Mapping Your Journey to ITIL Island

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Mapping Your Journey To ITIL® Island
Presented by Mark Blanke, CEO of OwlPoint

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OwlPoint Introduction
• Connect the dots between technology systems, operational excellence and business
strategy - DNA in Process Excellence with Big-Picture expertise
• Technology consultancy that delivers better outcomes through deep expertise, objective
insights, a tailored approach and unparalleled collaboration
• 10 years, cross-industry, Fortune 1000 global client base
• Leader in ITSM Consulting - Certified AXELOS Consulting Partner
• Vendor agnostic, no ties to technology or methods, no “one-size-fits-all” or “out-of-the-
box” or “one-model” consulting
• Named 20 Most Promising IT Service Management Solution Providers in 2018, CIO Review
• Facilitator of industry-recognized CIO Think tank – The CIO Initiative
• Headquartered in New Jersey with operations throughout the US
March 20, 2019 © OwlPoint |All Rights Reserved

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How to Map Your Journey to ITIL Island

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How to Create Your Map to ITIL Island
Decide that you want to
go somewhere
Establish where
that journey
should take you
Figure out
where you are
Plot the course
Take your
journey

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ITIL 4 Guiding Principles
Focus on Value
Start where you are
Progress iteratively with feedback
Collaborate and promote visibility
Think and work holistically
Keep it simple and practical
Optimize and Automate

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Guidance From ITIL 4
ITIL Service Value System ITIL Service Value Chain
March 20, 2019
© OwlPoint |All Rights Reserved
AXELOS® is a registered trademark of AXELOS Limited
ITIL 4 Foundation Publication Figures used under permission of AXELOS Limited

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Have A Desire To Go Somewhere
• What is it you are
trying to solve?
• Why do you want to
use ITIL?
• Do people really want
to change?

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Create The Desire To Go On The Journey
• Get Excited
• Find common frustrations
• Set some ideas and concepts
people can get excited about
• Pain to change needs to be less
than the pain to stay the same
• Ask people where they want to
go
• Be a leader – Leaders get people
to follow them somewhere

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Set Your Target
• Where do you want to go and why
• It is difficult to plot a course somewhere if
you don’t know where you are going
• Remember to focus on value
• For an ITSM program and leveraging ITIL,
remember why you are doing this
• It is for the business
• It should provide outcomes the business
recognizes as valuable
• It should be an extension of the Value Chain
• It is an organizational set of capabilities that
support Service Management objectives
• The practices should be an interrelated and
coordinated set of capabilities.

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Go West Young Man

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Where Are We?

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How To Figure Out Where You Are
• Who’s on the Journey with you to ITIL Island?
• For this group determine
• How do they think?
• Is the end customer always in mind?
• Is Value understood?
• Do you think in terms of services?
• Do groups work well with each other?
• Is there a positive working environment?
• Are they ready for change?
• Historically, how has the organization reacted to change?
• How large is the organization?
• How resistant to change are the personnel?
• What are the types of changes planned?
• How will this affect habits and skills?
• Is there obvious reward for changing?
• How well-suited/prepared is the organization for change?
• Is there support at all levels for the change?

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Governance, Process & Practice Evaluation
• Is there governance in place?
• Is there oversight of an overall ITSM Program?
• Are there formalized processes?
• Are priorities consistently reviewed and set?
• Do Continual Improvement initiatives exist?
• How good are the processes/practices?
• What processes/practices do you have in place
• Are they documented?
• Are roles and responsibilities defined, known, and understood?
• Do the processes seem to work?
• Are processes measured, reported, and reviewed?
• You can do a self assessment

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Technology And Partners
• Technology
• What tools are being used?
• Is there a clear architecture
• what are the tools being used for?
• what is their scope and purpose?
• how are they all related?
• Are the tools meeting the process/practice needs?
• Partners
• Who are the vendors you work with?
• Are they providing value?
• How to engage them?

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Plot The Course
• The most efficient way to get from
point A to point B is usually a
straight line
• It is why it is so important to know
where you are and where you want
to be and figure out the plan ahead
of time.
• Look at the big picture first and
then work on the details.
• Driving Directions
• Avoid the major hurdles
• What are the mountains too tall to
climb or the rivers too wide to cross

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You should define what Processes to include and to what level of maturity.
This should then drive the effort that is required to improve the whole
practice:
What process
enhancements
do you need to
make?
How does this
affect the tools
you use?
How will this
affect roles and
responsibilities
and the
organization
overall?
What adoption
activities will
you need?
• Communications
• Training
• Support
Define The Roadmap

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Take Your Journey – Start With ITSM Governance
• Setup Governance First
• Who is the navigator?
• Who is checking to make sure you have enough gas, supplies, etc.?
• How often do you check your current location? (Always know where you
are)
March 20, 2019
Governance Checklist
• Establish your ITSM Governance Committee
• Ensure participation from executive sponsors and all Process Owners
• Define program and project plans for improvement
• Establish metrics and reporting
• Set a cadence of reviews
• Adjust priorities as required
© OwlPoint |All Rights Reserved

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Improve Your Practices
• Everything cannot be done at once
• Pace yourself – establish phases that demonstrate
positive value, even if they are small
• Progress Interactively with Feedback
• Ensure you improve maturity in an appropriate sequence
• Practices/Processes are interdependent
• Maturity of one area may require maturity first in another area
• Don’t jump into tool implementations/improvements
before you have your processes in order.

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People Are The Key To Success
• Recognize that a change in habits requires a lot of energy
• If possible, limit how much change is performed at once
• Be clear about the changes and the expectations
• Give people a reason that it is beneficial for them
• Reinforce the behavior
• Provide support – pair up to support each other
• Track metrics and show progress
• Good ITIL Processes should have CSFs and KPIs
• Share KPIs to show progress and reinforce habits
• Be patient – don’t give up too quickly!
• Understand initial changes will take more effort and be harder to accomplish
• Trends in metrics take a while – results will not be evident immediately
• New work habits form over time (often times, habits form in over 2-months)

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How to Create Your Map to ITIL Island
Decide that
you want to go
somewhere
Establish
where that
journey should
take you
Figure out
where you are
Plot the course
Take your
journey

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An ITIL Adventure Is Never Over
Where is your next destination?

March 20, 2019
601 US Highway 206
Suite 26-354
Hillsborough, NJ 08844
Main # (888) 992-9695
www.owlpoint.com
info@OwlPoint.com

Mapping Your Journey to ITIL Island

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