kaimar karu - itsmf · itil practitioner guidance using kanban in it operations itil and devops:...
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TRANSFORM KNOWLEDGE INTO PRACTICE WITH
Kaimar KaruHead of Product Strategy
and Development, AXELOS
@kaimarkaru
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More focus onadopt and adapt
Make it relevant to solving business
problems
We need guidance on the
‘how to’
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ITIL MASTER
ITIL EXPERT
ITIL INTERMEDIATES
ITIL FOUNDATION
CapabilityModules
LifecycleModules
MALC
ITILPRACTITIONER
@kaimarkaru
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» Kevin Behr (US)» Karen Ferris (AU)» Lou Hunnebeck (US)» Barclay Rae (UK)» Stuart Rance (UK)» Paul Wilkinson (NL)
@kaimarkaru
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@kaimarkaru
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@kaimarkaru
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ITIL Qualification Scheme
@kaimarkaru
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Introducing The Practitioner
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ITIL Practitioner
Continual Service Improvement
CommunicationMeasurementand Metrics
OrganizationalChange
Management
@kaimarkaru
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Organizational Change Management
» 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
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» Supports validating decisions and assumptions
» Sets a clear direction for improvements
» Justifies what we do and why we do it
» Provides the means of healthy intervention
» Utilizes balanced, meaningful KPIs
» Links the vision, objectives, goals, CSFs, and KPIs
Measurement and Metrics
@kaimarkaru
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» Communication is a 2-way process
» We are all communicating all the time
» There is no single way of communicating
» Timing and frequency matter
» The message is in the medium
Communication
@kaimarkaru
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» Understanding the context
» Assessing the current state
» Describing the desired state
» Planning and executing
» Confirming value delivery
» Ensuring continuity
Continual Improvement
@kaimarkaru
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I T I L G U I D I N G P R I N C I P L E S
@kaimarkaru
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I T I L G U I D I N G P R I N C I P L E # 1
» All activities must deliver customer value
» The customer determines what is of value
» Not all ‘improvements’ deliver value
FOCUS ON VALUE
$
@kaimarkaru
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I T I L G U I D I N G P R I N C I P L E # 2
» Understand the interactions
» Walk a mile in your customer’s shoes
» Empathy is the key
DESIGN FOR EXPERIENCE
@kaimarkaru
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I T I L G U I D I N G P R I N C I P L E # 3
@kaimarkaru
» Understand the vision and the direction
» Seek out the value in what you have
» Leverage what already exists
START WHERE YOU ARE
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I T I L G U I D I N G P R I N C I P L E # 4
» Organizations are complex systems
» Value is co-created through interactions
» Local optimization != value
WORK HOLISTICALLY
@kaimarkaru
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I T I L G U I D I N G P R I N C I P L E # 5
» Avoid ‘big bang’ change initiatives
» Keep each improvement manageable
» Keep delivering value, continually
PROGRESS ITERATIVELY
@kaimarkaru
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I T I L G U I D I N G P R I N C I P L E # 6
» Understanding context is important
» Direct observations trump reports
» Going to the source kills assumptions
OBSERVE DIRECTLY
@kaimarkaru
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I T I L G U I D I N G P R I N C I P L E # 7
» The unknown is scary
» Missing information is replaced by myths
» Transparency creates supporters
BE TRANSPARENT
@kaimarkaru
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I T I L G U I D I N G P R I N C I P L E # 8
» Understand the end-to-end flow
» Work with your customers and users
» Manage your stakeholders
COLLABORATE
@kaimarkaru
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I T I L G U I D I N G P R I N C I P L E # 9
» Minimum Valuable Process
» Minimum Valuable Procedure
» Minimum Valuable Reporting
KEEP IT SIMPLE
@kaimarkaru
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A D D I T I O N A L R E A D I N G
@kaimarkaru
ITIL PRACTITIONERGUIDANCE
USING KANBAN INIT OPERATIONS
ITIL AND DEVOPS:GETTING STARTED
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TRANSFORM KNOWLEDGEINTO PRACTICE WITH