David Mainville, the CEO and co-founder of Navvia, discusses the need for a new model for sustainable IT service management. The current ITSM model is not delivering on its promises to improve service and reduce costs. Mainville argues for a human-centric model that focuses on winning hearts and minds through inspiration, collaboration, and accountability. Key aspects include building consensus through assessments, developing realistic plans, continuous communication, and governance to ensure the benefits of ITSM are sustained over time.

1. A New Model
For Sustainable Service Management
Session 101
David Mainville

2. Hi Everyone!
• CEO & Cofounder, Navvia
• 34 years of varied ITSM experience
– Field Systems Engineer
– Service and Support Manager
– Systems Management Architect
– Service Management Consultant
– Product Development / Management
– Entrepreneur
• “360 degree” view of IT Service
Management
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3. ITSM is not delivering on it’s promise
Maybe its time for a different approach
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4. Don’t take my word for it!
ITSM Failures
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5. You don’t have to search hard!
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6. If I had a dollar…
Not another
word abut ITIL!
Enough about
Process!
6 months to
implement change?
Just slam it in!
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7. As practitioners we know ITSM…
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8. So here is the dilemma
Most folks don’t give a hoot about ITSM!
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9. IT’s time for a new model for
Sustainable IT Service Management
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10. What do I mean by a New Model
Business Services
IT Services
Applications
Middleware
Infrastructure
Network
Virtual
Software
Physical
The Services we support
The ITIL® Lifecycle Model
Service
Strategy
Service
Design
Service
Transition
Service
Operation
CSI
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11. The Human model for ITSM implementation
How are YOU thinking about it!
Win the Hearts Build the Plan
Monitor & Improve Deploy & Operate
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12. Don’t assume everyone is bought in
Leaders win the hearts and minds
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13. ITSM leaders are…
Authentic Honest Inspirational
Listeners Communicators
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14. It starts with inspiration
“Start With Why – How Great Leaders Inspire
Everyone to Take Action” – Simon Sinek
http://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action.html
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15. Focus on outcomes
In terms that people can relate to
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16. Winning the hearts
• Leadership is required at all levels,
from the top down
• People need to know why, what’s in
it for them
• You need to relate to all your
stakeholders, in terms that matter to
them
• The focus must be on business
outcomes, not technical outcomes
• Build the business case
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17. Don’t paint a bulls eye on your back
Build a realistic plan for success
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18. Understand where you’re at
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21. Planning for success
• Assessments are a excellent catalyst
for change
• Understand the pain-points and
address those in the plan
• Build a realistic plan – don’t paint a
bulls-eye on your back
• True leaders are not afraid to push
back
– avoid the fairytale of “out of the box”,
“lift and shift” & the “big bang”
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22. Don’t alienate your stakeholders
Collaborate and take action
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23. Be inclusive and collaborative
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24. There is more to ITSM than a tool
“ It’s seldom the tool that’s the
problem…but a bad implementation will
alienate your stakeholders ”
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25. Who Needs to be Involved?
Steering Committee
Stakeholders
S.M.E.’s
Core
Team
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26. Taking action
• Collaboration is key to adoption
• You can’t build and implement your
processes in a vacuum
• Get the right people involved
• Stay agile, validate often
• Don’t forget to continuously
communicate and educate
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27. Don’t let entropy take hold
Hold people accountable
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28. 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
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29. The ITSM program office
Metrics
ITSM PMO
SME
Reports
Design CSI / SIP
Communications
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30. 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
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31. Taking control of your ITSM program
• Get people involved and vested in
ITSM
• Get consensus and hold people
accountable for what they agreed to
• Produce evidence that the ITSM
program is working and meeting the
needs of the stakeholders
• Communicate success in terms that
are meaningful to your stakeholders
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32. In Summary
To realize benefits one must successfully implement and sustain their ITSM program
That requires the application of an integrated model, one that encompasses the
emotional, intellectual, action and control aspects of the human condition
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33. Thank you for attending this session.
Don’t forget to complete an
evaluation form!
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