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DIGITAL
TRANSFORMATION
David Maskell, Director Service Delivery,
Group IS, Computacenter (UK) Ltd
Whilst the wheels are still turning, a real-life
example of change
WHO AM I?
2
• David John Maskell
• 46 years young
• 30 Years in blue chip IT organisations this year (ITIL
advocate since 1995)
• 9 years in Computacenter
• Service Director
• Head of Operational Command Centre
• Director of Global Service delivery GIS,
• Passionate about customer service/satisfaction/quality
and development of my staff
© Computacenter 2018
WHERE WE WERE
• SLA - Green
• KPI - Green
• Availability - Green
• Service Desk - Green
• My objectives - Green
• Bonus - Green
• Or is it …….???
3 © Computacenter 2018
CATALYST FOR CHANGE - WHY
4
• Staff engagement survey feedback –
Internal IT (Collaboration)
• Complex tools
• Not Group aligned
• Static not mobile
• Outdated approach to collaboration
• Lack of agile development to enable
business growth
• Everything felt too hard and too
cumbersome !!!
© Computacenter 2018
© Computacenter 20185
THE VISION - POST SURVEY
© Computacenter 20186
Conception
• September 2016
• Paper created and agreed
Business Agreement
• November 2016
• Legality globally agreed and
project initiated
Design
• February 2017
• Technical design agreed and
negotiations started with
technical partners
Plan
• March 2017
• Full agree project plan both
technical and adoption / user
centric approach
Release 1 Ineed 2
Request Management
• May 2017
• Global request management
• Multilingual 3 systems into 1
Lets Communicate
• June 2017
• Yammer, SharePoint globally
Lets Meet Virtually
• July 2017
• Jabber, WebEx, Mobility, One
drive globally
Follow You Print
• October 2017
• Managed print globally,
Digital Identify
• May 2018
• Single sign on , Sap alignment
The Journey
• Ongoing
• Windows 10 , Local Admin
rights management, Automation
of request management
User Centric approach – Communications, Literature, Knowledge, Self Service, standard operating
HOW? THE JOURNEY
• Communicate, communicate, communicate
• Remember your processes and policies
• Not just an IT change, it’s a business people change
• Use multiple communication methods
• Address the “me” issues
• Put yourself in the end user`s position
• No surprises
• Encourage involvement
• Repeat and reinforce objectives and strategy; build
buy-in
© Computacenter 20187
HOW TO SUPPORT THE CHANGE JOURNEY
UNDERSTANDING
ENERGY
HIGH
LOW
HIGHLOW
MALICIOUS
OBEDIENCE
ACTIVE SUPPORTER
DINOSAUR
DANGEROUS ENTHUSIAST
Shock
Anger/Denial
Resistance
Acceptance
Help
SHOCK
ANGER/DENIAL
RESISTANCE
ACCEPTANCE
HELP
Human Change Behaviour
© Computacenter 20188
ADOPTION FRAMEWORK
CHANGING USERS’ BEHAVIOUR
How do I agree the best
approach for implementation?
• Qualification & foundation
• Define plan & resource
• Baseline user community
• Consult with stakeholders
• Analysis of data
and alignment of plan
DISCOVERY
Do I know what it is, what it
means, and why are we doing it?
• Shaping the message
for each user community
• Coaching the business
champions
• Being visible and
representing the user
• Refreshing what we know
of the solution
• Define reporting
AWARENESS
What’s in it for me and
my organisation?
• How will you benefit from the
changes?
• Incentives
• Design adoption recovery plan
• Baseline reporting
requirements
• Provide feedback
ENGAGE &
LAUNCH
What does it feel like?
I like this…
• Behaviour change, becoming
a norm
• Analytics and trending
• Benefits realisation
• Capture the experience
ADOPTION &
ADVOCACY
Achieved
outcomes:
21% to 70% online interaction
© Computacenter 20189
DIGITAL ME @ CC – INTRODUCTION CAMPAIGN
Poster campaign, focused on the end-user experience not the
technical
Intranet with more information inc QRGs linked to Knowledge
management
© Computacenter 201810
WHEELS TURNING…..SUPPORTING THE JOURNEY
• Exec buy in – Top down
• Consistency
• Sell the benefits
• Early life support / Hypercare
• Communication
• Soft cutover - Parallel running – Hard stop
• Utilise the tools to drive the change
• Power users / Key business enablers
• 360 degree feedback
• You said we did – Flexible approach
• Fast for change or slow but steady
• Things go wrong – Manage them at source, be prepared
• Communications – too many, too little, not enough
• Can`t please everyone
• Address the dinosaurs
• Ensure you fully understand the global culture
• What tool is for what…..?
© Computacenter 201811
POTHOLES
© Computacenter 201812
DIGITALISATION IS A JOURNEY NOT A DESTINATION

