just enough may_29_2012

proven experience • proven tactics • proven success

Just Enough!

Peter Lijnse!Managing Partner!

!Twitter: @PeterJLijnse!

© Service Management Art Inc., 2012!

Just Enough?!

juste un oeuf !!!???!


Agenda!

•  Context!•  Roadmap!•  Fundamentals!•  Scalable!•  CSI!


Context!


Context!YOUR COMPANY�S CONTEXT MAP

OUTSIDE TRENDS INTERNAL TRENDS

POLITICAL CLIMATE ECONOMIC

CLIMATE

CUSTOMER NEEDS

SaaS!Cloud!PaaS!

Social Media!

BYOD! Regulatory changes!!Policies!

Unemployment rate!!Contractor resourcing!!Costs!!!

BYOD!

Security!

Outsourcing!

Innovation!!Customer Service!!Outside - In!

Accountabilities!!Leadership changes!

VOCR!

Time to market!

…!…!


Principles behind “Just Enough”!

•  Customer Experience (VOCR)!•  Business Priorities!•  Leadership!•  Clear Accountabilities!•  Agility with Integrity!•  Governance!


Roadmap Development!


Roadmap with clear vision!


Vision is not that clear!


Roadmap Development!

•  Explore!•  Assess!•  Design!•  Develop!•  Implement!•  Review!

© Crown Copyright 2011. Reproduced under license from the Cabinet Office!


Fundamentals!


ITSM Strategy!


ITSM Strategy Components!

•  Scope of Processes!•  Ownership of Processes!•  Roles & Responsibilities!•  Covers the 6 Ps:!

–  Purpose!–  People!–  Process!–  Product!–  Partners!–  Performance!


Five Strategies for Success!

•  Organizational Design!•  Documentation!•  Communication!•  Education & Training!•  Management Information!

Governance!•  Policies!•  IT General Controls!


Leadership!

“We don't need any of this ITIL® crap. If we just hired good people, tell them what we

want done and enabled them to take action – we would be so much further ahead”!

!ITIL® is a Registered Trade Mark of The Cabinet Office.!


Understanding consequences!

“Personal ‘ownership’ and ‘accountability’ for the goals (Value, Outcomes, Costs and Risks) trumps process flows and technology”!!Tweeted by @gamingpaul (Paul Wilkinson) based on what a CIO discovers during an Apollo 13 ITSM Simulation session!


Leadership Qualities!

•  Character is acting in harmony with who we are and in alignment with noble virtues.!

•  Curiosity is the ability to withhold judgment long enough to consider alternatives. Experience and education often block curiosity.!

•  Courage is willingness to act boldly and decisively while taking responsibility.!

•  ‘Can do’ attitude In a world full of “can’t do’s” successful leaders ask, “What can we do?” Bright futures are built with action; bleak with inaction.!

Source: http://leadershipfreak.wordpress.com!


Scalable People, Process & Technology!


Technology Components!

•  Simplicity!•  Cloud / SaaS / PaaS!

•  Objective:!– Monitoring & Control!– Reporting!


The “7” Mandatory Fields!

•  Name!•  Location!•  Service!•  Component!•  Priority!•  Category!•  Workgroup!

“This would tell the story of any

incident… “!!

Different processes have different requirements!

!!!


Process Components!

0: ITIL!

1: Process Guide!

2: Quick Reference Guides, Templates,

Procedures!

3: Work instructions!

Based on:!-  Culture!-  Technology!-  Skills!-  Accuracy!-  VOCR!


BPM versus Adaptive Case Mgmt!

“The path of execution cannot completely be predefined, human judgment and external events and interactions will alter the flow”!

Source: processmakerblog.com!


CSI!


CSI Mindset!


CSI Meeting!

•  Stakeholders!•  Define scope, objectives and agenda!•  Ground rules!•  Supporting documentation!


6 P model!

•  Purpose!•  Performance!•  People!•  Process!•  Products!•  Partners!


Action Plan!

•  Definition of the issue!•  Customer value of solving the issue!•  Expected outcomes!•  Costs of solving issue!•  Risks of NOT solving issue!


Next steps!


Thank You!

All images from: www.istockphoto.com!