HDI Capital Area July 21, 2017 Meeting Slides and Presentation

@hdicapitalarea #Improvement #Culture

WelcomeHDICapitalAreaLocalChapterMay9,2017

July 21, 2017

Welcome!

HDI Capital Area

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Educational Content

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UpdatesfromHDICorporate

July2017

What’s Hot at HDIUpcomingHDILeadershipForums

• VirtualSneakPeekMeeting:August1,12-1:30pmET

• Schenectady,NY:July24-27– HigherEducationForum

• Denver,CO:September25-28– DesktopSupportForum,ExecutiveForum,HealthcareProvidersForum,RetailForum,SupportCenterLeadership

Forum,NEW!– WomeninITLeadershipForum

• FindoutmoreatThinkHDI.com/Forums

JulyWebinar

• TuesdayJuly18th,1:00– 2:00pmET

• Topic– Metrics,Measures,andKPIs

Nominations Due October 31st

http://www.thinkhdi.com/events/awards.aspx

Analyst & Desktop Support Technician of the Year Nominations

DON’T MISS THIS OPPORTUNITY to recognize your key analysts and technicians. The only investment you make is time to send the information below and complete the application. Your return is truly a heartwarming event that has become a year end celebration for our teams.

• EXCITING CHANGES THIS YEAR– A NEW SHORT FORM– YOU DO NOT NEED TO BE A MEMBER

• Go to: http://www.thinkhdi.com/events/awards.aspx– Select Analyst or Desktop to review the criteria and submit your

nomination by October 31st

• Email awards@hdicapitalarea.com and let us know you submitted your nomination

• Questions: awards@hdicapitalarea.com

The local chapter Analyst of the Year and Desktop Support Technician of the Year will compete for the regional award and regional winners then compete for the global award. The winner of the Regional Analyst of the Year and Desktop Support Technician Award will receive a free registration to the Annual Conference courtesy of Robert Half Technology.

Today’sAgendaAgenda12:00 Noon to 12:30 PM – Lunch and Networking

12:30 PM to 1:50 PM – Program – Establishing a Lasting Culture of Improvement within IT!

1:50 PM to 2:00 PM – Survey, Prize Drawing

2:00 PM – Meeting Ends

Today’spresentation:

Establishing a Lasting Culture of Improvement within IT!

Andy Rivers, Beyond20

Upcoming Meetings• Improving Service Management Through Process Integration

presented by Troy White• Friday, August 18th 12:00 to 2:00 PM• Location: Robert Half Technology, 1401 I Street NW, Suite 400, Washington DC

• Professional Development Event & Vendor Expo– Friday, October 17th 9:00 AM to 4:00 PM– Location: MITRE **2017 HDI Team Excellence Award Winner**– 7515 Colshire Drive, McLean, VA 22102-7539

Establishing a Lasting Culture of Improvement within IT

Andy Rivers, CSM, SPC, CISSP, ITIL Expert

andy.rivers@beyond20.comTraining | Consulting | Assessment(866) 856-3117 toll-free

• Strategic Planning / Assessments• IT transformation consulting• IT “best practice” training

(Agile/Scrum, ITIL, PMP, PRINCE2, etc.)• Cloud services• PMI Global Registered Education Provider• APMG & Aquiros Accredited Training Organization

AGENDA

I. What is CSI?

II. Tools to get you started

III. The Register

IV. Q&A

What is CSI?

August is CSI Month!!!

January

February

Tools to get you started

THE CSI MODEL

How do we get there?

How do we keep themomentum going?

Where are we now?

What is the vision?

Where do wewant to be?

Did we get there?Measurements

and metrics

Business vision, mission,goals and objectives

Baselineassessments

Service and processimprovements

Measurabletargets

THE CSI MODEL

Where are we now?

and metrics

Baselineassessments

Measurabletargets

What is the vision?

What is the Vision?

Strategic Planning

THE CSI MODEL

Where are we now?

What is the vision?

and metrics

Baselineassessments

Measurabletargets

Maturity Assessment

0 1 2 3 4 5

Problem

ChangeManagement

IncidentManagement

RequestFulfillment

ProblemManagement

Where do we want to be?

THE CSI MODEL

Where are we now?

What is the vision?

and metrics

Baselineassessments

Measurabletargets

Where do we want to

Measureable Targets

DECIDING WHAT TO MEASURE

WHY DO WE MEASURE?

To Justify

FACTUAL EVIDENCE

To Intervene

CHANGES, CORRECTIVE ACTIONS

To Direct

TARGETS & METRICS

To Validate

STRATEGY VISION

Howdowegetthere?

THE CSI MODEL

Where are we now?

What is the vision?

and metrics

Baselineassessments

Measurabletargets

0-6 MONTHS1 YEAR AND

BEYONDTOMORROW

Improvement Plan

Did we get there?

THE CSI MODEL

Did we get there?

Where are we now?

What is the vision?

