IT Service Management Essentials ITSM Nirvana IT Self

IT Service Management Essentials: ITSM Nirvana IT Self Service + Automation = MAGIC

Presenters DON CASSON, CEO, EVERGREEN SYSTEMS Don has led Evergreen Systems since its founding in 1997. Over the years he has spoken at conferences, authored white papers and been interviewed for numerous industry periodicals. Contact: dcasson@evergreensys. com 2 JEFF BENEDICT, ITSM PRACTICE MANAGER, EVERGREEN SYSTEMS Jeff manages the ITSM practice at Evergreen and has worked with ITSM tools for 15+ years. Jeff is an active contributor to the Evergreen Blog and Twitter. (twitter. com/Jeff. SBenedict) Contact: jeff. benedict@evergreensys. com

Today’s Agenda • About Evergreen • ITSM Nirvana – Self Service + Automation • Evergreen’s Self-Service Catalog & Portal (built on Service. Now) • Possible Next Steps / Q&A 3

About Evergreen Systems Quick Facts • 80 person US IT Consulting Firm • Worked with hundreds of Mid-Market, Fortune 1000 Companies and Public Sector Organizations • Over 4, 000 ITSM projects since 1997 • Full lifecycle firm with deep ITSM / ITIL transformation experience • 1 of a few Top Tier (GOLD) & Early Access Service. Now U. S. Partners • Certified Service. Now Application Developer Partner Sample Clients

The Service. Now Demand Problem Demand Exceeds our resources Not always predictable Service. Now is broad & still growing Skilled Resources & Expert Support Skilled resources are hard to find, Grow and keep! When our people need help, where can they turn? Are we even doing the right things? Consultants are expensive The Service. Now Challenge Cost & Ease of Use Contracts, task orders & invoices are a lot of work We spend a lot of time educating consultants

The Traditional Services Model It Is a LOT of Work to Manage This Approach Outside Consultants Internal Team Offshore Support Providers

Evergreen Evolve Designed for This Problem ² Low rates ² Only senior, certified experts ² Part to full time, dedicated team – knows your business ² Flexible ² Scales quickly ² Expert backup ² Agile Methodology, pre-built materials, processes, even code ² Complete solution – one contract Average rates from $65 to $115 per hour! Evolve

Definitions self service Self-service is over the phone, web, and email to facilitate customer service interactions using automation Automation is the use of control systems for operating equipment with minimal to no human intervention. Automation’s biggest benefit is saving labor; however, it can also improve quality, accuracy and precision. 8

A Brief History of Automation Robotic Process Automation (RPA) AI Cognitive Computing Intelligent Orchestration Code Runbooks 9

A Whole Other Kind of Automation Process Automation Business Process Re-engineering Forms Based Workflow Typical Savings – 30 -50% labor / 60 -80% time to deliver service 10

Do We Automate? Opportunities Efficiency Accuracy Speed Quality Consistency Agility “Amazon like” Employee Experience Governance Budget Pressure Competitive Threat Time to Market Pressures 11

Why Has Automation Progressed So Slowly? The Usual Suspects… Lack of Standards Poor Platforms Silos of IT Funding / Executive Support The REAL Reason… Not Consumable by the Customer 12

Not Everyone is Slow on the Uptake… Masters of Complete Self Service Driven Automation Standardized Processes Engineered Consistent High Quality Strong Governance Lights Out Execution 13

Three Constituents of a Service Customers Customer Experience Design From the Customer In, Not IT Out Managers Providers Governance & Accountability Design Management Needs In From The Start 14 Execution Effectiveness Build for the Providers Too or It Will Not Work

Principles of Effective Automation Beautiful Self Service 15 Choice Simplification Automation

Principles of Beautiful Self Service Simple Beautiful Complete Predictive Leading 16

Principles of Choice Simplification Limit the number of choices Lead the customer Ease decision making Option to go “A La Carte” 17

Principles of Automation – End to End Service Process First! Right Process + Right Workflow = a Good Customer Service A Process not reengineered, ought to be SLAs to OLAs drives customer – provider alignment Technical Second RPA Cognitive - AI 18 Technical automation then follows naturally

IT Self Service + Automation Steps to Take 19

Build a Beautiful Customer Portal Simple Beautiful Complete Predictive Leading 20

Define Worthwhile Targets • Use Pareto Principle – 80/20 • Must have significant volume to be worth it • Should be a good candidate for self service – Visible, manageable, measurable • Review Top 10 – Incidents, Requests & Queries • Be proactive in finding common opportunity 21

Build a Service End to End Make consumable in the Service Portal Simplify choices – be proactive Re-engineer process Build forms based workflow RPA Cognitive - AI 22 Apply selective IT automation

Establish Basic Service Ownership Day to day management of a Service Close contact with your customers Close contact with your supporting Services Visible, manageable, measurable SLAs OLAs Customer Satisfaction 23 Service Owner’s Dashboard

IT Operations Pitfalls to Watch Out For • IT is 100/100 - not 80/20 • Great is the enemy of good enough • Value to the customer isn’t always technically difficult • IT Ops doesn’t know how to develop software • IT Ops isn’t very comfortable with Agile’s iterative approach • IT Services & Service ownership are not well understood / established 24

Evergreen’s Self-Service Portal & Catalog Demo POWERED BY SERVICENOW 25

Possible Next Steps? Evolve Demo our Self Service Catalog & Portal yourself! Meet your Service. Now demand flexibly & cost effectively 2 Week Service Catalog Strategy & Roadmap http: //www. evergreensys. com 26

Wrap-Up • Questions? • Thank you for your time. 27