[webinar] 5 ways to run it like you mean business

+5 Ways to Run IT Like You Mean Business

Hosted By:Adam OBrienProduct Marketing ManagerSunView [email protected]

Guest Speaker:Andrzej Gadomski, MSc, ITIL Expert Senior Specialist, ITSMExecutive Service Management Consulting

Housekeeping

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• This webinar will be available shortly after its conclusion• Share this webinar and check out the supplemental webinar ‘4

Ways to Reduce Costs and Increase IT Value with a Modern Service Desk’

• Have a question regarding anything that is covered during this webinar? Use the BrightTalk ‘Ask A Question’ window to submit your question to the webinar panel!

Today’s Presenters

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Adam OBrien• Product Marketing Manager• SunView Software

@TheAdamOBrien

Andrzej Gadomski, MSc, ITIL Expert

• Senior Specialist, ITSM

• Executive Service Management Consulting

• Board Member – itSMF Canada

Agenda

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• IT is the Business, and the Business is IT

• Key Opportunity

• 5 Ways to Run IT Like You Mean Business

• Recommendations/Next Steps

• Q&A

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IT is the Business&

The Business is IT

A Cultural Transformation

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What Is Usually Wrong

No Service Culture

Outdated Technology Poor

Processes

No Reporting

No Business Alignment

Lack of Communication

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Objectives

Common Objectives

Define Services

Reduce Costs

Improve Customer

Satisfaction

Efficiency and

Effectiveness

Eliminate Silos

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Continual PlanStabilize

Workforce

Invest in People

Set StandardsImprove Practices

Repeat

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Plan and Stabilize

New job descriptionsPosition transfer plan

Training and development

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Invest in People

Core Skills Training

Customer Service

Orientation

Collaboration vs Silos

Career Developmen

t

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Core Competencies

Results

Oriented

Time Management

Continual Improvement

Collaboration and Teamwork

Customer Service

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Benefits of ITIL Framework

Time Management



Customer Service

Delivers a single, defined, scalable, repeatable and documented framework.

Defined services. Defined roles and responsibilities.

Delivers reduced and justified cost.

Helps with governance.

Improved information and communication.

Defines and measures. Continual improvement.

Improved relationship. Better trust between business and IT.

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How To Do It – Common Approach

Time Management



Customer Service

Training campaign

Communication

Assessment of current environment

Selection of processes to improve

Project plan

Execute the plan

Celebrate the success

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Development Approach

Time Management



Customer Service

Process Assessment

Process Definition

Process Design

Documentation

Implementation

Governance

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Tool Selection

Time Management



Customer Service

Develop Requirements

Tools Review

Tool Selection

Implementation

Go Live

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Service Improvements

Time Management



Customer Service

Defined Services

Service Owners

Service Catalogue

Lean Methodology• Applications• Infrastructure• Technical

Support

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Lessons Learned

Time Management



Customer Service

EmpowermentStakeholdersPartnersMomentum

Old HabitsDistractionsFunding Low Expectations

What Work

ed

Challenges

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Summary

Time Management



Customer ServiceSERVICE

MANAGEMENT

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Adam OBrien• Product Marketing Manager

• SunView Software

@TheAdamOBrien

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Key Opportunity

A cross-enterprise perspective on information and processes, supported with technology, helps break down data ownership silos, send information flows up and down management chains and across functions, and drive optimum decision-making.”

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Source: Smarter with Gartner - The 360-degree Approach to IT Cost and Value Optimization

http://www.gartner.com/smarterwithgartner/the-360-degree-approach-to-it-cost-and-value-optimization/?cm_mmc=social-_-rm-_-gart-_-swg

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5 Ways to Run IT Like You Mean Business

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1. Align IT and Business Strategies

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2. Consolidate IT Infrastructure

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3. Collaborate Across The Business

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4. Track Performance

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5. Celebrate Victories

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Recommendation – A Unified ITSM Platform

ITSM platform that supports

the entire business

Eradicate multiple sources of input and streamline

support

Leverage a unified platform for total visibility

ITSM platform modules

designed to fit your business

needs

Codeless configuration that match organizational needs

Quickly deploy modules to support any business process

ITSM platform that supports automations, reporting, and

persona dashboards

Automate processes, track company wide

goals and KPIs

Improve collaboration, streamline efforts

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Best-Value Service Management Platform for The Entire Organization

ITIL-Based Processes

Codeless Configurations

Persona-Based Dashboards

Responsive Design Self-Service

Integrated Line-of-Business Modules

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Get Connected

Do you have any personal experience or additional questions regarding the topics we covered today?

Get into the discussion:

• Email Andrzej: [email protected]• Email Adam: [email protected]

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Q&A

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About ESMC

Executive Service Management Consulting is the training and consulting organization located in Waterloo, Ontario, Canada.

• We deliver Service Management training and consulting primarily for public sector organizations like universities, school boards and colleges.

• We have 40 years of academic, administrative and technical experience in university environments.

• We have experience with corporate and manufacturing organizations.• We have a clear understanding of unique organizational requirements.

Thank You!If you would like to find out more visitwww.SunViewSoftware.com

LinkedIn.com/companies/sunview-software-inc-Twitter.com/SunViewSoftwareFacebook.com/SunViewSoftware