7 steps to a successful itsm tool implementation - Arizona Summit 2014

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7 steps to a successful itsm tool implementation - Arizona Summit 2014

  1. 1. 7"Steps"to"a"Successful"ITSM" Tool"Implementa3on" April"17,"2014" Arizona(ITSM(Summit"
  2. 2. Welcome"to"the"Presenta3on!" " •  CEO"&"CoDfounder"of"Navvia" •  30"plus"years"of"Service"Management" Experience" •  TwiMer:"@mainville" •  dmainville@navvia.com" " David Mainville April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 2"
  3. 3. “It’s&seldom&the&tool& that’s&the&problem”& April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 3"
  4. 4. Why&do&you&think&ITSM&tool&projects&fail?& April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 4"
  5. 5. The"vendor"says"no"need"for"process,"it’s"“out"of"the" box”…." …Consensus"takes"too"long"&"it"is"hard"work" We’ll"just"do"a"“liY"and"shiY”"from"our"old"tool"" ...The"last"project"that"focused"on"process"failed"""""""" Our"management"says"“6"months?"Just"slam"it"in”…" …It’s"SaaS,"just"turn"it"on" April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 5"
  6. 6. 7"Steps"to"a"successful"ITSM"tool"implementa3on" Iden3fy"the"GAPS"–"the"goal"is"to"improve"things" Don’t"start"from"Scratch"–"great"templates"exist" Don’t"try"this"on"your"own"–"isola3on"kills"adop3on" Don’t"be"a"technophobe"–"capture"requirements" Don’t"forget"to"validate"–"helps"with"the"buy"in" Remember"to"educate"–"cri3cal"for"adop3on" Govern"the"process"–"leY"in"isola3on"the"process"will"die" April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 6"
  7. 7. Iden3fy"the"gaps" •  Why"are"you"implemen3ng" a"new"tool?" •  What"are"the"pain"points" with"the"current"system?" •  What"are"the"capability" gaps"you"are"trying"to" close?" •  Do"you"understand"the" users"point"of"view?" April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 7"
  8. 8. Iden3fy"the"gaps" Tool" Strategy" &"Plan" Ques3onnaires" Interviews" Workshops" Observa3ons" April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 8"
  9. 9. Build"a"roadmap" Current" State" Future" State" Quick"Wins" Process" Enhancement" Technology" Deployment" Organiza3onal" Change" April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 9"
  10. 10. Don’t"start"from"scratch" •  What"are"you"doing"today" from"a"process"perspec3ve?" •  Are"there"templates"or" standards"you"can"leverage?" •  What"is"being"employed"in" other"areas"of"your" organiza3on?" •  Can"you"leverage"other" programs"(ISO,"Six"Sigma…)" April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 10"
  11. 11. Best"prac3ces,"by"their"very"nature,"are"absent"of"your"company's" organiza3on,"business,"cultural"and"technology"requirements" To"realize"the"full"benefits,"organiza3ons"must"reDintroduce"their"own"reality" April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 11"
  12. 12. Remember"This?" April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 12"
  13. 13. Keep"the"diagrams"simple!" Remember"your"audience…less"is"more!" April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 13"
  14. 14. Anatomy"of"a"Process" Inputs" The"objects"or"data" required"to"complete"the" ac3vi3es" Ac3vi3es" The"specific"steps" required"to"convert"inputs" to"outputs" Outputs" The"desired"work" products"or"data.""May"be" input"to"another"process." Controls" The"policies"and"guiding"principles"defining"how"the"process"will"operate" Measurements" The"ac3vi3es"and"metrics"to"ensure"the"process"meets"requirements" April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 14"
  15. 15. Anatomy"of"a"Process" •  Overview" –  Descrip3on,"goal,"objec3ves," roles,"related"documents"and" glossary"of"terms" •  Workflow" –  Ac3vi3es"and"tasks" –  Task"details" •  Inputs,"outputs,"roles"&"du3es," tool"&"data"specs"and" procedures" •  Controls" –  Control"objec3ves,"metrics," policies"and"governance"tasks" •  Specifica3ons" –  States"&"triggers,"tool"&"data" specifica3ons"and"no3fica3ons" April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 15"
  16. 16. Process"Design"Ar3facts" April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 16"
  17. 17. Don’t"try"this"on"your"own" •  Processes"built"in"a"vacuum,"in" isola3on,"will"not"get"adop3on" •  People"need"to"understand" “why”" •  Do"you"understand"your" stakeholders"requirements?" •  Are"you"actually"making"things" beMer"for"people?" •  Balance"consensus"with" genng"things"done" April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 17"
  18. 18. What’s in it for me?" “Why"should"I"embrace"your"vision"or" change,"what’s"in"it"for"me”?" April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 18"
