In tomorrow’s “Everything-as-a-Service World” there will not be a one-size-fits-all approach to selecting the best service management partners for your business. What’s just right for you might be completely wrong for someone else. What is certain is that choosing tomorrow’s ITSM platform based on yesterday’s requirements is a recipe for disaster. So what should you be planning for and who should you be considering? Pink Elephant’s George Spalding dives into some of the trends shaping the industry. Joining him is Dennis Callaghan, Senior Enterprise Software Analyst with 451 Research, who reviews the current vendor landscape and highlights the “best fit” based on business needs. Topics discussed: - “SaaS or On Premise?” – the advantages to both, and to choice - Vendor/Client “Culture Match” – the importance of find the right strategic fit runs deeper than just the technology - Best of Breed vs. All-in-One” – understanding the pro’s and con’s - “Customize vs. Vanilla Install” – what’s preferred, and what’s realistic - “Future Proof” – a checklist to ensure long term success, not just short term gain This webinar concludes with Russel Jesski, IT Director with FCCI Insurance. Russel will share the process his firm went through, and why they chose to partner with EasyVista. For the full webinar replay on this topic, please watch the accompanying YouTube video.

1. Modern Enterprise Service
Management
Which Vendor is right for your
business?
George Spalding
EVP – Pink Elephant
Dennis Callaghan
Senior Enterprise Software Analyst, 451 Research
Russel Jesski
IT Director, FCCI Insurance

2. In tomorrow’s “Everything-as-a-Service World” there will not be a one-size-fits-all
approach to selecting the best service management partners for your business.
What’s just right for you might be completely wrong for someone else. What is
certain is that choosing tomorrow’s ITSM platform based on yesterday’s
requirements is a recipe for disaster. So what should you be planning for and who
should you be considering?
Topics we’ll discuss:
• “SaaS or On Premise?” – the advantages to both, and to choice
• Vendor/Client “Culture Match” – the right strategic fit runs deeper than just the technology
• Best of Breed vs. All-in-One” – understanding the pros and cons
• “Customize vs. Vanilla Install” – what’s preferred, and what’s realistic
• “Future Proof” – a checklist to ensure long term success, not just short term gain
2
Agenda

3. George Spalding
https://www.linkedin.com/pub/george-spalding/4/856/384
George Spalding is the co-author of ITIL® V3’s Continual
Service Improvement core volume. George Spalding was
awarded the 2012 Ron Muns Lifetime Achievement Award
from HDI and is one of the world’s most insightful and
engaging IT Service Management and Support experts.
In addition to his extensive commitment to improving the
industry, George spent several years as a consultant to the
White House on technical presentations and White House
conferences. He also coordinated technical presentations
for members of the President's cabinet, the Smithsonian
Institute, and the Federal Bureau of Investigation. George
is an ITIL Expert, the highest level in the ITIL certification
program, is a regular author of IT articles and white
papers, and is a presenter at global ITSM conferences and
events.

4. Dennis Callaghan
Dennis is a well respected industry expert with expertise
across multiple areas including application
integration/middleware, SOA management, desktop
management, Platform-as-a-Service (PaaS), and
infrastructure management software including application
and Internet performance management, IT service and
asset management, and event correlation and
management.

5. Russel Jesski
Russel Jesski is Director of Information Technology (IT) Service
Delivery at FCCI Insurance Group in Sarasota Florida. FCCI Insurance
Group uses a regional focus to provide comprehensive property and
casualty insurance coverage for the commercial business owner.
As Director of IT Service Delivery, Russel is responsible for leading
the defining, executing and overseeing all of IT”s activities around
Service Management, Project / Portfolio Management and Enterprise
Architecture. Russel works as a conduit between the business and
technology to enable the use of effective technologies and processes
to maximize organizational effectiveness and speed to market.

