Who Are Your Anchor Vendors?

Glenn O'Donnell

Every day we read about technology vendors making acquisitions and merging with their competitors. Some recent examples: Verizon acquired Terremark for $1.4B to take a leadership role in IaaS, NetApp acquired Akorri to move up the virtualization stack, and the highly popularized "storage shoot out" in late 2010 between Dell and HP for 3PAR (ending with HP’s winning bid of $2.4B). Since there is no evidence to suggest a decrease in the pace of these acquisitions, it’s important for infrastructure and operations (I&O) professionals to keep a keen eye on these proceedings. 

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Staffing Your Service Desk Analysts

Eveline Oehrlich

 

Question:

How do you schedule your service desk staff to ensure excellent staffing and achieve service-level targets? Does your service desk solution cover this?

Answer:

The effective staffing of service desk analysts can be complicated. Leveraging historic volume levels for all of the communication channels is one way to plan ahead. Additionally, having insight into planned projects from other groups — e.g., upgrades of applications or other planned releases — is important as well to plan ahead. 

Service desk teams should start automating the workforce management process as much as possible in order to meet the customers’ expectations. Some service desk solutions have the workforce management as part of their functionalities already. If this is a challenge for you today — make sure that you include this key requirement into your functionality assessment list. Use the ITSM Support Tools Product Comparison tool for your assessment. 

In the past week I have been briefed by one vendor who has incorporated workforce management into their solution. helpLine 5.1 Workforce Management allows for optimized planning of the service desk team.

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The ITSM Selection Process

Eveline Oehrlich

Almost every day I get the question: “We want to replace our ITSM support tool; which vendor should I look at?” There are many alternatives today and each vendor has certainly done a great amount of work to position themselves as the best. The success I had in consulting with these clients, and the knowledge I carry with me now, is thanks in part to the clients with whom I have discussed the ITSM space. They have all confirmed that the functionality across these vendors is very similar. This, however, does not help in decision-making — so I’m especially excited to have authored a three-piece research document which might take some magic out of the decision process when selecting ITSM support tools in the future.

This Forrester report is called Eliminate Magic When Selecting The Right IT Service Management (ITSM) Support Tool.  It’s an overview of the process decision-makers need to follow and the important — but sometimes overlooked — other criteria to keep in mind as they work toward launching or engaging with the ITSM vendor community.

I identified four phases of the evaluation process that should be followed:

Plan: Lay the groundwork, set objectives, explore existing conversations, and make necessary early decisions.

Assemble an evaluation team: Putting the right people together to understand the use cases and requirements is critical before the next step.

Define your requirements: Use the ITSM Support Tools Product Comparison to define your requirements.

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IT Is Industrializing – What Does That Mean To Me?

Glenn O'Donnell

 

Like many movements before it, IT is rapidly evolving to an industrial model. A process or profession becomes industrialized when it matures from an art form to a widespread, repeatable function with predictable result and accelerated by technology to achieve far higher levels of productivity. Results must be deterministic (trustworthy) and execution must be fast and nimble, two related but different qualities. Customer satisfaction need not be addressed directly because reliability and speed result in lower costs and higher satisfaction.

IT should learn from agriculture and manufacturing, which have perfected industrialization. In agriculture, productivity is orders of magnitude better. Genetic engineering made crops resistant to pests and environmental extremes such as droughts while simultaneously improving consistency. The industrialized evolution of farming means we can feed an expanding population with fewer farmers. It has benefits in nearly every facet of agricultural production.

Manufacturing process improvements like the assembly line and just-in-time manufacturing combined with automation and statistical quality control to ensure that we can make products faster and more consistently, at a lower cost. Most of the products we use could not exist without an industrialized model.

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