The Simple Wisdom of Kye-Kye Approaches to Life,

Business & ITSMPart 1

This is a life’s journey of understanding, successes & mistakes, approaches, insight and philosophy as understood and told by Kye-Kye through Papa Nanomantube 06/07/14 (his humble neophyte)

Table of Contents

Part 1 Kye-Kye Role in Society

Part 2 How do you Plan to Communicate your Wisdom

Part 3 Busy with No Time to Communicate

Part 4 Practical Application of ITSM Metrics

More to come:

What is your role in society?

Good question, I don’t get asked that very often.

By necessary, the fundamental job of any toddler is to be the “Boss-King” or “Boss-Queen” of the household. We have taken this role so we can survive and have a place to live.

This is a very smart move on our part and our strategy is extremely well planned and executed.

Most parents never realize how they have been manipulated and that is how we want it. (continued)

Understand, that a true “power broker” doesn’t need or want to be recognized for what they have made happen. They are content knowing that it was their techniques that got others to do their bidding, while thinking that it was their own idea. “If it doesn’t matter who gets the credit, more gets done.” (continued)

What is your role in society? cont.

What is your role in Society? cont.

Think about it, if you had a roommate who acted like us, you would kick them out in the first month. No one would ever put up with a roommate who: demands that all activities revolve around them and their schedule; is constantly crying & whining; wakes you up in the middle of the night; gets into all of your stuff without permission; never shuts a door or drawer; breaks almost everything they touch; pees and poops their pants, expects you to clean up their messes & cook all the meals, and to top it off, doesn’t work or contribute even a single cent to the household. Yea, like that would work! We are genius! (continued)

.

What is your role in Society? cont.

In addition to my day job, the fundamental job of any visionary is to teach and pass on their knowledge and insight to any neophyte who truly wants to learn and understand. They are the leaders who, by learning from the success and failures of others, then building upon that foundation, will eventually rule the universe.

How do you plan to Communicate your wisdom?

Hang on, let me put my glasses on, so I can see my notes.

My approach for sharing my insight and knowledge is to answer questions, philosophize, tell stories and offer guidelines & advice. These will come from my random thoughts and they will be in no particular order, sequence or grouping. There are too many cross-functional variables & conditions for me to do it any other way. I am not alone in the utilization of this random thought approach. (continued)

How do you plan to communicate your wisdom? cont.

This was how Samuel Clemmings (Mark Twain) wrote his autobiography. Like him, I hope that someday, someone with more literary skill than I, can take this random collection of jewels and using a relationship correlation methodology, turn this into a usable guide of some sort.

We are all so busy and with no time. It is really hard to communicate well. What are some of your thoughts about what to do?

“You must make it a point to take the time necessary to understand and see things from a different viewpoint. I believe that seeing things from a different view point is critical to everything that we do!

In our IT Service Management role, we don’t have a visible operational product to provide. We offer information, trends, analysis, governance, controls, metrics, knowledge, guidance and insight. (continued)

We are all so busy and with no time. It is really hard to communicate well. What are some of your thoughts about what to do? cont.

We will be effective and add value as long as we are able to see and understand from the client’s perspective, embrace good communications, work together as a team and strive for continuous improvement.”

I’ve been told that you are an IT Process Improvement Guru. Why does it seem like reports and metrics are never good enough and are always being re-done? What is wrong ?

That is a tall order, I need to reflect for a moment….

This is an area where it seems like very few raise to the top and those self-proclaimed experts often create a complex and difficult to implement solution. On paper their approaches seem to make sense, the process flow diagrams are logical and the reports look useful, but reality is different. A quote from Albert Einstein reflects the issue of complexity and sums it up. “If you can’t explain it simply, you don’t understand it enough.” The self-proclaimed innovators tend to make the creation of metrics complex. It is ridiculous to have the process flow for the creation of metrics be more complex than the service itself. Let me show some more about metrics with slide presentation that I gave recently to some Information Technology Service Management (ITSM) Managers.

A Practical Application of ITSM Metrics and Reporting

Crafted & Presented by Tom Nanomantube with Major Contributions from Brain Halfacre,June 13, 2014

Part 4

Misconceptions In The World of Metrics Today Every Consulting Group proclaims that they, and they alone, have the right solution.

Management can be swayed to believe that obtaining the end-state should be easy.

It is alleged and believed that with the right tool, all of your reporting problems will fade away and operational efficiency will automatically improve.

The biggest misconceptions are about the people who produce reports: that they understand all of the different types of metrics, what is the purpose is for each type; what information is needed by the different levels of the viewers (1st Line Operations vs. Executive Management); how decisions and organizational changes are made based on the reports and the “big one” creation of new of reports and reoccurring modifications is, no big deal, so they should have them deployed by tomorrow.

Examples of different metric names and types include: Metrics, Operational Reports, KPI’s, Scorecards, Ad Hoc Reporting, Dashboards, Critical Success Factors (CSF) , Controllable vs. Non-controllable KPI’s, Balanced Scorecards, Data vs. Information, etc.

➣ A “metric” is simply another term for measure. Metrics are an important part of the management system they provide the feedback necessary to steer the

organization, make behavior adjustments and maximize IT’s value to the corporation.

➣ In today’s complex environment is it generally accepted that there are there are four types of metrics, each has three tactical & two strategic capabilities and metrics

can be either controllable or non-controllable.

➣ When today’s metrics options are mapped out, the process flows tend to be as complex as the systems that they are reporting on.

➣ Two significant factors that will make or break the value and success of the metrics produced are usually not mentioned or just glossed over.

Implementing Metrics for IT Service Management

The Two Most Important (and Ignored) Factors When Creating Metrics

What is the Target Level, Who is going to use it?Executive ManagementSenior Middle ManagementOperations Management

What is the report going to be used for?Organizational Behavior ChangesDay to day Operational ManagementFlag wavingCost reductionService ImprovementCompliance Controls

If you have a good handle on these two questions the other stuff sort of falls into place. Never give Executive Management Raw Data, Snap-Shots, or any Chart that they have to read, interrupt or ask questions about the data.

In Todays IT Reporting World it is No Wonder You hear:– I don’t understand, what do you really want?– How can I create reports for you, I don’t know what you want?– Why am I always re-doing the reports that you ask for?– “All you have to do is”… is not an effective tool training program! – I didn’t realize that I signed up to be a report monkey!– I worked all weekend on those reports and no one looked at them.

The New End-State, if we don’t change:– I don’t care. Just tell me specifically what to do and I’ll do it!– I can’t remember the last time that I initiated anything.– I’m sorry, I don’t have the time to help you analyze this data;

“I’ve got reports due out today”

We Must Evolve or Die!

Only Use Data That Is Systematic vs. Freeform, Has Value, Is Accurate,Important to the Viewer, Can Point You In The Right Direction and is Appropriate for the Level of Viewer.

Three of the Four Types of Metrics Each for a Different Level and Different Purpose

We need to think differently and put ourselves in the shoes of our clients. We also need to question everything that we do! Ask yourself Why? If you don’t have a good answer, it needs to be changed. Questioning and asking why?, is key to Continuous Process Improvement.

Metric End-Point: This is where we want to be! To Successfully Deploy an effective Balanced Scorecard, an ITSM Organizational Maturity Level of 4 to 5 is required.

Thank You!

This was just the beginning a lot more to come! If you have any questions or requests please contact me at: tnanomantube@aol.com