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Business.Next

Business.Next. Presented by Matt Hooper VP of Strategy @ VigilantGuy. Background. Matthew Hooper @ VigliantGuy

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Business.Next

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  1. Business.Next Presented by Matt Hooper VP of Strategy @VigilantGuy Proprietary and Confidential

  2. Background Matthew Hooper @VigliantGuy Before joining Acorio as VP of Strategy, Matt Hooper was the former CEO and co-founder of Smak, a knowledge automation SaaS company serving the recruiting and staffing industry.  For over 20 years Matt has instituted methodologies for business intelligence and optimization.  Leveraging technology to  drive business outcomes, he has built an industry reputation for his highly effective approach to performance engineering and process integration. He has been an industry advocate for Service Management strategies and best practices around ITIL, CObIT and is the Marketing and PR Chair for the Boston chapter of SIM (Society of Information Management). Matt is a frequent industry speaker at local and national conferences, and is founder of ITSM Weekly the Podcast, co-founder of SHIFT, the community of IT Transformation experts (ITshift.org). Proprietary and Confidential

  3. “HELP!” Business.So/Yesterday • End User • End User calls Help Desk • Service Desk • Verifies application issue, notifies Ops ? ? ? • Ops • Collection of evidence, diagnosis, reassignment ? ? • Admins • Collection of evidence, diagnosis, escalation Customer Impact The affect on business ? ? ? • Development • Diagnosis and review, final assessment ? ? • App Support • Team assembly and review of issue, collection of evidence Problem Solved • Ops • Rollout Fix Proprietary and Confidential

  4. Business.Next IT is no longer a department. IT is the core competency of all business functions. The greater the ability to leverage information, the stronger and more sustainable a business will become. Proprietary and Confidential

  5. the MIND GAP Proprietary and Confidential

  6. Queue Management • Objective: Fulfill or resolve incoming requests • Goal: Facilitate requests • Activities: • Log Calls, Emails, Drive-bye’s, Etc… • Label cases with a unique ticket # • Assign tickets to appropriate personnel • Monitor volume and load of requests (Queue depth) • Strategic benefits: • Reduce call time, wait time and open time • Improve customer interaction • Limitations: • Reactive in nature; waits for needs, issues, or request before engaged • Focuses on resources and volume Proprietary and Confidential

  7. “HELP!” Queue Management Flow ? Ticket • End User • End User calls, emails, walks up to Help Desk • Help Desk • Logs request. Provides ticket number. Assigns to support staff based on best guess. Ticket Closed Closed state No knowledge captured ? ? Oh $%!^ • Admins • Looks at logs for errors. • Checks systems are on-line • App Support • Works for them.. • Or does it. • Ops • Nothing’s changed here. Proprietary and Confidential

  8. Queue Management Queue Manager Incidents Requests Metrics: Average Time to Answer Average Open Time for Tickets # of Incidents per Day # of Requests per Day # of Asset requests per Day Assets Proprietary and Confidential

  9. Service Management • Objective: Deliver improved levels of service • Goal: Leverage processes to improve service delivery • Activities: • Align resources & capabilities to services • Control changes to assets supporting services • Create agreements for services across organization • Monitor processes for quality and timeliness • Strategic benefits: • Increase visibility of systems relationship to business outcomes • Identify inefficiencies in standards, process & controls • Limitations: • Still reactive in nature • Focuses on processes and controls Proprietary and Confidential

  10. “HELP!” Service Management Flow • End User • End User calls, emails, walks up to Service Desk • Service Desk • Logs request. Searches Knowledgebase. Resolves if possible Ticket Knowledge Ticket Closed Closed state Knowledge captured • Admins • Event Management detects Load Balancer to Blame. • Ops • Uninterrupted! • App Support • Uninterrupted! Proprietary and Confidential

  11. Service Management Self-Service Portal Knowledge Service Manager Incidents KB Requests Changes Metrics: First Tier Call Resolution On-Target SLA’s Assets under Management # of Changes Managed Problem Config Assets Proprietary and Confidential

  12. Business Management • Objective: Increase stakeholder value • Goal: Leverage IT to create business opportunities • Activities: • Use IT as a competitive advantage to drive business results • Establish brand around IT capabilities • Leverage commodity resources for cost efficiency (Cloud/Outsource) • Implement changes based on ROI instead of resource load • Strategic benefits: • Increase profitability of business functions • Reduce risks and technical debt • Limitations: • Reacts to market conditions and business demand • Business intelligence sits in silos Proprietary and Confidential

  13. “HELP!” Business Management Flow Request Self-Service Provisioning • Support Center • Escalation point for unresolved issues or requests. Helps navigate to appropriate support staff. • End User • End User is Self-Reliant. • Uses Self-Service request system if unable to resolve. Knowledge Ticket Closed Closed state Knowledge captured Proprietary and Confidential

  14. “HELP!” Business Management Flow Self-Service • Support Center • Escalation point for unresolved issues or requests. Helps navigate to appropriate support staff. • End User • End User is Self-Reliant. • Uses Self-Service request system if unable to resolve. Knowledge Incident Ticket Closed Closed state Knowledge captured Proprietary and Confidential

  15. Business Management Flow Outage Notice Self-Service • Support Center • Uninterrupted! • End User • End User is • successfully working Knowledge Incident Ticket Closed Closed state Knowledge captured Event • Admins • Event Management detects Load Balancer to Blame. • Ops • Outsourced! • App Support • Outsourced! Proprietary and Confidential

  16. Business Service Management Self-Service Portal Knowledge Provisioning Service Manager Incidents KB Requests Changes Auto Event Problem Config Key Metrics: Component failure vs. Incidents Reported Releases vs. Incidents Reported Cost of downtime Assets Proprietary and Confidential

  17. Business Agility • Objective: Increase ability to deliver new offerings • Goal: Become or maintain market leadership • Activities: • Utilize business intelligence to accelerate business decisions • Increase departmental technology independence • Accelerate adoption and frequency of changes • Correlate customer demands to technology capabilities • Strategic benefits: • Creates real-time feedback loops to technology drivers • Enables faster adoption of change • Limitations: • Data captivity and access • Governance, compliance and regulation constraints Proprietary and Confidential

  18. “I need” “I want” “I have” Business Agility Flow Self-Service • End User • End User is • successfully working Request Fulfilled Automated provisioning. Provisioning Incident Knowledge • Business Relations Managers • Event Management detects Load Balancer to Blame. Change Cost CMDB Event Portfolio • App Support • SaaS • Support Center • MonitorsSLA’s! • Ops • Outsourced! • App Support • Outsourced! Proprietary and Confidential

  19. Business Agility Management Self-Service Portal Knowledge Provisioning Service Manager Incidents KB Requests Changes Auto Event Portfolio Problem Config Key Metrics: Self-reliant requests Availability of new features Increase in Service Value Assets Proprietary and Confidential

  20. Business Enlightenment • Objective: Drive forward thinking innovation • Goal: Create new markets • Activities: • Build core abilities to operational excellence • Rapid validation of market spaces. • Accelerate adoption and frequency of changes • Correlate customer demands to technology capabilities • Strategic benefits: • Enables proactive measures through data insights • Increases business value through competitive advantage • Limitations: • Data volume, aggregation and processing • Governance, compliance and regulation constraints (no getting away from this) Proprietary and Confidential

  21. Re-Cap Foundation built on Knowledge = Transformation built on trust Proprietary and Confidential

  22. Questions ? THANK YOU! Matthew Hooper Acorio VP Of Strategy @VigilantGuy mhooper@acorio.com (617)412-4388 Proprietary and Confidential

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