mapping your journey to itil® island · 2 owlpoint introduction •connect the dots between...

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Mapping Your Journey To ITIL® Island

Presented by Mark Blanke, CEO of OwlPoint

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OwlPoint Introduction

• Connect the dots between technology systems, operational excellence and business strategy - DNA in Process Excellence with Big-Picture expertise

• Technology consultancy that delivers better outcomes through deep expertise, objective insights, a tailored approach and unparalleled collaboration

• 10 years, cross-industry, Fortune 1000 global client base

• Leader in ITSM Consulting - Certified AXELOS Consulting Partner

• Vendor agnostic, no ties to technology or methods, no “one-size-fits-all” or “out-of-the-box” or “one-model” consulting

• Named 20 Most Promising IT Service Management Solution Providers in 2018, CIO Review

• Facilitator of industry-recognized CIO Think tank – The CIO Initiative

• Headquartered in New Jersey with operations throughout the US

March 20, 2019 © OwlPoint |All Rights Reserved

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How to Map Your Journey to ITIL Island


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How to Create Your Map to ITIL Island

Decide that you want to go somewhere

Establish where that journey

should take you

Figure out where you are

Plot the courseTake your journey


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ITIL 4 Guiding Principles

Focus on Value

Start where you are

Progress iteratively with feedback

Collaborate and promote visibility

Think and work holistically

Keep it simple and practical

Optimize and Automate


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Guidance From ITIL 4

ITIL Service Value System ITIL Service Value Chain

March 20, 2019

© OwlPoint |All Rights Reserved

AXELOS® is a registered trademark of AXELOS Limited

ITIL 4 Foundation Publication Figures used under permission of AXELOS Limited

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Have A Desire To Go Somewhere

• What is it you are trying to solve?

• Why do you want to use ITIL?

• Do people really want to change?


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Create The Desire To Go On The Journey

• Get Excited

• Find common frustrations

• Set some ideas and concepts people can get excited about

• Pain to change needs to be less than the pain to stay the same

• Ask people where they want to go

• Be a leader – Leaders get people to follow them somewhere


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Set Your Target

• Where do you want to go and why• It is difficult to plot a course somewhere if

you don’t know where you are going

• Remember to focus on value

• For an ITSM program and leveraging ITIL, remember why you are doing this• It is for the business

• It should provide outcomes the business recognizes as valuable

• It should be an extension of the Value Chain

• It is an organizational set of capabilities that support Service Management objectives

• The practices should be an interrelated and coordinated set of capabilities.


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Go West Young Man


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Where Are We?


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How To Figure Out Where You Are

• Who’s on the Journey with you to ITIL Island?• For this group determine

• How do they think?• Is the end customer always in mind?• Is Value understood?• Do you think in terms of services?• Do groups work well with each other?• Is there a positive working environment?

• Are they ready for change?• Historically, how has the organization reacted to change?• How large is the organization?• How resistant to change are the personnel?• What are the types of changes planned?• How will this affect habits and skills?• Is there obvious reward for changing?• How well-suited/prepared is the organization for change?• Is there support at all levels for the change?


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Governance, Process & Practice Evaluation

• Is there governance in place?• Is there oversight of an overall ITSM Program?

• Are there formalized processes?

• Are priorities consistently reviewed and set?

• Do Continual Improvement initiatives exist?

• How good are the processes/practices?• What processes/practices do you have in place

• Are they documented?

• Are roles and responsibilities defined, known, and understood?

• Do the processes seem to work?

• Are processes measured, reported, and reviewed?

• You can do a self assessment


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Technology And Partners

• Technology

• What tools are being used?

• Is there a clear architecture

• what are the tools being used for?

• what is their scope and purpose?

• how are they all related?

• Are the tools meeting the process/practice needs?

• Partners

• Who are the vendors you work with?

• Are they providing value?

• How to engage them?


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Plot The Course

• The most efficient way to get from point A to point B is usually a straight line

• It is why it is so important to know where you are and where you want to be and figure out the plan ahead of time.

• Look at the big picture first and then work on the details.• Driving Directions

• Avoid the major hurdles• What are the mountains too tall to

climb or the rivers too wide to cross


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You should define what Processes to include and to what level of maturity. This should then drive the effort that is required to improve the whole

practice:

What process enhancements do you need to

make?

How does this affect the tools

you use?

How will this affect roles and responsibilities

and the organization

overall?

What adoption activities will you need?

• Communications

• Training

• Support

Define The Roadmap


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Take Your Journey – Start With ITSM Governance

• Setup Governance First

• Who is the navigator?

• Who is checking to make sure you have enough gas, supplies, etc.?

• How often do you check your current location? (Always know where you are)

March 20, 2019

Governance Checklist• Establish your ITSM Governance Committee

• Ensure participation from executive sponsors and all Process Owners

• Define program and project plans for improvement

• Establish metrics and reporting

• Set a cadence of reviews

• Adjust priorities as required

© OwlPoint |All Rights Reserved

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Improve Your Practices

• Everything cannot be done at once

• Pace yourself – establish phases that demonstrate positive value, even if they are small

• Progress Interactively with Feedback

• Ensure you improve maturity in an appropriate sequence

• Practices/Processes are interdependent

• Maturity of one area may require maturity first in another area

• Don’t jump into tool implementations/improvements before you have your processes in order.


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People Are The Key To Success

• Recognize that a change in habits requires a lot of energy• If possible, limit how much change is performed at once• Be clear about the changes and the expectations• Give people a reason that it is beneficial for them• Reinforce the behavior

• Provide support – pair up to support each other

• Track metrics and show progress• Good ITIL Processes should have CSFs and KPIs• Share KPIs to show progress and reinforce habits

• Be patient – don’t give up too quickly!• Understand initial changes will take more effort and be harder to accomplish• Trends in metrics take a while – results will not be evident immediately• New work habits form over time (often times, habits form in over 2-months)


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How to Create Your Map to ITIL Island

Decide that you want to go

somewhere

Establish where that

journey should take you

Figure out where you are

Plot the courseTake your journey


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An ITIL Adventure Is Never Over

Where is your next destination?


March 20, 2019

601 US Highway 206

Suite 26-354

Hillsborough, NJ 08844

Main # (888) 992-9695

www.owlpoint.com

[email protected]

http://www.owlpoint.com/

mapping your journey to itil® island · 2 owlpoint introduction •connect the dots between...

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