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TOOL TIME ITSM tools..... TRENDS HISTORY Local use myths selection

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TOOL TIME ITSM tools..... TRENDS HISTORY Local use myths selection

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    1. “TOOL TIME” ITSM tools..... TRENDS HISTORY Local use myths selection L.C. Christie ITSM consultant

    2. Where are you at?

    3. Different View of the same tool

    4. Trends Merge of vendors / products New offerings springing up 2004-2006: Big releases containing : alignment to ITIL, web technology and multi-tenancy Vendors differentiating by product bundling or new features Products sold through re-sellers Hard to get experienced tool implementers

    5. Vendor History Much wheeling and dealing over the last few years: eg 2000 – Peregrine has dominant position 2001 – Peregrine buys Remedy for 1.2 billion in cash and stock Sept 2002 Peregrine files for Chapter 11 after accounting irregularities Nov 2002 Sells Remedy to BMC for US $300 2005 HP Buys Peregrine for $425 million 2006 HP Buys Mercury $4.5 billion

    6. Why consider a new tool? Enterprise solution Cultural Change Driver (eeek) Looking for next stage in Maturity eg Problem management, self service Old tool is: Over customised End of Life

    7. Tools in use in NZ The Big Players HP Service desk / Peregrine Service Centre CA’s AHD BMC Remedy Vantive (legacy, EOL) On their heals Frontrange (Heat and ITSM) Axios Assyst Infra Serio Touch Paper Homebuilt Custom built e.g. Lotus Notes database Access Database Freeware Eg Bridgetrack

    8. Myths Tools will make you “ITIL compliant” - MYTH Nowadays – no bad tools, just bad implementations TRUE “Out of the box in a few days” – MYTH

    9. Before you do it Is my current tool that bad? Can I make process wins with the current tool? Tool Owner Strategy

    10. Choosing a Tool/Vendor NZ presence Experience of the development team Consider Pink verify as a base position Synergy with your current suite (cost, connectivity) Reference Site!!!! If upgrading, consider looking wider Make a Decision and don’t look back

    11. Ok lets do it! Treat it as a software development project Get your best IT project manager to lead it Include on your steering committee someone who has done it before Set a strategy - and then make a change board to consider prioritisation requirements “Open requirements” means open cheque book

    12. What you need to consider: Requirements Traceability Matrix SOW from the vendor Testing - environments, licensing, test manager Infrastructure cost, DBA, firewalls Extensibility and connectivity to other tools Protect your upgrade path What are you going to do for reports Old data?

    13. Challenges Data sharing Lack of our understanding in NZ of the costs Experienced Tool implementers Vendors – repeatable processes please!

    14. The future Software As A Service (Saas) Self service for customers eg Self password reset based on memorable information VOIP connectivity and automation Self service of WR through a portal

    15. Summary Set the expectation - “It is the ERP implementation of IT” Not impossible, just hard Know what your objectives are Have a tool owner! Get the right people to help Vendors – have a repeatable process

    16. Additional Material Tool selection: http://www.kmfadvance.com/publication_tool_selection.htm http://www.toolselector.com/index.php?module=itsmtools_tool&type=user&func=view Software as a service For (caution – sales material): http://www.service-now.com/different/myths/ Against: http://www.toolselector.com/modules.php?op=modload&name=News&file=article&sid=3075&mode=thread&order=0&thold=0 Gartner links: Magic quadrant : http://www.bmc.com/USA/Corporate/attachments/Gartner2007ITServiceDeskMQ.pdf Hype cycle http://www.gartner.com/pages/story.php.id.8795.s.8.jsp Forrester Wave analysis http://www.forrester.com/Research/Document/Excerpt/0,7211,41705,00.html Q &A on ITSM, some tool questions http://www.itpreport.com/default.asp?Mode=Show&A=1009&R=GL

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