, SLM) must report to (or have an accountability relationship) to the SMC Director

Business-Oriented // Executive-Driven IT (ITIL) Process Integration // Significant IT / Business Process Integration Service Level Management Complete (Level 4/5) Restore Business Capability // Measures Business Impact of IT events Performance Dashboards for Real-Time Management Information You get what you need
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Measure: Cost per Business Solution (ROI)

Process Maturity & Integration

Help Desk Technology cost and cost to manage it Who does what for operations / support Easy access for our consumers

40

Process Maturity & Integration

Service Desk reduce / avoid costs improve stability of in-production IT products identify and integrate the supply chain & dispatch track incident volumes & service performance service options & costs // buy smart what we bought is what we are paying for operationally managed services Break/fix & service requests are dispatched, monitored, measures & self-serve enabled assess the business impact of proposed changes 41

Process Maturity & Integration (SMC)

Incident Cost to the Business // Business Impact Projected impact on Program Delivery Customer Delight Impact of programmatic delivery reductions on the bus. SMC plays role in business incidents, i.e. procedural support, activation of business contingency, etc. Problem Cost to the Business // Programmatic impact (FUD) Cost justification for root cause analysis Track Problems against CIs // track RFCs with change. 42

Process Maturity & Integration (SMC)

Change Before:
Estimated Cost of Implementation Risk Assessment Potential Benefits

After:
Post Implementation Review True Cost of Implementation Real Benefits Achieved vs. Risk Incidents linked to change Cost of incidents created by change
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Process Maturity & Integration (SMC)

Service Level Management Need end-to-end service chain information for reporting and monitoring service levels (start to finish) internal and external service providers exception remediation consulting recommendations SLM must exist (is a natural output of your service definition and service provisioning process and use business case service levels (ROI) translated into IT measures and can roll up into actionable information.)
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Process Maturity & Integration (SMC)

Service Planning/Lifecycle Model: (business and IT service planning)
Business defines what service it wants (opportunity) or what business or program capability they need to meet programmatic issues/challenges. Use re-usable models / modules / services that already exist Ensure service can be operationally managed because relationship of roles can be measured and monitored Capture information by customer, provider and Enterprise (roll-up). Tools, (use to create SLA and identify KPI...creates scorecards, dashboards, etc.) Information made available (rapid actionable management information) Web dashboards
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Metrics, Monitoring & Reporting

Metrics: Help Desk daily & weekly reporting -- stats: focused on incident information mainly. call volumes, access, modes, ATA, first call resolution, abandon rate, etc. serious issues -- focused, chaos, very operationally focused. measure customer satisfaction by incident

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Metrics, Monitoring & Reporting

Metrics: Service Desk Focus expands to include service request information, some service metrics, information leads to more questions because of awareness by others May start to monitor some end-to-end for services / incidents within organizations control canned, prescribed metrics....demonstrate if met service level. TCO, cost per desktop measure customer satisfaction by service
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Metrics, Monitoring & Reporting

Metrics: Service Management Center Focus is to business impacts and impacts to program delivery, costs, etc. (more cost per transaction, ROI focus). detailed to transaction level, i.e. business transaction and impact of IT availability measure customer satisfaction by program Expect increased demand from business for customized reporting
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Metrics, Monitoring & Reporting

Monitoring Help Desk Monitoring is internally focused on help desk performance and operations, i.e. open calls, FPOC, basic volumes of inquiries, etc.

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Metrics, Monitoring & Reporting

Monitoring Service Desk Begin to monitor service levels as they exist. Desk begins to play role in incident coordination for the enterprise across service providers, notifications, escalations. increased sophistication around incident management and status begin to identify repetitive incidents and some incident matching for root cause analysis
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Metrics, Monitoring & Reporting

Monitoring Service Management Center SMC plays alert role prior to SLA breach becoming more proactive internally specialized monitoring of specific high priority incidents or protocols, i.e. on-demand monitoring, operational cap... Real-time feed from data sources, real time / automated analysis, quick turnaround of information Highly developed understanding of business environment and goals, etc. Very educated in what business does and why important
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Metrics Monitoring & Reporting

Communication (Reporting) Help Desk Internally, operationally focused on daily activities, help desk activities, operational management is audience, may be some to IT management as awareness building.

