using itil's key metrics to impact core business decisions

Download Using ITIL's Key Metrics to Impact Core Business Decisions

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HDI and HDI Capital Area Updates and Presentation on Using ITIL's Key Metrics to Impact Core Business Decisions

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  • 1. Updatesfrom HDICapitalArea HDI Capital Area July2013 10/17/2013 2013HDI.Allrightsreserved.

2. HDICapitalArea www.hdicapitalarea.com hdi it l Upcoming Meetings UpcomingMeetings August21st ANASACaseStudyonSettingupa LargeEnterpriseServiceDesk,WashingtonDC Large Enterprise Service Desk Washington DC September23rd ThePowerofQualityTourwith MalcolmFry DateChange ,WashingtonDC Malcolm Fry **Date Change**, Washington DC Freeformembers/$65fornonmembers(a$695value) October16th AnnualProfessionalDevelopment p Event&VendorFair 3. FreeConsultingforHDICapitalArea MembersandGuests Oursponsors(TheMILCorporation,BOMGAR, p ( p , , EasyVista,BEYOND20,RobertHalfTechnology andIssueTracker)tosecurevaluablenocost consultingservicesforuptoonehour consulting services for up to one hour Completethesurvey&HDICapitalAreaBoard officerswillselectthemostappropriatesponsor tocontactyoutohelpyouwithyourissue, projectorquestion This is a free service there is no cost to you and Thisisafreeservice,thereisnocosttoyou,and youareundernoobligationtopurchaseanything p // p / g/ http://hdicapitalarea.com/freeconsulting/ 4. HDICapitalAreaSponsors Diamond TheMILCorporation Platinum Beyond20 Bomgar EasyVista LANDeskGold R b H lf T h l RobertHalfTechnology IssueTrak CherwellSilver P Pureshare h ServiceNow TimeWarnerCableBronze The ACI Group TheACIGroup RightStarWeb ReACT TechnoLava 5. Updatesfrom HDICorporate HDI Corporate July2013 10/17/2013 2013HDI.Allrightsreserved. 6. ExcitingThingsareHappeningatHDI SamegreatHDI,butabrandnewmembership Sa e g eat , but a b a d e e be s p model! p Youspoke,welistened: Afterconsiderableresearch,HDIhasalignedand expandedbenefits,andrenamedlevelstobettersuit theneedsofourmembers the needs of our members Currentmembers,dontfret!Keepyourcurrent membershipuntilitexpires membership until it expires Learnmore:www.ThinkHDI.com/HDIMembership, orcallusat800 248 5667 or call us at 8002485667 7. HDIAlliancePartnerDiscounts AlliancePartnerDiscounts AlliancePartnerDiscounts R ResourcesMembersandabove M b d b HDIispartneringwithcompaniestoofferexpanded benefitstomembers: Eventandtrainingdiscounts Hardwareandsoftwarediscounts Accesstoawiderangeofservices,resources,andnetworkingopportunities Some current partners: CompTIA Ignite Achievements Somecurrentpartners:CompTIA,IgniteAchievements Intl,ITpreneurs,KEDARit,NDMA,plusmoretocome! GetDiscountsNow: www.thinkhdi.com/membership/alliancepartner thi khdi / b hi / lli t program 8. vChapter Meeting JoinusonJuly16forthenextmeetingoftheHDI vChapter! Ch t ! MeetingwilltakeplaceaftertheHDIWebcastfeaturing GregGregory spresentation:Revolutionize,Revitalize, Greg Gregorys presentation: Revolutionize Revitalize andReenergizeYourTeamsandYourServices Allmembersarewelcometoattend,andcanbeapartof p thisnewvirtualgroupinadditiontoyourhomelocal chapter.www.ThinkHDI.com/Webcasts toregister. 