Measurementsand metrics

Baselineassessments

Measurabletargets

DECIDING WHAT TO MEASURE

WHY DO WE MEASURE?

To Justify

FACTUAL EVIDENCE

To Intervene

CHANGES, CORRECTIVE ACTIONS

To Direct

TARGETS & METRICS

To Validate

STRATEGY VISION

How do we keep the momentum going?

THE CSI MODEL

How do we keep the momentum

going?How do we get there?

Where are we now?

What is the vision?

and metrics

Baselineassessments

Measurabletargets

CSI Register

Tools• CSI Model• Strategic Planning• Maturity

Assessment• Improvement Plan• CSI Register

The Register

CREATING A CSI REGISTER

No. DescriptionSize

(Small/Med/Large)

Priority Owner Status

Urgent vs Important

Important Urgent

CATEGORIZING IMPROVEMENTS

DIFFICULTY

Easy Difficult

“You can do anything, but not everything”

- David Allen

Priorities: Value in idea, or...

...in the results?

WORK SHORTEST JOB FIRSTPrincipal: get value as quick as possible by working shortest high value job first

TOP THREE FOR Q3

List your Top 3 projects and/or initiatives for Q3 in Priority Order

EXAMPLES

1) Website Redesign2) New Product Launch3) ERP Upgrade

1. Website Redesign

2. New Product Launch

3. ERP Upgrade

USER-BUSINESS VALUE

Do our users prefer this over that? What is the revenue impact on our business? Is there a potential

penalty or other negative impact if we delay?

Task: Rate each item against the other items using relative sizing scores (eg. 1, 2, 3, 5, 8, 13, 21). Start by

scoring the least “1” and score remaining appropriately.

User-Business Value

1. Website Redesign 8

2. New Product Launch 21

3. ERP Upgrade 1

(Scores: 1, 2, 3, 5, 8, 13, 21, …)

TIME-CRITICALITY

How does the user/business value decay over time? Is there a fixed deadline? Will they wait for

us or move to another solution? Are there Milestones in the critical path impacted by this?

Task: Rate each item against the other items using relative sizing scores (eg 1, 2, 3, 5, 8, 13, 21). Start

by scoring the least “1” and score remaining appropriately.

User-Business Value

Time-Criticality

1. Website Redesign 8 1

2. New Product Launch 21 13

3. ERP Upgrade 1 3

(Scores: 1, 2, 3, 5, 8, 13, 21, …)

RISK REDUCTION: Opportunity Enablement Value

What else does this do for our business? Does it reduce the risk of this or a future delivery? Is

there value in the information we will receive? Will this feature open up new business opportunities?

Task: Rate each item against the other items using relative sizing scores (eg 1, 2, 3, 5, 8, 13, 21). Start

by scoring the least “1” and score remaining appropriately.

User-Business Value

Time-Criticality

Risk-Reduction / Opportunity Enablement

1. Website Redesign 8 1 21

2. New Product Launch 21 13 1

3. ERP Upgrade 1 3 21

(Scores: 1, 2, 3, 5, 8, 13, 21, …)

JOB SIZE

What is effort required to achieve Definition of Done?

Task: For initial evaluation, assign number of days to each item. For extensive items use general estimates

such as 30 days, 60 days, 90 days, etc.

User-Business Value

Time-Criticality

Risk-Reduction / Opportunity Enablement

Duration

1. Website Redesign 8 1 21 120d

2. New Product Launch

21 13 1 90d

3. ERP Upgrade 1 3 21 45d

(Scores: 1, 2, 3, 5, 8, 13, 21, …)

MATH TIME

!"#$ = '()*+,(-.)((/01,) + 3-4)5*-6-701-68 + 99:;/01,)#<="->)

HIGH SCORE WINS!

PRIORITIES ON WSJF

What was the impact to your Top 3 items?

1. Website Redesign .3

2. New Product Launch .4

3. ERP Upgrade .5

(High Score Wins!)

REVIEW

• Gradual Improvement Over Time• Tools• CSI Model• Strategic Planning• Maturity Assessment• Improvement Plan

• CSI Register• Prioritizing with WSJF

LEARN MOREbeyond20.com/blog

LEARN EVEN MORE

Public or On-site | 100% Exam Pass Guarantee| Beyond20.com/training

ITIL CONTINUAL SERVICE IMPROVEMENT (CSI)

3-day Intermediate Course | Prerequisite: ITIL Foundation

ITIL FOUNDATION COURSE

3-day Fundaments Course | No Prerequisites

Upcoming Events

ITIL FoundationsAug 7 – 9 | Washington, DC

Certified Information Systems Security Professional (CISSP)August 14 – 18 | Washington, DC

ITIL Practitioner Sept 21 – 22 | Washington, DC

ITIL Intermediate Service DesignAug 21 – 23 | Washington, DC

Contact Us

andy.rivers@beyond20.com | (866) 856-3117

@beyond20

/beyond20llc /company/beyond20

/gobeyond20

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