Welcome to my business web site. As an independent consultant and trainer, I provide IT service management (ITSM) training, consulting and project management services around best practice guidance such as ITIL®, CobiT, and ISO 20000.
Doing business as MyServiceMonitor, I am also an Authorized Consulting Partner (and was the first US customer) of eG Innovations, the leading provider of infrastructure performance monitoring and management solutions.
I developed ITSM On-Ramp™ Services because I felt the traditional approaches to implementing IT service management did not address the cultural hurdles in most IT organizations, did not help the operations staff quickly (or to any significant degree), and most investments in tools were focused almost exclusively on automating workflows (often defining them for the client) and frequently before clients were really ready for those investments.
ITSM On-Ramp™ Services
ITSM On-Ramp™ Services leverage intelligent service monitoring, best practice guidance and key international standards. While the vision for ITSM On-Ramp™ Services has evolved over the past 3 years, the following principles remain:
Training & Assessment must be an ongoing part of the journey
Training is an important element of achieving the kind of organizational transformation that is typically needed to adopt ITSM.
MyServiceMonitor's training and assessment services establish an organizational understanding of ITSM concepts, quickly identify starting points and gain a consensus on service improvement priorities.
MyServiceMonitor provides fully accredited certification training at customer locations or at the Jersey City campus of the University of Phoenix, conveniently located above the Pavonia PATH station.
Self-Assessment Workshops continue the training process by transferring knowledge to key staff, and establish an ability for ongoing self-assessment.
ITSM is about SERVICES, therefore service definition is fundamental to adopting IT service management
You cannot develop an effective CMDB without taking at least some steps to define services. ITSM On-Ramp Services identify a candidate IT or business service, or can facilitate a Service Catalog Workshop, to identify potential service targets quickly. However, service definition and the creation of a service catalog should evolve over time. The ITSM On-Ramp™ approach is unique in that it bridges the gap between IT and business oriented service catalogs by marrying an understanding of critical business transactions with real-time service infrastructure dependencies.
Using the eG Innovations software, we rapidly establish a view of IT service performance across multiple physical and logical infrastructure tiers; network, system and application. The eG Suite will learn the norms of all measurements and automatically identify which layer of which component is the source of an anomaly.
This service can be obtained as part of engagement deliverables, as subscription services, or licensed based on the client's requirements. It is not required to invest up-front in the eG software, however I have found that a commitment to the eG software helps drive the improvement efforts.
These services can be implemented rapidly (usually in a week or two), often provide immediate relief to overworked operations staff, and can provide feasibility analysis for more effective down-stream process automation decisions.
This cross-silo baseline service is an essential element of the ITSM On-Ramp™ implementation approach. It provides immediate ROI and relief to overtaxed IT staff while establishing an effective foundation for ITSM adoption and process improvement.
Engaging the business must be met with more than words, and must focus on the external customer
Successful ITSM adoption will ultimately require both business and IT tracks. ITSM On-Ramp™ Services add business-oriented training that is simple, effective and gets the business focused on the external customer.
This is achieved through the Customer Expectation Management Methodology (CEMM), which incorporates the concepts of Moments of Truth and Customer Value Chains into a simple to understand and easy to apply approach to achieving organizational success.
Getting a top down, business-oriented definition of services is not enough. The business must be focusing on the right services, from their customers perspective.
The ITSM On-Ramp™ approach can be used by customers, partners and technology suppliers. For a flash presentation on the ITSM On-Ramp approach to IT service management excellence <click here>.
If you are starting your ITSM journey, or are on that road already (and are not sure it's the Right Road), then give me a call at
(201) 826-1374 or e-mail me at jmw@myservicemonitor.com