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© Copyright 2/17/2015 BMC Software, Inc1
Don’t be shy!
Promote Solution Success
Best Practices to
showcase your efforts an...
© Copyright 2/17/2015 BMC Software, Inc2
Andy Miller
CISA, CISM, CISSP, CGEIT
ITIL V3 Expert
Sr. Solution Architect
Have y...
© Copyright 2/17/2015 BMC Software, Inc3
The Golden Circle
From: Simon Sinek – Start With Why
We naturally communicate fro...
© Copyright 2/17/2015 BMC Software, Inc4
Operational Change Management Framework
Stages and Steps
Stage 1
Identify the
bus...
© Copyright 2/17/2015 BMC Software, Inc5
Strapline
Objectives
Strategy
Mapping Strategy to Capabilities
Define & Govern
Ag...
© Copyright 2/17/2015 BMC Software, Inc6
Marketing & Communications Plan Framework
CommunicationsFramework
• Define the Ma...
© Copyright 2/17/2015 BMC Software, Inc7
Communications Plan
Project Objectives
• Why are we changing?
• What will happen ...
© Copyright 2/17/2015 BMC Software, Inc8
Communications Management
Things to avoid
• Messages without a directed purpose
•...
© Copyright 2/17/2015 BMC Software, Inc9
Communications Management
Planning
Communication Channels & Media :
Target delive...
© Copyright 2/17/2015 BMC Software, Inc10
Communications Management
Planning
Audiences:
Target by interest and delivery pr...
© Copyright 2/17/2015 BMC Software, Inc11
Communications Management
Planning
Project Branding:
Must be recognizable and co...
© Copyright 2/17/2015 BMC Software, Inc12
1 JOB AID
Position-specific Job Aids
© Copyright 2/17/2015 BMC Software, Inc13
Awareness Posters
© Copyright 2/17/2015 BMC Software, Inc14
Additional Awareness & Alignment
Quick Start
Contents
1 BRANDED E-MAIL SIGNATURE...
© Copyright 2/17/2015 BMC Software, Inc15
ITSM Rollout
• ‘Elevator Speech’ Card
152/17/2015
The Scoop:
To improve IT Servi...
© Copyright 2/17/2015 BMC Software, Inc16
Awareness Campaign Implementation Calendar
Stage 4
Communicate
and execute the
c...
© Copyright 2/17/2015 BMC Software, Inc17
Communications Management
Publicizing Achievement
Group Objectives & Responses:
...
© Copyright 2/17/2015 BMC Software, Inc18
Communications Management
Publicize Achievement
Communications Message:
Structur...
© Copyright 2/17/2015 BMC Software, Inc19
Example Communication Dashboard
Value Metrics & Savings
Stage 5
Manage , reward,...
© Copyright 2/17/2015 BMC Software, Inc20
Example Communication Dashboard
Realized, In-Progress, Potential
Team Name
Reali...
© Copyright 2/17/2015 BMC Software, Inc21
Lessons Learned …
1. Assess your results and value
2. Behaviors start at the top...
© Copyright 2/17/2015 BMC Software, Inc22
Thank You.
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Have your own Ticker Tape Parade—Promote Solution Success

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You and the team have spent months pushing a solution from start to finish. Wouldn’t it be nice to be able to share the impact of your efforts with everyone affected? How do you identify the benefit that your project will return to the business? Don’t be shy! There are easy, effective ways to showcase success and help promote value. How often to you feel that IT is under appreciated? We want to show you how to share the value that is almost always there with the team, business owners, and management.

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Have your own Ticker Tape Parade—Promote Solution Success

  1. 1. © Copyright 2/17/2015 BMC Software, Inc1 Don’t be shy! Promote Solution Success Best Practices to showcase your efforts and promote the business value of your IT projects.
  2. 2. © Copyright 2/17/2015 BMC Software, Inc2 Andy Miller CISA, CISM, CISSP, CGEIT ITIL V3 Expert Sr. Solution Architect Have your own Ticker Tape Parade – Promote Solution Success
  3. 3. © Copyright 2/17/2015 BMC Software, Inc3 The Golden Circle From: Simon Sinek – Start With Why We naturally communicate from the outside-in. The problem is that WHAT and HOW do not inspire action. Starting with Why is what leaders do.
