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Barclay rae itsm goodness presentation

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Barclay rae itsm goodness presentation

  1. 1. 7 Steps to ITSMGoodness
  2. 2. ITSM Goodness7 steps tosuccess…
  3. 3. Current dilemmas in ITSM• Are we/will we be relevant? (ref cloud, BYOD, mobile, social, gamification) Is ITIL relevant?• What is the future for Service desk? Is it broken and does it need re-defining?• Should SLAs be banned? Whats the point of a service catalogue? What is a service catalogue?
  4. 4. We don’t need…ITIL
  5. 5. We don’t need… ITIL, but we need to be:  Consistent  Reliable  Efficient  Profitable / Productive  Delivering in line with expectations
  6. 6. Moving on…?
  7. 7. What are practitioners saying?We need practical helpWe need to be doing stuff thats relevant forthe businessWhere do we start?How do we react to the new challenges andmessages from the industry?
  8. 8. 7 Steps to ITSMGoodness
  9. 9. 10
  10. 10. 7 steps to Happiness
  11. 11. 7 Steps to ITSM Goodness1. Engage and listen to customers2. Build services based on business outcomes3. Invest in the service desk4. Get problem management working5. Report on useful stuff6. Get the whole IT organisation involved7. Change the pitch – sell the value
  12. 12. 7 Steps to ITSM Goodness1. Engage and listen to customers2. Build services based on business outcomes3. Invest in the service desk4. Get problem management working5. Report on useful stuff6. Get the whole IT organisation involved7. Change the pitch – sell the value
  13. 13. 1 engage + listen to customerso What do we do for them?o Whats important, who, when?o What could we use as a simple measure of (IT) success?o How do they prioritise ? Arrange short 121 meetings on improvement (not about SLAs) Let them use their own words - give them an open page / simple questions Keep the meetings/ interactions short Ask them about specifics - dates, times, key people
  14. 14. 7 Steps to ITSM Goodness1. Engage and listen to customers2. Build services based on business outcomes3. Invest in the service desk4. Get problem management working5. Report on useful stuff6. Get the whole IT organisation involved7. Change the pitch – sell the value
  15. 15. 2 build services based on biz outcomeso Build and visualise a simple (1 page) view of serviceso Organise into a relevant / useful structure / hierarchyo Start to populate the services with informationo Use this as the data store (service database) for other service documentation Consider: brochure, user portal, business output view, tech info, supply chain and process info Simple RAG view Develop reporting bundles, using relative weighting around metrics, including customer satisfaction, NPS, availability, thresholds on events, moments of truth
  16. 16. Service StructureThis will vary, but in essence there are several main types ofcontent, with 2 initial key documents:• Service structure• Service databaseThese first 2 documents provide the basis for a variety ofdocuments, depending on requirements and maturity.
  17. 17. Service Structure
  18. 18. 7 Steps to ITSM Goodness1. Engage and listen to customers2. Build services based on business outcomes3. Invest in the service desk4. Get problem management working5. Report on useful stuff6. Get the whole IT organisation involved7. Change the pitch – sell the value
  19. 19. 3 invest in the service desko If you want brilliant (awesome) service, hire brilliant peopleo Service Desk Manager - pivotal, game-changing roleo 3-way pull - service desk team, customers, the rest of IT Get in control of statistics and motivation Get the department on-side and get authority Make tools and processes work for you Build a SD code of conduct Make it an aspirational place to work Be clear on basic rules and goals - give staff flexibility to excel Know your stats but keep an eye on the bigger picture
  20. 20. Service Desk Code of PractiseWhat’s our business / who are our customers?What are our standards/ethics/codes of behaviour?How do we provide service to our customers?What are our services?How is our success measured?How do we deliver?How do we manage?Details…
  21. 21. A brilliant service desk: Is the focal point for the delivery of IT services - and is supported by other back office and support groups Is regarded and actively supported by management as a valuable asset, not just a cost centre Has high levels of first line and first contact resolution (70%+), low levels of attrition (>5%) and minimal telephony abandon rate (>5%) Has very high levels of customer advocacy and satisfaction ratings Is seen as an aspirational place to work
