Tuesday, January 31, 2017


itSMF SFO LIG's Friday Chats

FEBRUARY is Business Service Mapping and Configuration Management  Month. 



Time: WEDNESDAY CALL HAS BEEN MOVED TO FRIDAY BASED UPON MEMBER PREFERENCE. Wednesday February 15 call is now going to be held on Friday February 17. 

itSMF SFO LIG Zoom meeting: https://zoom.us/j/874329968

Or iPhone one-tap (US Toll):  +16465588656,874329968# or +14086380968,874329968#

Or Telephone:
    Dial: +1 646 558 8656 (US Toll) or +1 408 638 0968 (US Toll)
    Meeting ID: 874 329 968

Online Webinar Attendance is FREE for ITSM Members and guests   In the month of February we will explore the approach, values and best practices for setting up a Business Service Mapping that empowers IT Service Management in visualizing the relationships of Business Services to Configuration Items to solve problems, deliver service, and enable agile innovation.  

How did your organization get started, what are your successes?  What are your challenges? How did you deal with: 

  • Executive commitment and support
  • Clear Scope and charter with Easy Wins of High Value
  • Do you have sample templates work plans to share for standard profiling kick off?
  • How did you get your assets under control?  When did you know they were managed?
  • How did you manage initial business service mapping and adoption? 
  • What did you learn that surprised you and added uncommon value to itSM Process?
  • What policies allowed you to embrace adoption, and then improve value? 
  • What did you look for in configuration management discipline before automating? 
  • What did you learn during in business mapping and data population? 
  • How did you ensure accuracy upon inception was maintainable over time. 
  • How did you overcome "resistance" to using federated data from ONE good Business Profile to explore relationships of CIs- Business Services, Processes, Applications, Components, Infrastructure over a half a dozen reports and spreadseheets?  


itSMF San Francisco Bay LIG is the Local Interest Group (LIG) of the Information Technology Service Management Forum (itSMF USA).  Our purpose is to showcase the best of Silicon Valley innovation and provide local IT professionals a forum to network, collaborate, share best practices, and ITSM knowledge.
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If you would like more information about ITSMF San Francisco (Silicon Valley) LIG, email  sfo@itsmfusa.org or on this topic, please contact Dawn Khan


Monday, January 30, 2017

SlideShare Notes: 12/15/2016, Silicon Valley Service Management Leadership Priorities

EVENT TYPE: Annual Holiday Mixer:  Delivering Inspired IT Service Management  

SANTA CLARA, CA:   12/15/2016   Now sharing the much in awaited notes from the Annual Holiday Mixer held at Palo Alto Networks on Scott in Santa Clara.  

The meeting format was a 1,2,3 Innovate workshop where teams brainstormed to produce a list of Challenges and Silicon Valley Service Management Leadership Priorities for 2017. 



Over 16 different Silicon Valley companies were present!  
·                  Kaiser Permanente, 
·                  Palo Alto Networks, 
·                  Cisco, 
·                  Electronic Arts, 
·                  Stanford Healthcare, 
·                  DirectViz Solutions, 
·                  ServiceNow, 
·                  Cherwell Software, 
·                  Kloves

Participated by ITSM Practitioners, Vendors, Directors, Managers, consultants, scrum masters, Developers, Big Data Professionals, and process and tools integrators.  Happy to have ITSMF Los Angeles Local Interest Group participation in this event as well.