  4. 4. © Copyright 2/17/2015 BMC Software, Inc4 Operational Change Management Framework Stages and Steps Stage 1 Identify the business outcomes your organization must support Stage 3 Define your target state & establish a driving team Stage 2 Impact and Risk Analysis Stage 4 Communicate and execute the change Stage 5 Manage , reward, and publicize, achievement 1. Clarify the need for change 2. Align specific business and IT goals 3. Assess current state capabilities and gaps 4. Identify objective criteria for measurement of progress & success 1. Establish a central Service Management Office 2. Align the SMO with Operational Governance 3. Adopt a Program framework to manage the overall change and adoption 4. Map IT process roles & responsibilities, to your operation 5. Establish your Training Map Required for BSM Enablement 1. Assess in-flight projects, timescales, and impacts 2. Roadmap and phase the changes into discrete tracks 3. Assess business processes and define dependencies 4. Identify key skill Gaps 5. Obtain buy-in from salient stakeholders 6. Create and validate your transition plan with stakeholders 1. Communicate the vision, outcomes and set clear time expectations 2. Build a network of change champions to gain momentum 3. Educate and enable your management and staff 4. Stand-up new roles & functions as part of an extended program team 5. Execute program operations 1. Manage continued stakeholder support 2. Monitor solution deployment and capability usage 3. Coach and mentor staff 4. Publicize business outcomes and reward performance 5. Revisit your model & goals
  5. 5. © Copyright 2/17/2015 BMC Software, Inc5 Strapline Objectives Strategy Mapping Strategy to Capabilities Define & Govern Agile Architecture Deliver Easy to Use Solutions Provide Reliable & Efficient IT Assets Accelerate Business Insights Connect People, Partners & Business Automate, Integrate & Optimize Business Operations How IT enables Strategy The Role That Information and Information Technology Will Play in Creating Superior Value for the Business Solution Capabilities Vision Service Delivery and Value Through Information Technology Value Path IT Supplier and Asset Lifecycle Management Service Provisioning and Configuration Governance and Controls Management • Manage and Optimize IT Assets • Request and Deploy IT Assets • Standardize and Maintain IT Asset Configuration •Application Diagnostics and Analytics •Application Release Management •Configuration and Control •Self Service Automation • Audit and Report Compliance • Define and Document Controls • Test and Remediate Gaps Solutions to meet Operational Objectives BSM Capabilities to achieve value Stage 3 Define your target state & establish a driving team Stage 1 Clarify need for change and align business/IT goals
  6. 6. © Copyright 2/17/2015 BMC Software, Inc6 Marketing & Communications Plan Framework CommunicationsFramework • Define the Marketing face of the program • Define types & methods of communications • Define the Communications Activities • Principles • Frequencies • Responsibilities • Measurements • Communication Plan Stage 3 Establish Marketing and Communication Framework Objective: A framework that can be applied at each stage of Project
  7. 7. © Copyright 2/17/2015 BMC Software, Inc7 Communications Plan Project Objectives • Why are we changing? • What will happen if we don’t? • What proof do we have? Key Elements of Need • How will the change affect customers? • What will be different in the future? • What will be possible then that is not possible now? Key Elements of Vision Defines the ‘Need’ and ‘Vision’ that will be used consistently by the whole team to clearly articulate the compelling business need for change. Stage 4 Communicate and execute the change
  8. 8. © Copyright 2/17/2015 BMC Software, Inc8 Communications Management Things to avoid • Messages without a directed purpose • Messages that are unclear, incomplete, difficult to understand • Messages sent over an inappropriate medium • Messages sent too early / too late / too frequently • Messages with no provision for feedback • Messages delivered that lack the human element 1. Messages are received but ignored 2. Messages are misunderstood Top Pitfalls Underlying Reasons ~ 50% ~ 30% Stage 4 Communicate and execute the change
