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#TFT14 Ryan Ogilvie - what the hell is IT doing?

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Information about #TFT14 Ryan Ogilvie - what the hell is IT doing?
Business & Mgmt

Published on February 20, 2014

Author: ServiceDeskInstitute

Source: slideshare.net

Description

It's Monday and you are on the elevator with some key figures in the business. Initially there is uncomfortable silence which is backed by a Muzak version of AC/DC's TNT.

With thanks for Ca Technologies for sponsoring TFT14 slides. For a free trial of Nimsoft go to bit.ly/1df6jY7
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Ryan Ogilvie What the hell is IT doing?

What the Hell is IT Doing? Presented by Ryan Ogilvie Twitter:@ryanrogilvie Blog: Service Management Journey Linkedin: ca.linkedin.com/pub/ryanogilvie/2b/183/873

#TFT14

What the Hell is IT Doing?

Is it really that bad? • What are we missing? • We “do” ITIL yet we don’t always see the results we are hoping for #TFT14

Where are we going? #TFT14 If you don't know where you're going, any road will get you

Why we plateau • Mentality • Need to think in terms from business experience • Get out of the rut of thinking like IT – Us vs Them #TFT14

Why we plateau • Process Centric • Always looking at the same things • Very easy to look incidents #TFT14

Look at some other processes #TFT14

Marketing 101 • A rebrand may be required • How will this improve our ability to achieve business outcomes • Pain vs Pleasure #TFT14

Knowledge • What does knowledge pertain ▫ CMS ▫ Knowledge articles via portal ▫ Business knowledge #TFT14

Knowledge • Top benefits ▫ Incident Reduction ▫ Improved business understanding #TFT14

Knowledge • Top challenges ▫ Buy - in ▫ Management of information ▫ Staying current ▫ WORN #TFT14

Knowledge • How do we accomplish our goals • If Big Daddy Kane was in our position he might say, “ITSM ain’t easy…” #TFT14

Event Management • Operational monitoring #TFT14

Monitoring types • System monitoring : • Watches CPU load, free memory (RAM), disk space etc. SNMP based hardware monitoring, etc. • Dependency monitoring : #TFT14 • Checks web server • Integration : • Tracks third party or other integration points • Business activity monitoring: • Records KPI or key performance

Monitoring Services • What does a monitored service look like? #TFT14

Monitoring Services • What does a monitored service look like? #TFT14

Reporting • Remember if you cant measure it you cant manage it #TFT14

Reporting • Don’t make it over complicated #TFT14

Reporting • Small moves • Don’t make it over complicated #TFT14

Reporting • Here are our objectives • Here are our reports on them • This is our strategy for improvement However beautiful the strategy you should occasionally look at the results - Winston Churchill #TFT14

Wrapping it all up "You miss 100% of the shots you don't take." Wayne Gretzky #TFT14

#TFT14 Questions? Twitter:@ryanrogilvie Blog: Service Management Journey Linkedin: ca.linkedin.com/pub/ryan-ogilvie/2b/183/873/

With thanks to our slides sponsor, CA Technologies Try Nimsoft for free at ca.com/NSD-trial

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