SESSION 809 Friday, April 15, 10:15am - 11:15am
Track: Service Management Excellence
Overcoming the Biggest Challenges of an ITSM Program Gary Case Principal Consultant, Pink Elephant [email protected]
Session Description Leading others through major change can be a daunting task for a project manager. Based on real-world stories and examples, this session delves into dos and don’t’s for facing and overcoming the challenges involved with leading an ITSM change. Leave with tools that have been proven successful throughout organizations just like yours, and gain knowledge you won’t find in any ITIL certification course.
Speaker Background Gary Case is the co-author of ITIL® V3’s Continual Service Improvement core volume, and is an IT professional with more than 30 years of experience. As a Principal Consultant and ITIL Expert, Gary specializes in providing strategic guidance on Enterprise Governance, process consulting including Lean IT, business alignment, project management, and training to IT professionals across all industries. He also presents ITSM and ITIL-related sessions to audiences at major events worldwide.
SESSION 809 Friday, April 15, 10:15am - 11:15am
Track: Service Management Excellence
Overcoming the Biggest Challenges of an ITSM Program Gary Case Principal Consultant, Pink Elephant [email protected]
Session Description Leading others through major change can be a daunting task for a project manager. Based on real-world stories and examples, this session delves into dos and don’t’s for facing and overcoming the challenges involved with leading an ITSM change. Leave with tools that have been proven successful throughout organizations just like yours, and gain knowledge you won’t find in any ITIL certification course.
Speaker Background Gary Case is the co-author of ITIL® V3’s Continual Service Improvement core volume, and is an IT professional with more than 30 years of experience. As a Principal Consultant and ITIL Expert, Gary specializes in providing strategic guidance on Enterprise Governance, process consulting including Lean IT, business alignment, project management, and training to IT professionals across all industries. He also presents ITSM and ITIL-related sessions to audiences at major events worldwide.
The Biggest Challenges Of An ITSM Program Manager & How To
Overcome Them
Gary Case
Agenda
1. Top Challenges And How To Overcome Them
2. What Do I Do Next
3. Questions
Sponsorship & Leadership
3
Challenge How To Overcome
Getting and maintaining Executive Sponsorship and Leadership as well the required funding as improvement programs are NOT free.
Leaders must provide guidance and direction and provide ongoing support for the ITSM program
Ask the leaders what they worry about, what they see as the biggest risks and also what they see as the biggest challenges to IT
Prepare a business case addressing their answers showing strategic benefits, Return on Investment (ROI) and Value on Investment (VOI)
Don’t be afraid to tell them what you need from them
ITSM Governance
4
Challenge How To Overcome
Lack of ITSM Governance. Create a Governance Body that provides oversight and guidance to the ITSM program Input into the ITSM Roadmap
Measuring the right things
Continual Service Improvement
Process integration and process and tool integration
Compliance
Under Estimating The Power Of Organizational Change
5
Challenge How To Overcome
Managing Organizational Change. Develop and implement a strong Communication Strategy and Plan
Address the WIIFM (What’s In It For Me) for senior management, mid-level management, front line management and the individual contributors
Ensure there is specific role-based process and tool training as well as generic training for management
Senior Management needs to be the proper role models
Follow Kotter’s 8 step Transformation Model
..that iceberg won’t
stop US!
Full steam ahead!
Culture
Leadership
Were We Successful
6
Challenge How To Overcome
Lack of knowing when you’ve
been successful.
Define proper goals and
objectives
Define the success measures
for the program including
Critical Success Factors and
Key Performance Indicators
Create and manage an ITSM
Program Balanced Scorecard
to track the improvements
What Does CSI Stand For
7
Challenge How To Overcome
Lack of Continual Service Improvement – not protecting the original investment made.
Continue to evaluate the health of your processes and services
Look for efficiency and effectiveness gains
Evaluate and modify your processes to support the Business
Apply Lean IT – remove waste and non-value add activities
Input Output
Step 1 Step 2 Step 3 Step 4 Step 5
Process
ITIL, ITIL, ITIL, ITIL…..
8
Challenge How to Overcome
I want to implement ITIL® –
Implementing ITIL for the sake of
implementing ITIL.
Don’t talk about implementing
ITIL, but about improving service
quality and consistency,
reducing costs for services,
improving relations with the
business, etc.
What you are selling is results
and outcomes
ITIL
ITIL® is a registered trade mark of AXELOS Limited
Scope, Scope, Scope….
9
Challenge How to Overcome
Creating the proper scope of the program.
An ITSM Program has a start date but no end date
An organization only has so much capacity to adopt to change so be sure to manage the scope of the program
Create a phased approach starting small and then expanding as the organization learns and gains the skills to implement improvements
Measurement Framework
10
Challenge How to Overcome
Lack of ability to monitor, measure and report on process health.
Early on in the project identify and get agreement on 2-3 Critical Success Factors (CSF) and 2-3 Key Performance Indicators (KPIs) for each CSF
Work with the tool team to ensure the capability to capture the required process metrics and report on the KPIs
What Do We Need To Improve
11
Challenge How to Overcome
Not knowing what the organization wants to improve.
Understand the Business and IT Strategy, Goals and Objectives
Conduct an ITSM Vision and Strategy session
Conduct an assessment to determine where you are and where you want to go
Set measurable targets for process improvement and/or service improvement
Copyright © AXELOS Limited 2011. Reproduced under license from AXELOS
Risks & Issues
12
Challenge How to Overcome
Not Managing Risks and Issues. Develop and manage a risk and issue log
Start out defining the risks as part of your program charter and project charters
Continue to add to the risks including the mitigation strategies
Once risks happen (issue), then implement the mitigation strategy
Review risks and issues at least monthly with the Executive Sponsors/Steering Committee
Manage As A Project
13
Challenge How to Overcome
Not managing the Program in the form of multiple projects.
A large scale improvement initiative should be managed with some project management discipline
Clear project deliverables and time lines
Resources allocated to the project work such as process design teams
Project status updates
Managing risks and issues
Not Looking For Quick Wins
14
Challenge How to Overcome
Not identifying and implementing quick wins.
Understand and get agreement on a timeline for improvement – every improvement initiative doesn’t have to be a project
Identify and implement quick wins for: People (roles and
responsibilities) Process (improve quality and
consistency) Tools (increased consistency) Measurements and reporting
What Does It Come Down To
• Leadership and Governance
• These two items drive everything we have discussed today
15
16
What Do I Do Next?• Talk with your key stakeholders and identify
the top challenges you are facing (are they the same as discussed in this session or do you have unique ones?)
• Pick one or two key challenges you are facing and create a plan on how to overcome the challenges by using some of the concepts presented
Thank you for attending this session.
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