Photo Highlight and Event Notes are Posted at:  https://drive.google.com/file/d/0By_0zDajeG59WGN2QjBUek1GRm8/view?usp=sharing  





SUCCESS HIGHLIGHTS:


“Seeing the ServiceDesk, Service Now, Mobile Development, transforming a company by implementing ITSM, seeing the metrics, prove that your ITSM practice is making a difference, is the greatest success. “    
~ Steve Januario, Customer Success Senior Director,   Palo Alto Networks




Service Management  Experience and Incident Response with Security. One of the benefits was automating where they had a lot of manual work that takes over an hour to do, and through workflows we delivered a 90% improvement and performance time down to 30 seconds.  Where are we going with predictive analysis with big data, and the algorithm is learned to make routing easier. "    
                                                           ~ Alex Yupanqui, Solution Consultant  Director,  ServiceNow
“We are building a SAS platform for Financial Management. We help people really understand Service Management to drive sound financial management Mergers and Acquisitions decision making.  Most organizations do not always understand what service they are providing, who consumes the service, and how much that costs.  My greatest success is we work with IT CIOs to help them understand IT Costs and Business Services."   
~Hardeep Singh, Owner, Costnomics   
“Recently shared blogs on “Data Powered IT Service Mangement” and “ Top 5 CMDB Asset Types 
~ Pradeep Bhanot, Director PM and Evangelist for CMDB Data Quality,  Blazent








Challenges:

1)     Automating Work for better throughput:

  • a)      Configuration and Asset Inventory Work & Building processes around Asset Agent
  • b)     How to get started on automation opportunities to replace heavy manual business process
2)     Introducing effective Service Concepts and Solution Enablement

  • a)      Produce better real time linkage systems issues to knowledge to boost resolution
  • b)     Improve mobility, automation, self-help, and self-healing solutions.
3)     ITSM Value- Boot-strapping ITSM efforts, Quick start Ideas?

  • a)      What must we change to continue to deliver value?
  • b)     Selling the Value. Why ITSM?
  • c)      Anticipating how the end user will respond, and deliver to their needs
  • d)     How to integrate process Change, Incident and Problem view to improve ITSM?
4)     Implementing across diverse functional teams

  • a)      How is this going to make money, deliver service our customers need?
  • b)     How to rotate analysts across functions to gain context and improve engagement for take a business and IT person for a day to understand our partners business and innovate better together.
5)     Breaking down and maintaining key processes

  • a)      Create a shared vision for inspired service experience LOOK like? Does THIS deliver it?   
  • b)     How to get Management to Embrace, Accept and Adopt IT Service Management
  • c)      We should have a roadmap that aligns with the business.
6)     Defining a service taxonomy and consistent language to model and measure consistently

  • a)      Business & Service Mapping Models—What data/configs to begin with?
  • b)     Change Management Access & Change/Configuration Control
  • c)      What Data must be collected to support and improve services not just present what is measure-able?
  • d)     Presenting, Understanding and Prioritizing CPI/KPI
  • e)     What are our key services? How are we delivering? At what cost?
7)     Persisting Service Improvement that works with your culture, customer and business needs.

  • a)      How effective are we adopting these processes?
  • b)     Align Business Perspective to enable sustainable process with service consistency
  • c)      How to keep processes fresh, effective and evolving with the business to stick? 
  • d)     Align Business Perspective to enable sustainable process with service consistency

Top Priorities:

1.     1Simplify IT Complexity into Executive and Business Value Proposition
2.  Customer Focused KPIs
3.  Proactive Service Orientation for Users
4.  Measure, review and manage business alignment
5.  Discuss roadmap and enabling/advancing innovation capabilities
6.  Maintain aware business projects
7.  Design Service to Deliver, Articulate and offer collaborative/consultative services


Wednesday Afternoon Best Practice Chat Zoom Conference February 1, 2017   1:00 – 2:30 pm PST

Configuration for IT Service Management: 
Getting started with ITSM Best Practices with Service Configuration Management, and Business Service Mapping.  
  • What do you do to deliver maturity from Getting Started to regular review in your Service Configuration Asset Management Initiatives?  
  • What challenges did you overcome in setting up your CMDB?  How to approach Business Service Mapping?

