Webinar:  7 Steps to a Successful ITSM Tool Implementation
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Webinar: 7 Steps to a Successful ITSM Tool Implementation

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Watch the webinar with FULL AUDIO here: http://navvia.com/resources/webinars/7-steps-to-a-successful-itsm-tool-implementation/ ...

Watch the webinar with FULL AUDIO here: http://navvia.com/resources/webinars/7-steps-to-a-successful-itsm-tool-implementation/

Presentation Description:
Have you been told by your ITSM tool vendor “Don’t worry, it works out of the box.” or “No problem, we can stand it up in a week.” Has your boss said to you “Why do you need so much time to develop a process, it’s SaaS - just turn it on!”

I can’t tell you how many times I’ve talked to people who were disappointed with a tool implementation project. Over the years, and with every generation of ITSM tools, I’ve heard the same thing. “It works out of the box on day 1!” When it doesn’t work, it’s the tool that gets the blame – and people switch to a new one - costing time and money.
In my experience, 7 things have bubbled up to the surface as critical to success.

Join David Mainville in this one hour interactive webinar where he will discuss:

Find out where the gaps are – you are looking to improve things;
Don’t start from scratch – there are a lot of great templates out there
Don’t try this on your own – a process built in isolation will never be accepted by anyone
Don’t be a technophobe – drive the technical requirements you need for automation
Don’t forget to validate – make sure people buy into what you built
Don’t forget to educate – training is the most important step to adoption
Don’t forget governance – a process that is left on its own will die

This is a very practical and essential presentation for process owners, process managers, ITSM tool implementation project teams and ITIL experts.

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Webinar:  7 Steps to a Successful ITSM Tool Implementation Webinar: 7 Steps to a Successful ITSM Tool Implementation Presentation Transcript