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David J Maskell: Digital Transformation Whilst the Wheels Are Still Turning, a Real-Life Example of Change

  • 1. DIGITAL TRANSFORMATION David Maskell, Director Service Delivery, Group IS, Computacenter (UK) Ltd Whilst the wheels are still turning, a real-life example of change
  • 2. WHO AM I? 2 • David John Maskell • 46 years young • 30 Years in blue chip IT organisations this year (ITIL advocate since 1995) • 9 years in Computacenter • Service Director • Head of Operational Command Centre • Director of Global Service delivery GIS, • Passionate about customer service/satisfaction/quality and development of my staff © Computacenter 2018
  • 3. WHERE WE WERE • SLA - Green • KPI - Green • Availability - Green • Service Desk - Green • My objectives - Green • Bonus - Green • Or is it …….??? 3 © Computacenter 2018
  • 4. CATALYST FOR CHANGE - WHY 4 • Staff engagement survey feedback – Internal IT (Collaboration) • Complex tools • Not Group aligned • Static not mobile • Outdated approach to collaboration • Lack of agile development to enable business growth • Everything felt too hard and too cumbersome !!! © Computacenter 2018
  • 5. © Computacenter 20185 THE VISION - POST SURVEY
  • 6. © Computacenter 20186 Conception • September 2016 • Paper created and agreed Business Agreement • November 2016 • Legality globally agreed and project initiated Design • February 2017 • Technical design agreed and negotiations started with technical partners Plan • March 2017 • Full agree project plan both technical and adoption / user centric approach Release 1 Ineed 2 Request Management • May 2017 • Global request management • Multilingual 3 systems into 1 Lets Communicate • June 2017 • Yammer, SharePoint globally Lets Meet Virtually • July 2017 • Jabber, WebEx, Mobility, One drive globally Follow You Print • October 2017 • Managed print globally, Digital Identify • May 2018 • Single sign on , Sap alignment The Journey • Ongoing • Windows 10 , Local Admin rights management, Automation of request management User Centric approach – Communications, Literature, Knowledge, Self Service, standard operating HOW? THE JOURNEY
  • 7. • Communicate, communicate, communicate • Remember your processes and policies • Not just an IT change, it’s a business people change • Use multiple communication methods • Address the “me” issues • Put yourself in the end user`s position • No surprises • Encourage involvement • Repeat and reinforce objectives and strategy; build buy-in © Computacenter 20187 HOW TO SUPPORT THE CHANGE JOURNEY UNDERSTANDING ENERGY HIGH LOW HIGHLOW MALICIOUS OBEDIENCE ACTIVE SUPPORTER DINOSAUR DANGEROUS ENTHUSIAST Shock Anger/Denial Resistance Acceptance Help SHOCK ANGER/DENIAL RESISTANCE ACCEPTANCE HELP Human Change Behaviour
  • 8. © Computacenter 20188 ADOPTION FRAMEWORK CHANGING USERS’ BEHAVIOUR How do I agree the best approach for implementation? • Qualification & foundation • Define plan & resource • Baseline user community • Consult with stakeholders • Analysis of data and alignment of plan DISCOVERY Do I know what it is, what it means, and why are we doing it? • Shaping the message for each user community • Coaching the business champions • Being visible and representing the user • Refreshing what we know of the solution • Define reporting AWARENESS What’s in it for me and my organisation? • How will you benefit from the changes? • Incentives • Design adoption recovery plan • Baseline reporting requirements • Provide feedback ENGAGE & LAUNCH What does it feel like? I like this… • Behaviour change, becoming a norm • Analytics and trending • Benefits realisation • Capture the experience ADOPTION & ADVOCACY Achieved outcomes: 21% to 70% online interaction
  • 9. © Computacenter 20189 DIGITAL ME @ CC – INTRODUCTION CAMPAIGN Poster campaign, focused on the end-user experience not the technical Intranet with more information inc QRGs linked to Knowledge management
  • 10. © Computacenter 201810 WHEELS TURNING…..SUPPORTING THE JOURNEY • Exec buy in – Top down • Consistency • Sell the benefits • Early life support / Hypercare • Communication • Soft cutover - Parallel running – Hard stop • Utilise the tools to drive the change • Power users / Key business enablers • 360 degree feedback • You said we did – Flexible approach
  • 11. • Fast for change or slow but steady • Things go wrong – Manage them at source, be prepared • Communications – too many, too little, not enough • Can`t please everyone • Address the dinosaurs • Ensure you fully understand the global culture • What tool is for what…..? © Computacenter 201811 POTHOLES
  • 12. © Computacenter 201812 DIGITALISATION IS A JOURNEY NOT A DESTINATION

Editor's Notes

  1. Computacenter to insert Speaker Notes.
  2. Computacenter to insert Speaker Notes.