The Power of Process: How Samsung Implemented ITIL
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The document discusses how Samsung implemented ITIL processes to improve IT management and team collaboration at their Austin R&D center. It highlights common ITSM pain points, such as poor communication and lack of transparency, and emphasizes the need for defined processes, effective communication, and self-service opportunities. The document concludes with takeaways on the importance of cultural change in driving improvements across the business.
The Power of Process: How Samsung Implemented ITIL
- 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. Unleash the potential in every team. ATLASSIAN MISSION
- 3. What support processes are critical for your IT team? Incident Service Request Problem Change ITIL Certified
- 6. Streamlined Approvals Change Management Integrated IT & Dev Teams Lean Change Process
- 7. Process Processes are often poorly defined or not implemented appropriately within the tools Common ITSM Pain Points Process Communication Transparency
- 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. Transparency Customer or partner teams are often unable to see into pertinent processes and work items Common ITSM Pain Points Transparency Communication Process
- 10. Sometimes a lighter touch is needed ITIL describes processes in great detail ITIL THEORY REAL WORLD PRACTICE
- 11. Jira Service Desk can be as LEAN or ROBUST as an organization needs it to be. FLEXIBILITY
- 12. Implementing ITIL at Austin R&D Center
- 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. No Process No Source of Truth Disjointed Communication Lack of Transparency Why it didn’t work
- 15. We must do BETTERthan this!
- 16. Event Incident Problem Change PROCESS Define, Publish, Follow Create on Transition
- 17. COMMUNICATION CAB Dashboard Templated Email Notifications Single Source of Truth
- 18. TRANSPARENCY CAB Calendar Dynamic Self Service Dashboard Team Calendars
- 19. They Know Where to Find Status and Plans How Has the Picture Improved? Better and More Timely Reporting Customers Know What to Expect
- 21. 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
- 22. Thank you! JACK HARDING | SENIOR CONSULTANT | PRAECIPIO CONSULTING LARRY BROCK | IT CHIEF OF STAFF | SAMSUNG AUSTIN R&D CENTER