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Get SMArt! Malcolm Fry Cherwell and ITSM Ambassador No NOT that Get Smart Salvador Dali George Seurat Claude Oscar Monet John William Waterhouse L S Lowry Stephen Wiltshire Bev Doolittle Leon Keer Banksy Am I having a Dali moment? Or Is it a ….moment? Which one do you prefer? • Workarounds are one dimensional • Look at services with an open mind • Perception is the key • The danger is in the detail • Precision takes time and resources • Result is not always what you wanted • Don’t accept vague or incomplete • Feel good is good for staff • Stay focused on staff and services Or is it one of these? • The struggle for 100% • You need a team dream • The clearer the dream the better the results • Don’t manage chaos eliminate chaos • Plan - get involved in change etc. • Get involved in new services - questionnaire • You can achieve great services with guts • Document quality AND performance • Develop staff to meet their potential Or maybe one of these? • Always review before accepting • Look for hidden anomalies • Learn from experience – knowledge • Keep your ITSM perspective • Go to the correct meetings • Look from every angle – customer first • Make your presence felt • Issue reports that impress • ITSM will inherit the world If you ran an art museum!!! Lowe Museum Miami ITIL Processes - The Action processes Change Management Problem Management Service Asset and Configuration Management IT Operations Management (Control & Facilities) Incident Management Access Management Release and Deployment Management Event Management Service Desk Request Fulfilment ITIL Processes - The Influencers processes Change Management Problem Management Service Level Management Service Asset and Configuration Management Knowledge Management IT Operations Management (Control & Facilities) Service Validation and Testing Access Management Release and Deployment Management Change Evaluation Event Management Service Desk The seven-step improvement process Incident Management Request Fulfilment Service Catalogue Management ITIL Processes – The Resourcing processes Transition Planning and Support Application Management Demand Management Availability Management Change Management Problem Management Service Level Management Service Asset and Configuration Management Knowledge Management IT Operations Management (Control & Facilities) Incident Management Capacity Management Service Validation and Testing Access Management Release and Deployment Management Change Evaluation Event Management Service Desk The seven-step improvement process Technical Management Request Fulfilment Service Catalogue Management ITIL Processes - The Underpinning processes Transition Planning and Support Application Management Demand Management Availability Management Change Management Problem Management Service Level Management Financial Management for IT Services Service Asset and Configuration Management Knowledge Management Business Relationship Management Service Portfolio & project Management Incident Management Capacity Management Service Validation and Testing Access Management Release and Deployment Management IT Service Continuity Management Change Evaluation Information Security Management Event Management Service Desk The seven-step improvement process Design coordination IT Operations Management (Control & Facilities) Technical Management Service Catalogue Management Request Fulfilment Supplier Management Strategy Management for IT services ITIL Processes - The complete view Plan Application Management Demand Management Availability Management Change Management Problem Management Service Level Management Financial Management for IT Services Service Asset and Configuration Management Knowledge Management Business Relationship Management IT Operations Management (Control & Facilities) Design coordination Act Service Portfolio & project Management Technical Management Incident Management Capacity Management Service Validation and Testing Access Management Release and Deployment Management Information Security Management Service Catalogue Management Request Fulfilment Supplier Management Check IT Service Continuity Management Change Evaluation Event Management Service Desk The seven-step improvement process Transition Planning and Support Do Strategy Management for IT services Plan Application Management Demand Management Availability Management Change Management Problem Management Service Level Management Financial Management for IT Services Service Asset and Configuration Management Knowledge Management Business Relationship Management IT Operations Management (Control & Facilities) Design coordination Act Service Portfolio & project Management Technical Management Incident Management Capacity Management Service Validation and Testing Access Management Release and Deployment Management Information Security Management Service Catalogue Management Request Fulfilment Supplier Management Check IT Service Continuity Management Change Evaluation Event Management Service Desk The seven-step improvement process Transition Planning and Support Do Strategy Management for IT services Service Strategy Service Design Service Transition Service Operation Change Management Incident Management Release and Deployment Management Service Asset & Configuration Management Continual Service Improvement Problem Management Request Fulfilment Access Management Event Management IT Operations Management Action Components Service Desk Service Catalog Management Service Validation and Testing Service Level Management Change Evaluation The seven-step improvement process Knowledge Management Influencing Components Demand Management Resourcing Components Capacity Management Service Portfolio Management IT Service Continuity Management Information Security Management Strategy Generation Supplier Management Business Relationship Management Design coordination Financial Management Underpinning Components Availability Management Transition Planning and Support Application Management Technical Management Service Strategy Service Design Service Support Service Transition Service Operation Change Management Incident Management Release and Deployment Management Problem Management Continual Service Improvement Request Fulfilment Event Management IT Operations Management Service Desk Action Components Service Catalog Management Service Level Management Service Validation and Testing Service Asset & Config. Management Influencing Components Resourcing Components Additional Requirements Required components Underpinning Components ©malcolmfry Art is everywhere just look for it Bev Doolittle Thanks Thanks Malcolm Fry [email protected] ITSM and Cherwell Ambassador
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