Key Ingredient - ITSM Academy Webinar


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Key Ingredient - ITSM Academy Webinar

  1. 1. 5/21/2009 Key Ingredient for ITSM Success: Program Management Lisa J. Hodges g PMP®, ITIL Expert™ ITSM Academy Instructor Principal Consultant – Cornerstone Service Management 1 © ITSM Academy About ITSM Academy Accredited Education Ft. Lauderdale, Dallas & ITIL® Foundation (V3 / V2) Washington, DC - Public ITIL® V3 Foundation Bridge, Corporate on-site Classes on site Managers Bridge Virtual Classes ITIL® V3 Lifecycle, Capability Courseware Licensing and MALC ITIL® V2 Practitioner, Service Alumni Program Manager PMI Global Registered Microsoft Operations Education Provider Framework (MOF) Federal Government (GSA) Foundation Contractor ISO/IEC 20000 Foundation Certified Woman-Owned Certified Process Design Engineer (CPDE)® Tens of thousands of learners trained since 2003 Practical, Value-Add Workshops © ITSM Academy 2 Welcome! 1
  2. 2. 5/21/2009 Many organizations adopt ITSM frameworks and experience great success, while others are left frustrated by lack of return on their investment. Economic uncertainty is the top external factor influencing plans IT budgets for the last 2 – 3 years are essentially flat Technology costs continue to rise Less than half of ITSM programs are able to report measurable value Despite all this, most IT professionals are planning strategic level ITSM programs in 2009. 3 © ITSM Academy Organizations achieving the best results do more than simply send staff to training and declare they have ‘adopted best practice’! ITSM Program Project 1 Project 3 Project 2 Successful organizations establish an ITSM Program to consistently and coherently manage Process Improvement Projects. 4 © ITSM Academy 2
  3. 3. 5/21/2009 Program Management is the critical ingredient that can make (or break) an IT Service Management initiative. Program Management ITSM Programs Manages inter-dependent Coordinate planning projects to ensure they Oversee Are coordinated Awareness, Education, Reflect management’s and Training (People) vision Process design and Project overlaps are improvement minimized (Processes) Gaps are minimized Automation projects (Technology) Management reporting (Information) 5 © ITSM Academy Program Management is centralized and coordinated to achieve strategic goals and benefits. Demonstrating alignment with business priorities is the most effective way to achieve Executive sponsorship and buy-in. Program Management often includes elements outside of the program. Process improvement is simply the means to a strategic end. 6 © ITSM Academy 3
  4. 4. 5/21/2009 Other ingredients dramatically impact quality of ITSM results (too much salt; not enough flour?). Process Maturity Assessments Awareness, Education, and Training Program Organization Process Improvement Methodology Each is necessary, but the appropriate mix will vary from one organization to another. 7 © ITSM Academy Process Maturity Assessments define scope and clarify project planning. Each Process is Level 5 Value Chain evaluated and Optimizing Focused assessed. Level 4 Business Managed Focused Level 3 Customer Defined Focused Each level of Level 2 Product/Service improvement Repeatable Focused represents a project or phase. Level 1 Technology Initial Focused 8 © ITSM Academy 4
  5. 5. 5/21/2009 Awareness, Education, and Training plans communicate a consistent, coherent, and timely message. Awareness - communicates benefits, goals and objectives Education – conveys ITSM context and scope Training – develops specific, project related skill sets 9 © ITSM Academy Program Organization ensures structure with the right people, at the right time, in the right places. Project Organization: Considerations: Project management ITSM implementation ITSM Process subject matter experience experts Resource Contention Tool/Technology resources Cross representation Program Organization: Considerations: Sponsorship Culture/Politics Process Ownership Budget allocation Permanent structure Portfolio priority Projects, by definition, are temporary endeavors; the ITSM Program is intended to last. 10 © ITSM Academy 5
  6. 6. 5/21/2009 Process Improvement Methods and Process Design Standards should be consistently executed across improvement projects. Develop a reusable, repeatable model including: Design Workshop D i W k h format Documentation Standards 11 © ITSM Academy Some ingredients determine flavor (wheat, rye, white - it’s all good!). Consider culture, budget, and logistics to select: ITSM Framework Tools and Technology 12 © ITSM Academy 6
  7. 7. 5/21/2009 Choose an ITSM Framework or Standard that has been proven in the industry. Some organizations are selectively combining more than one framework to achieve specific goals. 13 © ITSM Academy Choose compatible, complimentary, Tools and Technology. Technology underpins all service management processes Consider short and long term goals when selecting tools Incremental improvement in p Process Maturity sometimes requires tool investment Don’t forget, automating bad processes simply yields bad results faster. 14 © ITSM Academy 7
  8. 8. 5/21/2009 Chances are, you have many of these ingredients on your shelf already. Program/Project Managers Process Maturity Assessments ITSM Frameworks ITSM Subject Matter Experts Education and Training Tools and Technology But if you need to supplement your supply, there’s never been a better time to buy. 15 © ITSM Academy Questions and Answers? Lisa Hodges - P i i l C Li H d Principal Consultant lt t Cornerstone Service Management 513.675.1310 ITSM Academy, Inc. i f @it d 1.888.872.ITSM (4876) Thank you for participating! 16 © ITSM Academy 8
  9. 9. 5/21/2009 ITSM Academy Partners 17 © ITSM Academy 9