Trends and Lessons Learned from Kinetic Consulting Matt

Trends and Lessons Learned from Kinetic Consulting Matt Howe

About me § Employed with Kinetic Data approximately seven years § Presales Engineer and All Around Questioner § Interact with a lot of potential customers § Proof-of-concept activities § Scope projects for new / existing customers § Previously was a consultant in the professional services group 3

Topic … § Trends and Lessons Learned from Kinetic Consulting § Objectives § Share some recurring concepts § Learn how many organizations are facing similar challenges § Insights into the future of request management 4

Trend: Maturing market § More informed customers § Customers who are pushing limits of existing tool sets § Some want to be able to configure everything… § …Some want “turn key” solutions § Integration to “stuff” § Easier experiences for the user § Customers § Internal Staff 5

Question… § On “one of those days, ” how many user interfaces do you deal with? § How many times have you been through training? § How many systems have changed in recent years? 6

Trend: Toward ERM § Expanding scope of catalog § Not just IT Services § Catalog System § Starting points… § All IT requests, regardless of initiation mechanism § Single place for all approvals § Global search Lesson learned: Sounds simple, but not necessarily easy § Buy in from owners of existing systems 7

Trend: Toward ERM 8

Question… § How old is your portal? § Same as it was originally…five years ago? § How does it compare to other things you see on the web? 9

Trend: Portal design/redesign § Less is more § Trend is away from “busy” or information overload § Simplified screens § Focus on search § Navigation terms and structures are difficult across the enterprise 10

Trend: Portal design/redesign 11

Trend: Portal design/redesign § Embedded catalog § Requesteable services are included with other content 12

Trend: Portal design/redesign § Lesson Learned § Can be a long process § Get users involved in discussion: The portal isn’t for you § Mockups / wireframes are helpful… § …But sometimes you need to actually create several examples 13

Question… § Who likes using their phone for web browsing? § How do you enable offsite access to corporate websites? 14

Trend: Mobile browsing § Responsive Design § Optimizing look / feel to the device being used § All new bundles will be responsive § Secure Mobile Browser § No design elements; infrastructure components § Allows access to corporate websites on the device of choice without being connected to corporate VPNs 15

Trend: Mobile browsing 16

Question § Who wants to increase calls to the service desk? § Who is hiring Generation Y / Millennial staff (born in mid-to -late 1980 s onward)? 17

Trend: Self Service § More than creating another channel for logging tickets § Allowing users simple ways to find solutions themselves § You don’t want to talk to Gen X § Gen Y / Millennials don’t want to talk to you § Automated fulfillment where possible § Provide useful information § Alerts / Outages / Scheduled Maintenance information 18

Trend: Self Service: Knowledge… § Integrated into main search screens § Content can come from various sources § Functionality includes § Rating mechanisms § Feedback mechanisms § Whether it was used to solve an issue 19

Trend: Self Service: Automation § Automate delivery processes where it makes sense § Fragile, complex, frequent, good ROI § Delay / don’t automate processes with poor ROI § Simple and infrequent requests § Examples § Provisioning infrastructure § Software deployment § Onboarding / offboarding 20

Question… § Who has international work colleagues? § Are your portals US-only? English-only? 21

Trend: Globalization / i 18 n § Globalization refers to defining processes across the entire enterprise § Implementation depends on requirements and complexity § Single service item or multiple service items § Entitlement determines visibility § Internationalization (i 18 n) § Supporting multiple languages across the portal / services / notifications § ‘English for IT’ has been heard frequently 22

Trend: Globalization / i 18 n 23

Trend: Globalization / i 18 n 24

Trend: Globalization / i 18 n 25

Trend: Globalization / i 18 n § Lessons Learned § Globalization introduces interesting challenges, especially in Europe § European and German Work Councils § Language translations need to keep up with service and data changes § Translation activities should be integrated with service improvement activities 26

Question… § If anyone here approves requests, how often do you deny them? § How many of you have freedom to spending money in your organization? 27

Trend: Approvals § When approvals are really necessary § “Abuse” might cost the company less than productivity lost by waiting for approvals § “Line item” approvals § Allow approvers to reject individual items rather than whole request 28

Trends: Showing costs § Service request costs § Historically § Costs have been more tied to products § IT budget covers costs § Complex charge back processes § Showing cost of services, regardless if charged back § Knowing costs may make people think before requesting services or items 29

Trends: Showing costs § Service Request Costs § Show recurring costs to users § “Subscribed services” may have recurring costs § Often equipment or cloud-hosted or 3 rd party services 30

Question… § What is the most commonly used service item in your portal? What’s the least? § Is your portal a museum of unused services? § Do you know what people search for in your portal? 31

Trend: Curating the catalog § For new services, gather data before creating § Expected usage § Cost savings § Analyze usage statistics § Removing unused service items § Does actual usage coincide with expected usage § Overall goal is to spend resources on services that are used / valuable § Analyzing search criteria § Do people find result when they search? § Key to providing valuable services § Amazon example: Notified with “were you looking for…” message 32

Question… § Has anyone ordered from Amazon? § How about Amazon Subscribe and Save? 33

Trend: Easy … but complex § As catalogs mature, some service items are becoming more complex § Seemingly simple front end forms often require complicated back-end process flows § Automated software § Licensing availability / purchase § Deployment § Reclaim licenses for non-user / offboarding § Server provisioning § Local / Cloud-based server builds § Automated system software deployments § Monitoring § User accounts / access 34

Trend: Easy … but complex 35

Question… § Does your company outsource any services? § Do you use cloud-based applications? 36

Trend: Integrations § SSO Integrations § Active Directory § 3 rd party / cloud-based IDM systems (e. g. , Lighthouse) § Integration to external service providers without customizing ITSM § IBM Maximo § Supporting IBM’s data center outsourcing business § Microsoft § MS Project Online § MS Orchestrator – Runbook automation § Coupa § Cloud-based financial management application 37

Trend: Integrations § SIAM (Service Integration and Management) § Passing tickets and data between providers § Coordinating with multiple ticketing systems § Develop common process interfaces § Develop oversight dashboards 38

Trend: ITIL / ITSM process support § Ticket closure process § Close the loop with end user § Auto-close if confirmed § Reopen if not confirmed § Immediate survey § Ticket escalation § Replaced x-Matters § Escalate tickets to support teams until acknowledged 39

Question… § Have you ever wondered if there is a “better way”? 40

Trend: Beyond the catalog § Front-end to other systems or processes § CMDB § Fulfillment system consolidation § KAPPs and Utilities § Data Management Console § Operations Support Console (OSC) § Service Quality Automation and Management (SQAM) 41

Trend: Beyond the catalog § Front-end to other systems § CMDB 42

Trend: Beyond the catalog § KAPPS and Utilities § Data Management Console 43

Trend: Beyond the catalog § KAPPS and Utilities § OSC 44

Trend: Beyond the catalog § KAPPS and Utilities § SQAM 45

Trend: Beyond the catalog § Lesson Learned § Realize the power of Request / Task § Harry Potter and the Goblet of Fire: “You’re allowed a wand!” § Need a vision § Need more than basic Kinetic skills § HTML, CSS, Javascript, JSP/Java 46

Trends: To avoid if possible § Selfie sticks § Shopping carts 47

Review of trends § Maturing market / maturing products § Customer focused portals § Toward ERM § Engaging, mobile friendly designs § Enable self-service § Analysis § Curate the catalog (build what people want, remove unused items) § Automate and integrate where it makes sense § Kinetic as a Platform § Extend use of Kinetic into other areas 48

Questions and Answers… 49