introducing itil practitioner · introducing itil practitioner kaimar karu head of product strategy...
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Introducing ITIL Practitioner
Kaimar Karu Head of Product Strategy and Development, AXELOS @kaimarkaru
AGENDA
Skills gap in modern-day IT Service Management Challenges with Communication Challenges with Metrics and Measurement Challenges with Organizational Change Management
Choosing the right path Continual improvement Navigating complexity Following the guiding principles
Working with ITIL Practitioners Leveraging the new qualification Next steps
@kaimarkaru
More focus on adopt and adapt
Make it relevant to solving business
problems
We need guidance on the
‘how to’
A means of delivering value to customers by facilitating outcomes customers want to
achieve without the ownership of specific costs and risks.
@kaimarkaru
DEFINING SERVICES
COMMUNICATION
UNDERSTANDING THE COMMUNICATION PRINCIPLES
Communication is a two-way process
We are all communicating, all the time
Timing and frequency matter
There is no single method of communication that works for everyone
The message is in the medium
@kaimarkaru
METRICS AND MEASUREMENT
UNDERSTANDING HOW GOOD METRICS HELP
Supports validating decisions and assumptions
Sets a clear direction for activities and improvements
Justifies what we do and why we do it
Provides the means of healthy intervention for failing services
Utilizes balanced, meaningful KPIs
Links the vision, mission, objectives, goals, CSFs, and KPIs
@kaimarkaru
ORGANIZATIONAL CHANGE MANAGEMENT
UNDERSTANDING WHAT SUPPORTS POSITIVE CHANGE IN ITSM
A clear and bought-into vision
Strong and committed leadership
Empowerment and teamwork
Willingness to participate
Right skills and relevant knowledge
A sustainable approach to improvement
@kaimarkaru
CHOOSING THE RIGHT PATH
CONTINUAL IMPROVEMENT
Understanding the context
Assessing the current state
Describing the desired state
Planning and executing
Confirming value delivery
Ensuring continuity
@kaimarkaru
What is the vision?
Where are we now?
Where do we want to be?
How do we get there?
Did we get there?
How to keep the momentum going
Business vision, mission, goals, and objectives
Baseline assessments
Measurable targets
Service and process improvement
Measurements and metrics
CSI APPROACH
@kaimarkaru
NAVIGATING COMPLEXITY
Each domain requires a different approach
The path is rarely straight
Small things can have a huge impact
There are no ‘one size fits all’ solutions
Experiment – quick feedback is the key
Leverage the scientific method
C Y N E F I N
@kaimarkaru
1. Analyse the situation Observe the area of challenge
2. Formulate a question What do you want to know?
3. Research the field Familiarize yourself with the domain
4. Formulate a hypothesis What do you think the answer could be?
5. Design the experiment What would verify or falsify the hypothesis?
6. Test the hypothesis Run the experiment
7. Analyse the results Confirm data accuracy
8. Make a conclusion Decide whether the hypothesis was verified/falsified
9. Attempt to replicate Ensure the results were not a random glitch
@kaimarkaru
SCIENTIFIC METHOD
FOLLOW THE GUIDING PRINCIPLES
@kaimarkaru
WORKING WITH ITIL PRACTITIONERS
» Kevin Behr (US) » Karen Ferris (AU) » Lou Hunnebeck (US) » Kaimar Karu (UK*) » Barclay Rae (UK) » Stuart Rance (UK) » Paul Wilkinson (NL)
@kaimarkaru
@kaimarkaru
ADDRESSING THE SKILLS GAP
Ensure the learning process is continual
Allow for an iterative approach
Support creating a solid foundation
Develop specialist skills
Don’t forget about practice
Track individual progress
@kaimarkaru
TRANSFORM KNOWLEDGE INTO PRACTICE WITH