9. Connect&InspireTour Experienceunmatchednetworkingpower, p gp , connectingwithlocalchaptermembersandforum membersatthisoneofakindevent! GetinspiredbykeynotespeakerKirkWeisler db k k k l Upcomingdates/locations: SanAntonio August14,2013 San Antonio August 14 2013 Minneapolis September18,2013 Nashville October20,2013(atFUSION13Conference)Freetoall!Registerat:www.ThinkHDI.com/ConnectTour 10. HDIAwards:CallforSubmissions! Each year HDI awards the highest honors in Eachyear,HDIawardsthehighesthonorsin theITserviceandtechnicalsupportindustry These awards recognize support professionals Theseawardsrecognizesupportprofessionals atalllevelsandasindividuals,teams,and organizations Viewthedifferentawardsoptionsandsubmit nominationsonline i i li www.ThinkHDI.com/Awards 11. FUSION13Conference itSMF USAandHDIsannualeventis happeninginNashville,TN,from h i i N h ill TN f October2023! FUSION 13 i b i i FUSION13isbringingyoufantastickeynote f i k speakers,includingJoshLinkner,MikeWalsh, LarryWinget,andmore.(Trustus,you renot Larry Winget and more (Trust us youre not goingtowanttomissout!)Registertoday:www.SMFUSION13.com g y 12. PowerofQualityTour Join Malcolm Fry for a oneday course as he JoinMalcolmFryforaone daycourseashe discussesandleadsindepthinteractivesessions onhowtotrulydeliverqualityservice. y q y Learnhowtoincreasequalitywhilebalancingit withperformanceandcost. with performance and cost. Acompletecoursedescription,outlineand registrationinformationareavailableonlineat: registration information are available online at: www.ThinkHDI.com/PowerTour 13. NewCourses! Knowledge CenteredSupportFundamentals KnowledgeCentered Support Fundamentals Foralimitedtime,registerfortheKnowledge CenteredSupportFundamentals(KCSF)certification examandreceiveafreeonlineKCSFcoursewitheach purchase! Add the KCSF exam to your cart and enter promo AddtheKCSFexamtoyourcartandenterpromo codeKCSF13 atcheckout.Theonlinecoursewillbe addedtoyouraccountaftertheorderhasbeen y f processed.LearnMore:ThinkHDI.com/KCSF13 14. NewCourses! NewProfessionalDevelopmentCourses: p HDIhaspartneredwithleadingsupplierstomakeanumberofnewcourses availabletothepublic! CloudAwareness P id Cl d A Providesabasicunderstandingofvirtualizationand b i d t di f i t li ti d cloudcomputingconcepts.CloudEssentials Addressesthebusinessandtechnicalaspectsofcloud Cloud Essentials Addresses the business and technical aspects of cloud computing,includingadoption,operation,andgovernance.VirtualizationEssentials Addressesthebusinessandtechnicalaspectsof virtualization,includingoperationandgovernance i t li ti i l di ti dLearnMore:Thinkhdi.com/Courses / 15. WhatisCSI? The HDI Customer Satisfaction Index (CSI) TheHDICustomerSatisfactionIndex(CSI) Serviceisawebbasedcustomersatisfaction surveyingservicecreatedspecificallyforthe surveying service created specifically for the technicalserviceandsupportindustry. TryitFree! Try it Free! Signupfora3monthtrialat ThinkHDI.com/CSI 16. WhereintheworldisHDI? HDI is on the move Find out where HDIisonthemove.Findoutwhere. NewfeatureonHDIswebsitethatletsyou knowwherewewillbespeaking,presenting, know where we will be speaking presenting andattendingeventsthroughouttheyear! Vi i Visit:www.ThinkHDI.com/Happenings Thi kHDI /H i 17. NewPhoneNumber HDI has recently implemented a new phone HDIhasrecentlyimplementedanewphone system. 