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Presentation for #TFT2: Just Enough To improve IT services To improve IT services, no matter what the specific objectives are, we typically have to look at 3 main components: Technology, Process and People. We often see the focus on one of the components, not a balanced view. However; looking at these components alone is not sufficient for a well-defined improvement plan. The danger is that the improvements create a level of complexity and bureaucracy that is not aligned to the organization's requirements. The key to managing this is to focus on the "Just Enough" principle. This principle is influenced by roles & responsibilities, culture, governance, leadership , etc. So what is just enough process? Just enough governance? In this presentation we will look at how to determine what is "just enough" to achieve your objectives for improvements. See Peter's TFT speaker Pinterest board: http://pinterest.com/servicedesk/peter-lijnse/
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just enough
Peter Lijnse
proven experience • proven tactics • proven success
Just Enough!
Peter Lijnse!Managing Partner!
!Twitter: @PeterJLijnse!
© Service Management Art Inc., 2012!
Just Enough?!
juste un oeuf !!!???!
© Service Management Art Inc., 2012!
Agenda!
• Context!• Roadmap!• Fundamentals!• Scalable!• CSI!
© Service Management Art Inc., 2012!
Context!
© Service Management Art Inc., 2012!
Context!YOUR COMPANY�S CONTEXT MAP
OUTSIDE TRENDS INTERNAL TRENDS
POLITICAL CLIMATE ECONOMIC
CLIMATE
CUSTOMER NEEDS
SaaS!Cloud!PaaS!
Social Media!
BYOD! Regulatory changes!!Policies!
Unemployment rate!!Contractor resourcing!!Costs!!!
BYOD!
Security!
Outsourcing!
Innovation!!Customer Service!!Outside - In!
Accountabilities!!Leadership changes!
VOCR!
Time to market!
…!…!
© Service Management Art Inc., 2012!
Principles behind “Just Enough”!
• Customer Experience (VOCR)!• Business Priorities!• Leadership!• Clear Accountabilities!• Agility with Integrity!• Governance!
© Service Management Art Inc., 2012!
Roadmap Development!
© Service Management Art Inc., 2012!
Roadmap with clear vision!
© Service Management Art Inc., 2012!
Vision is not that clear!
© Service Management Art Inc., 2012!
Roadmap Development!
• Explore!• Assess!• Design!• Develop!• Implement!• Review!
© Crown Copyright 2011. Reproduced under license from the Cabinet Office!
© Service Management Art Inc., 2012!
Strategy !
Strategy
Services Customer
$
© Service Management Art Inc., 2012!
ITSM Strategy!
© Service Management Art Inc., 2012!
Fundamentals!
© Service Management Art Inc., 2012!
Five Strategies for Success!
• Organizational Design!• Documentation!• Communication!• Education & Training!• Management Information!
Governance!• Policies!• IT General Controls!
© Service Management Art Inc., 2012!
Leadership!
“We don't need any of this ITIL® crap. If we just hired good people, tell them what
we want done and enabled them to take action – we would be so much further
ahead”""
anonymous"!ITIL® is a Registered Trade Mark of The Cabinet Office.!
© Service Management Art Inc., 2012!
Understanding consequences!
“Personal ‘ownership’ and ‘accountability’ for the goals (Value, Outcomes, Costs and Risks) trumps process flows and technology”""Tweeted by @gamingpaul (Paul Wilkinson) based on what a CIO discovers during an Apollo 13 ITSM Simulation session"
© Service Management Art Inc., 2012!
ScalablePeople, Process & Technology!
© Service Management Art Inc., 2012!
People Components!© Crown Copyright 2011. Adapted under license from the Cabinet Office!
© Service Management Art Inc., 2012!
Technology Components!
• Simplicity!• Cloud / SaaS ??!
• Objective:!– Monitoring & Control!– Reporting!
© Service Management Art Inc., 2012!
The “7” Mandatory Fields!
• Name!• Location!• Service!• Component!• Priority!• Category!• Workgroup!
“This would tell the story of any
incident… “!!
Different processes have different requirements!
!!!
© Service Management Art Inc., 2012!
Process Documentation!
0: ITIL!
1: Process Guide!
2: Quick Reference Guides, Templates,
Procedures!
3: Work instructions!
Based on:!- Culture!- Technology!- Skills!- Accuracy!- VOCR!- Service!- Customer!
© Service Management Art Inc., 2012!
BPM versus Adaptive Case Mgmt!
“The path of execution cannot completely be predefined, human judgment and external events and interactions will alter the flow”"
Source: processmakerblog.com!
© Service Management Art Inc., 2012!
CSI!
© Service Management Art Inc., 2012!
CSI Mindset!
© Service Management Art Inc., 2012!
CSI Meeting!
• Stakeholders!• Define scope, objectives and agenda!• Ground rules!• Supporting documentation!
© Service Management Art Inc., 2012!
6 P model!
• Purpose!• Performance!• People!• Process!• Products!• Partners!
© Service Management Art Inc., 2012!
Action Plan!
• Definition of the issue!• Customer value of solving the issue!• Expected outcomes!• Costs of solving issue!• Risks of NOT solving issue!
© Service Management Art Inc., 2012!
Next steps!
© Service Management Art Inc., 2012!
Thank You!
All images from: www.istockphoto.com!
WITH THANKS TO OUR SPONSOR bmc remedyforce
#TFT returns june 2013
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