This webinar is presented by Eddie Potts, Senior Service Management Consultant, who recently completed an MBA achieving a Distinction. His study included a research project concerning the "implementation of service management”. Eddie previously delivered a successful webinar about “Implementing Service Management” in which he compared and contrasted the real life practice to the academic theory concerning service management implementations which can be found on our BrightTALK channel. This follow up webinar builds upon this theme and discusses “at what point have we implemented service management” and “how do we maintain the momentum". View recording here https://www.brighttalk.com/webcast/10001/173745

1. Pink Elephant – Leading The Way In IT Management Best Practices
Implementing IT Service Management
– The Aftermath!
Presented by: Eddie Potts, Service Management Consultant
Pink Elephant EMEA
Pink Elephant EMEA Ltd
Think Differently. Think Pink

2. Implementing IT Service Management © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
 IT Service Management Consultant
 Pink Elephant EMEA
 Chartered IT Professional
 Experienced ITSM Professional
Introduction – Eddie Potts
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3. Implementing IT Service Management © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
Share findings from my MBA research project that
reviewed the academic research and practice pertaining
to the “implementation of service management” and to
promote associated debate
Objective
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4. Implementing IT Service Management © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
Implementing Service Management – The Aftermath
What is the vision
Service & process
improvement
Measurable targets
Baseline
assessments
Where do we want to
be
Did we get there
Measurements &
metrics
Business vision,
mission, goals and
objectives
Where are we now
How do we keep
the momentum
going
How do we get there
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5. Implementing IT Service Management © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
Implementing ITSM is a complex undertaking
“There is little empirical evidence on how to conduct an
implementation project successfully, and how to measure
the success of an implementation initiative” (Iden and
Eikebrokk, 2013)
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6. Implementing IT Service Management © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
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Did we get there?
Benefits of successful ITSM implementations

7. Implementing IT Service Management © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
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Did we get there?
Benefits of successful ITSM implementations

8. Implementing IT Service Management © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
Did we get there?
Benefits of successful ITSM implementations
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9. Implementing IT Service Management © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
Did we get there?
What the research concludes
The research concludes that all to often the benefits of
ITSM implementations are inconclusive, although in all
probability operational benefits are realised.
Despite the high-profile success of ITSM and ITIL
projects in organisations some analysts argue that most
ITSM implementation projects fail
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10. Implementing IT Service Management © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
The term “Implementing ITSM” is a moot point
 What is actually meant by the term?
 At what point is it achieved?
 How is it sustained?
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11. Implementing IT Service Management © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
Internet searches
 “How to implement service management”
 (7,690 results)
 “When (at what point is) is service management
implemented?”
 (no results found)
 “How to sustain successful service management?“
 (no results found)
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12. Implementing IT Service Management © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
Implementing ITSM is a continual process
Time
Effective quality
improvement
Maturity
Consolidation
Business
IT
Alignment
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13. Implementing IT Service Management © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
At what point is ITSM implemented
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
SMS
SLM
Incident
Problem
Change
ReleaseConfig
ITSCM
Availability
Financial
Capacity
Where we are now?
Where we want to get to?
Utopia
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14. Implementing IT Service Management © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
Value Of
IT Processes
to the
Business
Maturity of IT Processes
High ££
High
Low ££
Low
RISK!!
0 1 2 3 4 5
IMPM
CM
Config
Additional Considerations
• Added business value
• Ability to implement
• Quick gains
• Costs
• Resources
• Competing projects
• Culture
• Etc.
“Largely Overdoing It"
In Relation To The
Low Value Of IT To
The Business
Area Where The
Business Runs
High Risks
RM
SLM
What level of ITSM maturity are we seeking
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15. Implementing IT Service Management © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
What the research concludes
Often ITSM implementations are not supported by
business cases nor treated as formal projects despite the
recognition that its implementation is a complex
undertaking that amounts to organisational change.
The absence of project governance and supportive
methodologies makes its implementation difficult to
measure and increases the risk that benefits will not be
realised.
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16. Implementing IT Service Management © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
People
• Enhanced Skills
• Multi Functional
Teams
• Values / Beliefs
• Cultural Biases
• Training
• Career Development
Process
• Single Point Of Accountability
• Logical Group Of Activities
• Cross Departmental
• Defined Procedures
• Repeatable, Consistent
• Global Standards
Management
• Mgmt. Commitment
• Mgmt. Participation
• Compensation / Rewards
• Values / Beliefs
• Coaching / Enabler
• Career Opportunities
• Organizational Design
Technology • Teamwork Enabled
• Service Management Tools
• Integrated Data Sharing
• Knowledge Management
• Management Information
Implementing ITSM is a complex undertaking
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17. Implementing IT Service Management © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
Why implementations are not supported by business
cases
 Implementations viewed as protracted initiatives.
 The difficulty of determining the net benefit, due to other
projects
 The perceived urgency to improve ITSM
 The wide distribution of ITIL
 The difficulty and expense of ascertaining a cost benefit
ratio.
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18. Implementing IT Service Management © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
The absence of business cases contradicts a
fundamental principle of IT Governance?
“significant investment projects should be approved on
the basis of known and foreseeable risks, specification,
benefits and costs of the project”
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19. Implementing IT Service Management © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
Implementation Critical Success Factors
 CSF’s are the most populous subject in the academic articles, that
discuss the adoption of ITIL (Iden and Eikebrokk, 2013).
 “the things that must happen if a Process, Project, Plan, or IT
Service is to succeed” (Rudd, 2010).
 Yet how can we be confident that they “will happen” in the
absence of a project based approach. Experience suggests they
often don’t!
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20. Implementing IT Service Management © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
ITSM Implementation CSF’s
1. Management support
2. ITIL Awareness and training
3. Interdepartmental collaboration/Stakeholder Management
4. Process priority
5. Tool selection
6. Change management
7. Customer orientation
8. Use of consultants and consultant selection
9. Implementation strategy and design
10. Project champion
11. Ability of IT staff to adapt to change
12. Quality of IT staff allocated for ITIL
13. Monitoring and evaluation of ITIL implementation
14. Feasibility study before the actual implementation
15. Project management and continuous service improvement
16. Goal setting through process maturity framework
17. Continuous reporting and auditing through a quality management framework
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21. Implementing IT Service Management © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
ITSM implementations is organisational change!
• About 70% of change initiatives fail!
• Of which 50% fail because and Kotter’s steps 1 & 2 are not
adequately addressed
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22. Implementing IT Service Management © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
The need for a project approach!
Often it’s not that organisation's are guilty of not “trying” to implement
ITSM effectively and efficiently. Rather organisations:
 “Do not always think of, and justify, what it is we are trying to
achieve”
nor
 “Ensure that the controls are in place to achieve it”
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23. Implementing IT Service Management © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
Future BrightTalk Event
ITSM and the Balanced Scorecard
What is the vision
Where do we want to
be
Did we get there
Where are we now
How do we keep
the momentum
going
How do we get there
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24. Implementing IT Service Management © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
Questions?
e.potts@pinkelephant.co.uk
g.knight@pinkelephant.co.uk
www.pinkelephant.co.uk
Let us know if there is a topic you would like us to cover in future
webinars.
Please rate our webinar.
What are we doing well? How can we make it better?
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