itSMF Belgium event 13/5/2015 : ABC for ICT workshop

© GamingWorks© GamingWorks
1
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© GamingWorks© GamingWorks
ABC of ICT ABC of ICT
2
the number 1 success or fail factor for ITSM
STILL

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• Trends – why we can
NO LONGER AFFORD TO FAIL
• TOP ABC issues – CUSTOMER perspective
• TOP types of RESISTANCE
• What the experts say
Trends shaping the Future of ITSM

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Groundhog day
..finds himself in a
TIME LOOP,
repeating the same day
again and again…

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TIME LOOP,
again and again…
1996 Worst practices
presented World-wide
RECOGNITION
Groundhog day

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TIME LOOP,
again and again…
RECOGNITION
2008 Exactly the SAME
Worst practices
RECOGNITION
…ABC Mandatory Master
requirement!!
Groundhog day

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TIME LOOP,
again and again…
RECOGNITION
Worst practices
RECOGNITION
…ABC Mandatory Master
requirement!!
Worst practices
Workshops World-wide
RECOGNITION
1000’s of Organizations
Groundhog day

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ü Business & IT productivity
ü IT and Business alignment
ü Business agility &
speed to market
ü Business process
management & reengineering
ü IT cost, reliability & efficiency
and security

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speed to market
and security
Growing importance,
& dependency

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speed to market
and security
Increasing impact
ITSM as a strategic capability
Growing importance,
& dependency

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speed to market
and security
Increasing impact
Growing importance,
& dependency
Poor ability to execute

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speed to market
and security
Increasing impact
Growing importance,
& dependency
CobIT
ISO
27..
20..
ITIL
Prince2
PMI
DevOps
ISO
38..
BiSL
KT
Togaf
Scrum Agile

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speed to market
and security
Increasing impact
Growing importance,
& dependency
CobIT
ISO
27..
20..
ITIL
Prince2
PMI
DevOps
ISO
38..
BiSL
KT
Togaf
Scrum Agile
CIO needs:
Nr 5: Leadership development
and staff training
IT Transformation
“….from Internal focus to outside-in, business
focus and a Customer and Service culture…….”

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Strategic
Assets
People
Our IT people
are becoming
Critical assets for
Business growth
and continuity
People: Strategic Assets

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Strategic
Assets
People
Our IT people
are becoming
Critical assets for
Business growth
and continuity
…you mean HE
is a Critical Asset?!!
Boy are we in
deep Doo Doo !...
People: Strategic Assets

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..that iceberg won’t
stop US!
Full steam ahead!
We adopt
frameworks to
bring IT under
control
The ABC Iceberg
ISO
CobIT
ITIL

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..that iceberg won’t
stop US!
Full steam ahead!
…don’tforget!
ABC is like an
Iceberg…..a
lot of it idden
beneath
the surface,
and capable of
inflicting
damage!
We adopt
frameworks to
bring IT under
control
ISO
CobIT
ITIL
The ABC Iceberg

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ITIL® V3 – Planning to Implement service Management
Culture
Attitude Behavior
Value
Beliefs
Principles
‘…more than 52%
of initiatives fail
because of
RESISTANCE…
ABC Mandatory….which means let’s ignore it!
‘…The most common reason
for the breakdown of
Service management initiatives
is failure to recognize
the importance of
Organizational culture…’

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ITIL® V3 – Planning to Implement service Management
Culture
Attitude Behavior
Value
Beliefs
Principles
“…..clearly describe how they managed, influenced and achieved
improvements in the attitude, behaviour and culture of the organisation
and affected individuals throughout their assignment”.
‘…The most common reason
for the breakdown of
Service management initiatives
is failure to recognize
the importance of
Organizational culture…’
‘…more than 52%
of initiatives fail
because of
RESISTANCE…
Master
ABC Mandatory….which means let’s ignore it!

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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
numberof
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

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“We have had ITIL for more than 20 years. ITIL was all
about the Users and the Customers and providing services
that deliver quality to the Users and Customers.”
• The USER perspective
“If we gave these cards to YOUR USER, which
top 3 would he/she choose to describe YOUR
IT worst practice ABC?”
Record the answers on the form
You can Choose the SAME cards
…Exercise 1: Customer & User focused

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Exercise:
Customer & User focused
üüü
ü
ü
Task 2: (15 minutes) What does the team consider the Top card
• Choose the top issue
based upon .......
• Discuss the findings and identify
what the team considers the
top issue.

