Welcome to the Presentation! • CEO & Co-founder of Navvia
• 30 plus years of Service Management Experience
• Twitter: @mainville
David Mainville
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 2
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 3
ITSM ≠ TOOL However, we need tools to automate ITSM
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 4
ITSM Benefits result from practicing Service Management
• Cost
• Quality
• Employee / Customer Satisfaction
• Communication
• Efficiency & Effectiveness
• Governance
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 5
The benefits are many…
”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
“It’s seldom the tool that’s the problem”
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 6
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 7
If not the tool…then what is? (hint: time for audience participation)
• Insufficient planning
• Poor requirements
• Time pressure
• The fallacy of “out of the box”
• Scope creep
• No buy-in
• Poor communication / education
• No governance / CSI
• Lift & shift
• Big Bang
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 8
In my experience …
7 Steps
Identify Gaps
Foster Adoption
Process Design
Technical Design Validation
Education
CSI
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 9
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 10
Identify Gaps Or you won’t know what needs improvement
Identify Gaps • Why are you implementing a new tool?
• What are the pain points with the current tool?
• Do you understand the users point of view?
• An ITSM assessment can help: – Uncover people’s perceptions
– Foster organizational change management • Dr. John Kotter 8-step change process
– Establish a baseline
– Develop a roadmap
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 11
Identify Gaps
ROADMAP
Ques;onnaires
Interviews Workshops
Observa;ons
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 12
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 13
Foster Adoption You can’t do this on your own
Foster Adoption • Implementation requires organizational change
– And you can’t foster change in a vacuum
• People need to understand “why” – Simon Sinek - “Start With why”
• Every stakeholder has their own perspective – Articulate the “why” in terms that relate to them
• Get consensus – But balance it with getting things done!
• Adoption drives success / success drives adoption
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 14
Foster Adoption
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 15
Steering commiPee
Stakeholders
Subject MaPer Experts
Core Team
Accountability Engagement
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 16
Process Design Get everyone on the same page
Process Design – keep it simple
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 18
Don’t confuse complexity with good design
Process Design • Always ask yourself “are we making things better”
• What are you doing today? What works, what doesn’t?
• Frameworks (like ITIL) provide guidance, they are not the law – Balance frameworks with what's right for your organization
• Processes are intended to improve communication and efficiency, resist the urge to make them overly complex
• There is more to a process than a Visio Flow – Description, goals, objectives, roles & responsibilities, activities & tasks, metrics,
policies, controls, work instructions
• Capture tool and data specifications (technical design)
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 19
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 20
Technical Design Because there’s no such thing as “out of the box”
Technical Design
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 21
For sophisticated companies the process should drive the tool
Process Design Timeline
Simultaneous Process & Technical Design
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 22
Process Path
Technology Path
Technical Design • Out of the box only works for the most simple processes / orgs
– Even then some tailoring is required
• Don’t confuse technical design with customizations – Most modern tool allow extensive tailoring
• Map business outcomes to the tool / not the other way around
• Capture enough detail to tailor the tool: – Process states, triggers, transitions and state diagrams
– Data and tool specifications
– Integrations
– Notifications
• The more detail you capture in advance the smoother the development
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 23
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 24
Validation Helps keep your implementation on track
Validation • Iterative (agile) process design
• Use “show and tell” sessions
• Watch out for “scope creep”
• Validate often and get sign off against requirements
• Constantly communicate back to stakeholders – You don’t want to get to deployment and hear “I didn’t agree to that”
• Validation is critical for organizational change and process adoption
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 25
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 26
Education Don’t assume everyone understands
Education
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 27
No need to train anyone, its as easy as doing your taxes
Education • Training helps foster adoption and locks in the organizational change
• Use training to re-emphasize the benefits and “why” its important to the organization
• Build a curriculum that addresses all your stake holders – Overview education
– Role based education
– Use cases
– Process education
• Consider various training formats from CBT to instructor led
• Consider using “high profile” people to conduct the training
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 28
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 29
Continual Service Improvement Lock in and enhance the processes
CSI & Service Delivery
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 30
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
Continual Service Improvement • Get people involved and vested in ITSM
• Get consensus and hold people accountable for what they agreed to
• Produce evidence that the ITSM program is working and meeting the needs of the stakeholders
• Communicate success in terms that are meaningful to your stakeholders
• Ongoing governance is essential to locking in the improvements
• Consider an ITSM program office
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 31
7 Steps
Identify Gaps
Foster Adoption
Process Design
Technical Design Validation
Education
CSI
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 33
We are a Software and Services company that provides our clients with the tools, templates, training and mentorship to
take control of their ITSM program.
Over 15 years of ITSM success!
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 34
Thank You! David Mainville
Twitter: @mainville
Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 35