Marel Q1 2024 Investor Presentation from May 8, 2024
Itil service desk business case
1. Business Case
For
ITIL Service Desk Tool
Presented by
David Lutes
2. ITIL Foundations Certified
History
15 years US Navy – Information/Data Analyst, UNIX
Systems Engineer
15 Years IT Leadership – Intuit, Neopost, Esurance,
Triad Financial (and a few “DOT COMs”)
Technical background rooted in hardware
technologies and network architecture
IT Director @ Triad Financial
Desktop & Help Desk Support for 1200 end users
IT Operational support for ~50 business
applications
Change Management Process
Hardware & Network Engineering Support
Data Center Operations
3. Company size (# employees)
Revenue metrics
Business focus – (Products, services, etc…)
Company history/background
Level of management support/appetite for change
All about people, process and technology
Products you reviewed and ultimately selected
4. Project Objectives
A fully integrated IT Service Management
Solution
Alignment with people, processes and technology to
improve operational efficiency
Create a Single Point of contact for all service requests
across the company (IT, HR, Facilities, Contact Center
Operations, etc…) – electronic approval capabilities
Optimize IT Service Delivery through managed workflow
Improve accountability and visibility of IT service and
support
◦ Modules (2 phases):
Incident/Service Request Management w/ user Self-
Service (Ticket/workflow management)
Problem Management
Knowledge Management
(Reduce impact of employee turnover & Tribal
knowledge)
Change Management
Asset & Configuration Management
Service Level Management (SLAs)
5. Today’s Objectives
Show how IT can Add Value:
◦ In order to deliver business value IT must:
Continually improve the quality of service delivery
Enhance productivity of the business overall
Contribute to the bottom line
Share experiences in improving IT maturity
Provide a different perspective to
IT management systems
Display how to maximize your investment in
any technology
6. Framework for Success…
Goal Operational Efficiency
High Performance - Scalable Organization
Increased Availability
Extreme
Infrastructure Expectations Service
Core -------------------
Request
Processes Technology Better -------------------
Review Cross-team Change Mgmt
Communication
Technology People Process
Service Delivery Mindset – EXPECT QUALITY
Core (Cultural Change)
Enablers
IT Standards (Technology & Processes)
7. Framework for Success…
paradigm shift
Goal Operational Efficiency
High Performance - Scalable Organization
Increased Availability
Align Business & IT priorities
Extreme
Core •Cultural
Infrastructure
Technology
Invest inExpectationstechnology
“business”
-------------------
No “geek speak”
Better
Service
Request
Processes -------------------
•Adjustment
Review No “sacred cows”
Cross-team
Communication
No “turf”
Change Mgmt
Technology People Process
Service Delivery Mindset – EXPECT QUALITY
Core (Cultural Change)
Enablers
IT Standards (Technology & Processes)
8. Centralized Service
Core Processes
Understand
1 Service
Each Offering Great
Support Build End-To-End
2 Customer
Group Relationships Customer
Deliver
Experience
3 Quality
Service
9. Examples of IT Business Problems We Solved ( your results
may vary)
Integrated, centralized issue tracking
Accountability & efficiency in Service Delivery
New hire/termination processing
Centralized IT documentation repository
Technology/application escalation handling
Work order process management
IT services catalog – What does IT do?
In business terms
Can be “ordered”
Understanding real costs
10. Key Deliverables
Define mission for each IT group
◦ Map workflow process
◦ Review escalation process
Identify business impact of service outage
Identify business owners
◦ Inventory & understand systems and
applications
Make Metrics a priority (reuse cliché
acronyms)
◦ Key Performance Indicators (KPI)
◦ Key Success Factors (KSF)
◦ Better defined Service Level expectations (SLAs)
Focus on business relevant
communications
◦ Quality reporting
Consistency
Credibility
Usability/Relevance to the audience
11. Why is this working?
ITIL Implementation without evangelizing ITIL
ITIL focus and nomenclature put our team on the same playing field -
allowed us to implement in sections with a common protocol for
discussions/issue resolution
Flexible interface that you can customize and
add onto (new modules, tabs, screens)
Back end design interface allows form, action
and data handling customization
Business rules/BPML workflow engines – the
sky is the limit on automation
Common backend DB (we chose Microsoft SQL)
allows plugging in other applications/systems
easily
Will tie this into our Enterprise Data Warehouse service offerings
12. …What We Didn’t Expect
Frontrange ITSM proved to be a *very* flexible
framework we could expand upon to solve
complex IT business alignment issues
End result was not 100% intentional…we
learned as we went
Implementation workshops
Training
Discovered there was a lot we could do and the
more time we pour into it, the more return on
our investment we get
13. Lessons Learned
Executive Sponsorship is key
Take the utilitarian approach - understand what you
are solving
Development of an appropriate communication plan
for the Stakeholders
In person review meetings during implementation
with Project Manager, Stakeholders and
implementation team
Encourage team participation in ideas on
improvement
Organizationally structured implementation team
with specific defined roles and responsibilities and
proper escalation procedures
Project Management Office – Implementation
Management tracking and ensuring accountability
Don’t skimp on professional assistance & training