ITSM and Organizational Change

Create a Climate for Change

•  Create a sense of urgency

•  Create a coalition

•  Develop a vision and strategy

It starts with inspiration

http://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action.html

“Start With Why – How Great Leaders Inspire Everyone to Take Action” – Simon Sinek

Focus on outcomes In terms that people can relate to

ITSM leaders are… Authentic Inspirational Honest

Listeners Communicators

Engaging & Enabling

•  Communicate the vision

•  Empower action

•  Get quick wins

Understand where you’re at

•  ITSM success is critical to sustainability

•  Remember who your customer is – get their consensus and buy-in

•  Avoid “big bang” or “out of the box” installs

•  Build metrics and reporting into the program

Build a realistic plan

Embark on the right path

Big Bang Out of Box

Lift & Shift

Requirements

Based

Engaging & Enabling

•  Communicate the vision

•  Empower action

•  Get quick wins

Be inclusive and collaborative

“ It’s seldom the tool that’s the problem…but a bad implementation will alienate

your stakeholders ”

There is more to ITSM than a tool

Communicate and Engage  

Steering committee

Stakeholders

Subject Matter Experts

Core Team

Accountability Engagement

Implement & Sustain

•  Leverage wins to drive change

•  Embed into culture

ITSM governance & service delivery

Actual Service Levels Desired Service Levels

�  Ungoverned processes “wear down” over time �  The result is service variability versus consistency �  More effort to manage / less customer satisfaction

The ITSM program office

ITSM PMO

SME

Communications

Metrics

Design CSI / SIP

Reports

You need to hold people accountable

VS New research says it needs to be a combination of both

"Carrot and Stick" Motivation Revisited by New Research Nov 22, 2013 by Ray Williams in Wired for Success