Selecting ITSM Software

Overview How to Select a ITSM Service Desk Software Vendor, and Not Regret it Later!Planning committees, budgets, demos, and hyperbole, OH MY! Learn from our years of selling software, the questions to ask, and when to walk away. A bridge from the Saints to the Sinners, let us help you make key decisions and vet your vendors before you sign your service desk life away! Your guide starts with this presentation! Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com

Agenda FUD Shields Activate Pick of the Litter – The Demo Pick of the Litter – The Aftermath Second Guess Yourself I Now Pronounce You Chuck & Larry SEND QUESTIONS VIA CHAT Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com

Welcome Service Desk and Social Media, Why You Should Meet Your Users On Their Terms A 12-Step Program for Your Staff When Supporting Your Users Becomes a Codependent Nightmare Survey Says! 10 simple rules to transform your surveys. How to Select a IT Service Management Software Vendor, AND not regret it later. Support Goes Home: How organizations deal with the number of users accessing technology from home. ITIL in the Small Organization What happens when you get a Ferrari and you have no Drivers License: Getting the ITSM Tool of your Dreams? The real cost of FCR Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com

Welcome - ServiceSphere Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com Thought Leadership around IT Service Management Sharing Information with the ITSM Community Webinars Video Best Practices Blogs Social Media Twitter - LinkedIn Live Support

Welcome – Chris Dancy Started as a Help Desk Tier One 1990 Moved to Help Desk Manager FrontRange HEAT & ITSM Consultant Integrations Product Manager for Service Desk & Desktop Management Tool Business Development / Thought Leadership Touchpaper Founder ServiceSphere Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com

Goal Organization Focused / Vendor Agnostic To give an over view of the process – There is much more to the planning than will be covered. Best Practices for RFI/ Demo/ POC To Help IT Service Desk / Help Desk Consumers Vet Vendors. Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com

Disclaimer The most signed up webinar of the series Welcome Vendors?!? Suggestions are a reflection on a history with ITSM software, NOT any one one vendor. Catalyst for topic was HDI event I attended. Direct endorsements are done on a client by client basis. This topic could be multiple sessions. Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com

The Need Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com Analyze Your Need Out of Maintenance Software for the sake of software Leadership Change ITIL Kool-Aid Before you Jump, give your internal processes some attention. “Any process will improve with some attention” –The IT Skeptic

The Warning Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com No matter how good the decision, some one will no be happy. This will be a political processes so check your egos at the door Remember, Vendors need you. It’s a buyers Market; NOW, more than ever. Consider bringing in a specialist to help guide you through the process of selection.

The Warning Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com "I have since come to understand that the answer eluded me because it required a lesser mind, or perhaps a mind less bound by the parameters of perfection“ Software will not solve your problems…..Process won’t make your software any better. People are the only thing that will make this happen.

First Things First Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com Build your Noah’s Arch (Team / Community) Make Your First Meeting About Communication Channels. USE those channels! SharePoint Twitter Avoid Email if Possible

First Things First Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com Define Business Requirements What is the Scope (BEWARE) Budget (No need for the kitchen sink) Timeline (Plan now for at least 24 months out) Project Plan Define Criteria Talk to your Customers Talk to your Level One Techs Create your DREAM LIST

First Things First - Considerations Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com Create Single GATEKEEPER for all external communications. RFP/RFI (check box warning) Keep it under 200 pages! ITIL Kool-Aid Service Catalog Self Service CMDB? Department Creep

Searching – Trade Shows Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com Stand back and watch Talk to Attendees Booth Size = To the Lack of One on One Attention Don’t use your work email in registration

Searching – Industry Peer Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com Attend Local User Groups Subscribe to Newsletters Talk to Attendees Get active in forums and leadership in local groups.

Searching – Vendor Forums Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com When possible sign up to tech forums on Vendor Sites. http://support.XXXXX.com News Groups (Google search under “Groups”)

FUD Shields Activated Hyperbole ROI (return on ignorance) Federated (POC) Configuration – Customization SaaSy (Is your head in the clouds?) Analyst X “Says…..” (the economy is strong) % of FTE (people don’t come in fractions, installation vsmaint.) Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com

FUD Shields Activated Hyperbole Integration (yea right…see the matrix) Process (only for cheese) TCO (ok for prius) Module (you are kidding me?) Road Maps (your trippin) Remember if You Want a BURGER Bakery Butcher Farmers Market Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com

Pick of the Litter – The Demo Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com Create your own script Script 3-4 average scenarios in your environment. Do NOT go by the standard demo. The Demo Exploration During the scenarios, ask for a change that was not mentioned in the script. Make That Change Everyone can make changes to the systems, ask for that change to be there after a closure of the system.

Pick of the Litter – The Demo Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com Record the demo if possible. Give the presenters at least 30 minutes to setup. Look for attention to detail; Your Users, Your Logo, Your Work flow, Your Categories. Make sure the vendor understands your line of business and has studied your organization, ask questions about your organization to the vendor. Core Product Gottcha! Be on the watch for good cop / bad cop.

Pick of the Litter –The Aftermath Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com SPOC Beware of References Remember that BIG NAMES usually have multiple service desks. Ask to Speak to a customer that is in the middle of an implementation. Ask to audit for a day, education (priceless).

Pick of the Litter –The Aftermath – Part 2 Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com Visit an installation Create a Proof of Concept for Last Two Vendors Do not over buy, the modules will be there later Interview technical consultants TAKE YOUR TIME, DO NOT BE PRESSURED BY END OF MONTH/QUARTER!

Second Guess Yourself Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com Licensing Training Knowledge Service Catalog / Self Service Leave your old stuff behind Canned Reports belong THERE Have a back up, that didn’t make the cut (Politics)

I Now Pronounce YouChuck & Larry Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com Invest Time in running dual systems Invest Time Marketing The “NEW” Service Desk to the entire organization. News Letter Promotions and Contests Signs and Banners Take Time For You This decision is good for 24 months! (Just Kidding)

PRIZE TIME! First Person To Email and Correctly Answer: info@servicesphere.com Question: Name Two FUD Terms to Beware Of! Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com

Coming to a Webinar Near You Support Goes Home: How organizations deal with the number of users accessing technology from home. Details: The 1990 United States census showed over 2 million home based workers.Studies by IDC estimate in 2007 this number increased to over 8 million teleworkers.The facts are in, knowledge workers are staying home.The Service Desk has to rise to these new challenges, and the pain is real. Find out how your service centers can adapt as support goes home! Friday July 24, 2009 Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com

Thank You Thank you! For more information on how ServiceSphere can help with Customer Satisfaction and process improvement strategies, contact : chris.dancy@servicesphere.com http://www.servicesphere.com Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com

Selecting ITSM Software

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Selecting ITSM Software