The Leader's Path to Effective Processes & Tools

  • Published on
    13-Apr-2017

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  • The Leaders Path to effective processes and tools

  • The path to effective processes & tools requires a leader to balance People and

    Technology

  • ACCOUNTABILITY Holding people accountable for

    results

    COST Building a cost-effective ITSM

    program

    ENGAGEMENT Getting everyone onboard & moving in the same direction

    REQUIREMENTS Building a program that is based

    on business needs

    The goal is a sustainable

    Service Management

    program

  • COST

    Implementation costs Operational costs Cost avoidance Consolidation

  • When implementing ITSM processes & Tools

    measure twice and cut once

  • Processes and Operational Costs

    Process is usually the lowest maturity discipline, but organizations that are more mature than average can see a 7% cost advantage over their less-mature counterparts. Improve I&O Maturity to Drive Greater Cost-Efficiency Gartner - September 2013

  • An exercise to consider Ask your colleagues to list the top 5 incidents of the year Reconcile everyone's answer into the top 3 Estimate the hard cost of each incident

    Leverage any Disaster Recovery or Business Impact Analysis data Estimate, or at least identify, soft costs

    Such as impact to ITs or the companys reputation Analyze the root cause of each incident

    Its almost always related to process

  • Consolidating Processes & Tools

    Service desk tools Workflow systems Disparate interfaces Discovery tools Processes

  • COST

    Bullet 1 Bullet 2 Bullet 3 Bullet 4

    ENGAGEMENT

    ITSM leadership Inspiring the team

    Cant build in a vacuum Engaging the right people

    COST

    Implementation costs Operational costs Cost avoidance Consolidation

  • ITSM leaders are Authentic Inspirational Honest

    Listeners Communicators

  • It starts with inspiration

    http://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action.html

    Start With Why How Great Leaders Inspire Everyone to Take Action Simon Sinek

  • Cant build in a Vacuum Engagement leads to Adoption

  • Engaging the right people

    Steering commi:ee

    Stakeholders

    Subject Ma:er Experts

    Core Team

    Accountability Engagement

  • COST Bullet 1 Bullet 2 Bullet 3 Bullet 4

    ENGAGEMENT

    Bullet 1 Bullet 2 Bullet 3 Bullet 4

    Focus on business outcomes Understand the current state

    Build a realistic plan Embark on the right path

    REQUIREMENTS

    COST

    Implementation costs Operational costs Cost avoidance Consolidation

    ENGAGEMENT

    ITSM leadership Inspiring the team

    Cant build in a vacuum Engaging the right people

  • Focus on outcomes In terms that people can relate to

  • Understand the current state

  • Build a realistic plan ITSM success is critical to

    sustainability Remember who your customer is

    get their consensus and buy-in Avoid big bang or out of the

    box installs Build metrics and reporting into

    the program

  • Embark on the right path

    Its seldom the tool thats the problem

  • Embark on the right path

    Big Bang Out of Box

    Lift & Shift

    Requirement

    s

    Based

  • COST

    Bullet 1 Bullet 2 Bullet 3 Bullet 4

    COST Bullet 1 Bullet 2 Bullet 3 Bullet 4

    ENGAGEMENT

    Bullet 1 Bullet 2 Bullet 3 Bullet 4

    Bullet 1 Bullet 2 Bullet 3 Bullet 4

    REQUIREMENTS

    ITSM Governance Service Management Office Continual Service Improvement Embedding into the culture

    ACCOUNTABILITY

    COST

    Implementation costs Operational costs Cost avoidance Consolidation

    ENGAGEMENT

    ITSM leadership Inspiring the team

    Cant build in a vacuum Engaging the right people

    Focus on business outcomes Understand the current state

    Build a realistic plan Embark on the right path

    REQUIREMENTS

  • ITSM governance & service delivery

    Actual Service Levels Desired Service Levels

    Ungoverned processes wear down over time The result is service variability versus consistency More effort to manage / less customer satisfaction

  • The ITSM program office

    ITSM PMO

    SME

    Communications

    Metrics

    Design CSI / SIP

    Reports

  • Governance & CSI

    Assess Design & Govern

  • Embedding ITSM into the culture Engage your stakeholders

    Empower them to be part of the solution Communicate

    Both the vision and strategy Celebrate successes

    Leverage wins to drive change Hold people accountable

    Combination of carrot & stick Dont underestimate the need for training

    Training enforces good practice Implement a governance program

    Measure controls

  • ACCOUNTABILITY Holding people accountable for

    results

    COST Building a cost-effective ITSM

    program

    ENGAGEMENT Getting everyone onboard & moving in the same direction

    REQUIREMENTS Building a program that is based

    on business needs

    The goal is a sustainable

    Service Management

    program

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