webcast: is it possible to have too many tools? featuring george spalding of pink elephant
Post on 22-Oct-2014
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DESCRIPTION
We’re not talking garden tools or carpentry tools or mechanic’s tools, we are talking ITSM Tools. And the answer is a resounding YES! Wait a Minute! Is this a webinar, sponsored by a tool vendor, telling me that I should not buy every tool that comes down the pike? Another resounding YES! Pink Elephant and Nimsoft each have direct (and repeated) experience indicating that most organizations have NO Enterprise-wide strategy governing the acquisition, support, management and retirement of the tools used to run IT. Nearly every tool in the IT inventory is recommended, funded, acquired, and managed by a single technical silo…without the slightest nod to any other department, group or technical function. Unquestionably, the largest undiscovered source of IT operational savings is the elimination of redundant or vastly underutilized toolsets. Acquiring the right tools at the right time for the right reasons is the answer.TRANSCRIPT
Too Many Tools © Pink Elephant, 2012. All Rights Reserved. ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.
Tim Rochte, Nimsoft Service Desk Product Marketing
Is it possible to have too many tools?
1
George Spalding, Executive VP, Pink Elephant
Welcome!
Pink Elephant – Leading The Way In IT Management Best Practices
Too Many Tools?
George SpaldingExecutive Vice President
Pink Elephant
Too Many Tools © Pink Elephant, 2012. All Rights Reserved. ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries. 3
The Suite Spot (ERP)
Centralized Data
Too Many Tools © Pink Elephant, 2012. All Rights Reserved. ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.
4
Workflow ManagementIncident ManagementProblem ManagementChange Management
Release & Deployment ManagementAccess Management
Etc...
Workflow ManagementIncident ManagementProblem ManagementChange Management
Release & Deployment ManagementAccess Management
Etc...
Monitoring&
Event Mgmt.
Monitoring&
Event Mgmt.
ProvisioningProvisioning
Code & Doc. Mgmt.
(DML)
Code & Doc. Mgmt.
(DML)
Reporting
Reporting
Billing & Financial ManagementBilling & Financial Management
Customer Web Portal
Service CatalogRequests Fulfillment
Service level ManagementKPI Dash Boards
Customer Web Portal
Service CatalogRequests Fulfillment
Service level ManagementKPI Dash Boards
Re
source &
Proje
ct Portfo
lio M
gmt.
Re
source &
Proje
ct Portfo
lio M
gmt.
Configuration Management(CMS)
Federated Data Sources
Configuration Management(CMS)
Federated Data Sources
IT Management Tool Strategy
Too Many Tools © Pink Elephant, 2012. All Rights Reserved. ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.
#nITSM
Tool Governance??
How are tools purchased in your organization? Is there a defined enterprise IT tool strategy and
architecture model? Is there an Inventory of Tools Can the business take advantage of the IT toolsets? Is there any group in your organization that has a
mandate to create & govern an enterprise tool strategy? Do you have a group (TMO) in your organization that
governs, manages and supports IT tools that are used by any and all IT functions across your organization?
Are IT management tools selected, funded and purchased at a domain / departmental level, but then required to fit within a pre-defined enterprise strategy?
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Too Many Tools © Pink Elephant, 2012. All Rights Reserved. ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.
6
Workflow ManagementIncident ManagementProblem ManagementChange Management
Release & Deployment ManagementAccess Management
Etc...
Workflow ManagementIncident ManagementProblem ManagementChange Management
Release & Deployment ManagementAccess Management
Etc...
Monitoring&
Event Mgmt.
Monitoring&
Event Mgmt.
ProvisioningProvisioning
Code & Doc. Mgmt.
(DML)
Code & Doc. Mgmt.
(DML)
Reporting
Reporting
Billing & Financial ManagementBilling & Financial Management
Customer Web Portal
Service CatalogRequests Fulfillment
Service level ManagementKPI Dash Boards
Customer Web Portal
Service CatalogRequests Fulfillment
Service level ManagementKPI Dash Boards
Re
source &
Proje
ct Portfo
lio M
gmt.
Re
source &
Proje
ct Portfo
lio M
gmt.
Configuration Management(CMS)
Federated Data Sources
Configuration Management(CMS)
Federated Data Sources
IT Management Tool Categories
Too Many Tools © Pink Elephant, 2012. All Rights Reserved. ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.
#nITSM
Case Study $$$$
Large Multi-national corporation “Tool Inventory”: based on Features & Function Discovered that they owned 240 different tools
covering the nine specified categories Two departments, One tool…twice! ???? $$$,$$$,$$$
How could YOU use all that money? Funding an ITIL/ITSM Program? Funding the RIGHT tools? Automating day-to-day operations? Creating innovative new business solutions? Saving the business gobs of money?
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Too Many Tools © Pink Elephant, 2012. All Rights Reserved. ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.
#nITSM
Summary
It’s time to get CONTROL of the myriad of tools in our enterprise
Enterprise Tool Strategy (need Support from above) Centralized tool evaluation, selection, funding,
purchasing and ongoing management Tool Management Office (Function) Remove redundant tools over time Expand the use of the RIGHT tools Think outside the box – “Could the business take
advantage of this type of tool?”
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Page 9© Nimsoft, all rights reserved#nITSM
Nimsoft Service Desk
› Best practices compliant» Real-world experience-based
› Service Provider ready
› Easy to buy, deploy and manage» Low TCO» Flexible pricing» SaaS or On Premise
› Complete offering
An ITIL v3 complete service desk solution
Page 10© Nimsoft, all rights reserved#nITSM
Benefits for Your Organization
› Low cost of ownership» Transparent upgrades» Cost Savings
- Automated Free Upgrades- No Infrastructure Required- All modules in one
» Simple Pricing Model- Pay per user- Fixed or floating licenses- Free end user access
› Time to Value» Rapid implementation due to
configuration and SaaS» Standard service offerings 15 to 45 days
Page 11© Nimsoft, all rights reserved#nITSM
Functional Strengths
› Action-Driven workflow» Focuses on actions –
Tell Service Desk what to do, don’t guess based on status changes
› Configure don’t code» Workflow is 100% configurable» No programming skills required» Configuration not lost in upgrades
› Multi-tenant solution» Use one solution to support all “customers”
› Years of experience built in» Designed and built by a Service Provider» Ability to start with standard
configurations pre-loaded
Page 12© Nimsoft, all rights reserved#nITSM
Q&A
› More information at http://www.nimsoft.com/solutions/nimsoft-service-desk
› Meet the Nimsoft team at HDI 2012 in Orlando, April 24-27
› Continue the conversation at #nITSM