Virtual, Dispersed and Remote ITSM teams face unique challenges created by the tyranny of distance and time. This presentation uses a range of case studies to provide real life lessons for overcoming the challenges and creating a high performing virtual, dispersed or remote team.

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Korrine Jones
OD Consulting
Secrets of Successful Virtual,
Dispersed and Remote
ITSM Teams

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Research • Micro-businesses to
multinationals
• ITSM, IT, banking, sales,
retail, public sector, consulting
firms, e-learning providers

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Virtual Teams
A group of individuals
who work together
across time, space and
organisational
boundaries and
communicate via
technology.

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The Grim Reality
• Up to 87% of the global workforce is now working remotely
at least part of the time
• 40% of virtual team members feel their teams are
underperforming
(Source: RW3, 2012)

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Your Challenges

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Real Leadership (Virtually)

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• Clearly
articulated
vision, goals
and plans
• Clear roles

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Clear Processes
Clarity of processes low
High
Team Performance
Low
Dispersion
Low (same floor) High (different continent)
Clarity of processes high
(Source: Siebdrat, Hoegl and Ernst, 2009)

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Selection and Integration
• Right fit
• Self starters
• Tech savvy
• Autonomous
• Actively reach out to
collaborate
• Induction and training

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Manage by Outcomes

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(Source: RW3 LLC, 2012)

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Face to face……if possible
• Speed up trust building and collaboration
• Shared vision, values and plans
• Social interaction

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Deliberately Build the Team

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Values and Ground Rules
• Leadership
– Model corporate vision and values and these team values
• Responsibility and integrity
– Do what you say you’re going to do
• Respect
– Acknowledge electronic communication within agreed timeframes
• Teamwork
– Connect with other team members regularly
• Creativity
– Think outside the square

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Rituals, symbols, celebrations

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Cross-team Collaboration

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Build one on one Relationships
• Very deliberately
contact each team
member frequently
• Focus on those
most remote
• Have purely social
conversations
• If possible, face to
face time with new
starters

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Swift Trust

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Needs and Expectations
Trust
Expectations
•Regular meetings
•Holidays
•Fun workplace
Needs
•Financial
security
•Respect
•Belonging
“Trust is fragile – we need to be explicit in our needs,
expectations and promises.”
(Source: Hall, V., 2013.)

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Replicate Water Cooler Conversations

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Meet Often - Virtually

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Video Presentation

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Ensure Effective Communication
• Agree on how to communicate
• Choose and use tools wisely
• Communication and virtual meeting protocols

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Action Plan
• Monday Morning
– Connect with each of your remote team members
– Schedule your next virtual or face to face meeting
• Next 90 Days
– Clarify objectives, roles and processes at team and individual levels
– Establish clear needs and expectations with each team member
– Develop communication and meeting protocols
– Undertake some form of team development
• Next Year
– Establish induction and training plans for all virtual team leaders and members
– Develop shared vision, values and plans, face to face if possible

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Additional Resources
For whitepapers and more information
www.odconsulting.com.au
OD Consulting
odconsultingau