How to Play the Game of Good Service Management
About ITSM Academy <ul><li>Accredited ITSM Education Provider </li></ul><ul><ul><li>ITIL ®  Foundation (V2 and V3)  </li><...
Agenda <ul><li>Establishing the Rules </li></ul><ul><li>Establishing Boundaries </li></ul><ul><li>Choosing Teams </li></ul...
Is your ITSM implementation like playing a game with family or friends? <ul><li>Not enough players? </li></ul><ul><li>Miss...
Establish the Rules <ul><li>“ What game are we playing?” </li></ul><ul><ul><li>Choose your framework (ITIL, 6 σ , CMMI) </...
Establish Boundaries <ul><li>In-bounds? Out of bounds? </li></ul><ul><ul><li>Set scope and stick to it </li></ul></ul><ul>...
Choose Teams (1) <ul><li>“ Who wants to be the banker?” </li></ul><ul><ul><li>Trust someone with authority to make changes...
Choose Teams (2) <ul><li>Eenie, Meenie,  Minie, Moe… </li></ul><ul><ul><li>Use a balance of personalities, not skills or r...
Identify Equipment <ul><li>“ Let’s look in the rules” </li></ul><ul><ul><li>Put pieces where they belong on the “board” </...
Distribute Equipment and Positions <ul><li>“ What’s the score?” </li></ul><ul><ul><li>Avoid the tendency to “fix” the scor...
Start Playing the Game! <ul><li>“ Roll the dice” </li></ul><ul><ul><li>Start with easy first steps </li></ul></ul><ul><li>...
Settle Disputes <ul><li>“ Move back two spaces” </li></ul><ul><ul><li>As a challenge arises look in the rules or make a “h...
Have Fun! <ul><li>“ Gin rummy!” </li></ul><ul><ul><li>Celebrate the results </li></ul></ul><ul><li>“ I could’ve won that h...
Want to Learn More? <ul><li>Now available </li></ul><ul><ul><li>ITIL ®  V3 core and  complementary books  (www.itsmbooksto...
ITIL ®  V3 Certification Scheme
ITSM Academy, Inc.
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Good IT Service Management - ITSM Academy Webinar

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From ITSM Academy's March 2008 Webinar, How to Play the Game of Good IT Service Management. Presenter; Michael Cardinal. Part of ITSM Academy's ITIL V3 Webucation Series.

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  • Good IT Service Management - ITSM Academy Webinar

