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How to Play the Game of Good Service Management
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How to Play the Game of Good Service Management


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From ITSM Academy's March 2008 Webinar

From ITSM Academy's March 2008 Webinar

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  • 1. How to Play the Game of Good Service Management © ITSM Academy
  • 2. About ITSM Academy Accredited ITSM Education Provider ITIL® Foundation (V2 and V3) ITIL® Foundation Bridge Course ITIL® Practitioner, Service Manager ISO/IEC 20000 certifications Practical workshops PMI Global Registered Education Provider Public Training Center in Fort Lauderdale, FL Corporate on-site classes Over 13,000 learners trained since 2003 2007 - Awarded Federal Government Schedule Contract (GSA) allowing ITSM Academy to become a premier provider of ITSM education to the US Government 2 © ITSM Academy
  • 3. Agenda Establishing the Rules Establishing Boundaries Choosing Teams Equipment Playing the Game Settling Disputes Having Fun 3 © ITSM Academy
  • 4. Is your ITSM implementation like playing a game with family or friends? Not enough players? Missing pieces or parts or equipment? Rules not followed? Rule book missing? People “cheating” People get tired of “playing” before the end? TOTALLY FRUSTRATING?!?!?!?!?!?! 4 © ITSM Academy
  • 5. Establish the Rules “What game are we playing?” Choose your framework (ITIL, 6σ, CMMI) “Has anyone read the rules?“ Get educated and do awareness early “Free Parking?” Adopt and Adapt “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 5 © ITSM Academy
  • 6. Establish Boundaries In-bounds? Out of bounds? Set scope and stick to it “That’s not fair…” Set high expectations and watch people achieve them “Can I join?” Decide on additional processes or roles 6 © ITSM Academy
  • 7. Choose Teams (1) “Who wants to be the banker?” Trust someone with authority to make changes “One, two, three—not it!” Develop accountability charts “Monopoly tokens” Identify roles needed for your implementation 7 © ITSM Academy
  • 8. Choose Teams (2) Eenie, Meenie, Minie, Moe… Use a balance of personalities, not skills or randomness, to organize “Who’s my partner?” Use experience wisely—mentoring and coaching “Go to jail, go directly to jail…” People are not ‘broke”—don’t try to fix them 8 © ITSM Academy
  • 9. Identify Equipment “Let’s look in the rules” Put pieces where they belong on the “board” “Is an Ace one or eleven?” Don’t try to make pieces “fit”—avoid imbalance “Whose turn is it?” Establish and stick to process and procedure 9 © ITSM Academy
  • 10. Distribute Equipment and Positions “What’s the score?” Avoid the tendency to “fix” the score “You’re too young to play” Avoid keeping people out of the game due to inexperience-coach them “What color do you want?” Get input from the “players” 10 © ITSM Academy
  • 11. Start Playing the Game! “Roll the dice” Start with easy first steps “Ready, Set, Go!” Step forward regardless of the risk or consequences “Go Fish!” Sometimes it will be good ….. and sometimes not so 11 © ITSM Academy
  • 12. Settle Disputes “Move back two spaces” As a challenge arises look in the rules or make a “house” rule acceptable to everyone “Adding houses and hotels” Adding processes and roles as you move forward “I quit” Prepare for resistance or burn-out 12 © ITSM Academy
  • 13. Have Fun! “Gin rummy!” Celebrate the results “I could’ve won that hand” Also celebrate the effort “Who wants to play again?” Keep people motivated and on track 13 © ITSM Academy
  • 14. Want to Learn More? Now available ITIL® V3 core and complementary books ( ITIL® V3 Foundation ITIL® Foundation Bridge ITIL® V3 Service Manager Bridge Coming soon ITIL® V3 Capability Courses ITIL® V3 Lifecycle Courses 14 © ITSM Academy
  • 15. ITIL® V3 Certification Scheme 15 © ITSM Academy
  • 16. ITSM Academy, Inc. 16 © ITSM Academy