organizational change “if you build it they will come”
TRANSCRIPT
Organizational Change“If you build it they will come”
Copyright 2008, Column Technologies
Organizational Change – “If you build it they will come”
Please watch the white team and count the number of basketball passes
In the following video…
There will be a test!
Copyright 2008, Column Technologies
Organizational Change – “If you build it they will come”
The moral of the story…
• “Why didn’t anyone tell us about the gorilla?”
• “What does the gorilla have to do with my basketball game?”
• “Will my basketball skills be enough to deal with the gorilla that is in our midst”
• “How did this gorilla get in here anyway?”
Copyright 2008, Column Technologies
Best Practices: Deploying ITIL in Your Organization
Source: Kubler-Ross Time
Denial & Isolation
Anger & Resistance
Bargaining
Depression
Acceptance
Maturing Processes
Copyright 2008, Column Technologies
“Marketing Campaign”
• “If you Build it they will Come” - Wrong!
• Integrated with communications plan
• Make it fun, and intriguing
• Think “Madison Avenue”
Organizational Change – “If you build it they will come”
Copyright 2008, Column Technologies
“Communications Plan”
• You communicate with people not to people– What Message– To Whom – How often– By what mechanism– With what expected results
• How is 2-way communication fostered?
Organizational Change – “If you build it they will come”
Copyright 2008, Column Technologies
“Best Practices”• “Page 184 Syndrome”
• “Pretty Good Practices”
• ITIL is just a framework – “What does that mean?”
• You can’t implement frameworks
• Authors of ITIL are … or were human
Organizational Change – “If you build it they will come”
Copyright 2008, Column Technologies
Common Lexicon
• Common Language– Starting Point for Common Understanding– Cultural Roots– Shared Aural Experience
• OLA, SLA, CI, Incident, Problem
Organizational Change – “If you build it they will come”
Copyright 2008, Column Technologies
“ITIL Certifications V2, V3…Vn”
• Awareness– All of IT – The Business
• Foundations – Key Personnel – Process Owners– Framework Owners
• Advanced– Specialty Roles– Reward for Influencers– Others – “Career Builders”
• “The How” is missing• “BONDING”
Organizational Change – “If you build it they will come”
Copyright 2008, Column Technologies
“Aim, Shoot , Ready, Shoot”
• Progress – ITIL is not a Rocket Launch
• Muscle Memory – Bocce Ball
• Mile-Deep and an inch Wide
• Inch Deep and a Mile-Wide
Organizational Change – “If you build it they will come”
Copyright 2008, Column Technologies
“Reality – Gut Check”
• Combine your “Rock Stars” and your “Detractors” avoid “groupies”
• Desired Future State• What are your staffs capacities, capabilities?• The journey is just as important as the
destination
Organizational Change – “If you build it they will come”
Copyright 2008, Column Technologies
“Actionable Roadmaps”
• Assessments: 1.68 vs. 2.0?– “Definition of a Consultant”– Organizational Capability
• Buy-in via Participation• Quarterly Deliverables• Measurable/Observable
Organizational Change – “If you build it they will come”
Copyright 2008, Column Technologies
“Flowcharts Abound”• “All the good flowcharts have been
created already”
• Standardize on a taxonomy
• Ensure you value what each decomposition level provides
Organizational Change – “If you build it they will come”
Copyright 2008, Column Technologies
“Measurement Evolution”
• Small, base set, 2-3• Normalize• Add another 2-3• Repeat
– Don’t retire old measurements– Just don’t over-publish
Organizational Change – “If you build it they will come”
Copyright 2008, Column Technologies
“Training”
• Integrated into process teams
• Process and tools
• Rewards and incentives
Organizational Change – “If you build it they will come”
Copyright 2008, Column Technologies
“Sustainability”
• Recidivism - #1 Killer of ITIL Solutions• DIKW
– Data, Information Knowledge Wisdom
• Incentives; large or small IT love’s them• Goal: New rote behavior
Organizational Change – “If you build it they will come”
Copyright 2008, Column Technologies
“Implement, Deploy”
• Evolving Journey• Adoption is more appropriate• What does it look like when you get “there”• SIB – Somewhere in Between
– Simple to Complex
Organizational Change – “If you build it they will come”
Copyright 2008, Column Technologies
Organizational Change – “If you build it they will come”
“People who don’t take risks generally make about two big mistakes a year”
“People who do take risks generally make about two big mistakes a year”
- Peter Drucker