are itil adoptions doomed russell steyn

Download Are ITIL Adoptions Doomed Russell Steyn

Post on 07-Apr-2018

226 views

Category:

Documents

0 download

Embed Size (px)

TRANSCRIPT

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    1/33

    Are ITIL adoptions doomed?

    Russell Steyn

    Foster-Melliar

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    2/33

    In search of success Foster-Melliar has trained almost 10,000

    people in ITIL and related in the last 10 years

    We have been directly and indirectly involvedin 100s of implementations and adoptions

    Assisted companies with tool procurement

    and customisation We read the newspapers.

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    3/33

    In search of success

    What we are looking for is.

    Success Stories?

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    4/33

    Case studies?

    Name one?

    Now name a company that attributes successto ITIL (i.e. no vendor case study?)

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    5/33

    Unpack the problem ITIL implementations

    The problem lies in the first word

    Of course the problem lies in the second word!

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    6/33

    What is driving ITIL? Certification

    Vendors (tools, solutions, services) Customers demanding adherence to ITIL

    Whats missing?

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    7/33

    What should drive ITIL/ITSM?

    The need / desire to improve service to our

    Customers

    Improve productivity + Reduce costs = Make

    more money

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    8/33

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    9/33

    Certification Are you ITIL certified?

    Does it matter?

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    10/33

    Job Interview

    Candidate A Candidate B

    Smoker

    Has been fired twice Frequently late for work

    citing overslept as the reason

    Has tested positive for

    recreational drugs in the past

    Drinks half a bottle of whisky

    every night Loves Kids

    Has won many awards and

    accreditations Vegetarian

    Non smoker

    Loves animals

    Drinks an occasional beer

    Faithful husband

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    11/33

    Candidate A Candidate B

    Source: snopes.com. Slightly modified

    Job Interview

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    12/33

    Certification Vs Education

    Tied to KPI

    Personal goal (PDP)

    Scored A+

    Certificate never expires

    Training plan

    Individuals identified

    Right level as

    appropriate

    Refresher (Top-up)

    Benefit for company?

    BA

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    13/33

    Interesting Stat What % of people doing ITIL foundation go on

    to do either Intermediate or advanced levels?

    Source: Foster-Melliar 2009

    6%*

    * = ITIL v3

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    14/33

    Lets unpack the drivers Certification

    Vendors (tools, solutions, services) Customers demanding adherence to ITIL

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    15/33

    Lets unpack the drivers

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    16/33

    In a vendor driven world

    Innovation

    Research

    Can solve specific

    problems / issues

    Need to make sales

    targets

    Often not part of the

    greater ITIL/ITSM

    initiative

    Benefit Problem

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    17/33

    Lets unpack the drivers Certification

    Vendors (tools, solutions, services)

    Customers demanding adherence to ITIL

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    18/33

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    19/33

    Why do Customers Demand?

    Reduced Risk when

    dealing with 3rd parties Assurance of

    competency

    Assurance of quality

    We do ITIL so You doITIL

    Isnt that what ISO20,000 is for?

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    20/33

    More Demand?

    And when KING III is legislated?

    What will happen?

    A Prediction

    Companies will say: Help me to ____________

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    21/33

    So, you want yourimplementation to fail?

    Reverse the PPT!

    I can help!

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    22/33

    So, you want yourimplementation to fail?

    Start with a tool

    Arrange the PO

    Hold thumbs

    I can help!

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    23/33

    So, you want yourimplementation to fail?

    Get someone to draw up some processes for you

    No wait.too expensive

    You can get them cheaper

    I can help!

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    24/33

    So, you want yourimplementation to fail?

    Ignoring the people aspect

    No proper [people] change management

    Who will beheld accountable for the initiative

    Do they know?

    Linked to KPI / Incentive? Who will keep the EXCO / Board?

    I can help!

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    25/33

    Why do ITIL/ITSM adoptions fail?

    Your view?

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    26/33

    Russells top 3

    1. Its an IT project (Sometimes not even all of IT)

    2. Its under resourced

    3. Trying to please

    Reasons ITIL adoptions fail

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    27/33

    Un-Doom your adoption!

    1. Start with the people

    2. Does a culture of Service exist?

    3. If not, refer to 1.

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    28/33

    Un-Doom your adoption!

    1. Train for the right reasons

    2. Appoint people for the right reasons

    3. Engage IT Service Providers Consultants for the

    right reasons.

    The right reasons

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    29/33

    Un-Doom your adoption!

    What ever technology you decide on Dont over customise

    Dont over comprimise

    The right reasons

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    30/33

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    31/33

    In summary What is driving ITIL at the moment?

    Certification

    Vendors

    Compliance

    What should be driving ITIL and ITSM?

    A genuine desire to improve service levels

    Costs down Revenue up

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    32/33

  • 8/6/2019 Are ITIL Adoptions Doomed Russell Steyn

    33/33

    Thank You!

    Russell Steyn

    RussellS@foster-melliar.co.za