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Page 1: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

Alex D Paul

Director – IT Service ManagementZOHO Corporation

ITIL & ServiceDesk Plus

Page 2: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

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

Page 3: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

Agenda

The Making of ServiceDesk Plus

The Road Ahead

Page 4: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

Gadgets Makes A Hero

Copyright 2010 Zoho Corporation

Without The Right Tools With The Right Tools

Page 5: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

Making of

ServiceDesk Plus

Page 6: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

Against All Odds

• 700 Helpdesk vendors

• 7 years too late

• Expertise focused on Network Management

Page 7: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

Sizing Up Who Were Against

• Small players – Tickets Only

• Integrated Ticket + Assets was expensive

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

Page 8: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

Unreasonably Complicated

• Creating a scheduled maintenance request

• 19 page downs and lot of code snippets

----------------------------------------------------------------------------------------------------------------------------------------------------------------------

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

Page 9: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

Bold Execution

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

Page 10: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

Sometime in 2006

2500 customers in 28 countries

Designed for SMBsLarge enterprises FAQ: Do you have ITIL

Page 11: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

People Dependent Inefficiencies

Know-It-all-One Man Show Geeks

Average Techs

Knowledge Base

Track KB Articles

Page 12: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

Tuesday, January 8, 2008

Priority by Higher Decibels

Page 13: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

Priority Matrix

Page 14: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

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

Page 15: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

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

Page 16: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

ITIL V3

Service Strategy

Service Design

Service Transition

Service Operation

Continual Service Improvement

Core Modules

ITIL V3 gets more focus on BSM

Page 17: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

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

Page 18: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

After Training - Where Do I Start?

ITIL V3

Pink Elephant Certification

ISO 20000

ITIL Process consultants

ITIL V2

Page 19: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

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.

Page 20: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

Problem Management

Page 21: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

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.

Page 22: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

Change Management

Page 23: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

Change Management Workflow

Tuesday, January 8, 2008

Page 24: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

Wrong Perception : ITIL takes a lot of time

Detailed books and complicated process

Expensive Consulting

Expensive Tools

Copyright 2010 Zoho Corporation

Page 25: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

Typical Monster-ous ITIL Software

Add-on Modules

Platform

ReportingModule

Page 26: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

ITIL Complicated with Add-ons & Plug-ins

Page 27: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

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

Page 28: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

Priority by Higher Decibels

Page 29: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

Priority Matrix

Page 30: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

As We Stand Today

–15000 Customers

–Global Service Desk Deployments

–World Class Performance

–APIs

Page 31: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

Change Management Implementation

1Change Record with Process

tabs

2Change Plan Process

CAB Approvals

3

4

Release Management

Page 32: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

Detailed Demo

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

Page 33: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

The Road Ahead

Page 34: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

IT Expertise Meets Cloud

Page 35: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

IT Expertise Meets Cloud

Page 36: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

Focus Areas

ITIL V3 Alignment

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

Mobile FocusIntegration Ready

Page 37: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

Think About IT

Only The Paranoid Survive

Andy S Grove

Page 38: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

Re-invent or You’ll be Irrelevant

Yester-year’s Leader

Copyright 2010 Zoho Corporation

New Leaders

Page 39: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

ITIL Pays More !

Page 40: ITIL & ServiceDesk Plus - ManageEngine · PDF file•Author of the widely accepted ITIL Heroes Handbook ... Service Transition ... Core Modules ITIL V3 gets more focus on BSM. ITIL

Copyright 2010 Zoho Corporation

Thanks