ITSM Adoption:
The Ingredients of Success
for Organizational Change
Pamela Erskine
November 2013
About ITSM Academy

 Accredited Education

 Certified Process Design Engineer (CPDE)
 ITIL® Foundation
 ITIL Capabili...
Introduction
Pam Erskine
perskine@adoptitil.com
•

Principal Consultant at AdOPT focused on IT strategy,
process, and orga...
Pace of Change

© 2013 AdOPT
Why do we resist change?
Why are we really doing this
effort?
How does this affect me?

I’m no longer an expert
What if I ...
Symptoms of resistance
• False urgency
• Missed deadlines
• Lack of attendance
• Discord between teams
• Complacency

© 20...
Change Models
Kotter’s 8 Step
Model

© 2013 AdOPT
Organizational Challenges
• Lack of accountability
• Leadership cohesion
• Actions are not aligned with words
• Focusing s...
Crucial Elements
• Understand the value proposition
– Company

– Division/Department
– Individual

• Address the emotion
–...
Change Model - Example
Simplified Model – Using ADKAR©

Awareness

Explains “Why”

© 2013 AdOPT

Desire

Participation

Kn...
Change Model - Example
• Why is the company adopting a
Awareness

Explains “Why”

new ITIL processes?
• What is the expect...
Change Model - Example
• What happens if IT doesn’t focus
Desire

Participation

on facilitating business outcomes?
• What...
Change Model - Example
• What skills and information are
Knowledge

How to Change

needed to be successful?
• What documen...
Change Model - Example
• Have tools been updated and
Ability

Performance

access provided?
• How will process owners and
...
Change Model - Example
• Are there any incentives that can
Reinforcement
Sustainment

be used to promote the success of
IT...
4 Focus Areas for Success
Planning
• Develop an organizational change plan

• Add tasks into the project plan
• Use a chan...
4 Focus Areas for Success
”
Example from “ITIL and Organizational Change

Desired State
Objective
1.) Increase IT staff
en...
4 Focus Areas for Success
Engagement
• Recognize the value of existing resources

• Involve those closest to the IT work
•...
4 Focus Areas for Success
Communication
• Define stakeholders and information needs first
• Include key messages, methods,...
4 Focus Areas for Success
Metrics
• Understand and publicize the existing baseline numbers
• Establish a routine review of...
Summary
ITSM Success
• It is more than just processes and tools

• Requires you to appeal to the hearts and the minds
of t...
Questions
Contact Information:

Pamela Erskine
Phone: 520-591-2427
perskine@adoptitil.com
Twitter: @adoptitil
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ITSM Academy Webinar - ITSM Adoption: The Ingredients of Success for Organizational Change

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Service Management is performed by people supported by processes and technology. While we can use the ITIL framework for the processes and various ITSM tools as the technology, we still need to support people as they adapt to the changes required for success. Why is it so difficult? Why doesn’t everyone just follow the process?
This presentation examines organizational change as it relates to ITSM. Join us as we talk about simple ingredients for improving acceptance and reducing your frustration.

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ITSM Academy Webinar - ITSM Adoption: The Ingredients of Success for Organizational Change

