1. Updates from
HDI Capital Area
HDI Capital Area
July 2013
10/17/2013
©2013 HDI. All rights reserved.

2. HDI Capital Area
www.hdicapitalarea.com
hdi it l
• Upcoming Meetings
Upcoming Meetings
– August 21st – A NASA Case Study on Setting up a
Large Enterprise Service Desk, Washington DC
Large Enterprise Service Desk Washington DC
– September 23rd ‐The Power of Quality Tour with
Malcolm Fry Date Change , Washington DC
Malcolm Fry **Date Change**, Washington DC
• Free for members/$65 for non‐members (a $695 value)
– October 16th – Annual Professional Development
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Event & Vendor Fair

3. Free Consulting for HDI Capital Area
Members and Guests
• Our sponsors (The MIL Corporation, BOMGAR,
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(
p
,
,
EasyVista, BEYOND20, Robert Half Technology
and Issue Tracker) to secure valuable no cost
consulting services for up to one hour
consulting services for up to one hour
• Complete the survey & HDI Capital Area Board
officers will select the most appropriate sponsor
to contact you to help you with your issue,
project or question
• This is a free service there is no cost to you and
This is a free service, there is no cost to you, and
you are under no obligation to purchase anything
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http://hdicapitalarea.com/free‐consulting/

4. HDI Capital Area Sponsors
•
•
Diamond – The MIL Corporation
Platinum
–
–
–
–
•
Beyond20
Bomgar
EasyVista
LANDesk
Gold
– R b H lf T h l
Robert Half Technology
– Issue Trak
– Cherwell
•
Silver
– P
Pureshare
h
– Service Now
– Time Warner Cable
•
Bronze
– The ACI Group
The ACI Group
– RightStar
•
Web
– ReACT
– TechnoLava

5. Updates from
HDI Corporate
HDI Corporate
July 2013
10/17/2013
©2013 HDI. All rights reserved.

6. Exciting Things are Happening at HDI
• Same great HDI, but a brand new membership
Sa e g eat
, but a b a d e
e be s p
model!
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• You spoke, we listened:
– After considerable research, HDI has aligned and
expanded benefits, and renamed levels to better suit
the needs of our members
the needs of our members
• Current members, don’t fret! Keep your current
membership until it expires
membership until it expires
Learn more: www.ThinkHDI.com/HDIMembership,
or call us at 800 248 5667
or call us at 800‐248‐5667

7. HDI Alliance Partner Discounts
• Alliance Partner Discounts
Alliance Partner Discounts
–R
Resources Members and above
M b
d b
– HDI is partnering with companies to offer expanded
benefits to members:
• Event and training discounts
• Hardware and software discounts
• Access to a wide range of services, resources, and networking opportunities
– Some current partners: CompTIA Ignite Achievements
Some current partners: CompTIA, Ignite Achievements
Int’l, ITpreneurs, KEDARit, NDMA, plus more to come!
– Get Discounts Now:
www.thinkhdi.com/membership/alliance‐partner‐
thi khdi
/
b hi / lli
t
program

8. vChapter Meeting
• Join us on July 16 for the next meeting of the HDI
vChapter!
Ch t !
• Meeting will take place after the HDI Webcast featuring
Greg Gregory s presentation: Revolutionize, Revitalize,
Greg Gregory’s presentation: Revolutionize Revitalize
and Reenergize Your Teams and Your Services
• All members are welcome to attend, and can be a part of
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this new virtual group in addition to your home local
chapter.
www.ThinkHDI.com/Webcasts to register.

9. Connect & Inspire Tour
• Experience unmatched networking power,
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gp
,
connecting with local chapter members and forum
members at this one‐of‐a‐kind event!
• Get inspired by keynote speaker Kirk Weisler
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k
k
l
• Upcoming dates/locations:
•
•
•
San Antonio – August 14, 2013
San Antonio August 14 2013
Minneapolis – September 18, 2013
Nashville – October 20, 2013 (at FUSION 13 Conference)
Free to all! Register at:
www.ThinkHDI.com/ConnectTour

10. HDI Awards: Call for Submissions!
• Each year HDI awards the highest honors in
Each year, HDI awards the highest honors in
the IT service and technical support industry
• These awards recognize support professionals
These awards recognize support professionals
at all levels and as individuals, teams, and
organizations
• View the different awards options and submit
nominations online
i i
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www.ThinkHDI.com/Awards

