the path to true service management - wining the hearts and minds of people

Welcome to

ITSM Southern SummitAtlanta Local Interest Group

David MainvilleNavvia

Winning The Hearts & Minds Of The People

The Path To True Service Management

David MainvilleCEO / Co-founder

dmainville@navvia.com

Twitter @mainville

What factors limit ITSM success?

People Don’t Care!

The #1 factor limiting ITSM success

More accurately, they don’t care about ITIL, processes or yet another ITSM tool.

People care about getting their job

done!

I’ve got the business demanding more…

I’ve got to find ways to reduce cost…

I’m busy keeping IT running…

Executives

Management

Technicians

People care about their job

What's your #1 job?

ITSM leadership

Winning their hearts and minds

ITSM leaders are…Authentic InspirationalHonest

Good ListenersGreat Communicators

Demonstrate leadership

At every step of the ITSM journey

Where are we today?

Where should we

be?

How do we get there?

How do we stay there?

How do we get better?

Tools for the ITSM leader

Where are we today?

It’s never about the score

Assessments are a great tool, but…

ITSM assessmentsAn assessment is a great way to win the hearts and minds of your stakeholders

– Gives you an opportunity to inspire the troops

– Gives you a forum to listen to your stakeholders

– Let’s you identify and prioritize gaps that matter to them

– Provides the proof you need to to create a catalyst for real change

Where should we be?

The goal is closing gaps

ITIL adoption isn’t the destination

Developing your planDevelop a realistic roadmap

– 70% of a great ITSM program happens outside your ITSM tool, take a balanced approach

– Focus on real issues – prove you’ve been listening

– Beware the “lift & shift” and the “big bang” approach

– Leaders are not afraid to be honest if pressured to take a sub-optimal approach

How do we get there?

Focus on tangible wins

Don’t paint a bulls eye on your back

ITSM implementationThere is more to service management than a tool

– Collaboration is key to ITSM implementation

– There is no such thing as “out of the box”

– Process and technical requirements are equally important

– Remember to ask yourself “is this adding value”

– Training is one of the best ways to foster adoption

How do we stay there?

Hold folks accountable

Win their hearts & minds then…

ITSM sustainabilitySuccess is the key to ITSM sustainability

– Get people involved and vested in ITSM

– Get consensus and hold people accountable for what they agreed to

– Produce evidence that the ITSM program is working and meeting the needs of the stakeholders

– Communicate success in terms that are meaningful to your stakeholders

How do we get better?

Remember, it’s a journey

Go back and re-assess the situation

ITSM improvementFocus is the key to improvement

– Perform regular “health checks” by getting out and talking to your stakeholders

– Be flexible to changing needs

– Many small successes is better than one epic failure

– Remember - ITSM is about helping your stakeholders to do a better job, stay connected to them

– Beware the “ivory tower” mindset where you know better than others

Are you an ITSM Leader?

It doesn’t matter what ITSM tool you’ve selected, or how detailed your process documents are, if you haven't won the hearts & minds of the people your ITSM

program will fail.

Are you an ITSM leader?

Over 15 years of ITSM leadership

Software & Services• The Navvia Software for ITSM programs

• A full-service ITSM consultancy

– Strategy

– Assessments and roadmaps

– Process design and implementation

– Tool selection and implementation

– ITSM training