itil & servicedesk plus - manageengine · pdf file•author of the widely accepted itil...

Alex D Paul

Director – IT Service ManagementZOHO Corporation

ITIL & ServiceDesk Plus

About Me

• Product Manager, ManageEngine, ZOHO Corporation.

• Implemented ITIL + Built A Product in ITIL

• Solved problems in real scenarios along with engineers and business managers

• Experience in handling customers around world – 14 countries

• Author of the widely accepted ITIL Heroes Handbook

• www.alexonitil.com – download free book

Alex D Paul

Agenda

The Making of ServiceDesk Plus

The Road Ahead

Gadgets Makes A Hero

Copyright 2010 Zoho Corporation

Without The Right Tools With The Right Tools

Making of

ServiceDesk Plus

Against All Odds

• 700 Helpdesk vendors

• 7 years too late

• Expertise focused on Network Management

Sizing Up Who Were Against

• Small players – Tickets Only

• Integrated Ticket + Assets was expensive

• Big 4 were Add-ons and Smart plug-ins

Unreasonably Complicated

• Creating a scheduled maintenance request

• 19 page downs and lot of code snippets

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SELECT np.guid,CONVERT(VARCHAR(12), sm.[Interval Date], 1) as 'Scheduled Service Date',CONVERT(VARCHAR(12), DATEADD(MONTH, -sm.[Interval (In Months)], sm.[Interval Date]), 1) as 'Last

Service Date',np.[Name]FROM inv_scheduled_maintenance smJOIN vnetworkprinter np on sm._resourceguid = np.guidWHERE sm.[interval date] = CONVERT(VARCHAR(12), GETDATE(), 1)

Source:- http://www.symantec.com/connect/articles/configuring-scheduled-printer-maintenance

Bold Execution

SPOC – One product to rule them all Easy and affordable so that anyone can use it

Sometime in 2006

2500 customers in 28 countries

Designed for SMBsLarge enterprises FAQ: Do you have ITIL

People Dependent Inefficiencies

Know-It-all-One Man Show Geeks

Average Techs

Knowledge Base

Track KB Articles

Tuesday, January 8, 2008

Priority by Higher Decibels

Priority Matrix

Current State Of Affairs on ITIL

ITIL accepted as framework for IT management

IT Staff are divided by ITIL V2 and V3

ITIL is only a question of when and how

A best practices framework for managing IT services

Objective : Align IT with Business

Base for ISO 20000

Popular Standard for Helpdesk and Support Ops In Europe EMEA, and APAC

Defined by OGC, UK

ITIL Emerges As A Standard

ITIL V3

Service Strategy

Service Design

Service Transition

Service Operation

Continual Service Improvement

Core Modules

ITIL V3 gets more focus on BSM

ITIL V3 Essentials

Service Strategy

Serv. Portfolio

mgmt

Financial Management

Service Design

Availability Mgmt

Capacity

Mgmt

Continuity Mgmt

Security Mgmt

Service Transition

Change

Release

Configuration

SKM

Service Operation

Incident

Problem

Request Fulfillment

Event Management

Continual Improvement

Serv. Reporting

Service Mgmt

SLM

After Training - Where Do I Start?

ITIL V3

Pink Elephant Certification

ISO 20000

ITIL Process consultants

ITIL V2

Incident Management

• Incident is a disruption in the normal service

• The goal of Incident Management is to restore normal services as soon as possible with resolution and recovery.

Problem Management

Problem Management

• The goal of Problem Management is to find the root cause of incidents and reduce the impact on business.

• It is a proactive approach that prevents recurrence of incidents.

Change Management

Change Management Workflow

Tuesday, January 8, 2008

Wrong Perception : ITIL takes a lot of time

Detailed books and complicated process

Expensive Consulting

Expensive Tools

Copyright 2010 Zoho Corporation

Typical Monster-ous ITIL Software

Add-on Modules

Platform

ReportingModule

ITIL Complicated with Add-ons & Plug-ins

ServiceDesk Plus Got ITIL Ready

• Built-in ITIL Processes works for 80% of businesses

• Advanced Users can customize the rest 20%

• Customization – Point & Click – no coding required

Priority by Higher Decibels

Priority Matrix

As We Stand Today

–15000 Customers

–Global Service Desk Deployments

–World Class Performance

–APIs

Change Management Implementation

1Change Record with Process

tabs

2Change Plan Process

CAB Approvals

3

4

Release Management

Detailed Demo

•Helpdesk + Asset Management•Service Catalog•CMDB •And other exciting features

The Road Ahead

IT Expertise Meets Cloud

IT Expertise Meets Cloud

Focus Areas

ITIL V3 Alignment

•Service Portfolio Management•PinkVerify Certification•Change Management•CMS (CMDB)•Release (Project) Management

Mobile FocusIntegration Ready

Think About IT

Only The Paranoid Survive

Andy S Grove

Re-invent or You’ll be Irrelevant

Yester-year’s Leader

Copyright 2010 Zoho Corporation

New Leaders

ITIL Pays More !

Copyright 2010 Zoho Corporation

Thanks