HDI Capital Area July 21, 2017 Meeting Slides and Presentation

@hdicapitalarea #Improvement #Culture
Welcome
HDI Capital Area
Local Chapter
May 9, 2017
July 21, 2017
Welcome!
HDI Capital Area

Hosting &
Providing
Educational
Content

Thank You HDI Capital Area 2017 Sponsors!!

Updates from HDI Corporate
July 2017

What’s Hot at HDI
Upcoming HDI Leadership Forums
• Virtual Sneak Peek Meeting: August 1, 12-1:30 pm ET
• Schenectady, NY: July 24-27
– Higher Education Forum
• Denver, CO: September 25-28
– Desktop Support Forum, Executive Forum, Healthcare Providers Forum, Retail Forum, Support Center Leadership
Forum, NEW! – Women in IT Leadership Forum
• Find out more at ThinkHDI.com/Forums
July Webinar
• Tuesday July 18th, 1:00 – 2:00 pm ET
• Topic – Metrics, Measures, and KPIs

Nominations Due October 31st
http://www.thinkhdi.com/events/awards.aspx

Analyst & Desktop Support Technician
of the Year Nominations
DON’T MISS THIS OPPORTUNITY to recognize your key analysts and
technicians. The only investment you make is time to send the information
below and complete the application. Your return is truly a heartwarming event
that has become a year end celebration for our teams.
• EXCITING CHANGES THIS YEAR
– A NEW SHORT FORM
– YOU DO NOT NEED TO BE A MEMBER
• Go to: http://www.thinkhdi.com/events/awards.aspx
– Select Analyst or Desktop to review the criteria and submit your
nomination by October 31st
• Email awards@hdicapitalarea.com and let us know you submitted your
nomination
• Questions: awards@hdicapitalarea.com
The local chapter Analyst of the Year and Desktop Support Technician of the
Year will compete for the regional award and regional winners then compete for
the global award. The winner of the Regional Analyst of the Year and Desktop
Support Technician Award will receive a free registration to the Annual
Conference courtesy of Robert Half Technology.

Today’s Agenda
Agenda
12:00 Noon to 12:30 PM – Lunch and Networking
12:30 PM to 1:50 PM – Program – Establishing a Lasting Culture of
Improvement within IT!
1:50 PM to 2:00 PM – Survey, Prize Drawing
2:00 PM – Meeting Ends

Today’s presentation:
Establishing a
Lasting Culture of
Improvement within
IT!
Andy Rivers, Beyond20

Upcoming Meetings
• Improving Service Management Through Process Integration
presented by Troy White
• Friday, August 18th 12:00 to 2:00 PM
• Location: Robert Half Technology, 1401 I Street NW, Suite 400, Washington DC
20005
• Professional Development Event & Vendor Expo
– Friday, October 17th 9:00 AM to 4:00 PM
– Location: MITRE **2017 HDI Team Excellence Award Winner**
– 7515 Colshire Drive, McLean, VA 22102-7539

Establishing a Lasting Culture of
Improvement within IT
Andy Rivers, CSM, SPC, CISSP, ITIL Expert
andy.rivers@beyond20.com
Training | Consulting | Assessment
(866) 856-3117 toll-free
Copyright 2016 Beyond20, LLC, All Rights Reserved

• Strategic Planning / Assessments
• IT transformation consulting
• IT “best practice” training
(Agile/Scrum, ITIL, PMP, PRINCE2, etc.)
• Cloud services
• PMI Global Registered Education Provider
• APMG & Aquiros Accredited Training Organization

Copyright 2016 Beyond20, LLC, All Rights ReservedCopyright 2017 Beyond20, LLC, All Rights Reserved
AGENDA
I. What is CSI?
II. Tools to get you started
III. The Register
IV. Q&A

What is CSI?

August is CSI Month!!!

January

February

Tools to get you started

THE CSI MODEL
How do we get there?
How do we keep the
momentum going?
Where are we now?
What is the vision?
Where do we
want to be?
Did we get there?
Measurements
and metrics
Business vision, mission,
goals and objectives
Baseline
assessments
Service and process
improvements
Measurable
targets

THE CSI MODEL
How do we keep the
momentum going?
Where are we now?
Where do we
want to be?
Did we get there?
Measurements
and metrics
Baseline
assessments
Service and process
improvements
Measurable
targets
What is the
vision?

What is theVision?

Strategic Planning

THE CSI MODEL
Where are we
now?
How do we keep the
momentum going?
What is the vision?
Where do we
want to be?
Did we get there?
Measurements
and metrics
Baseline
assessments
Service and process
improvements
Measurable
targets

Maturity Assessment
2.22
2.42
2.79
2.56
0 1 2 3 4 5
Problem
Change Management
Incident Management
Request Fulfillment
Problem Management

Where do we want to be?

THE CSI MODEL
How do we keep the
momentum going?
Where are we now?
What is the vision?
Did we get there?
Measurements
and metrics
Baseline
assessments
Service and process
improvements
Measurable
targets
Where do
we want to
be?

Measureable
Targets

DECIDING WHAT TO MEASURE
WHY DO WE MEASURE?
To Justify
FACTUAL EVIDENCE
To Intervene
CHANGES,
CORRECTIVE ACTIONS
To Direct
TARGETS & METRICS
ToValidate
STRATEGYVISION

THE CSI MODEL
How do we keep the
momentum going?
Where are we now?
What is the vision?
Where do we
want to be?
Did we get there?
Measurements
and metrics
Baseline
assessments
Service and process
improvements
Measurable
targets
How do we
get there?

