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ITSM Academy Webinar Leveraging Process Design
ITSM Academy Webinar Leveraging Process Design
ITSM Academy Webinar Leveraging Process Design
ITSM Academy Webinar Leveraging Process Design
ITSM Academy Webinar Leveraging Process Design
ITSM Academy Webinar Leveraging Process Design
ITSM Academy Webinar Leveraging Process Design
ITSM Academy Webinar Leveraging Process Design
ITSM Academy Webinar Leveraging Process Design
ITSM Academy Webinar Leveraging Process Design
ITSM Academy Webinar Leveraging Process Design
ITSM Academy Webinar Leveraging Process Design
ITSM Academy Webinar Leveraging Process Design
ITSM Academy Webinar Leveraging Process Design
ITSM Academy Webinar Leveraging Process Design
ITSM Academy Webinar Leveraging Process Design
ITSM Academy Webinar Leveraging Process Design
ITSM Academy Webinar Leveraging Process Design
ITSM Academy Webinar Leveraging Process Design
ITSM Academy Webinar Leveraging Process Design
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ITSM Academy Webinar Leveraging Process Design

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Leveraging Process Design: True Results, True Value …

Leveraging Process Design: True Results, True Value
Andrew Wilson, Director, Program Management Office, U.S. Navy Bureau of Medicine and Surgery

Learn about the IT Service Management Process Improvement journey at NAVMISSA, led by their Project Management Office.