11. FUSION 13 Conference
• itSMF USA and HDI’s annual event is
happening in Nashville, TN, from
h
i i N h ill TN f
October 20–23!
• FUSION 13 i b i i
FUSION 13 is bringing you fantastic keynote
f
i k
speakers, including Josh Linkner, Mike Walsh,
Larry Winget, and more. (Trust us, you re not
Larry Winget and more (Trust us you’re not
going to want to miss out!)
Register today: www.SMFUSION13.com
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y

12. Power of Quality Tour
• Join Malcolm Fry for a one‐day course as he
Join Malcolm Fry for a one day course as he
discusses and leads in‐depth interactive sessions
on how to truly deliver quality service.
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y
• Learn how to increase quality while balancing it
with performance and cost.
with performance and cost.
• A complete course description, outline and
registration information are available online at:
registration information are available online at:
www.ThinkHDI.com/PowerTour

13. New Courses!
Knowledge Centered Support Fundamentals
Knowledge‐Centered Support Fundamentals
• For a limited time, register for the Knowledge‐
Centered Support Fundamentals (KCSF) certification
exam and receive a free online KCSF course with each
purchase!
• Add the KCSF exam to your cart and enter promo
Add the KCSF exam to your cart and enter promo
code KCSF13 at checkout. The online course will be
added to your account after the order has been
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f
processed.
Learn More: ThinkHDI.com/KCSF13

14. New Courses!
New Professional Development Courses:
p
HDI has partnered with leading suppliers to make a number of new courses
available to the public!
•
Cloud Awareness ‐ P id
Cl d A
Provides a basic understanding of virtualization and
b i
d t di
f i t li ti
d
cloud computing concepts.
•
Cloud Essentials Addresses the business and technical aspects of cloud
Cloud Essentials ‐ Addresses the business and technical aspects of cloud
computing, including adoption, operation, and governance.
•
Virtualization Essentials ‐ Addresses the business and technical aspects of
virtualization, including operation and governance
i t li ti
i l di
ti
d
Learn More: Thinkhdi.com/Courses
/

15. What is CSI?
• The HDI Customer Satisfaction Index (CSI)
The HDI Customer Satisfaction Index (CSI)
Service is a web‐based customer satisfaction
surveying service created specifically for the
surveying service created specifically for the
technical service and support industry.
Try it Free!
Try it Free!
Sign up for a 3‐month trial at
ThinkHDI.com/CSI

16. Where in the world is HDI?
• HDI is on the move Find out where
HDI is on the move. Find out where.
• New feature on HDI’s website that lets you
know where we will be speaking, presenting,
know where we will be speaking presenting
and attending events throughout the year!
• Vi i
Visit: www.ThinkHDI.com/Happenings
Thi kHDI
/H
i

17. New Phone Number
• HDI has recently implemented a new phone
HDI has recently implemented a new phone
system.
• 800 number remains the same: 800 248 5667
800 number remains the same: 800‐248‐5667
• Direct line has changed:
New number: (719) 955 8180
New number: (719) 955‐8180

18. Contact Us!
Be sure to reach out to HDI through all channels:
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•
•
•
•
•
Facebook: ThinkHDI
Twitter: @ThinkHDI
T itt @Thi kHDI
HDIConnect: www.HDIConnect.com
LinkedIn: HDI
YouTube: ThinkHDI
• Support: Support@ThinkHDI com
Support@ThinkHDI.com
• Website: www.ThinkHDI.com

19. Not a Member? Join Today!
Become a Local Chapter member for just $75!
This individual local chapter membership is an opportunity to
connect, network, and learn in your own backyard.
Enjoy benefits like:
Enjoy benefits like:
•
•
•
•
•
•
Attend local chapter and vChapter meetings
Digital subscription to SupportWorld magazine
Apply for HDI awards
Apply for HDI awards
Access to the HDI Job Board
Regular e‐newsletters and digests
And much more!
Learn more at www.ThinkHDI.com/Join
or by calling 800.248.5667
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20. USING ITIL'S KEY METRICS TO
IMPACT CORE BUSINESS DECISIONS
HDI Capital Area Local Chapter
July 17, 2013
July 17, 2013

21. INTRODUCTION
Nikki Haase
– ITIL 3 S i M
ITIL v3 Service Manager
– HDI Support Center Manager
– nikki haase@rightstarsystems com
nikki.haase@rightstarsystems.com
RightStar
– IT consultancy focused solely in Service Management
IT consultancy focused solely in Service Management
– ITIL/Best Practice consulting experience
– ITSM & ITSME (Remedy and Service Desk Express)
implementation experience
– BMC Elite Partner since 2007