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Metrics Monitoring & Reporting

Communication (Reporting) Service Desk
more communication internally (staff musters, shift handoffs, learning events, briefings, more automated real time information to analysts e.g. whiteboards, readerboards, cue information etc. more communication with service providers (proactive notification) re: service levels and status of incidents / service requests more communication with clients // critical notification Audience shifts to payers of service / customer as well as Sr. IT management
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Metrics, Monitoring & Reporting

Communication (Reporting) Service Management Center
Focus to provide timely, accurate, actionable information for decision support. Communication strategy includes Enterprise level view of impacts with drill down capability to level of detail required, i.e., business unit vs. Enterprise Real-time focus or JIT delivery of key information Available through Business Intelligence tools and analysis tools, dashboards, scorecards, web, more agile/ customizable for different types of analysis connects dots between IT and business in business terms. IT identifies the business impacted and notifies line of business 54 management of business incident

Tools & Automation

Help Desk basic helpdesk tools, incident tool, telephony, etc. may be multiple tools in use limited tool integration (telephony, CMDB, etc.) functionality focuses on incident dispatch capability limited knowledge base tie in with individual user records, history of incidents/calls to user
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Tools & Automation

Service Desk
tool requirements include service requests, time tracking, and include service levels by business unit or customer flag customer traits or characteristics, i.e. executive offices incident matching // problem management integration with change and incident management service chain (virtual) uses one or common tool or bridge integrated with CMDB automated service desk policies, procedures, searchable, available to service chain (web) escalation capability, integrated with notification (paging etc.) IT-focused BI capability to manage IT service Awareness builds of BI capability and power of metrics 56

Tools & Automation

Service Management Center
tool requirements and service management req. for vendors and service partners are understood and documented so they can be included in RFP and selection processes. BI capability includes business metrics, analysis with IT metrics and produces actionable decision support information Real-time customized to business unit or issue scenario capability for projections and planning modular for quick customization reporting requirements are part of service design process and are defined as service is developed analysis capability distributed to those who need it.... i.e. business units can do own data mining 57 ability to rec. real time feeds from all data sources.

Skills & Staffing

Help Desk management that is operationally-focused, focus on customer service and basic process core competencies in basic management, HR, customer service measurement of success is on meeting or exceeding helpdesk metrics around call, etc. management is usually more junior and may not be part of Sr. strategic management team analysts who follow procedures, more customer service focus vs. highly technical management focus on supervision and following order 58

Skills & Staffing

Service Desk
Management needs to be engaged in strategy development and establishment of goals, objectives Managers need to have increasing analytical skills, i.e. analysis of increasingly complex and diverse information need to be "data / metrics-driven, ID trends, implement changes in process as result, very process-oriented management focus on leading and defining process, operational practices, continuous improvement, etc. May be multi-level of "management" in the service desk, i.e. team lead, manager -- increased empowerment staff need to be multi-tasking, change ready and accept change and process changes easily Staff has more flexibility, needs more mature judgment, 59 knowledge of business environments

Skills & Staffing

Service Management Center Manager of SMC needs to part of executive team, positioned to access & influence decision makers ($$$) Strategic SMC thinking and implementation of over time.... years... ongoing Business acumen competency -- understands links of financial, program and operational impacts of service and business that they serve. Sr. process owners need to report or have an operational accountability relationship to the SMC Mgr. Staff need increasingly more analytical skills. See big picture, analyze, skills to use Business analysis tools 60

Skills & Staffing

Service Management Center Staff must be able to connect the dots between incident->service->program impact Require higher level of judgment skills shift from technical analyst to business analyst, - repetitive incidents drastically reduced. impact and influencing skills to interact with service providers and process owners to do service, problem, etc. coordination...
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Service Desk Maturity Levels

Definition Help Desk Service Desk

Metrics Monitoring Reporting

Process Maturity & Integration

Value Zone Tools/Automation Skills/Staffing

62

Service Management Center

The Value Zone

Definition
Business-Oriented Executive-Driven IT Process Integration Business Process Integration SLM Complete Restore Business Capability Measures Business Impact of IT events Performance Dashboards for RealTime Management Information with Business Perspective You get what you need Cost per Business Solution ROI

Metrics Monitoring Reporting

Process Maturity & Integration

Tools/Automation

Skills/Staffing
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Service Management Center

Thank You!
George Spalding

[email protected]

www.pinkelephant.com

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