For most people, ITSM starts with the Service Desk and incident management. While that’s a great start, the real benefits come when you move beyond your first process and introduce ITSM as the foundation for extraordinary service delivery. You will learn: A brief history of Service Management and its underlying benefits The “down and dirty” of designing a process The importance on communication and obtaining “buy-in” for ITSM The concept of the ITSM program office Building and executing an ITSM roadmap

1. Applying ITSM
to Higher Education
Ge#ng
Started
with
ITSM
August
22,
2013

2. Laying the groundwork for ITSM
success
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Visit
SlideShare.com,
search
for
GoNavvia
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3. Today’s
Hosts
David
Mainville,
Co-­‐founder
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Cecile
Hurley,
Customer
Success
Manager

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Housekeeping
Q A&
Type
Your
QuesCons
Here

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100% ITSM focused - Over 14 years of ITSM success!
Software & Services for your ITSM program

7. 7Copyright
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“IT
Service
Management
is
a
journey…”

8. So
Why
IT
Service
Management?
2013-­‐08-­‐22
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“born
out
of
necessity,
ITSM
brings
order
to
chaos
and
results
in
superior
service
&
improved
business
outcomes”

9. IT
Service
Management
is
not…
• Service
Management
is
not
a
”tool”
• Service
Management
isn’t
a
“process”
• Service
Management
isn’t
a
“department”
• Service
Management
is
not
the
help
desk,
systems
administrators,
or
an
army
of
technicians
• Service
Management
is
not
a
“nice
to
have”
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The
purpose
of
Service
Management
is
make
sure
IT
is
run
correctly
and
serves
the
business

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11. Service
Management
Isn’t
New!
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12. Roots
go
back
to
the
70’s
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1970’s
IBM’s
Integrated
Systems
Management
Architecture
1980’s
IT
Infrastructure
Library
(ITIL),
Enterprise
Systems
Management
(ESM)
1990’s
IBM’s
IT
Process
Model
(ITPM),
Microsob's
MOF,
ISACA’s
COBIT,
eTOM
2000’s
ISO20000,
COBIT
5,
AXELOS
(Capita
/
ITIL
JV)

13. Service
Management
is
Timeless…
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…and
Technology
Independent

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15. Engage
Your
Stakeholders!
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Develop
a
Plan!
Current
State
Future
State
Quick
Wins
Process
Enhancement
Technology
Deployment
OrganizaConal
Change

17. Design
to
Improve!
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18. Find
the
Balance!
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VS.

19. Remember
to…
• Engage
ALL
your
stakeholders
• Keep
the
process
simple,
concise
and
clear
• Don’t
start
from
scratch
• Capture
automaCon
requirements
• Validate
frequently
• Avoid
scope
creep
• Educate
and
communicate
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2013
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21. Achieving
ITSM
Governance
• Define
your
processes
• IdenCfy
the
Control
ObjecCves
• Assign
Accountability
• Require
evidence
• Measure
and
report
May
2013
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22. Remember
to
Educate
• Training
fosters
adopCon
• Build
an
educaCon
plan
that
addresses
all
your
stakeholders
• Consider
various
training
formats
• Consider
using
your
“go
to”
people
to
do
the
training
May
2013
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24. The
ITSM
Program
Office
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25. Who’s
Involved?
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Process
Owners
ITSM
SME
ESM
Tools
Architecture
OperaCons
&
Infrastructure
ApplicaCon
Development
Business
Liaisons
ExecuCve
Steering
SMO

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Four simple things to do!

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Coming Soon

29. • If you need help we are here!
o ITSM Professional Services
o ITSM Education
o The Navvia Process Management tool
Check us out: https://www.navvia.com/test-drive
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30. Thank You!!
David
Mainville
dmainville@navvia.com
Twirer:
@mainville
navvia.com/library
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