itsm: redefining the basics
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ITSM:Redefining The Basics
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Tobyservicedesk360.com@tobyonsushi
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What is the
purpose of IT?
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Utility To The
Business?
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Enabling The
Business?
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The purpose of IT is to build and
nurture the relationship a business has
with technology
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What are the basics?
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Incident, problem & change
Security
Customer service
Efficiency & Cost
People management
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“no one ever got fired for buying IBM”
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But the workplace
landscape is changing….
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What are the new
basics?
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Problem Solving
Privacy, Data & Identity
Experience Design
Value Creation
Leadership & Learning
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Things will continue to
break…
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…people will continue to
panic
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Business Value Dashboard:Demonstrating how IT investments and strategies create meaningful business outcomes
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Business Value Dashboard:Demonstrating how IT investments and strategies create meaningful business outcomes
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Incident, problem & change
Problem Solving
Security
Privacy, Data & Identity
Customer service
Experience Design
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Efficiency & Cost
Value Creation
People management
Leadership & Learning
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The Fast
Response Model
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Feature
No Technical Hierarchy(No one is assumed incapable)
‘Time to fix’ based ticket assignment
Open channels to Service Desk
Weekly role rotation & handovers
Benefit
Fully technical front line
Responsive escalation process
Reduces customer effort
Varied & motivating work loadPeer led performance review
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Tobyservicedesk360.com@tobyonsushi