If you have examples to share on how you got started, share them in advance, in our LinkedIn Group or bring them to the Wednesday chat.  Let’s talk best practices with your host Dawn Khan

itSMF SFO LIG Zoom meeting. https://zoom.us/j/838922124
iPhone one-tap (US Toll):  +16465588656,838922124# or +14086380968,838922124#
Or Telephone +1 646 558 8656 or +1 408 638 0968 
    Meeting ID: 838 922 124


itSMF San Francisco Bay LIG is the Local Interest Group (LIG) of the Information Technology Service Management Forum (itSMF USA).  Our purpose is to showcase the best of Silicon Valley innovation and provide local IT professionals a forum to network, collaborate, share best practices, and ITSM knowledge.

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If you would like more information about ITSMF San Francisco (Silicon Valley) LIG, email  sfo@itsmfusa.org or on this topic, please contact Dawn Khan 

Webinar Video: 01/12/2017 Measuring Process Maturity

Free Webinar : 01/12/2017 from 6:30 pm – 8:00 pm PST: 
IT Service Management Forum itSMF SFO Measuring Process Maturity

Ivan Erdos,  Process Architect   
George Grenville, Process Specialist  



A measured process maturity model helps align organizations, with what needs to be improved and how improvement is achieved.  A journey in the development and usage of the method of a Maturity Model, highlighting practical learnings and potentials.  



Kaiser Permanente created KMMI, the maturity assessment method was developed to assess maturity of processes regardless of their specific capabilities but measuring their compliance to the corporate policies and standards.

  • Video of the presentation is included. 
  • Notes are available for view at (LINK)

Our thanks to the following:

  •  Videoconference Editing by Kyle Mular
  •  Webinar conference by Zoom 










NEXT CALL:  Wednesday February 1, at 1:00 – 2:30
Approaching Configuration Management: Getting started with ITSM Best Practices with Service Configuration Management, and Business Service Mapping.  
  • What do you do to deliver maturity from Getting Started to regular review in your Service Configuration Asset Management Initiatives?  
  • What challenges did you overcome in setting up your CMDB?  How to approach Business Service Mapping?

If you have examples to share on how you got started, share them in advance, or bring them to the chat.  Lets talk best practices with your host Dawn Khan

itSMF SFO LIG Zoom meeting. https://zoom.us/j/838922124
This weeks Topic Config for IT Service Management
Time: Feb 1, 2017 1:00 PM Pacific Time (US and Canada)
iPhone one-tap (US Toll):  +16465588656,838922124# or +14086380968,838922124#
Or Telephone +1 646 558 8656 or +1 408 638 0968 
    Meeting ID: 838 922 124



itSMF San Francisco Bay LIG is the Local Interest Group (LIG) of the Information Technology Service Management Forum (itSMF USA).  Our purpose is to showcase the best of Silicon Valley innovation and provide local IT professionals a forum to network, collaborate, share best practices, and ITSM knowledge.
# # #
If you would like more information about ITSMF San Francisco (Silicon Valley) LIG, email  sfo@itsmfusa.org or on this topic, please contact Dawn Khan


Sunday, January 29, 2017

Event Video: 12/15/2016, Holiday Mixer 1, 2, 3 Innovate Workshop - How To Deliver Inspired Service Experience!!

1,2,3 Innovation Mixer Brainstorm:  How To Deliver Inspired Service Experience!!

SANTA CLARA, CA   12/15/2016:   Here is the video of our December Holiday Mixer held at Palo Alto Networks.  It was a very very rainy night in Silicon Valley with flooding and traffic around.  Amazing though for those of us able to come together- over a dozen companies were represented with a very nice mix of ITSM Practitioners and Business Leaders, Developers, Managers, Directors, a few scrum Masters, some incredible Process Subject Matter Experts. 


