A presentation by David Mainville, CEO and Co-founder of Navvia. To Learn more visit http://navvia.com. Navvia - Service Management Made Easy

4. ITSM and Organizational Change

6. Create a Climate for Change
• Create a sense of urgency
• Create a coalition
• Develop a vision and strategy

7. It starts with inspiration
http://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action.html
“Start With Why – How Great Leaders Inspire
Everyone to Take Action” – Simon Sinek

8. Focus on outcomes
In terms that people can relate to

9. ITSM leaders are…
Authentic InspirationalHonest
Listeners Communicators

11. Engaging & Enabling
• Communicate the vision
• Empower action
• Get quick wins

12. Understand where you’re at

13. • ITSM success is critical to
sustainability
• Remember who your customer is –
get their consensus and buy-in
• Avoid “big bang” or “out of the box”
installs
• Build metrics and reporting into the
program
Build a realistic plan

14. Embark on the right path
Big Bang
Out of Box
Lift & Shift
Requirements
Based

16. Engaging & Enabling
• Communicate the vision
• Empower action
• Get quick wins

17. Be inclusive and collaborative

18. “ It’s seldom the tool that’s the problem…
but a bad implementation will alienate
your stakeholders ”
There is more to ITSM than a tool

19. Communicate and Engage
Steering
committee
Stakeholders
Subject
Matter
Experts
Core Team
Accountability Engagement

21. Implement & Sustain
• Leverage wins to drive change
• Embed into culture

22. ITSM governance & service delivery
Actual Service Levels
Desired Service Levels
— Ungoverned processes “wear down” over time
— The result is service variability versus consistency
— More effort to manage / less customer satisfaction

23. The ITSM program office
ITSM PMO
SME
Communications
Metrics
Design CSI / SIP
Reports

24. You need to hold people accountable
VS
New research says it needs to be a combination of both
"Carrot and Stick" Motivation Revisited by New Research
Nov 22, 2013 by Ray Williams in Wired for Success