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The Power of Process: How Samsung Implemented ITIL

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When Samsung recognized the need for Atlassian applications to adopt ITIL, they turned to us for help. Samsung needed a set of processes for managing, tracking, and communicating their incidents and problems so we streamlined their ITSM processes and configured Jira Service Desk to their needs.

Join Jack Harding from Praecipio Consulting and Larry Brock, Chief of Staff for IT at Samsung Austin R&D Center to learn how they significantly reduced their meantime to recovery and resolution, increased meantime between failures, and greatly improved customer and IT Support personnel job satisfaction.

Veröffentlicht in: Software

The Power of Process: How Samsung Implemented ITIL

  1. 1. The Power of Process How Samsung Implemented ITIL JACK HARDING | SENIOR CONSULTANT | PRAECIPIO CONSULTING LARRY BROCK | IT CHIEF OF STAFF | SAMSUNG AUSTIN R&D CENTER
  2. 2. Unleash the potential in every team. ATLASSIAN MISSION
  3. 3. What support processes are critical for your IT team? Incident Service Request Problem Change ITIL Certified
  4. 4. Respond Effectively Communicate Clearly Collaborate Effectively Improve Continuously Incident Management
  5. 5. Reduce Incidents Increased Visibility Continuous Feedback Learn & Share Problem Management
  6. 6. Streamlined Approvals Change Management Integrated IT & Dev Teams Lean Change Process
  7. 7. Process Processes are often poorly defined or not implemented appropriately within the tools Common ITSM Pain Points Process Communication Transparency
  8. 8. Communication Teams work independently of one another and don’t focus on communication outside of their silo Common ITSM Pain Points Communication Process Transparency
  9. 9. Transparency Customer or partner teams are often unable to see into pertinent processes and work items Common ITSM Pain Points Transparency Communication Process
  10. 10. Sometimes a lighter touch is needed ITIL describes processes in great detail ITIL THEORY REAL WORLD PRACTICE
  11. 11. Jira Service Desk can be as LEAN or ROBUST as an organization needs it to be. FLEXIBILITY
  12. 12. Implementing ITIL at Austin R&D Center
  13. 13. “When did this change?” “What’s the status?” “What caused this to happen?” “Why didn’t I hear about this?” “Where do I find the schedule?” “Who approved this change?” ? ? ?
  14. 14. No Process No Source of Truth Disjointed Communication Lack of Transparency Why it didn’t work
  15. 15. We must do BETTERthan this!
  16. 16. Event Incident Problem Change PROCESS Define, Publish, Follow Create on Transition
  17. 17. COMMUNICATION CAB Dashboard Templated Email Notifications Single Source of Truth
  18. 18. TRANSPARENCY CAB Calendar Dynamic Self Service Dashboard Team Calendars
  19. 19. They Know Where to Find Status and Plans How Has the Picture Improved? Better and More Timely Reporting Customers Know What to Expect
  20. 20. Be honest and transparent with your customers Be intentional Larry’s Takeaways Cultural change in IT drives change across your business Create opportunities for self service
  21. 21. Thank you! JACK HARDING | SENIOR CONSULTANT | PRAECIPIO CONSULTING LARRY BROCK | IT CHIEF OF STAFF | SAMSUNG AUSTIN R&D CENTER

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