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  • 1. Welcome! Leveraging CPDE: True Results, True Value© ITSM Academy
  • 2. About ITSM Academy  Accredited Education  Since 2003 - Tens of Thousands  Certified Process Design Engineer (CPDE) Trained and Certified  ITIL® Foundation  ITSM Professional Diplomas  ITIL Capability (OSA|PPO|RCV|SOA)  Change/Support/SLM  ITIL Lifecycle (SS|SD|ST|SO|CSI)  Public Classes throughout U.S.  ITIL Managing Across the Lifecycle (MALC)  Corporate On-Site Classes  ISO/IEC 20000 Foundation & Bridge  Virtual Classes  MOF Foundation  Courseware Licensing  Practical, Value-Add Workshops , p  C Corporate & Partner (GEM) t P t  Building Blocks, Roles, Service Catalog, etc.  Alumni Program  ITIL, MOF, ISO 20K Overviews  Apollo 13, Visible Ops: The Class  PMI Global Education Provider  And more!  Certified Woman-OwnedITIL® is a Registered Trade Mark of the Cabinet Office.© ITSM Academy 2 Welcome!
  • 3. Disclaimers and Credits  The views expressed in this webinar are those of the author and do not necessarily reflect the official policy or position of the y p y p Department of the Navy, Department of Defense, nor the U.S. Government.  Certified Process Design Engineer(CPDE) – Loyalist Certification Services (LCS)  The ITSM Process Design Guide – Donna Knapp, CPDE, ITIL Expert  ITSM Academy Team – Michael Cardinal© ITSM Academy 3
  • 4. Introduction  NAVMISSA  Program Management Office  Why this webinar  Search for the answer  Pivotal maturity step  From the trenches  Results driven – process development© ITSM Academy 4
  • 5. History  New organization  NAVMISSA PMO initially focused on developing project management processes  Lack of a standardized development process resulted in process development that was was:  Resource intensive: 3,344 man-hours  Time consuming: 3-4 month development window  Costly: $250,847  Lacking customer requirements: PMO driven processes  Deeply rooted culture© ITSM Academy 5
  • 6. Problems  Processes that were not adopted by the organization  Inability to meet organizational demand  Lack of confidence in PMO’s ability to meet the needs of the organization  Poor quality processes  Lack of organizational:  Id tit Identity  Purpose  Function  Value  Inability to mature: “Initial” level of maturity© ITSM Academy 6
  • 7. Implementing CPDE – An Eye Opening  CPDE – A process development methodology  Agnostic - Meant for IT Service Management fundamentally for process Management,  Holistic – Encompasses the life of a process  Outcomes based  4 phase,10 step methodology, specific deliverables  Provided the skeleton Continual Requirements Process Definition Improvement Process Design and Process Analysis y Implementation Four phases of ITSM Process Design© ITSM Academy 7
  • 8. Implementing CPDE - The PDP  Giving the skeleton a soul – The Process to Develop Process (PDP)  Methodology into practice gy p  Organization specific  Used The ITSM Process Design Guide  The Process to Develop Process  7 Phase, 31 Activity Process  Standardized all process development documents Continual Process Improvement Requirements Definition  Standardized all communications  Established PITs Process Design  Established common language and Process Analysis Implementation  Established roles  Established metrics  Outcomes based/requirements driven© ITSM Academy 8
  • 9. Implementing PDP - Requirements Definition  Establishes the process project and its scope while identifying the stakeholders, process definition and customer requirements  Output: Requirements Definition Document (RDD) Initiate Plan Define • ID • RASCI • Define Stakeholders • PIT Process • Charter • POAM • Gather Requirements Charter signed= POAM signed= Management commitment and Project plan resources© ITSM Academy 9
  • 10. Implementing PDP – Process Analysis  A series of PIT Team meetings that document current state, identify problems/pain points, best practices, regulatory points practices requirements, benchmarking, etc.  Led by Process Developer (Facilitator) y p ( ) What works best for us!© ITSM Academy 10
  • 11. Implementing PDP – Design  Design the required process and tools to achieve the desired outcomes using design workshops  Facilitation is an art Design Process Develop PDD Requirements Verification • Process • Process • PIT and Design Developer Management Workshops Authors© ITSM Academy 11
  • 12. Implementing PDP - Pilot  Pilot the designed process with draft PDD and associated process tools Pilot Resources Conduct Pilot Determine Pilot Success • From the • Variety of • Document trenches methods pilot findings© ITSM Academy 12
  • 13. Implementing PDP - Release  Final updates are made to the PDD and then routed for approval by the PIT and then management before released released. Update PDD Approve PDD Release • Updates from • PIT Approve • Release Prep pilot • Management • Storage Approve • Communicate© ITSM Academy 13
  • 14. The PDP© ITSM Academy 14
  • 15. Process Development Process Pilot  12 Project management processes  Cost, Schedule, Scope  Conducted 2 developer lessons learned sessions  Measured cycle times and assessed quality at each phase  Held PIT lessons learned sessions© ITSM Academy 15
  • 16. CPDE/PDP in Place – Real Results Development Time - Days p y Man Hours Development Man-Hours Time - Days Pre CPDE 162 Pre CPDE 3344 Post CPDE P t 65 Post P CPDE 259 0 100 200 0 2000 4000  Results  59 9% reduction in development time 59.9% d d l  92.3% reduction in man-hours  Cost avoidance per process $231,323© ITSM Academy 16
  • 17. CPDE/PDP in Place – Real Value  Organizational maturity and acceptance  St d d for ALL processes Standard f  12 Project Management Processes  3 Service Management Processes  Incident, Change and Service Level  5 Business Processes  Employee Hiring, Employee Check-In, COOP, LSS Project and Governance  3 process developers trained© ITSM Academy 17
  • 18. Lessons Learned  Policy  E Executive support ti t  Takes time to change culture© ITSM Academy 18
  • 19. Visible OPS Certified Process Design Engineer (CPDE) ITIL SOA ITIL at the Service Desk ITIL PPO Defining Your Service Catalog ITIL RCV ITIL Service Strategy ITIL Managing Across ITIL OSA the Lifecycle (MALC) ITIL Service Design Service Strategy ITIL Service Transition Overview ITIL Service Operation Service Transition Overview ITIL Continual Service Improvement Service Operation Overview ITIL ITSM Roles Foundation and Responsibilities ISO/IEC 20000 Foundation ISO/IEC 20000 Apollo 13 Simulation Foundation Bridge MOF Foundation Customer Service ITIL Executive Overview Excellence ITIL Overview Building Blocks of Process Design ISO/IEC 20000 OverviewSolid colored boxes represent accredited certification courses.Grey boxes represent non-certification courses including workshops and simulations.
  • 20. Questions?© ITSM Academy 20

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