The People Factor In ITSM

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The People Factor in ITSM
 
For many years we have been doing our bes un adopting best practices, standards, frameworks, with the expectations of realizing our Business goals.
Unfortunately the results in many cases have not been as planned since not enough attention has been paid to the people that need to realize these goals. If we address the People Factor correctly things will start looking better. Please follow this presentation and share your thoughts here and at the itsmabc.wordpress.com blog

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The People Factor In ITSM

  1. 1. The People Factor in ITSM Alejandro E. Debenedet GuetChu ITSM Director International Business Relations Director – PeopleCert Group Marketing and Chapter Relations Director itSMF“ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries” © Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
  2. 2. ITSM: People ... The Fundamental “P” PROCESSES Processes People PRODUCTS PARTNERS © Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
  3. 3. ITIL: Value creation is about PEOPLE—  VALUE Creation is about Perceptions, Preferences and Attributes—  Service assets are used to create VALUE Perceptions Attributes Preferences Resources Capabilities Value Creation Value Creation © Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
  4. 4. PEOPLE are importantPEOPLE are THE assetQuote from SS book: “ The value of people asset is the capacity for Creativity Analysis Percetion Learning Judgment Leadership Communication Coordination Emphaty Trust © Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
  5. 5. Service Oriented Organizations Attitude RESISTANCE Behaviour Culture © Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
  6. 6. Attitude —  Feeling or opinion about something or someone —  Change program means changing people attitudes —  Cynicism, —  sarcasm —  Passiveness —  Complacency —  Saying yes, doing no —  Usually is non-verbal, body language —  Learn to ¨read¨ them (55% of interpersonal —  communication goes in the form © ABC, ABC Cards and ABC Cartoonsbelong to Paul Wilkinson and GamingWorks —  of language and gestures) © Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
  7. 7. Behaviour•  To act in a particular way; actions measured by commonly accepted standards It is directly seen and experienced —  Complaning about others —  Avoiding responsibility —  Passing the blame —  Refusing to accept or listen to others (bad for team work !!) —  Deliberately withholding info or misscommunicating —  Deliberately delaying activities —  To change behaviour, work on the RESISTANCE © Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
  8. 8. Resistance—  An emotional reaction to change —  Preference for stability and continuity —  Feeling of not being involved, not in control —  Personal conflicts and rivalry —  Purpose and motives not shared or wrongly understood —  Only seeing the bad side of change —  Fear of unknow —  Fear of failure —  Lack of tact —  Distrust © Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
  9. 9. Culture•  Accepted ways of working within an organization; the values and standards that people find normal —  Is the most used word in organization change —  But … culture can not be fought out —  It maintains by itself —  Easier seen by third parties (from outsiders) like trainers, consultants or new employees —  Symbols —  Heroes —  Rituals —  Values —  Talk a lot, let the culture change by itself —  Be prepare for resignations —  Create new heroes © Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
  10. 10. ABC and ITIL© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
  11. 11. What to do …—  Get rid of repeat and monotonous work—  Make work more enjoyable—  Communicate, get interested, get involved—  Give the right information with as less as secrecy as possible—  Include everyone —  One to one discussions —  Get rid of destructive resistance —  Reward, make note desirable behaviour —  Give credit —  Motivate —  Share problem and work on a solution —  TOGETHER—  Celebrate results © Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
  12. 12. Excellence in Team Works—  Teams skills are directly responsible for organizational performance—  Certified members in the team impact directly the team performance—  80% of IT managers believe their team requires significant amount of task-specific skills to perform their duties Source: IDC White paper: Value of certification and Organizational Performance © Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
  13. 13. Professional Certification© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
  14. 14. Build your team with the right capabilities Tailored Gap Expected Needs/Intake Activities Adjust Results © Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
  15. 15. The value of ITSM certification Recognition by Public sector Adpotion of Universities Value social learning environment International appeal with localization© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
  16. 16. Alejandro E. Debenedet GuetChu ITSM alejandro.debenedet@itsmfi.orgalejandro.debendet@peoplecert.org Twitter: adebenedet Blog: itsmabc.wordpress.com © Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com

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