22. ITIL HISTORY
V1 – 1986 ‐ 1999
– Th
The original ITIL function‐based practice
i i l ITIL f ti b d
ti
– 40+ books dealing with a variety of IT practices.
– Development sponsored by CCTA (Central Computer and
Development sponsored by CCTA (Central Computer and
Telecommunications Agency) in the UK
V2 – 1999 ‐ 2006
– Updated process‐based practice
– The globally accepted best practice framework for ITSM:
• Service Support
• Service Delivery

23. ITIL V3 –
ITIL V3 – MAY 2007
ITIL service lifecycle‐based practice
Incorporates V1 and V2 as well as tested current
d 2
ll
d
best practices for IT Service Management.
Updated for 2011
U d t d f 2011
Five core lifecycle titles:
–
–
–
–
–
Service Strategy
S i St t
Service Design
Service Transition
Service Transition
Service Operation
Continual Service Improvement
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24. IT AND “THE BUSINESS”
Early
Adoption of
IT
Enthusiasm
for IT
Exclusion of
IT

25. IT SERVICE MANAGEMENT TODAY
IT management is under increased pressure to cut
spending.
spending
Cutting too deeply can have a negative impact on
the organization s ability to function effectively.
the organization's ability to function effectively
The right spending can lead to business value if IT
can:
– Prioritize work efforts
– Clearly define services and service level commitments
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– Streamline processes
Arraj, Valerie. “2009: The Year Of Doing More With Less.” January 16, 2009. ITSMWatch.com
<http://www.itsmwatch.com/itil/article.php/3796936>

26. GOALS FOR IT
VALUE
To design the
g
organization’s IT
infrastructure
To ensure
integrity of
systems that
manage sensitive
financial and legal
data
7
To negotiate
effectively ith
effecti el with
suppliers to
minimize costs
and maximize
value of services
received
To become a
partner in
strategic
business
decisions,
decisions not just
a technician to
implement
operational
requirements
i
t

27. CSI: CSFS AND KPIS
Critical Success Factor (CSF)
– Something that must happen if a Process Project Plan or IT Service
Something that must happen if a Process, Project, Plan, or IT Service
is to succeed. KPIs are used to measure the achievement of each CSF.
For example a CSF of “protect IT Services when making Changes”
could be measured by KPIs such as “percentage reduction of
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unsuccessful Changes”, “percentage reduction in Changes causing
Incidents”, etc.
Key Performance Indicator (KPI)
Key Performance Indicator (KPI)
– A Metric that is used to help manage a Process, IT Service or Activity.
Many Metrics may be measured, but only the most important of
these are defined as KPIs and used to actively manage and report on
these are defined as KPIs and used to actively manage and report on
the Process, IT Service or Activity. KPIs should be selected to ensure
that Efficiency, Effectiveness, and Cost Effectiveness are all
managed.
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28. KEY PERFORMANCE INDICATORS BY
PROCESS
Security Management
Change Management
Ch
Release Management
Problem and Capacity Management
Service Desk and Incident Management

29. SERVICE DESIGN: SECURITY
MANAGEMENT
IT Security Management should be in line with
business security policies and should control all
business security policies and should all
aspects of service management activities.
Confidentiality
Integrity
Availability

30. SECURITY MANAGEMENT
CSF: Effective security management to ensure
confidentiality, integrity and availability of data
confidentiality integrity and availability of data
– HIPAA (healthcare), PCI (credit cards)
– Customer confidence
Customer confidence
KPIs
– Number of incidents caused
Number of incidents caused
by security failures
– Number of security audit
and testing failures
– Number of security improvement
initiatives in place
initiatives in place

31. SERVICE TRANSITION: CHANGE
MANAGEMENT
The purpose of the Change Management process is
to allow for successful IT changes that are beneficial
to allow for successful IT changes that are beneficial
to the business while minimizing disruptions.

