TFT13 Barclay Rae ITSM Goodness: 7 steps to success

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Continuing the ITSMGoodness theme of practical simple guidance. Barclay Rae goes through 7-simple steps that all practitioners can take to achieve success and deliver value. The goal is simple practical effective guidance, using knowledge from across the industry and frameworks - working together an industry to achieve Practical Unity.

To find out more about TFT, the only 24 hour global virtual ITSM conference, visit www.tomorrowsfuturetoday.com

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TFT13 Barclay Rae ITSM Goodness: 7 steps to success

  1. 1. 7 Steps to ITSMGoodnessTFT13
  2. 2. ITSM Goodness7 steps tosuccess…
  3. 3. #ITSM Goodness• Customers see ‘Incidents’ as accidents, ‘servers’ as waiters and“architecture’ as buildings – talk to them in their language• No-one cares about how many ‘incidents’ you’ve had or what youravailability is• SLM, SLAs and Service Catalogue – all must be done withcustomers – otherwise it’s old IT arrogance• Let’s not think of running IT ‘as’ a business but ‘like’ a business –and part of it• If you think you ‘just work in IT’, remember its the customers whopay your salary• It’s the (project) process that counts with SLM – i.e.talking/listening to your customers
  4. 4. 7 steps to Happiness
  5. 5. 7 Steps to ITSM Goodness1. Engage and listen to customers2. Build services based on business outcomes3. Invest in the service desk4. Get problem management working5. Report on useful stuff6. Get the whole IT organisation involved7. Change the pitch – sell the value
  6. 6. 6
  7. 7. Challenges with ITSMInternal ExternalClarity on business objectives Sharing customer goalsClarity on project logistics +objectivesWorking with (all) the rightpeopleInvolvement across biz + IT Clarity on resource + data needsAvoiding ‘as-is’implementationsAbility to influence +recommendWhere to start? What to propose?RISK MANAGEMENT…!
  8. 8. 1 engage + listen to customers Arrange short 121 meetings on improvement (not about SLAs) Let customers use their own words - give them an open page / simplequestions Keep the meetings/ interactions short Ask them about specifics - dates, times, key people Get out and observe customers Ask them about e.g. features Risk assess / culture fit?
  9. 9.  Build and visualise a simple (1 page) view of services Organise into a relevant / useful structure / hierarchy Start to populate the services with information Use this as the data store (service database) for other servicedocumentation Think outputs/metrics2 build services based on biz outcomes
  10. 10.  Get in control of statistics and motivation Get the department on-side and get authority Make tools + processes work for you Build a SD code of conduct Make it an aspirational place to work Be clear on basic rules and goals - give staff flexibility to excel Know your stats but keep an eye on the bigger picture Show the Service Desk the bigger picture3 invest in the service desk
  11. 11. Service Desk Code of PractiseWhat’s our business / who are our customers?What are our standards/ethics/codes of behaviour?How do we provide service to our customers?What are our services?How is our success measured?How do we deliver?What should we report on?
  12. 12. #ITSM Goodness• IT organisations must function as a service supply chain – not agroup of great technical teams• 3 simple tips to make processes effective – ownership, ownershipand ownership• No matter what anyone says, you can’t just buy ‘ITIL’ / ITSM off theshelf + do it in a few weeks• ITIL training will help staff to learn ITSM + use the same language,but won’t change the organisation• There’s a whole group of people who just need an ITSM overviewsession rather than a 3 day foundation course• ‘Culture eats strategy for breakfast, lunch and dinner’
  13. 13. 7 Steps to ITSM Goodness1. Engage and listen to customers2. Build services based on business outcomes3. Invest in the service desk4. Get problem management working5. Report on useful stuff6. Get the whole IT organisation involved7. Change the pitch – sell the value
  14. 14. 7 change the pitch – sell the value• Define success and promote its pursuit• Establish and communicate good stories• Be clear on message and media Use marketing and marcomms techniques Think of the audience you are communicating to Produce glossy and fun versions of the message Check that the message is being heard Communicate success and value Keep on doing this
  15. 15. #ITSM Goodness• In IT we like to build models, tools + processes rather than justmanaging people + issues• It’s the (project) process that counts with SLM – i.e.talking/listening to your customers• Your communications style – and appreciation of others’ – is a keytool in resolving issues quickly• IT organisations must function as a service supply chain – not agroup of great technical teams• A glossy brochure version of your service catalog might help to sellthe bigger SLM picture to the CIO + business• Processes don’t happen by themselves – if there’s no governancethen they’re a waste of time
  16. 16. 17
  17. 17. PracticalitiesWhat can we achieve in 10 – 20 – 30 days?• Run a workshop• Hold meetings with Customers• Engage with IT• Define the Service structure• Build the Service Database• Produce a service ‘brochure’• Define the service (process) supply chain• Clearly define service owners• Get customer feedback• Build business metrics model• Reduce cost of service request handling• Use simple Customer feedback and NPV
  18. 18. 19Thank you for listening…www.itsmgoodness.com@barclayrae#ITSMgoodnessbjr@barclayrae.comwww.barclayrae.com
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