    1. 1. How to Play the Game of Good Service Management
    2. 2. About ITSM Academy <ul><li>Accredited ITSM Education Provider </li></ul><ul><ul><li>ITIL ® Foundation (V2 and V3) </li></ul></ul><ul><ul><li>ITIL ® Foundation Bridge Course </li></ul></ul><ul><ul><li>ITIL ® Practitioner, Service Manager </li></ul></ul><ul><ul><li>ISO/IEC 20000 certifications </li></ul></ul><ul><ul><li>Practical workshops </li></ul></ul><ul><li>PMI Global Registered Education Provider </li></ul><ul><li>Public Training Center in Fort Lauderdale, FL </li></ul><ul><li>Corporate on-site classes </li></ul><ul><li>Over 13,000 learners trained since 2003 </li></ul>2007 - Awarded Federal Government Schedule Contract (GSA) allowing ITSM Academy to become a premier provider of ITSM education to the US Government
    3. 3. Agenda <ul><li>Establishing the Rules </li></ul><ul><li>Establishing Boundaries </li></ul><ul><li>Choosing Teams </li></ul><ul><li>Equipment </li></ul><ul><li>Playing the Game </li></ul><ul><li>Settling Disputes </li></ul><ul><li>Having Fun </li></ul>
    4. 4. Is your ITSM implementation like playing a game with family or friends? <ul><li>Not enough players? </li></ul><ul><li>Missing pieces or parts or equipment? </li></ul><ul><li>Rules not followed? </li></ul><ul><li>Rule book missing? </li></ul><ul><li>People “cheating” </li></ul><ul><li>People get tired of “playing” before the end? </li></ul><ul><li>TOTALLY FRUSTRATING?!?!?!?!?!?! </li></ul>
    5. 5. Establish the Rules <ul><li>“ What game are we playing?” </li></ul><ul><ul><li>Choose your framework (ITIL, 6 σ , CMMI) </li></ul></ul><ul><li>“ Has anyone read the rules?“ </li></ul><ul><ul><li>Get educated and do awareness early </li></ul></ul><ul><li>“ Free Parking?” </li></ul><ul><ul><li>Adopt and Adapt </li></ul></ul>“ Children at recess or after school play games. The games involve rules, and these rules order their conduct. …Without rules there is no game.” ~ John Dewey
    6. 6. Establish Boundaries <ul><li>In-bounds? Out of bounds? </li></ul><ul><ul><li>Set scope and stick to it </li></ul></ul><ul><li>“ That’s not fair…” </li></ul><ul><ul><li>Set high expectations and watch people achieve them </li></ul></ul><ul><li>“ Can I join?” </li></ul><ul><ul><li>Decide on additional processes or roles </li></ul></ul>
    7. 7. Choose Teams (1) <ul><li>“ Who wants to be the banker?” </li></ul><ul><ul><li>Trust someone with authority to make changes </li></ul></ul><ul><li>“ One, two, three—not it!” </li></ul><ul><ul><li>Develop accountability charts </li></ul></ul><ul><li>“ Monopoly tokens” </li></ul><ul><ul><li>Identify roles needed for your implementation </li></ul></ul>
    8. 8. Choose Teams (2) <ul><li>Eenie, Meenie, Minie, Moe… </li></ul><ul><ul><li>Use a balance of personalities, not skills or randomness, to organize </li></ul></ul><ul><li>“ Who’s my partner?” </li></ul><ul><ul><li>Use experience wisely—mentoring and coaching </li></ul></ul><ul><li>“ Go to jail, go directly to jail…” </li></ul><ul><ul><li>People are not ‘broke”—don’t try to fix them </li></ul></ul>
    9. 9. Identify Equipment <ul><li>“ Let’s look in the rules” </li></ul><ul><ul><li>Put pieces where they belong on the “board” </li></ul></ul><ul><li>“ Is an Ace one or eleven?” </li></ul><ul><ul><li>Don’t try to make pieces “fit”—avoid imbalance </li></ul></ul><ul><li>“ Whose turn is it?” </li></ul><ul><ul><li>Establish and stick to process and procedure </li></ul></ul>
    10. 10. Distribute Equipment and Positions <ul><li>“ What’s the score?” </li></ul><ul><ul><li>Avoid the tendency to “fix” the score </li></ul></ul><ul><li>“ You’re too young to play” </li></ul><ul><ul><li>Avoid keeping people out of the game due to inexperience-coach them </li></ul></ul><ul><li>“ What color do you want?” </li></ul><ul><ul><li>Get input from the “players” </li></ul></ul>
    11. 11. Start Playing the Game! <ul><li>“ Roll the dice” </li></ul><ul><ul><li>Start with easy first steps </li></ul></ul><ul><li>“ Ready, Set, Go!” </li></ul><ul><ul><li>Step forward regardless of the risk or consequences </li></ul></ul><ul><li>“ Go Fish!” </li></ul><ul><ul><li>Sometimes it will be good ….. and sometimes not so </li></ul></ul>
    12. 12. Settle Disputes <ul><li>“ Move back two spaces” </li></ul><ul><ul><li>As a challenge arises look in the rules or make a “house” rule acceptable to everyone </li></ul></ul><ul><li>“ Adding houses and hotels” </li></ul><ul><ul><li>Adding processes and roles as you move forward </li></ul></ul><ul><li>“ I quit” </li></ul><ul><ul><li>Prepare for resistance or burn-out </li></ul></ul>
    13. 13. Have Fun! <ul><li>“ Gin rummy!” </li></ul><ul><ul><li>Celebrate the results </li></ul></ul><ul><li>“ I could’ve won that hand” </li></ul><ul><ul><li>Also celebrate the effort </li></ul></ul><ul><li>“ Who wants to play again?” </li></ul><ul><ul><li>Keep people motivated and on track </li></ul></ul>
    14. 14. Want to Learn More? <ul><li>Now available </li></ul><ul><ul><li>ITIL ® V3 core and complementary books (www.itsmbookstore.com) </li></ul></ul><ul><ul><li>ITIL ® V3 Foundation </li></ul></ul><ul><ul><li>ITIL ® Foundation Bridge </li></ul></ul><ul><ul><li>ITIL ® V3 Service Manager Bridge </li></ul></ul><ul><li>Coming soon </li></ul><ul><ul><li>ITIL ® V3 Capability Courses </li></ul></ul><ul><ul><li>ITIL ® V3 Lifecycle Courses </li></ul></ul>
    15. 15. ITIL ® V3 Certification Scheme
    16. 16. ITSM Academy, Inc.

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