the leader's path to effective processes & tools
TRANSCRIPT
The Leader’s Path to effective processes and tools
The path to effective processes & tools requires a leader to balance People and
Technology
ACCOUNTABILITY Holding people accountable for
results
COST Building a cost-effective ITSM
program
ENGAGEMENT Getting everyone onboard & moving in the same direction
REQUIREMENTS Building a program that is based
on business needs
The goal is a sustainable
Service Management
program
COST
• Implementation costs • Operational costs • Cost avoidance • Consolidation
When implementing ITSM processes & Tools
“measure twice and cut once”
Processes and Operational Costs
”Process is usually the lowest maturity discipline, but organizations that are more mature than average can see a 7% cost advantage over their less-mature counterparts.” Improve I&O Maturity to Drive Greater Cost-Efficiency – Gartner - September 2013
An exercise to consider • Ask your colleagues to list the top 5 incidents of the year • Reconcile everyone's answer into the top 3 • Estimate the hard cost of each incident
– Leverage any Disaster Recovery or Business Impact Analysis data • Estimate, or at least identify, soft costs
– Such as impact to IT’s or the company’s reputation • Analyze the root cause of each incident
“It’s almost always related to process”
Consolidating Processes & Tools
• Service desk tools • Workflow systems • Disparate interfaces • Discovery tools • Processes
COST
• Bullet 1 • Bullet 2 • Bullet 3 • Bullet 4
ENGAGEMENT
• ITSM leadership • Inspiring the team
• Can’t build in a vacuum • Engaging the right people
COST
• Implementation costs • Operational costs • Cost avoidance • Consolidation
ITSM leaders are… Authentic Inspirational Honest
Listeners Communicators
It 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
Can’t build in a Vacuum “Engagement leads to Adoption”
Engaging the right people
Steering commi:ee
Stakeholders
Subject Ma:er Experts
Core Team
Accountability Engagement
COST • Bullet 1 • Bullet 2 • Bullet 3 • Bullet 4
ENGAGEMENT
• Bullet 1 • Bullet 2 • Bullet 3 • Bullet 4
• Focus on business outcomes • Understand the current state
• Build a realistic plan • Embark on the right path
REQUIREMENTS
COST
• Implementation costs • Operational costs • Cost avoidance • Consolidation
ENGAGEMENT
• ITSM leadership • Inspiring the team
• Can’t build in a vacuum • Engaging the right people
Focus on outcomes In terms that people can relate to
Understand the current state
Build a realistic plan • ITSM success is critical to
sustainability • Remember who your customer is
– get their consensus and buy-in • Avoid “big bang” or “out of the
box” installs • Build metrics and reporting into
the program
Embark on the right path
“It’s seldom the tool that’s the problem”
Embark on the right path
Big Bang Out of Box
Lift & Shift
Requirements
Based
COST
• Bullet 1 • Bullet 2 • Bullet 3 • Bullet 4
COST • Bullet 1 • Bullet 2 • Bullet 3 • Bullet 4
ENGAGEMENT
• Bullet 1 • Bullet 2 • Bullet 3 • Bullet 4
• Bullet 1 • Bullet 2 • Bullet 3 • Bullet 4
REQUIREMENTS
• ITSM Governance • Service Management Office • Continual Service Improvement • Embedding into the culture
ACCOUNTABILITY
COST
• Implementation costs • Operational costs • Cost avoidance • Consolidation
ENGAGEMENT
• ITSM leadership • Inspiring the team
• Can’t build in a vacuum • Engaging the right people
• Focus on business outcomes • Understand the current state
• Build a realistic plan • Embark on the right path
REQUIREMENTS
ITSM governance & service delivery
Actual Service Levels Desired Service Levels
� Ungoverned processes “wear down” over time � The result is service variability versus consistency � More effort to manage / less customer satisfaction
The ITSM program office
ITSM PMO
SME
Communications
Metrics
Design CSI / SIP
Reports
Governance & CSI
Assess Design & Govern
Embedding ITSM into the culture • Engage your stakeholders
– Empower them to be part of the solution • Communicate
– Both the vision and strategy • Celebrate successes
– Leverage wins to drive change • Hold people accountable
– Combination of carrot & stick • Don’t underestimate the need for training
– Training enforces good practice • Implement a governance program
– Measure controls
ACCOUNTABILITY Holding people accountable for
results
COST Building a cost-effective ITSM
program
ENGAGEMENT Getting everyone onboard & moving in the same direction
REQUIREMENTS Building a program that is based
on business needs
The goal is a sustainable
Service Management
program