The Leader's Path to Effective Processes & Tools

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    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 Requirements 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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