800 number remains the same: 800 248 5667 800numberremainsthesame:8002485667 Directlinehaschanged:Newnumber:(719)955 8180 New number: (719) 9558180 18. ContactUs! BesuretoreachouttoHDIthroughallchannels: g Facebook: ThinkHDI Twitter: @ThinkHDI T itt @Thi kHDI HDIConnect: www.HDIConnect.com LinkedIn: HDI YouTube: ThinkHDI Support: Support@ThinkHDI com Support@ThinkHDI.com Website: www.ThinkHDI.com 19. NotaMember?JoinToday! BecomeaLocalChaptermemberforjust$75! Thisindividuallocalchaptermembershipisanopportunityto connect,network,andlearninyourownbackyard. Enjoybenefitslike: Enjoy benefits like: AttendlocalchapterandvChapter meetings DigitalsubscriptiontoSupportWorld magazine ApplyforHDIawards Apply for HDI awards AccesstotheHDIJobBoard Regularenewslettersanddigests Andmuchmore!Learnmoreatwww.ThinkHDI.com/Join orbycalling800.248.5667 y g 20. USINGITIL'SKEYMETRICSTO IMPACTCOREBUSINESSDECISIONS HDICapitalAreaLocalChapter July17,2013 July 17, 2013 21. INTRODUCTION NikkiHaase ITIL 3 S i M ITILv3ServiceManager HDISupportCenterManager nikki haase@rightstarsystems com nikki.haase@rightstarsystems.comRightStar IT consultancy focused solely in Service Management ITconsultancyfocusedsolelyinServiceManagement ITIL/BestPracticeconsultingexperience ITSM&ITSME(RemedyandServiceDeskExpress) implementationexperience BMCElitePartnersince2007 22. ITILHISTORY V1 1986 1999 Th TheoriginalITILfunctionbasedpractice i i l ITIL f ti b d ti 40+booksdealingwithavarietyofITpractices. Development sponsored by CCTA (Central Computer and DevelopmentsponsoredbyCCTA(CentralComputerand TelecommunicationsAgency)intheUKV2 1999 2006 Updatedprocessbasedpractice ThegloballyacceptedbestpracticeframeworkforITSM: ServiceSupport ServiceDelivery 23. ITILV3 ITILV3 MAY2007 ITILservicelifecyclebasedpractice IncorporatesV1andV2aswellastestedcurrent d 2 ll d bestpracticesforITServiceManagement. Updatedfor2011 U d t d f 2011 Fivecorelifecycletitles: ServiceStrategy S i St t ServiceDesign ServiceTransition Service Transition ServiceOperation ContinualServiceImprovement p 24. ITANDTHEBUSINESSEarly Adoptionof ITEnthusiasm forITExclusionof IT 25. ITSERVICEMANAGEMENTTODAY ITmanagementisunderincreased pressuretocut spending. spending Cuttingtoodeeplycanhaveanegativeimpacton theorganization sabilitytofunctioneffectively. the organization's ability to function effectively TherightspendingcanleadtobusinessvalueifIT can: Prioritizeworkefforts Clearlydefineservicesandservicelevelcommitments y StreamlineprocessesArraj, Valerie. 2009: The Year Of Doing More With Less. January 16, 2009. ITSMWatch.com 26. GOALSFORITVALUETo design the g organizations IT infrastructureTo ensure integrity of systems that manage sensitive financial and legal data7To negotiate effectively ith effecti el with suppliers to minimize costs and maximize value of services receivedTo become a partner in strategic business decisions, decisions not just a technician to implement operational requirements i t 27. CSI:CSFSANDKPIS CriticalSuccessFactor(CSF) Something that must happen if a Process Project Plan or IT Service SomethingthatmusthappenifaProcess,Project,Plan,orITService istosucceed.KPIsareusedtomeasuretheachievementofeachCSF. ForexampleaCSFofprotectITServiceswhenmakingChanges couldbemeasuredbyKPIssuchaspercentagereductionof y p g unsuccessfulChanges,percentagereductioninChangescausing Incidents,etc.KeyPerformanceIndicator(KPI) Key Performance Indicator (KPI) AMetricthatisusedtohelpmanageaProcess,ITServiceorActivity. ManyMetricsmaybemeasured,butonlythemostimportantof thesearedefinedasKPIsandusedtoactivelymanageandreporton these are defined as KPIs