0-6 MONTHS
1YEAR AND
BEYOND
TOMORROW
Improvement Plan

Did we get there?

THE CSI MODEL
Did we get
there?
How do we keep the
momentum going?
Where are we now?
What is the vision?
Where do we
want to be?
Measurements
and metrics
Baseline
assessments
Service and process
improvements
Measurable
targets

How do we keep the
momentum going?

THE CSI MODEL
How do we keep
the momentum
going?
Where are we now?
What is the vision?
Where do we
want to be?
Did we get there?
Measurements
and metrics
Baseline
assessments
Service and process
improvements
Measurable
targets

CSI Register

Tools
• CSI Model
• Strategic Planning
• Maturity
Assessment
• Improvement Plan
• CSI Register

The Register

CREATING A CSI REGISTER
No. Description
Size
(Small/Med/Larg
e)
Priority Owner Status
1
2
3

Urgent vs Important
Important Urgent

CATEGORIZING IMPROVEMENTS
Q1 Q3
Q2 Q4
IMPACT
DIFFICULTY
Low
High
Easy Difficult

“You can do anything, but not
everything”
- David Allen

Priorities: Value in idea, or...

...in the results?

WORK SHORTEST JOB FIRST
Principal: get value as quick as possible by working
shortest high value job first

TOPTHREE FOR Q3
List your Top 3 projects and/or
initiatives for Q3 in Priority Order

EXAMPLES
1) Website Redesign
2) New Product Launch
3) ERP Upgrade

1. Website
Redesign
2. New Product
Launch
3. ERP Upgrade

USER-BUSINESSVALUE
Do our users prefer this over that? What is the
revenue impact on our business? Is there a potential
penalty or other negative impact if we delay?
Task: Rate each item against the other items using
relative sizing scores (eg. 1, 2, 3, 5, 8, 13, 21). Start by
scoring the least “1” and score remaining
appropriately.

User-Business
Value
1. Website
Redesign
8
2. New Product
Launch
21
3. ERP Upgrade 1
(Scores: 1, 2, 3, 5, 8, 13, 21, …)

TIME-CRITICALITY
How does the user/business value decay over
time? Is there a fixed deadline? Will they wait for
us or move to another solution? Are there
Milestones in the critical path impacted by this?
relative sizing scores (eg 1, 2, 3, 5, 8, 13, 21). Start
by scoring the least “1” and score remaining
appropriately.

User-Business
Value
Time-
Criticality
1. Website
Redesign
8 1
2. New Product
Launch
21 13
3. ERP Upgrade 1 3
(Scores: 1, 2, 3, 5, 8, 13, 21, …)

RISK REDUCTION:
Opportunity EnablementValue
What else does this do for our business? Does it
reduce the risk of this or a future delivery? Is
there value in the information we will receive? Will
this feature open up new business opportunities?
relative sizing scores (eg 1, 2, 3, 5, 8, 13, 21). Start
by scoring the least “1” and score remaining
appropriately.

User-Business
Value
Time-
Criticality
Risk-Reduction
/ Opportunity
Enablement
1. Website
Redesign
8 1 21
2. New Product
Launch
21 13 1
3. ERP Upgrade 1 3 21
(Scores: 1, 2, 3, 5, 8, 13, 21, …)

JOB SIZE
What is effort required to achieve Definition of Done?
Task: For initial evaluation, assign number of days to
each item. For extensive items use general estimates
such as 30 days, 60 days, 90 days, etc.

User-Business
Value
Time-
Criticality
Risk-Reduction
/ Opportunity
Enablement
Duration
1. Website
Redesign
8 1 21 120d
2. New
Product
Launch
21 13 1 90d
3. ERP
Upgrade
1 3 21 45d
(Scores: 1, 2, 3, 5, 8, 13, 21, …)

MATH TIME
!"#$ =
'()* +,(-.)(( /01,) + 3-4) 5*-6-701-68 + 99:; /01,)
#<= "->)
HIGH SCORE WINS!

PRIORITIES ON WSJF
What was the impact to yourTop 3 items?

WSJF
1. Website Redesign .3
2. New Product Launch .4
3. ERP Upgrade .5
(High Score Wins!)

REVIEW
• Gradual Improvement OverTime
• Tools
• CSI Model
• Strategic Planning
• Maturity Assessment
• Improvement Plan
• CSI Register
• Prioritizing withWSJF

LEARN MORE
beyond20.com/blog

LEARN EVEN MORE
Public or On-site | 100% Exam Pass Guarantee| Beyond20.com/training
ITIL CONTINUAL SERVICE IMPROVEMENT (CSI)
3-day Intermediate Course | Prerequisite: ITIL Foundation
ITIL FOUNDATION COURSE
3-day Fundaments Course | No Prerequisites

Upcoming Events
ITIL Foundations
Aug 7 – 9 |Washington, DC
Certified Information Systems Security Professional (CISSP)
August 14 – 18 |Washington, DC
ITIL Practitioner
Sept 21 – 22 |Washington, DC
ITIL Intermediate Service Design
Aug 21 – 23 |Washington, DC

Contact Us
andy.rivers@beyond20.com | (866) 856-3117
@beyond20
/beyond20llc /company/beyond20
/gobeyond20

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