  19. 19. Everyone"has"their"own"perspec3ve…" Shouldn’t"IT"just"work?"" I’ve"got"a"business"to"run" and"services"to"deliver" How"do"I"demonstrate" that"IT"is"aligned"to"the" business?" I&O"is"consuming"60%"of" my"budget,"I"can’t"fund" new"projects" Those"users"just"don’t" understand!" The(CEO( The(CIO( The(IT(Manager( The(Technical(Staff( April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 19"
  20. 20. Who"Needs"to"be"Involved?" Core" Team" S.M.E.’s" Stakeholders" Steering"CommiMee" April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 20"
  21. 21. Don’t"be"a"technophobe" •  Out"of"the"box"seldom"works" •  Map"business"outcomes"to"tool" and"data"requirements" •  Iden3fy"the"mandatory"fields," define"pick"lists,"figure"out"the" triggers" •  Make"sure"you"are"capturing" the"right"data"to"produce" metrics" April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 21"
  22. 22. Business"Outcomes"must"drive"IT" Business" Outcomes" Requirements" Processes" Tools"and" Technology" Start"Here" Not"Here" April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 22"
  23. 23. Mapping"Process"to"the"Tool" April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 23"
  24. 24. Detailed"requirements" April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 24"
  25. 25. Process Design Timeline Simultaneous Process and Technology Design Process Path Technology Path Process & Technology - You can’t do one without the other! April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 25"
  26. 26. Don’t"forget"to"validate" •  Itera3ve"process"design" •  Use"of"“show"&"tell”" sessions" •  Watch"out"for"scope"creep" •  Validate"oYen"and"get"sign" off"against"requirements" •  Be"wary"of"“I"didn’t"agree"to" that…”" April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 26"
  27. 27. Remember"to"educate" •  Training"fosters"adop3on"of" the"processes" •  Build"an"educa3on"curriculum" and"plan"that"addresses"all" your"stakeholders" •  Consider"various"training" formats"from"CBT"to"instructor" led" •  "Consider"using"people" involved"in"the"process"to"do" the"training" April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 27"
  28. 28. Educa3on" " Curriculum" Development" " Content"Development" Delivery" Vehicles" Tes3ng"and" Cer3fica3on" Educa3on" Plan" April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 28"
  29. 29. Govern"the"process" •  Define"the"controls,"policies"&" standards"then"make"people" accountable" •  Define"your"governance" organiza3on"and"structure" •  Define"the"controls"&"frameworks" you"are"required"to"report"against" •  Governance"is"key"to"CSI" •  Governance"of"cloud"applica3ons" means"extending"your"controls"to" your"vendor" –  Remember,"you"are"s3ll" accountable" April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 29"
  30. 30. ITSM"Governance"&"Service"Delivery" Actual"Service"Levels" Desired"Service"Levels" !  Ungoverned"processes"“wear"down”"over"3me""" !  The"result"is"service"variability"versus"consistency" !  More"effort"to"manage"/"less"customer"sa3sfac3on" April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 30"
  31. 31. Don’t"be"one"of"the"sta3s3cs!" " !  Understand"what’s"broke"&"build"a"plan" !  Collaborate"with"your"stakeholders" !  Save"3me,"don’t"start"from"scratch" !  Define"and"capture"your"requirements"" !  Validate,"Keep"asking"if"your"on"track" !  Educate"to"drive"adop3on" !  Govern"to"ensure"accountability" April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 31"
  32. 32. We are a Software and Service company dedicated to helping organizations Navigate IT and Business Process Complexity Via our tools and services Over 14 years of ITSM success! April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 32"
  33. 33. The Navvia Process Management Platform March"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 33" Free"trial" www.navvia.com/testDdrive""
  34. 34. Thank You!! David"Mainville"" dmainville@navvia.com"" TwiMer:"@mainville" April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 34"
  35. 35. Appendix"" April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 35"
  36. 36. Process(Design( Project( 1.0( Ini@a@on( 2.0( Discovery( 3.0(( Process( Design( 4.0( Technical( Design( 5.0(( Build( 6.0( (Test( 7.0(( Rollout( Work"Breakdown" April2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 36"