Attended by over 16 San Francisco Bay Area IT Service Management Enterprises with some welcome visits from IT Service Management Forum Los Angeles Chapter for this event!  Meeting had a great cross section of IT Service Management Professionals with experience from the following (just to name a few): 
  • Kaiser Permanente, 
  • Palo Alto Networks, 
  • Cisco, 
  • Electronic Arts, 
  • Stanford Healthcare, 
  • DirectViz Solutions, 
  • ServiceNow, 
  • Cherwell Software, 
  • Kloves


Ideas shared were highly compelling, and the 1,2,3 Innovate Workshop Agile Format encouraged participation, where each thought seemed to build towards a solid list of key solutions that with potential to deliver an even more inspired service experience. Executives and Subject Matter Experts shared challenges, and some of the amazing solutions they are developing to improve the way service is delivered, perceived, and valued.  Some are working in partnership with business units to share the IT Solution packaging in new and innovative ways. 




Most compelling quote became the centering theme for “How to REALLY represent Inspired Customer Service” came from Stephen Carn, Director, Enterprise Computing and Operations at Varian Medical Systems who said,





“Customers needs fit a few key aspects with providing a service: 
  • Value for Time & Money; 
  • Quality;  Consistency ;  
  • Reliability ; 
  • Speed ;  
  • Productivity; 
  • Scalability; 
  • Resiliency. 
HOW are the outcomes of those things we plan to do,  going to increase our ability to respond to our customers needs?”

Our thanks to the following:


Video of the brainstorming follows.   Slide deck with notes will be shared soon. 



NEXT EVENT:  FREE WEBINAR: ITSMF January 12 2017 Measuring Process Maturity  

Ivan Erdos, Process Architect and George Grenville, Process Specialist from Kaiser Permanente will share how they developed, deployed and improved a general (non-process specific) organizational maturity assessment in KP IT, and beyond to Enterprise Shared Services. 

itSMF San Francisco Bay LIG is the Local Interest Group (LIG) of the Information Technology Service Management Forum (itSMF USA).  Our purpose is to showcase the best of Silicon Valley innovation and provide local IT professionals a forum to network, collaborate, share best practices, and ITSM knowledge.
# # #
If you would like more information about ITSMF San Francisco (Silicon Valley) LIG, email  sfo@itsmfusa.org or on this topic, please contact Dawn Khan




Monday, January 9, 2017

Free Webinar: itSMF SFO LIG's Online Meeting : Measuring Process Maturity Thurs 01/12/2017 6:30pm - 8:00 pm


itSMF SFO LIG's Webinar/Online Meeting : Measuring Process Maturity

Time: Jan 12, 2017 6:30 PM (GMT-8:00) Pacific Time (US and Canada)
Zoom Online Conference: https://zoom.us/j/711106591
iPhone one-tap:                +14086380968,711106591#    or  +16465588656,711106591#
Or by Telephone Dial:    +1 408 638 0968  or        +1 646 558 8656    
Meeting ID: 711 106 591

Online Webinar Attendance is FREE for ITSM Members and guests   A measured process maturity model helps align organizations, with what needs to be improved and how improvement is achieved.  A journey in the development and usage of the method of a Maturity Model, highlighting practical learnings and potentials. Join for free from where you are.

Ivan Erdos,  Process Architect and George Grenville, Process Specialist from Kaiser Permanente will share how they developed, deployed and improved a general (non-process specific) organizational maturity assessment in Kaiser Permanente IT (KP IT), and beyond to Enterprise Shared Services. 


     Transformed a KP IT's 5-year old internal standard for measuring organizational maturity to extend its use and value beyond IT processes.
     During the years, it has been proven, the method is an important tool to compare processes in six different dimensions, providing a good basis for continual process improvement from an organizational maturity standpoint.
George Grenville
        KMMI the maturity assessment method was developed to assess maturity of processes regardless of their specific capabilities but measuring their compliance to the corporate policies and standards.

itSMF San Francisco Bay LIG is the Local Interest Group (LIG) of the Information Technology Service Management Forum (itSMF USA).  Our purpose is to showcase the best of Silicon Valley innovation and provide local IT professionals a forum to network, collaborate, share best practices, and ITSM knowledge.
# # #
If you would like more information about ITSMF San Francisco (Silicon Valley) LIG, email  sfo@itsmfusa.org or on this topic, please contact Dawn Khan