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itSMF Speaker presentation
by Paul Wilkinson
June 2020

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itSMF Belgium - ABC speaker presentation

  1. 1. • ITSMF Belgium is the country’s leading association for IT Service Management professionals. With members ranging from individual practitioners to large multi- national organisations, we offer a wide range of member groups, events and professional support services to help drive the development of ITSM as a professional discipline. • Globally, the itSMF now boasts over 6000 member companies, blue chip and public sector alike, covering in excess of 40,000 individuals spread over 50+ chapters; • Each chapter is a separate legal entity and is largely autonomous. Each chapter is offering its services (membership, events, publications) to its members; • itSMF Belgium was established in the previous century as the 9th chapter world wide.
  2. 2. What will we do for you
  3. 3. Member Benefits • Free Admission to member-only events • Member-only content on our webpage (soon) • Members receive reductions from our partners • Joining Ehsal EMS classes • Attend to CTG trainings • Book shop from Van Haren • “ABC of ICT” e-book (47 euros) for free • Networking (once we get together again) • We are talking to other chapters to share interesting content from their events
  4. 4. What’s now? Agenda Introduction The book & the author : his take on ABC Your input: The questions answered Break Your mural input: Top3 Cards explained ABC in the field : a use case Future Interactive part : T3C workshops 17.00-18.30
  5. 5. Attitude, Behavior, Culture THE number 1 success or fail factor for success Safety Time Practice Feedback 17.00-18.30
  6. 6. ..finds himself in a TIME LOOP, repeating the same day again and again… 1996 Worst practices presented World-wide RECOGNITION Groundhog day 2008 Exactly the SAME Worst practices presented World-wide RECOGNITION …ABC Mandatory Master requirement!! 2015 Exactly the SAME Worst practices Workshops World-wide RECOGNITION 4000+ Organizations
  7. 7. CURRENT TRAINING ISN’T ADDRESSING ABC ISSUES
  8. 8. …don’tforget! ABC is like an Iceberg…..a lot of it hidden beneath the surface, and capable of inflicting damage! Attitude, Behavior, Culture issues... STILL after 20 Years! ..that iceberg won’t stop US! Full steam ahead!
  9. 9. Ken Wendle Aidan Lawes Arjen Droog Alejandro Debenedet itSMF Intnl itSMF UK (ex) itSMF NL Exin Sharon Taylor “ABC?...Likely more important than any system, tool, framework or method.” “The V3 scheme, will help improve the focus of ABC in curriculum delivery by mandating specific criteria for what is delivered.” Richard Pharro “My personal view is that ABC is essential. Success with ITIL or any other similar framework is all about People.” “...We are working with our examination panel, Examination Institutes, (and through them training companies) OGC and itSMF. Together with these key stakeholders we shall decide collectively how to develop the scheme. This also means ensuring that the ABC issues are addressed. ABC book – cases and practical tips? ABC Book contributors? Service Transition Service Strategy CSI Service Design Service Design Michael Nieves Colin Rudd Ivor Macfarlane David Wheeldon These contributors each wrote a case about a card….. Worst practice & practical advice for solving it! Gary Case
  10. 10. RESULTSBEHAVIOR OK? YES NO Implementing frameworks: Why do we keep getting it wrong? ABC of ICT™Fundamentals is an ABC@Work product © 2009 11 Effect of Current Approaches
  11. 11. RESULTSBEHAVIORRULES OK? YES NO Imposing Explicit Rules Effect of Current Approaches ABC of ICT™Fundamentals is an ABC@Work product © 2009 12
  12. 12. RESULTSBEHAVIORRULESATTITUDE OK? YES NO 13 Effect of Current Approaches The underlying attitude will determine our behavior
  13. 13. RESULTSBEHAVIORRULESATTITUDECULTURE OK? YES NO 14 Effect of Current Approaches The underlying culture will influence our attitude Culture consists of implicit rules that will not disappear if you change the explicit rules
  14. 14. • Understand desired results: Make sure those involved understand how their work relates to vision and value for the business. This needs to answer the questions: • Why should I do this? • What happens if I don’t? • Work on attitude: Confront people with their current attitude and results of their behavior. Ask them their opinion and find solutions together. • Let people develop their own rules: Get people together, work in groups • Give feedback on behavior and results. Give room to make corrections. Praise desired and confront undesired behavior. Evaluate as a group. Note: Focus on changing attitude and behavior, this in time will lead to a change in Culture. Change behavior Change Attitude 15 Supporting Factors:
  15. 15. What is the ABC of ICT card set? A set of playing cards, developed by GamingWorks in association with Van Haren publishing. The cards contain 57 industry recognized ABC (Attitude, Behavior, Culture) worst practice cartoons. User Customer Help desk Technical specialist Consultant Supplier…. This card set has been designed as an awareness and assessment instrument to help teams, departments and organizations to improve. A practical Instrument… There are a number of exercises you can do with them Identify WHO is guilty of which worst practice Discuss the Business impact & risk Agree which ones need Fixing! And who is responsible