  37. 37. Approach"&"Deliverables" Ac@vity( Approach( Deliverables( Ini@a@on( Various"mee3ngs"and"planning"sessions."" Kickoff"mee3ng"with"senior"management"in" aMendance"held"live,"broadcast"via"WebEx" and"recorded" •  Approved"Statement"of"Work"/"Project"Charter" •  Resources"iden3fied"and"scheduled" •  Project"kickoff"presenta3on"created"&"delivered"to" all"stakeholders" •  Project"repor3ng"and"signoff"criteria"documented" •  Status"mee3ngs"and"post"project"review"scheduled" Discovery( Combina3on"of"online"ques3onnaires," interviews,"workshops,"along"with"a"thorough" review"of"background"materials"including" current"systems,"documenta3on"and"other" exis3ng"process" •  A"stakeholder"analysis" •  An"inventory"of"current"prac3ces,"documenta3on" and"suppor3ng"tools" •  An"evalua3on"of"current"process"with"specific" recommenda3ons"for"improvement"(people," process"and"technology)" •  Quick"wins" Process(Design( A"combina3on"of"process"design"workshops" (up"to"10)"and"valida3on"workshops"(2)"to" design"a"process"that"meets"the"needs"of" your"organiza3on." Process"documenta3on"that"includes:" •  Descrip3on,"goals"and"objec3ves" •  Inputs,"outputs,"controls,"policies"and"metrics" •  Ac3vi3es"and"tasks" •  Detailed"process"flows,"RACI"diagrams"and"other" ar3facts"to"effec3vely"communicate"the"process" April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 37"
  38. 38. Approach"&"Deliverables" Ac@vity( Approach( Deliverables( Technical(Design( A"combina3on"of"technical"design"workshops" (up"to"16)"and"valida3on"workshops"(4)"to" design"and"develop"a"set"of"technical" specifica3ons"in"support"of"tool" implementa3on"and"process"automa3on." Technical"design"document"that"includes:" •  Tool"and"data"specifica3ons"down"to"field"types" •  States,"state"transi3ons,"triggers"and"state"diagram" •  No3fica3ons,"message"content"and"no3fica3on"rules" •  Screen"design"and"layout"recommenda3ons" •  Integra3ons"iden3fied" Build( Design"review"sessions"(4).""We"will"also" conduct"separate"workshops"(4)"to"develop" the"use"cases"needed"for"tes3ng.""We"also" capture"‘screen"shots”"of"the"customized" applica3on"in"order"to"develop"roleDbased" user"training."" •  Schedule"/"facilitate"the"design"review"sessions" •  Documented"feedback"to"the"developers" •  Oversight"that"the"tool"implementa3on"is"onDtrack" and"is"in"adherence"to"the"documented"design" •  Documented"use"cases"and"tes3ng"scripts" Test( Assemble"tes3ng"team"and"assign"test"cases."" Review"test"results"and"provide"feedback"to" design"team.""Con3nue"with"the"development" of"training"materials" •  Oversight"and"guidance"throughout"the"tes3ng" •  RoleDbased"user"training"including"PowerPoint"slides" &"student"guide" •  Documented"training"plan"and"schedule" Rollout( Conduct"trainDtheDtrainer"sessions,"schedule" and"conduct"training.""Collect"user"feedback" and"modify"training"accordingly.""Record" training"for"offline"delivery." •  Schedule"training"sessions" •  Training"delivery" •  Recorded"training"content" •  Training"feedback"and"CSI" " April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 38"
  39. 39. Approach"&"Deliverables" Ac@vity( Approach( Deliverables( Technical(Design( A"combina3on"of"technical"design"workshops" (up"to"16)"and"valida3on"workshops"(4)"to" design"and"develop"a"set"of"technical" specifica3ons"in"support"of"tool" implementa3on"and"process"automa3on." Technical"design"document"that"includes:" •  Tool"and"data"specifica3ons"down"to"field"types" •  States,"state"transi3ons,"triggers"and"state"diagram" •  No3fica3ons,"message"content"and"no3fica3on"rules" •  Screen"design"and"layout"recommenda3ons" •  Integra3ons"iden3fied" Build( Design"review"sessions"(4).""We"will"also" conduct"separate"workshops"(4)"to"develop" the"use"cases"needed"for"tes3ng.""We"also" capture"‘screen"shots”"of"the"customized" applica3on"in"order"to"develop"roleDbased" user"training."" •  Schedule"/"facilitate"the"design"review"sessions" •  Documented"feedback"to"the"developers" •  Oversight"that"the"tool"implementa3on"is"onDtrack" and"is"in"adherence"to"the"documented"design" •  Documented"use"cases"and"tes3ng"scripts" Test( Assemble"tes3ng"team"and"assign"test"cases."" Review"test"results"and"provide"feedback"to" design"team.""Con3nue"with"the"development" of"training"materials" •  Oversight"and"guidance"throughout"the"tes3ng" •  RoleDbased"user"training"including"PowerPoint"slides" &"student"guide" •  Documented"training"plan"and"schedule" Rollout( Conduct"trainDtheDtrainer"sessions,"schedule" and"conduct"training.""Collect"user"feedback" and"modify"training"accordingly.""Record" training"for"offline"delivery." •  Schedule"training"sessions" •  Training"delivery" •  Recorded"training"content" •  Training"feedback"and"CSI" " April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 39"
  40. 40. Project"Plan" Approximately"18"weeks"from"ini3a3on"to"an"implemented"process" April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 40"

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