ITSM: Redefining the basics

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Information about ITSM: Redefining the basics
Technology

Published on March 9, 2014

Author: tobywmoore

Source: slideshare.net

ITSM: Redefining The Basics

Toby servicedesk360.com @tobyonsushi

What is the purpose of IT?

Utility To The Business?

Enabling The Business?

The purpose of IT is to build and nurture the relationship a business has with technology

What are the basics?

Incident, problem & change Security Customer service Efficiency & Cost People management

“no one ever got fired for buying IBM”

But the workplace landscape is changing….

What are the new basics?

Problem Solving Privacy, Data & Identity Experience Design Value Creation Leadership & Learning

Things will continue to break…

…people will continue to panic

Business Value Dashboard: Demonstrating how IT investments and strategies create meaningful business outcomes

Business Value Dashboard: Demonstrating how IT investments and strategies create meaningful business outcomes

Incident, problem & change Problem Solving Security Privacy, Data & Identity Customer service Experience Design

Efficiency & Cost Value Creation People management Leadership & Learning

The Fast Response Model

Feature Benefit No Technical Hierarchy (No one is assumed incapable) ‘Time to fix’ based ticket assignment Open channels to Service Desk Weekly role rotation & handovers Fully technical front line Responsive escalation process Reduces customer effort Varied & motivating work load Peer led performance review

Toby servicedesk360.com @tobyonsushi

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