32. CHANGE MANAGEMENT
CSF: Well‐managed change processes that minimize
disruptions and, at the same time, provide system updates
disruptions and, at the same time, provide system updates
that meet business requirements
– Visibility into CMDB to identify impacted and related CIs
– Example: In order to handle more sales transactions, a retailer wants
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il
to replace their existing credit card handling systems. The change is
scheduled during a maintenance window outside of peak business
time periods well after the holiday shopping season.
time periods well after the holiday shopping season
KPIs
–
–
–
–
–
Number of incidents caused by a change
Number of RFCs processed
Number of changes bypassing CAB
Number of changes not tested before implementation
Number of changes not tested before implementation
Number of unauthorized changes detected

33. SERVICE TRANSITION: RELEASE AND
DEPLOYMENT
The Release and Deployment Management process works in
conjunction with implementation phase of Change
conjunction with implementation phase of Change
Management. The purpose is to ensure, through reliance on
an accurate CMDB and thorough testing, the successful
release and deployment of new or enhanced services to the
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dd l
t f
h
d
i
t th
production environment. Providing training to the users is also
a part of the deployment process.
14

34. RELEASE AND DEPLOYMENT
MANAGEMENT
CSF: The release of new business services and
features that open up new business opportunities
features that open up new business opportunities
while balancing IT’s desire for system stability
– Testing!
KPIs
– Number of releases implemented
Number of releases implemented
without adequate testing
– Number of urgent releases
– Number of incidents caused
by releases
– Number of failed releases
Number of failed releases
Sutton, Mike and Moore, Tym. “7 Ways to Improve Your Software Release Management.” July 30, 2008 CIO
http://www.cio.com/article/440101/_Ways_to_Improve_Your_Software_Release_Management

35. SERVICE OPERATION AND DESIGN:
PROBLEM AND CAPACITY MANAGEMENT
The first goal of Problem Management: To prevent problems
from happening in the first place!
from happening in the first place!
The Problem Management process includes:
–
–
–
–
Identifying known errors
Root cause analysis
Developing work arounds when problems cannot be resolved quickly
Providing documentation and communication of these activities,
g
,
especially to the Service Desk
Capacity Management
– Pro ides s pport for ser ice design and reporting to problem
Provides support for service design and reporting to problem
management for capacity and performance related issues

36. PROBLEM AND CAPACITY
MANAGEMENT
CSF: Proactive problem management to anticipate and avoid
disruptions in service.
disruptions in service.
– Trends in errors and faults
– Example: IT notices that, over time, network traffic has increased.
There have been some failures of redundant or backup systems, but
There have been some failures of redundant or backup systems but
customers have not yet been impacted. Business forecasts indicate
that customer transactions and activity will continue to increase.
KPIs
KPI
–
–
–
–
–
–
Number of repeat incidents
Number of existing known errors
Average time for diagnosis of problems
Average time for resolution of known errors
Number of incidents related to capacity/performance issues
Number of incidents related to capacity/performance issues
Number of SLA performance targets missed due to capacity

37. SERVICE OPERATION: SERVICE DESK
Definition: A functional unit made up of a group of
individuals responsible for managing requests from
individuals responsible for managing requests from
the business. The Service Desk should serve as a
single point of contact between IT and the
single point‐of‐contact between IT and the
business. Incident Management is typically the
primary focus of the Service Desk.

38. SERVICE OPERATION: INCIDENT
MANAGEMENT
Goal: To resolve disruptions to service as quickly as
possible in a prioritized fashion with minimal
possible in a prioritized fashion with minimal
impact on the business.
Incident Management should follow a documented
Incident Management should follow a documented
process model for identifying, registering,
categorizing, diagnosing, escalating, resolving and
g
g,
g
g,
g,
g
closing incidents.

39. SERVICE DESK AND INCIDENT
MANAGEMENT
CSFs: The ability to handle increasing call volume and to
restore service to customers more quickly
restore service to customers more quickly
– Business value measured in minutes
KPIs
– Mean time to restore service
– Percentage of incidents resolved
within service targets
– Number of incidents bypassing service desk
– Number of incidents escalated
– Average customer satisfaction rating
Average customer satisfaction rating
– Staff turnover rate
– Average cost per call

40. OTHER IDEAS?
IT Service Asset and Configuration Management
– Id tif l
Identify large number of incidents by CI category
b
f i id t b CI t
• Select a different equipment vendor or model
• Provide additional training
Event and Problem Management
g
– Identify incident trends over time
• Determine root cause
• Eliminate underlying problems
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d l
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41. CONTINUAL SERVICE
IMPROVEMENT: DEMING CYCLE
Focuses on
the
th process
Act
Check
elements
Plan
Do
involved in
identifying and
introducing
se ce
service
management
improvements.
improvements
22

42. WHEN IT IS INTEGRATED WITH THE
BUSINESS…
"The new reality is that technology doesn't just
support the business technology powers the
support the business – technology powers the
business and helps drive growth.”
‐ Ann Livermore, Executive VP,
Ann Livermore, Executive VP,
technology solutions group, HP