  16. 16. ITIL® is a registered trade mark of AXELOS limited “ A means of enabling VALUE co-creation by facilitating OUTCOMES that customers want to achieve, without the customer having to manage specific COSTS and RISKS.” Top scoring cards – STILL IT AND the Business behavior
  17. 17. 29% Top scoring cards – STILL IT AND the Business behavior
  18. 18. Impact? 0% 5% 10% 15% 20% 25% 1 2 3 4 5 6 7 8 What is the impact of all This worst practice? IT: IT Solutions fail to meet business needs or delayed solutions Business: Lost opportunities IT: Higher IT costs Business: Higher business operating costs Business: Decreased staff productivity Business: Increased business outages and risks IT: Threats to business security, availability or continuity IT: Increased IT outages and downtime
  19. 19. ABC SURVEY RESULTS
  20. 20. Top scoring cards – STILL IT AND the Business behavior “Let the users sit down with IT and make a priority mechanism that reflects real business impact” “The board recognized the need for service portfolio and demand management and committed resources to ensuring these processes were made fit-for-purpose. “The importance of structurally allocating time for and prioritizing continual improvement work”
  21. 21. We all know the goals We stick to agreements We give each other feedback We communicate (timely, relevant, accurate, complete) We take responsibility We trust each other  We dare to say ‘no’
  22. 22. Have we finished my Feature yet? …what about my backlog of service improvements …hello!... anybody? ....I think we may miss the comet!? Data is out again! …I am busy building this app feature …is this data problem worth looking at …what has happened to my Customer feedback …Change calendar is full, what are all these changes …IT said it would be released!? …No Idea, …let’s do this one first! …I solved all these incidents within service level
  23. 23. Have we finished my Feature yet? ....I think we may miss the comet!? Data is out again! …I am busy building this app feature …is this data problem worth looking at …what has happened to my Customer feedback …change calendar is full, what are all these changes …IT said it would be released!? …I solved all these incidents within service level …No Idea, …let’s do this one first! …did we achieve the goals? ....? …? …? ....? …? ……..?…….? …? ....? ….we hit our SLA! …what about my backlog of service improvements …hello!... anybody? ….?
  24. 24. Behavior 1st 2 mnths We give and receive feedback in our meetings and daily work I see managers allocating time for continual learning and improving We spend enough time carrying through on process & performance improvement. I am able to prioritize my work based on business impact and goals. Other people always stick to agreements made Other people regularly inform me about status of the agreements we made. 5,2 5,7 5,5 5,3 6,0 5,8
  25. 25. Behavior 1st 2 mnths We give and receive feedback in our meetings and daily work 5,8 I see managers allocating time for continual learning and improving 5,5 We spend enough time carrying through on process & performance improvement. 6,0 I am able to prioritize my work based on business impact and goals. 5,9 Other people always stick to agreements made 5,7 Other people regularly inform me about status of the agreements we made. 5,6 5,2 5,7 5,5 5,3 6,0 5,8 It can get WORSE I don’t have the time…. I’ve got more important things to do….. Rewards!?…..nonsense, they’re adults I already told them what to do!..... See! managers don’t really care That’s not what we agreed! Let’s not bother
  26. 26. Safety : Time : Practice : Feedback Behavior 1st 2 mnths We give and receive feedback in our meetings and daily work I see managers allocating time for continual learning and improving We spend enough time carrying through on process & performance improvement. I am able to prioritize my work based on business impact and goals. Other people always stick to agreements made Other people regularly inform me about status of the agreements we made. 5,2 5,7 5,5 5,3 6,0 5,8 7,2 7,2 7,1 7,5 7,0 7,0
  27. 27. ABC Use Case ABC Assessment Define the relevant stakeholders Individual session in which they can pick their top 3 for ABC Ask 2 questions per card : why and have their been actions to mitigate Bonus : Compare results on stakeholder level Anonymous
  28. 28. T3C workshops Purpose : Understand why our Service Management community still struggles Share experience : what works, what does not Work out actionable output Share experiences in a later session Format : short sessions : max 1 hour discussing a TOP card Period : summer holiday, most likely digitally connected Interested : contact eddy@itsmf.be
  29. 29. Next Events • T3C workshops • ITIL4 : next level • MarsLander • Check our website for more.. we will keep you informed as soon as we can plan On-Prem events. What’s next

itSMF Speaker presentation by Paul Wilkinson June 2020

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