ITSM Academy Webinar - Lead Success, Don't Manage Failure!

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Carlos Casanova, K2 Solutions Group, Inc., Solutions Architect and President

The virtues of successful executives are those that express confidence, trust, stability and leadership; and this don't come with just having the title. Embarking on the Service Management path requires executives to be fully committed to the cultural transformation they are asking of their organization. They must be active participants in changes that transform the organizational culture not just the organizational chart.

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ITSM Academy Webinar - Lead Success, Don't Manage Failure!

  1. 1. “Leading the ascent to thewww.k2sg.com peak of Service Management” Lead Success Don’t manage failure! Carlos Casanova Founder & President K2 Solutions Group, Inc. http://www.k2sg.com Date: March 21, 2013 http://www.cmdbimperative.com Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
  2. 2. About ITSM Academy  Accredited Education  Since 2003 - Te ns o f  Certified Process Design Engineer Tho us a nd s Tra ine d a nd (CPDE)® Ce rtifie d  ITIL® Foundation  ITSM Professional Diplomas  ITIL Capability (OSA|PPO|RCV|SOA)  Change/Support/SLM  ITIL Lifecycle (SS|SD|ST|SO|CSI)  Public Classes throughout  ITIL Managing Across the Lifecycle U.S. (MALC)  Corporate On-Site Classes  ISO/IEC 20000 Foundation & Bridge  MOF Foundation  Virtual Classes  Practical, Value-Add Workshops  Courseware Licensing  Building Blocks, Roles, Service  Corporate & Partner (GEM) Catalog, etc.  Alumni Program  ITIL, MOF, ISO 20K Overviews  PMI Global Education  Apollo 13, Visible Ops: The Class Provider© ITSM Academy And more!ITIL® is a Registered Trade Mark of the Cabinet Office.  2 Welcome!  Certified Woman-Owned
  3. 3. AgendaBackgroundLeaders not Managers  Characteristics  AssessmentIT Service Management  Components  VisionRecap and Closing Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
  4. 4. BackgroundProfessional  20 years of technology and process leadership in various roles  Industry recognitions/certifications  Lead CMDB design/deployment for global financial services company  BofA, SSA, US Marine Corp, General Dynamics, MetLife, IBM Global Services  Speaker at local, regional, national and international conferencesCompany  Founded K2 Solutions Group, Inc. in 2008  Value based Executive and Practitioner Service Management solutionsPresentation Topic  Executive leadership, not management, is vital to ITSM adoption Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
  5. 5. AgendaBackgroundLeaders not Managers  Characteristics  AssessmentIT Service Management  Components  VisionRecap and Closing Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
  6. 6. Leaders not Managers I don’t like to be managed,but if you lead me, I will follow! Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
  7. 7. Professional Challenges / Taking Initiative Reluctance to engage vs. Excitement to accomplish Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
  8. 8. Why People FollowConfidence SecurityStability Trust Communication Passion Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
  9. 9. Who are you?Organize A Inspire BDirect PersuadePlan MotivateControl ListenCoordinate InfluenceAuthoritarian CharismaticProblem Solving MentorLogistics CoachSeeks Comfort Seeks Risk Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
  10. 10. What do you do?Organize A Inspire BDirect PersuadePlan MotivateControl ListenCoordinate InfluenceAuthoritarian CharismaticProblem Solving MentorLogistics CoachSeeks Comfort Seeks Risk Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
  11. 11. Are you Managing or Leading? Manager LeaderOrganize InspireDirect PersuadePlan MotivateControl ListenCoordinate InfluenceAuthoritarian CharismaticProblem Solving MentorLogistics CoachSeeks Comfort Seeks Risk Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
  12. 12. Are you Managing or Leading?Manager Leader Leaders think strategically Mangers act tactically! Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
  13. 13. Lead… don’t Manage!Manager Leader Leaders inspire Mangers require! Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
  14. 14. AgendaBackgroundLeaders not Managers  Characteristics  AssessmentIT Service Management  Components  VisionRecap and Closing Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
  15. 15. The Pillars of Successful ITSM People Process Tech Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
  16. 16. The Pillars of Successful ITSM People Process Tech Management Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
  17. 17. The Pillars of Successful ITSM Leadership People Process Tech Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
  18. 18. The Pillars of Successful ITSM Leadership People Process Tech Management Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
  19. 19. Undermining your ITSM Managers Leadership People Process Tech Management Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
  20. 20. Undermining your ITSM Managers Peo ple Peopleople Process Pro Tech Pe Process cess T ech Tec h Man age Management Managemme n ent t Leadership Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
  21. 21. Tactics Successful Unsuccessful • Inspired to achieve • Motivated by fear • Supported in failed attempt • Blind Conformance • Willingness to Change • Protectionism • Common Sense Design • Process for Process Sake • Tactical Implementation • ITIL-topia • Strategic Design • It’s a framework??? • Scale/Org. Appropriate • Big Bang Implementation • Consolidation • Continued Data Sprawl • Compound Initiatives • A Faster Wrong SolutionLead ITSM cultural transformations they cannot be mandated! Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
  22. 22. AgendaBackgroundLeaders not Managers  Characteristics  AssessmentIT Service Management  Components  VisionRecap and Closing Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
  23. 23. Focus is Relative Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
  24. 24. Your ChallengeLeaders Within  Identify leaders within the team, department, company  Utilize what motivates them, not you  Empower, Delegate and Provide “Air Cover”Environment of Success  “It’s possible for me to do my best”  Teaching & Learning attitude  Importance and reward Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
  25. 25. Lead vs. ManageM – Manifest L – LeverageA - Administer E - EnergizeN – Nag A – AssureA - Arrange D - DirectG - GauntletE - Edict Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
  26. 26. Inspirational LeaderYou cannot manage men into battle. You manage things You lead people. Rear Admiral Grace Hopper Retired US Navy Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
  27. 27. Thank You! www.k2sg.com Leading the ascent… …to the peak of Service ManagementCarlos CasanovaEmail: cc@k2sg.comBlog: http://blog.k2sg.comWeb: http://www.k2sg.comTel: 401.286.4186 @CarlosCasanova http://www.cmdbimperative.com Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved 27
  28. 28. ITSM Academy Affiliates© ITSM Academy 28

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