6. THE ITSM LANDSCAPE
Vendor Overview

7. 7
Trends in ITSM: Beyond ITIL
 IT Management Platforms
 Consumerization of IT: Self-service
 Integrated Asset/Client Management
 Integrated Financial Management
 Enterprise Service Management
 HR
 Facilities
 Legal
 Marketing
 Customer Service

8. ITSM VENDOR LANDSCAPE
8
Enterprise: 10,000+ users to support
ITBM ESM IAM Platform
• ServiceNow X X X X
• BMC Remedy X X X X
• HP Service Manager X
• CA Service Desk Manager X X
• Axios X X
• ITInvolve X

9. MID-ENTERPRISE
9
1,000-10,000 users to support
ITBM ESM IAM Platform
BMC RemedyForce X
Cherwell X X X
EasyVista X X X X
HEAT X X X
ServiceNow Express X X
Samanage X X
SunView Software X X X

10. SMALL-TO-MEDIUM BUSINESS
10
100-1,000 users to support
ITBM ESM IAM Platform
BMC Footprints Service Core (Numara) X
ManageEngine ServiceDesk Plus X X
SysAid X X
EasyVista* X X X X
Samanage* X X
ServiceNow Express* X X
*secondary market

11. From Service Desk to Service Management
FCCI – IT Service Delivery Team

12. 12
Cloud (IaaS, PaaS, SaaS), Mobile
Software, Platform, Infrastructure on
Demand
IT Service Management:
Integrated Process Automation, Service
Request, Incident, Problem, Change
Configuration, Release,
Consolidated Operations:
Enterprise Event Manager,
Correlation, Suppression, Root Cause,
Operational Consoles
Foundational Monitoring:
Event and Performance Data
collection
Business Services
Management:
ITIL, Service Desk, Service
Catalog, CMDB, Change
Management Process
On-going
Start
Environment Provisioning:
Process design, tools, automation
IT Governance:
Plan and Organize, Acquire and
Implement,
Deliver and Support, Monitor and
Evaluate
Financial Management:
Asset Management, Rating
Metering,
Chargeback Process, Infrastructure
SOA Capabilities:
Business Requirements, Organization &
Governance, Architecture, ESB, Applications
Site and Facilities:
Site and Facility Strategy & Implementation, Facility
Resiliency,
Facility Connectivity, Facility Physical Security
Energy Efficiency:
Energy Management and
Reporting, Facility
Cooling
InfrastructureTechnology
Modernize infrastructure
Consolidate workloads
Automate
People & Process
Adopt IT Governance
Implement EA standards
Ensure Sustainability
Recommended
Approach
1
2
3
4
5
6
How we began the journey…
2013 Consulting engagement identified the need to move to more of a Service Oriented approach across IT

13. 13
 Service Analyst
 Project Management
 Enterprise Architecture – Solutions Architect &
Data Architect
Formation of a Team – IT Service Delivery
• Split Service Management &
Project Management into 2 distinct
Applications
• Robust Service Catalog
• CMDB
• Clear definitions on incident,
service request and project
• Understanding of ITIL across IT
• ESB
• Waterfall or Agile / Alignment to
PMI
• Architecture Principles / ARB
• Resource / Capacity Management

14. 14
 Legacy SD. Very clunky and too customizable. We had everything in there
but the kitchen sink with no way to pro-actively monitor what was going on.
What we had…

15. 15
 Change the vernacular from upgrading our Service Desk to implementing
an Enterprise Service Management tool
• Dynamic Service Management Platform (from facilities / hr management to
ordering sandwiches)
• Deeper visibility into incidents / service requests
• Ability to produce a “Showback” report
• SLA definitions and monitoring capabilities
• Full capabilities across the 5 ITIL domains
What we Needed
•

16. 16
"What gets
measured gets done.
What gets measured
and fed back gets
done well.
What gets rewarded,
gets repeated.”
John E. Jones
A New Way to Look at Data

17.  Continued adoption /
training on tool sets
 Both EasyVista & PM
Tool deployed at the
same time
 Governance creation
Where We are Today

18. Questions & Answers

19. 19