  1. 1. ITSM Adoption: The Ingredients of Success for Organizational Change Pamela Erskine November 2013
  2. 2. About ITSM Academy  Accredited Education  Certified Process Design Engineer (CPDE)  ITIL® Foundation  ITIL Capability (OSA|PPO|RCV|SOA)  ITIL Lifecycle (SS|SD|ST|SO|CSI)  ITIL Managing Across the Lifecycle (MALC)  ITIL Service Manager Bridge  ISO/IEC 20000 Foundation  MOF Foundation  Practical, Value-Add Workshops  ITSM Leadership  Since 2003 - Tens of Thousands Trained and Certified  ITSM Professional Diplomas  Change/Support/SLM  Public Classes throughout U.S.  Corporate On-Site Classes  Virtual Classes  Courseware Licensing  Corporate & Partner (GEM)  Alumni Program  ITIL, MOF, ISO 20K Overviews  PMI Global Education Provider  Apollo 13, Visible Ops: The Class  Certified Woman-Owned  And more! ITIL® is a Registered Trade Mark of the Cabinet Office. Welcome!
  3. 3. Introduction Pam Erskine perskine@adoptitil.com • Principal Consultant at AdOPT focused on IT strategy, process, and organizational change to improve efficiency, increase effectiveness, and optimize cost • 15+ years of IT senior leadership and organizational change experience • Author of “ITIL and Organizational Change” • itSMF USA Board of Directors • ITIL® Expert and Six Sigma Certifications www.adoptitil.com
  4. 4. Pace of Change © 2013 AdOPT
  5. 5. Why do we resist change? Why are we really doing this effort? How does this affect me? I’m no longer an expert What if I lose my job? What does this mean for my coworkers? © 2013 AdOPT
  6. 6. Symptoms of resistance • False urgency • Missed deadlines • Lack of attendance • Discord between teams • Complacency © 2013 AdOPT
  7. 7. Change Models Kotter’s 8 Step Model © 2013 AdOPT
  8. 8. Organizational Challenges • Lack of accountability • Leadership cohesion • Actions are not aligned with words • Focusing solely on the schedule © 2013 AdOPT
  9. 9. Crucial Elements • Understand the value proposition – Company – Division/Department – Individual • Address the emotion – Often the root cause of behavior • Focus on learning and improvement – Feedback channels © 2013 AdOPT
  10. 10. Change Model - Example Simplified Model – Using ADKAR© Awareness Explains “Why” © 2013 AdOPT Desire Participation Knowledge How to Change Ability Performance Reinforcement Sustainment
  11. 11. Change Model - Example • Why is the company adopting a Awareness Explains “Why” new ITIL processes? • What is the expected outcome and how is it better? • What problems will be fixed? • What other companies are focused on ITSM? What is their experience? © 2013 AdOPT
  12. 12. Change Model - Example • What happens if IT doesn’t focus Desire Participation on facilitating business outcomes? • What if we do nothing? • How do the new processes support teamwork? • How will performance objectives change? © 2013 AdOPT
  13. 13. Change Model - Example • What skills and information are Knowledge How to Change needed to be successful? • What documentation is needed to support IT and the business? • What training is needed to support ITSM success? • Is there a coach or a mentor that should be assigned? © 2013 AdOPT
  14. 14. Change Model - Example • Have tools been updated and Ability Performance access provided? • How will process owners and managers support the implementation? • What is the escalation path if something goes wrong? • Where are processes, procedures, and work instructions located? © 2013 AdOPT
  15. 15. Change Model - Example • Are there any incentives that can Reinforcement Sustainment be used to promote the success of ITSM changes? • Have performance objectives and compensation been updated? • Were job descriptions updated to reflect new skills or ITSM related certifications? © 2013 AdOPT
  16. 16. 4 Focus Areas for Success Planning • Develop an organizational change plan • Add tasks into the project plan • Use a change model to guide task definition © 2013 AdOPT
  17. 17. 4 Focus Areas for Success ” Example from “ITIL and Organizational Change Desired State Objective 1.) Increase IT staff engagement in determining process improvement opportunities. 2.) Reinforce accountability for improving incident management service level compliance. © 2013 Pamela Erskine Gap ·Staff suggest ways to be more effective in supporting the business ·Staff input is valued by the management team ·Team members are tasked with implementing suggested improvements ·Staff rarely make suggestions for improvement ·Leaders may not acknowledge suggestions appropriately ·Staff work cross functionally to resolve incidents ·Team work is heightened and department silo's are minimized ·Strong focus on metrics to drive improvement and understand challenge areas ·IT silo's impact the ability to meet service levels ·Staff at all levels are not held accountable for SLA compliance Activities/Tasks ·Develop incentives plan to encourage suggestions ·Create a process for submitting suggestions ·Form a review council including cross functional leadership and staff ·Create a baseline metrics for existing process ·Develop objectives for management team and staff ·Conduct focus group regarding necessary process and system enhancements ·Communicate expectations Provide training and documentation Success Measure Start Date End Date ·Increase in number of suggestions ·Improved employee engagement scores Captured in the % of suggestions project plan implemented ·Compliance against service levels ·Progress against objectives ·Employee satisfaction scores Captured in the project plan Actual Outcome TBD TBD
  18. 18. 4 Focus Areas for Success Engagement • Recognize the value of existing resources • Involve those closest to the IT work • Ensure leaders are engaged as well • Utilize focus groups, surveys, interviews, process observation, brainstorming sessions, etc. to gather information and develop solutions © 2013 AdOPT
  19. 19. 4 Focus Areas for Success Communication • Define stakeholders and information needs first • Include key messages, methods, and schedule • Use a change model to help with schedule and content • Add tasks into the project plan © 2013 AdOPT
  20. 20. 4 Focus Areas for Success Metrics • Understand and publicize the existing baseline numbers • Establish a routine review of performance • Highlight both improvements and challenge areas • Value transparency and feedback © 2013 AdOPT
  21. 21. Summary ITSM Success • It is more than just processes and tools • Requires you to appeal to the hearts and the minds of those involved • Strong planning, staff engagement, communications, and metrics are the key to success © 2013 AdOPT
  22. 22. Questions Contact Information: Pamela Erskine Phone: 520-591-2427 perskine@adoptitil.com Twitter: @adoptitil

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