Implementing MSM using the "Big Bang Approach”

Cathy Imray

Highlights

• Just a little bit about MPAC• There’s a hole in my bucket• We got engaged• Focus, focus, focus• Stick handling our goal• All hands on deck• Don’t sweat the small stuff

Just a little bit about MPAC

• MPAC is a non-share capital, not-for-profit corporation funded by all 444 municipalities in Ontario.

• MPAC administers a uniform, province-wide property assessment system based on Current Value Assessment.

• MPAC currently assesses and classifies nearly five million properties, more than any other assessment jurisdiction in North America, with an estimated total value of $2.17 trillion dollars.

• MPAC employees are located in 35 local offices across the province of Ontario

You always can go from " failure" to success but you never can go

from "excuses" to success.

There’s a hole in my bucket

Our former world, within our tool:• Incident, Service Request and

Change ManagementOutside of our tool:• Process documents for Service Desk,

Incident and Change ManagementChallenge:• Complex causing confusion and

pushback

We got engaged!

• Create changing results by leveraging opportunity

• Engage the “noise makers”• Illustrate where success is

attainable

Focus, Focus, Focus

• Bring the right people to the table

• Secure a commitment of time• Clearly state our goal “no scope

creep”• Nag, nag, nag! Whoops I mean

ensure people are doing what they committed to.

Stick handling our goal

• Process development• Product configuration• Testing• Training (tool and process)• Implement• Continuous improvement

moving forward

All hands on deck!

• Process players• Who’s going to build what• Where do we begin to test• Training can make or break you• Communication, say Whaaat!

Don’t sweat the small stuff!

• True happiness comes not when we get rid of all of our problems, but when we change our relationship to them, when we see our problems as a potential source of awakening, opportunities to practice, and to learn.”

~Richard Carlson

What we implemented

• Incident Management• Change Management• Request Fulfillment Management• Release & Deployment Management• Asset/Configuration Management• Knowledge Management• Problem Management• Service Level Management• Service Portfolio Management• Service Catalogue Management

NEW

NEW

NEW

NEW

NEW

Where are we now?

• The tool• Processes• Reporting• Continual Service Improvement

Challenges

• Change and Release Management

• Is it an Incident or Service Request

• Updating and moving the requests through the workflow

• Populating Knowledge Articles

Where are we going?

• Revise our Services and Sub-Services

• Building a comprehensive Service Catalog

• Build SLA’s for certain request types

• Build Release templates• Change and Release Scrums• Review/revise Problem

management process

QUESTIONS?