Bill McVicker Consulting Mentoring Change Agent

IT Service Transformation

Withprovenexperienceandmethods,Ihelpclientsidentify,design,introduce,andimprovetechnology-enabledservicesthathelporganizationsachievetheirdesiredbusinessoutcomes.

Researchhasrevealedthatoneofthewaystopcompaniesdistinguishthemselvesisbypositioningtechnology-enabledservicesasastrategicasset.ITinvestmentsmustbealignedwiththeoverarchingbusinessrequirementsandthemodernCIOisunderincreasingpressuretorunITasaservice-orientedbusiness,responsibleforhelpingcreatetruebusinessvalue.

stageforevenfaster,moreresponsiveandmorecost-effectiveITcapabilities.

TheseadvancesrequireCIOstobuildserviceorganizationsthatcanmanageITservicestorespondtobusinessthreatsandopportunitiesanddrivetheenterpriseforward.ITServiceManagementhelpsCIOsachievethisdualimperative.

Service-orientedarchitectures,software-as-a-service,softwaredefinedinfrastructure,Dev/Ops,networkconvergence,mobilityandothertrendshaveinitiatednoticeableimprovementsinITflexibility,processingpower,storagecapacityandcostadaptability.Theacceptanceofcloudcomputingasaviableandsecureplatform,havealsosetthe

AchievingsuperiorITservicemanagementmustbeginwiththeadoptionofaservicementalityandaclearunderstandingofwhatcustomersmostvalue.TheabilitytomanageITservicesistogainadeepunderstandingofthedesiredbusinessoutcomesofeachcustomergroup,anddemonstratehowITsupportstheseoutcomes--ratherthanfocusingonthetechnologyitself.

Becauseoutcomesdifferfromorganizationtoorganization,notwojourneystoITservicesuperiorityarethesame.Regardlessoftheservicesdelivered,ITorganizationsneedtobeabletomanage,monitorandreportonIT’scontributiontobusinessoutcomes.Iassistclientsinmasteringeachstageoftheservicelifecycle—

fromstrategyanddesigntotransition,operationandcontinualimprovement.Inadditiontoprovidingareal-timeassessmentofthecapabilityateachlifecyclestage,Ihelpclientsensurethatservicelevelsareoptimizedandservicecostsaretransparenttokeystakeholders.

Servicetransformationincludeskeycomponentsofculturaladoption,suchasexperientiallearning,training,careerpaths,teamandindividualobjectives,recognitionandrewardschemes,communicationsandotheractivitiestowinheartsandminds

• Processblueprints- thisincludesprocessdesign,workflowsimulation,proceduralguides,jobaidsandongoingprocessimprovement(continualandperiodic).Processblueprintingalsoincludesdesigning,implementingandmonitoringkeyinternalmetricsandprocessperformancemeasures.

• Technologyenablement- thisincludesprovidingsupportforimplementingcommercialoff-the-shelfservicemanagementtoolsandproducts,automatingprocesses,establishingdataandknowledgerepositoriesandcreatinganintegratedservicemanagementtoolsarchitecture.

ITServiceManagementJourney

TransformationMethods

Mymethodsarebasedonthreekeyareasthatspaneachphaseoftheservicelifecycle:

• Servicetransformation- thisincludesdirectiononhowtodesign,developandimplementITservicemanagementasastrategicasset.Ithelpsorganizationsfulfillthedesiredbusinessoutcomesassociatedwiththeirserviceportfoliossuchas,costreduction,operationaleffectivenessanddistinctiveperformance.

