talking itsm? - careful, you may just get your mouth washed out with soap! (presented at itsmf...
DESCRIPTION
During my 32 years in Service Management I have seen countless examples of how ITSM has improved business outcomes, So why has process become a bad word? It's because too many ITSM programs have the wrong focus and are stuck in the weeds...learn how to elevate your program and get management buy in!TRANSCRIPT
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Talking ITSM: Careful, you may just get your mouth washed out with soap!
Breakfast Briefing Session 10
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Talking ITSM… …Be Careful
David MainvilleCEO, Co-founder, Navvia
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What an inspirational day!
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When it comes to Service Management…
…I’m a little “long in the tooth”
CMDB?
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Well, maybe not that long….
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Over the years I’ve developed a passion for ITSM….
…Because it works!
ITSM
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So why is it when you propose ITSM….
Project Everest
Reaching the summit of ITSM
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You may just get your mouth…
…washed out with SOAP!
ITSM
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Has your management said…Not another word abut
ITIL!I don’t want to
hear about Process!
6 months to implement change?
Just slam it in!
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IT’S NOT
ITSMTHAT’S THEP RO B L E M
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Do you blame the exercise bike…
…for not getti ng fit?
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Do you blame the diet…
…for not losing weight?
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Do you blame the instrument…
…for not learning to play?
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ITSM / ITIL is a body of knowledge….
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SO WHY THE
ITSMBACKLASH?
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ITSM
Because too many…
…programs are stuck in the weeds!
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So where should the focus be?
Outcomes
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I’m not the only one…
“Process maturity is a good thing to focus on and measure, but it is a means to an end... businesses care about IT process maturity in so far as there is a demonstrable link to improving service outcomes”.
Gartner Inc.
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Free up capital for new services
Improve Customer Experience of IT
Faster Cycle Time
Self Service Portal
Request Fulfillment
Process
Incident Management
Process
Define DATA required to open
the incident
Define integration with Active Directory
Screen Design
“Live Chat” Support Capability
Satisfaction Metrics
Improve transition of new services into production
Mapping outcomes to ITSM…
Outcomes Requirements Processes Tool & Data
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An Alternate View…
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SO WHY HAS
PROCESSBECOME A BAD WORD?
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The vendor says no need for process, it’s “out of the box”….
…It takes too long & it is hard work
We can never get anyone to agree…
...The last project that focused on process failed
We tried to implement ITIL and that didn’t work…
…Our management is not supportive
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The world’s most recognized brands…
…Achieve Business Outcomes through Consistent Processes
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Process means consistent outcomes - delivered!
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ITSM
NEW
CI Powered
Selling the
value!
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Good ideas sell themselves
It’s just common sense, right?
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Selling starts with inspiration…
http://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action.html
“Start With Why – How Great Leaders Inspire Everyone to Take Action” – Simon Sinek
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So what’s in it for me?
People need to know why…they need to know the WIIFM...
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Everyone has their own perspective…
Shouldn’t IT just work? I’ve got a business to run and services to deliver
How do I demonstrate that IT is aligned to the business?
I&O is consuming 60% of my budget, I can’t afford an ITSM project
I haven’t got time for process, it just means more work!
The CEO The CIO
The IT Manager The Technical Staff
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The Universal Translator
ITSMMeans
CEO: Better Services, Faster
CIO: Clear Proof of
Alignment
Manager: Reduced I&O
Costs
Technician: Fewer 3AM
Calls
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I T S MI T ’ S W H AT YO U
DO WITH ITT H AT CO U N TS !
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• There is a backlash towards ITSM• The backlash stems from ITSM programs having the wrong
focus• Every ITSM program should focus on meaningful outcomes• Meaningful outcomes differ by stakeholder • Remember - the world’s best companies know that success
comes from delivering in a consistent repeatable way• Process isn’t a bad word, but it’s the how, not the why• Sell the value of your ITSM program by starting with the
“why” & communicating the WIIFM
Don’t get your mouth washed out with soap!
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Our Company
14 years supporting the ITSM community!
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Resourceswww.Navvia.com/resources
Follow us on Twitter@mainville or @GoNavvia
Take the Conversation Online
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Thank you for attending this session. Don’t forget to complete the evaluation!