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