  9. 9. © Copyright 2/17/2015 BMC Software, Inc9 Communications Management Planning Communication Channels & Media : Target delivery based on the audience and the message type People remember: 10 percent of what they read 20 percent of what they hear 30 percent of what they see 50 percent of what they see and hear 80 percent of what they say 90 percent of what they say and do Stage 4 Communicate and execute the change
  10. 10. © Copyright 2/17/2015 BMC Software, Inc10 Communications Management Planning Audiences: Target by interest and delivery preference • Type of message • Content of message • Frequency of communication • Delivery mechanism Stage 4 Communicate and execute the change
  11. 11. © Copyright 2/17/2015 BMC Software, Inc11 Communications Management Planning Project Branding: Must be recognizable and contain distinct messages • Recipient immediately knows it is from project team • Consistent message theme • Strap line for subliminal messaging Examples: • “Just Do It” • “Don’t leave home without it” • “Driving IT Forward” Stage 4 Communicate and execute the change
  12. 12. © Copyright 2/17/2015 BMC Software, Inc12 1 JOB AID Position-specific Job Aids
  13. 13. © Copyright 2/17/2015 BMC Software, Inc13 Awareness Posters
  14. 14. © Copyright 2/17/2015 BMC Software, Inc14 Additional Awareness & Alignment Quick Start Contents 1 BRANDED E-MAIL SIGNATURE FILE 11 E-MAIL MESSAGES 3 AWARENESS PRESENTATIONS
  15. 15. © Copyright 2/17/2015 BMC Software, Inc15 ITSM Rollout • ‘Elevator Speech’ Card 152/17/2015 The Scoop: To improve IT Service performance, we are Implementing BMC Remedy ITSM. Go Live is What is ITSM? BMC Remedy IT Service Management (ITSM) is the leading solution for improving IT service performance and ensuring IT is aligned with business needs. It’s an integrated software solution that allows us to manage Incidents, Problems, Change Requests and Assets in a unified way. Go Live Date Enter Date Who is Affected? IT Administrators who will administer the ITSM Applications IT Managers and Staff who work with Incidents, Problems, Change Requests and Asset Records End Users who submit service requests What Are the Key Benefits? A single interface for completing our most important Service Support activities We can quickly create, update, and relate Incidents, Change Requests, and Asset Records Real-time metrics on our Service Support health and back log What Will be Different? Insert information about the way that end users previously reported incidents vs. the way they will do it now, either through SRM or the Requestor Console. Include any other key changes in your environment.
  16. 16. © Copyright 2/17/2015 BMC Software, Inc16 Awareness Campaign Implementation Calendar Stage 4 Communicate and execute the change
  17. 17. © Copyright 2/17/2015 BMC Software, Inc17 Communications Management Publicizing Achievement Group Objectives & Responses: Define what we want to say to each group • Consent • Support • Action Post Go-Live will drive different responses: • Active support / driving us • Passively Supportive • Blocking / Denial Tailor communication plans based upon outcome and stakeholder relevance. Stage 5 Manage , reward, and publicize, achievement
  18. 18. © Copyright 2/17/2015 BMC Software, Inc18 Communications Management Publicize Achievement Communications Message: Structure the message on the delivered results: • Incentive • Positive impact • Expectations for the recipient • Concise content • Continues the story • Set up for next communication Stage 5 Manage , reward, and publicize, achievement
  19. 19. © Copyright 2/17/2015 BMC Software, Inc19 Example Communication Dashboard Value Metrics & Savings Stage 5 Manage , reward, and publicize, achievement
  20. 20. © Copyright 2/17/2015 BMC Software, Inc20 Example Communication Dashboard Realized, In-Progress, Potential Team Name Realised £/yr (k) In Progress £/yr (k) Potential £/yr (k) Total £/yr (k) UI 163,200 1,527,000 2,452,480 4,142,680 Middleware 14,500 381,600 521,000 917,100 ETSM 3,000 235,000 112,000 350,000 Data Platforms 28,800 122,200 658,632 809,632 ARM (TES) 646,704 1,508,976 0 2,155,680 0 500,000 1,000,000 1,500,000 2,000,000 2,500,000 3,000,000 3,500,000 4,000,000 4,500,000 Potential £/yr (k) In Progress £/yr (k) Realised £/yr (k) Stage 5 Manage , reward, and publicize, achievement
  21. 21. © Copyright 2/17/2015 BMC Software, Inc21 Lessons Learned … 1. Assess your results and value 2. Behaviors start at the top 3. Perfect is the enemy of good 4. Communicate, communicate, communicate 5. Strong leadership involvement makes all the difference
  22. 22. © Copyright 2/17/2015 BMC Software, Inc22 Thank You.

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