  22. 22. Service Desk – World Class (sample)Customer Advocacy• Customers are happy to recommend the service received• They are enthusiastic about providing references or testimonialsEfficiency• Efficiency and performance are constantly reviewed with actions• Metrics are publicised and promoted across IT and customers alike• The organisation continually looks at optimising cost with BAUEmotional Intelligence• All are empowered to act beyond their normal remit• Proactive behaviour is encouraged and regularly demonstrated• Issues are seen as opportunities for improvement• Issues are tackled with teamwork, customer focus and professionalism
  23. 23. 7 Steps to ITSM Goodness1. Engage and listen to customers2. Build services based on business outcomes3. Invest in the service desk4. Get problem management working5. Report on useful stuff6. Get the whole IT organisation involved7. Change the pitch – sell the value
  24. 24. 4 get problem management working• Successful problem management will start to turn things around• Think role and person more than process• Top 10 department problems - what are yours?• Visibility helps to find solutions Be clear on objectives and measures early in role Raise problems and get them solved (not necessarily solve them) Keep away from the phones and SD/incident/reactive comfort zone Too often seen as administrative Analysis should lead to focus on how to resolve Needs clout and strong communications/PM skills
  25. 25. Making Problem Management work More about ownership + people than just a process Problem Management – part analyst, investigator, mostly project manager Spyglass and whip Visibility helps – teams/crowds solve more problems What are your top 5 problems? Not necessarily just the (successful) ex Service Desk Manager
  26. 26. 7 Steps to ITSM Goodness1. Engage and listen to customers2. Build services based on business outcomes3. Invest in the service desk4. Get problem management working5. Report on useful stuff6. Get the whole IT organisation involved7. Change the pitch – sell the value
  27. 27. 5 report on useful stuff• Use the service structure and business input to drive reporting• Get a single page RAG view and work backwards• Give teams and individuals the right information for them• Establish a variety of regular reporting views and outputs What goes on in IT- dont give customers stuff just about what you do... Keep checking and reviewing for relevance + currency Regularly refresh - check for relevance and use...
  28. 28. System, not service, reporting
  29. 29. Overall metrics Customer Satisfaction Net Promoter Score Overall IT QOS Sales HR Service Logistics Service Treasury Service Budget Service Desk
  30. 30. 7 Steps to ITSM Goodness1. Engage and listen to customers2. Build services based on business outcomes3. Invest in the service desk4. Get problem management working5. Report on useful stuff6. Get the whole IT organisation involved7. Change the pitch – sell the value
  31. 31. 6 get the IT org. working together• Its not just the service desk• Its not just about process - governance is key• Processes, RACI etc. must be end to end• Ownership ownership ownership• Use reporting to highlight issues across teams• Establish common goals and vision• Velvet fist iron glove - management and common sense
  32. 32. 7 Steps to ITSM Goodness1. Engage and listen to customers2. Build services based on business outcomes3. Invest in the service desk4. Get problem management working5. Report on useful stuff6. Get the whole IT organisation involved7. Change the pitch – sell the value
  33. 33. 7 change the pitch – sell the value• Define success and promote its pursuit• Establish and communicate good stories• Be clear on message and media Use marketing and marcomms techniques Think of the audience you are communicating to Produce glossy and fun versions of the message Check that the message is being heard Communicate success and value Keep on doing this
  34. 34. Overall ITSM Goodness• Go for the tangible – ‘eating the elephant’• Dont try or expect to do ITIL or do it all at once• Measure and monitor - then do something with the data• Culture eats strategy... 7 Steps to ITSM Goodness• Keep doing the things that give value 1. Engage and listen to customers• Use information for decision making and to improve 2. Build services based on business outcomes• Hiring and keeping the right people is key 3. Invest in the service desk• Management skills and training are essential 4. Get problem management working 5. Report on useful stuff 6. Get the whole IT organisation involved 7. Change the pitch – sell the value
  35. 35. PracticalitiesWhat can we achieve in 10 – 20 – 30 days?• Run a workshop• Hold meetings with Customers• Engage with IT• Define the Service structure• Build the Service Database• Produce a service ‘brochure’• Define the service (process) supply chain• Clearly define service owners• Get customer feedback• Build business metrics model• Reduce cost of service request handling• Use simple Customer feedback and NPV
  36. 36. 43
  37. 37. Thank you for listening…www.itsmgoodness.com@barclayrae#ITSMgoodnessbjr@barclayrae.comwww.barclayrae.com 44

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