  • 2012 Webinar Series March 15, 2012 November 29, 2012
  • 7 Steps to a Successful ITSM Tool Implementation Visit SlideShare, search for GoNavvia Copyright 2012, Navvia - a division of Consulting-Portal 2
  • Todays HostsDavid Mainville Giovanni FloresCEO and Co-founder Marketing Coordinator Copyright 2012, Navvia - a division of Consulting-Portal 3
  • HousekeepingQA &Type Your Questions Here Copyright 2012, Navvia - a division of Consulting-Portal 4
  • Combining fresh ideas with 14 years of ITSM successNavvia is a division of: Copyright 2012, Navvia - a division of Consulting-Portal 5
  • Why the name change?Helping organizations Navigate IT and Business Process Complexity Via our tools and services Copyright 2012, Navvia - a division of Consulting-Portal 6
  • Powerful Tools For Your Service Management ProgramSURVEY DESIGN VERIFY LEARN http://navvia.com/tools/test-drive/ Copyright 2012, Navvia - a division of Consulting-Portal 7
  • “It’s seldom the toolthat’s the problem”Copyright 2012, Navvia - a division of Consulting-Portal 8
  • Why do you think ITSM tool projects fail? Copyright 2012, Navvia - a division of Consulting-Portal 9
  • The vendor says no need for process, it’s “out of the box”…. …Consensus takes too long & it is hard work We’ll just do a “lift and shift” from our old tool ...The last project that focused on process failedOur management says “6 months? Just slam it in”… …It’s SaaS, just turn it on Copyright 2012, Navvia - a division of Consulting-Portal 10
  • 7 Steps to a successful ITSM tool implementation Identify the GAPS – the goal is to improve things Don’t start from Scratch – great templates exist Don’t try this on your own – isolation kills adoption Don’t be a technophobe – capture requirements Don’t forget to validate – helps with the buy in Remember to educate – critical for adoption Govern the process – left in isolation the process will die Copyright 2012, Navvia - a division of Consulting-Portal 11
  • Identify the gaps• Why are you implementing a new tool?• What are the pain points with the current system?• What are the capability gaps you are trying to close?• Do you understand the users point of view? Copyright 2012, Navvia - a division of Consulting-Portal 12
  • Identify the gaps Interviews WorkshopsQuestionnaires Observations Tool Strategy & Plan Copyright 2012, Navvia - a division of Consulting-Portal 13
  • Build a roadmap Future Organizational State Change Technology Deployment Process Enhancement Quick WinsCurrent State Copyright 2012, Navvia - a division of Consulting-Portal 14
  • Don’t start from scratch• What are you doing today from a process perspective?• Are there templates or standards you can leverage?• What is being employed in other areas of your organization?• Can you leverage other programs (ISO, Six Sigma…) Copyright 2012, Navvia - a division of Consulting-Portal 15
  • Best practices, by their very nature, are absent of your companys organization, business, cultural and technology requirements To realize the full benefits, organizations must re-introduce their own reality Copyright 2012, Navvia - a division of Consulting-Portal 16
  • Don’t try this on your own• Processes built in a vacuum, in isolation, will not get adoption• People need to understand “why”• Do you understand your stakeholders requirements?• Are you actually making things better for people?• Balance consensus with getting things done Copyright 2012, Navvia - a division of Consulting-Portal 17
  • What’s in it for me?“Why should I embrace your vision or change, what’s in it for me”? Copyright 2012, Navvia - a division of Consulting-Portal 18
  • Everyone has their own perspective… The CEO The CIO Shouldn’t IT just work? How do I demonstrate I’ve got a business to run that IT is aligned to the and services to deliver business? The IT Manager The Technical Staff I&O is consuming 60% of Those users just don’t my budget, I can’t fund understand! new projects Copyright 2012, Navvia - a division of Consulting-Portal 19
  • Who Needs to be Involved? Steering Committee Stakeholders S.M.E.’s Core Team Copyright 2012, Navvia - a division of Consulting-Portal 20
  • Don’t be a technophobe• Out of the box seldom works• Map business outcomes to tool and data requirements• Identify the mandatory fields, define pick lists, figure out the triggers• Make sure you are capturing the right data to produce metrics Copyright 2012, Navvia - a division of Consulting-Portal 21
  • Business Outcomes must drive ITStart Here Business Tools and Requirements ProcessesOutcomes Technology Not Here Copyright 2012, Navvia - a division of Consulting-Portal 22
  • Mapping Process to the Tool Copyright 2012, Navvia - a division of Consulting-Portal 23
  • Detailed requirements Copyright 2012, Navvia - a division of Consulting-Portal 24
  • Simultaneous Process and Technology Design Process & Technology - You can’t do one without the other! Process PathTechnology Path Process Design Timeline Copyright 2012, Navvia - a division of Consulting-Portal 25
  • Don’t forget to validate• Iterative process design• Use of “show & tell” sessions• Watch out for scope creep• Validate often and get sign off against requirements• Be wary of “I didn’t agree to that…” Copyright 2012, Navvia - a division of Consulting-Portal 26
  • Remember to educate• Training fosters adoption of the processes• Build an education curriculum and plan that addresses all your stakeholders• Consider various training formats from CBT to instructor led• Consider using people involved in the process to do the training Copyright 2012, Navvia - a division of Consulting-Portal 27
  • Education Curriculum Content DevelopmentDevelopment Education Plan Delivery Testing and Vehicles Certification Copyright 2012, Navvia - a division of Consulting-Portal 28
  • Govern the process• Define the controls, policies & standards then make people accountable• Define your governance organization and structure• Define the controls & frameworks you are required to report against• Governance is key to CSI• Governance of cloud applications means extending your controls to your vendor – Remember, you are still accountable Copyright 2012, Navvia - a division of Consulting-Portal 29
  • ITSM Governance & Service Delivery Actual Service Levels Desired Service Levels Ungoverned processes “wear down” over time The result is service variability versus consistency More effort to manage / less customer satisfaction Copyright 2012, Navvia - a division of Consulting-Portal 30
  • Don’t be one of the statistics! Understand what’s broke & build a plan Collaborate with your stakeholders Save time, don’t start from scratch Define and capture your requirements Validate, Keep asking if your on track Educate to drive adoption Govern to ensure accountability Copyright 2012, Navvia - a division of Consulting-Portal 31
  • Take the Conversation OnlineResourceswww.navvia.com/resourcesFollow us on Twitter@mainville or @GoNavvia Copyright 2012, Navvia - a division of Consulting-Portal 32
  • Thank You! David Mainvilledmainville@navvia.com Twitter: @mainville Copyright 2012, Navvia - a division of Consulting-Portal 33