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