Forexample:• IassistedoneclientintheredesignoftheirITServiceManagementoperatingmodelandorganizationaldesign,whichresultedina20percentyearlybudgetreduction.Anend-to-endservicemanagementtransformationcanstreamlineprocesses,improvethecustomerexperience,achievelicensecomplianceandreduceoperatingcostsbyasmuchas30percenteachyear.• IhaveconductedServiceManagementevaluationsatanumberoforganizationstodeterminethekeystrategicandtacticalinitiativesrequiredtoreduceservicecostsupto30percentwhileimprovingthequalityofserviceperformance.• Ihelpedoneclientdefineandcatalogkeyinformation-basedtechnology-enabledservicesintermsthatthebusinessunderstoodandcreatedasupportingcatalogofstandardservicerequeststoimprovethecustomerexperienceandachievebusinessproductivitysavings.

IhelpCIOsachievetheirgoalsofcreatingvalueforthebusiness.

IamuniquelypositionedtohelpclientsachievehighperformingITServiceManagementfunctionsthrough:• Abusinessfocus.Iunderstandclientsareseekingtodifferentiatebasedontheservicestheyoffertotheircustomers.IfocusonthebusinessoutcomesofITservices.• Extensiveknowledgeandexperience.Ihavemorethan20yearsofexperienceinhelpingclientstransformtheirITserviceorganization,withademonstratedcustomerfocusandthetechnicalacumenneededtodeliver.Additionally,Ihavedeepknow-howandcontributedtotheITIL®ServiceStrategyBookwhichprovidestheblueprinttohelpCIOsmovebeyondoperationalefficiencytostrategicservicemanagement• Vendorindependence.Ihaveexperienceandrelationshipswithanumberoftechnologyproviders,pluscapabilityimplementingmajorservicemanagementtoolsandsolutions.

WhyMe?

"A corporation is a living organism; it has to continue to shed its skin. Methods have to change. Focus has to change. Values have to change. The sum total of those changes is transformation." Andrew Grove

Achangeagentisapersonwhohelpsanorganizationtransformitselfbyfocusingonsuchmattersasorganizationaleffectiveness,improvement,anddevelopment.Achangeagenteventuallyfocusestheireffortsontheeffectofchangingtechnologies,structures,andtasksoninterpersonalandgrouprelationshipsintheorganization.Forchangesuccess,thefocusmustculminatewiththepeopleintheorganizationandtheirinteractions.

InmyrolesasanITTransformationChangeAgent,Ioftenplaythefunctionofaresearcher,trainer,counselor,orteacher.

Whilesomechangeagentsspecializeinonefunction,Iwilloftenshiftmyroledependingupontheneedsoftheorganization.Ihavekeycompetenciesthathavemademeaneffectivechangeagent:

• Diagnoseproblems– Quicklyunderstandboththebusinessdriversandtheorganizationwellenoughtoidentifyperformanceissuesandanalyzetheirimpactonshortandlongtermbusinessresults• Buildrelationshipswithclients– Formpartnershipswithmutualresponsibilityfortheoutcomesofthechangeeffort.• EnsurethattheVisionisArticulated–InterpretthehopesandmotivationsoftheITworkforcethroughtheVisionstatement.• SetaLeadershipAgenda– Definetheongoingroleforleaders,suchascommunications,rolemodeling,reinforcementofdesiredbehaviorsetc..This,requiresarapidunderstandingofthedynamicshistoryandcompetenciesofthe

ChangeAgents– peoplewhoactascatalystsforchange…

AprovensuccessfulChangeAgent

leadershipteamandtohavethetenacitytoinsistontheagenda’saccomplishment.• SolveProblems– Recommendingsolutionsisnotthesameassolvingproblems.Myroleasanexecutivechangeagentmeansthattheproblemsencounteredareoftenloadedwithemotionalandpoliticaldynamics.Ipossesstheinsighttorecognizetheproblem,thesensitivitytoseeitsimportancetothoseinvolved,thecouragetotakehonestandoftendifficultmeasurestoresolveitandthecredibilitytobeheard.• ImplementPlanstoAchieveChangeGoals- Successfulorganizationalchangeonanysignificantscalecanbeattributedtotherightstrategyandappropriatechangeinorganizationculture.Culturechange,inturn,reliesheavilyonalignedandsupportivepeoplepolicies,systemsandprocesses.