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Exercise:
ITIL V3
Ø Services are a means of delivering value
to customers by facilitating outcomes
customers want to achieve without the
ownership of specific costs and risks.
Ø Value is defined as:
Utility - attributes of the service that have a positive effect on the performance
associated with desired outcomes or removal of constraints on performance
Warranty - the positive effect being available when needed, in sufficient capacity
or magnitude, and dependably in terms of continuity and security.
Chose the top 3 based upon the
negative impact and consequences
to value:
ý Outcomes not achieved
ý Delays in deployment
ý Revenue lost
ý Wrong investment decisions
ý Downtime
ý Rework
ý Threats to continuity
ý Additional costs
When the impact is known discuss
whether this is an acceptable
business risk
Ø ‘impact, consequences and potential
business risk’.

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Exercise:
Task : Go and FIND OUT what the Users REALLY think!

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Not my responsibility
Everything has the highest priority
according to the Users
Internally focused
Process managers without authority
Plan, Do, stop….No real
Continual improvement focus
Throwing (ITIL) Solutions over the wall
and HOPING people will follow them
Too little Business involvement in
requirements specification & testing
No understanding of Business
impact & Priority
IT thinks it doesn’t need to understand
the business to make a business case
60+
sessions
Canada
Belgium
Denmark
Poland
Singapore
Sweden
Switzerland
UK
USA
Germany
Spain
Netherlands
5000 people
No management commitment
‘Customer issues’ – Top 10 (Global)
Australia
Norway

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Impact?
29
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
A service is a
means of
delivering value
to customers by
facilitating
outcomes
Customers want
to achieve without
the ownership of
specific
Costs & Risks.

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Task 1: (15 minutes):
Think in terms of:
•Project impact
•Business impact
•IT operations impact
Exercise 2: Resistance
“Which 3 card represent the types of resistance you
will expect to meet when you try to adopt and deploy
ITIL? and what is the impact (for one card)?

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• “What do we need to do to ensure that these
difficulties are removed. What can YOU do, what do
managers need to do. Be specific!”
Task 2: (20 minutes):
Exercise 2: Resistance

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0 10 20 30 40 50
‘Resistance’ – The top 10 (Global)
Saying ‘Yes’, meaning ‘No’
No management commitment
Plan, Do, Stop…..No real
Continual improvement culture
ITIL is the objective not what it
should achieve
Never mind about following procedures
just do what we normally do
ITIL Never work here
Unable to specify the VALUE required
by the business
Throwing (ITIL) Solutions over the wall
and HOPING people will follow them
Process managers without authority
No understanding of Business
impact & Priority
5000 people

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üInvolve all functions.
Use workshops, face-to-face meetings
& simulations to create discussion,
buy-in, involvement and address
resistance…… Resistance is a
COMMON FACT.
What the EXPERTS say

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üInvolve all functions.
Use workshops, face-to-face meetings
& simulations to create discussion,
buy-in, involvement and address
resistance…… Resistance is a
COMMON FACT.
“Programs like this business
simulation stimulate the right behavior
within IT helping drive
the cultural changes
needed to reach our
strategic objectives.” CIO

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üSpend time with the customer
Learn how they use your services,
Listen instead of speaking…..
Engage with the business!
Focus group meetings;; send people
into the Business

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üSpend time with the customer
Learn how they use your services,
Listen instead of speaking…..
Engage with the business!
Focus group meetings;; send people
into the Business
“I just didn’t realize….it was
an eye opener for me……
ALL IT staff need to
experience this! ” IT Mgr

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ü ’Understand’ business needs first.
Link project proposals to business
needs.
Agree priorities at ALL levels.
V,O,C,R
“We scored an own goal, we
just assumed we knew ……
it was assumicide!’ IT Dir.
Go and CHECK your Project plan!

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üAll in IT need to know
what the ‘Value’ is
….and how their role and activities
contribute to results.
Clarify role, responsibilities, authority
A service is a
means of
delivering value
to customers by
facilitating
outcomes
Customers want
to achieve without
the ownership of
specific
Costs & Risks.
Start by
discussing
THIS!
Adopt ‘Consequence management’
to foster ‘desirable behavior’

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ü Look beyond certification
Look for demonstrated capabilities in
managing change, changing ABC.
Ask HOW they will deal with ABC?
Training? Use experiential learning
translate THEORY into PRACTICE
“I don’t want to see an ITIL certificate
in the CV….I want to hear HOW you
used ITIL to realize results, I want to
know how you addressed ABC and I
want a reference’!’ CIO

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ü Communicate & Market IT.
Internal & external at all levels.
Communicate in business & user terms.
ü You ‘Must’ use a holistic approach to
avoid failure, disappointment, delays.
ü Confronting people with behavior,
rewarding new behavior.
ü You ‘Must’ get executive commitment.
Executives must play a leading role
‘walk-the-talk’, ‘confront people.
ü Use facts and figures, impact,
consequences, risks to gain buy-in,
to change attitudes

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GamingWorks BV 41
Thank You
Any Questions?
P.wilkinson@gamingworks.nl
www.gamingworks.nl
Twitter: @gamingpaul
41
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itSMF Belgium event 13/5/2015 : ABC for ICT workshop

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