A New ModelFor Sustainable Service Management

Session 101

David Mainville

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Hi Everyone!

• CEO & Cofounder, Navvia• 34 years of varied ITSM experience

– Field Systems Engineer– Service and Support Manager– Systems Management Architect– Service Management Consultant– Product Development / Management– Entrepreneur

• “360 degree” view of IT Service Management

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Maybe its time for a different approach

ITSM is not delivering on it’s promise

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Don’t take my word for it!

ITSM Failures

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You don’t have to search hard!

ITSM Projects: a Tragedy in 5 Acts

10 Reasons Why Your ITIL Implementation Will Fail

Top 10 Types of Resistance to ITIL

Top reasons for the failure of ITSM

Six reasons for the failure of ITSM

The biggest failures in ITSM

Resurrecting a failed ITSM implementation

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Not another word abut ITIL!

Enough about Process!

6 months to implement change?

Just slam it in!

If I had a dollar…

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As practitioners we know ITSM…

Improves Services

Reduces operational Costs

Facilitates Business Alignment

Breaks Down Internal Silos

Reduces Risk

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So here is the dilemmaMost folks don’t give a hoot about ITSM!

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Sustainable IT Service Management

IT’s time for a new model for

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What do I mean by a New Model

Business Services

IT Services

Applications

Middleware

Infrastructure

Network

Virtual

Software

Physical

The Services we support

Service Strategy

Service Design

Service Transition

Service Operation

CSI

The ITIL® Lifecycle Model

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The Human model for ITSM implementationHow are YOU thinking about it!

Win the Hearts Build the Plan

Deploy & OperateMonitor & Improve

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Leaders win the hearts and minds

Don’t assume everyone is bought in

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ITSM leaders are…Authentic InspirationalHonest

Listeners Communicators

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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

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Focus on outcomesIn terms that people can relate to

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Winning the hearts

• Leadership is required at all levels, from the top down

• People need to know why, what’s in it for them

• You need to relate to all your stakeholders, in terms that matter to them

• The focus must be on business outcomes, not technical outcomes

• Build the business case

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Build a realistic plan for success

Don’t paint a bulls eye on your back

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Understand where you’re at

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Beware the Big Bang

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We embarked on an “out of the

box” implementation of our

ITSM tool and did a “lift and

shift“ of our current process

into the new software…

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Planning for success

• Assessments are a excellent catalyst for change

• Understand the pain-points and address those in the plan

• Build a realistic plan – don’t paint a bulls-eye on your back

• True leaders are not afraid to push back– avoid the fairytale of “out of the box”,

“lift and shift” & the “big bang”

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Collaborate and take action

Don’t alienate your stakeholders

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Be inclusive and collaborative

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“ 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

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Who Needs to be Involved?

Core Team

S.M.E.’s

Stakeholders

Steering Committee

Level of engagement diminishesLevel of accountability increases

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Taking action

• Collaboration is key to adoption• You can’t build and implement your

processes in a vacuum• Get the right people involved• Stay agile, validate often• Don’t forget to continuously

communicate and educate

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Hold people accountable

Don’t let entropy take hold

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ITSM governance & service delivery

Series1

Actual Service Levels

Desired Service Levels

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

The ITSM program office

ITSM PMO

SME

Communications

Metrics

Design CSI / SIP

Reports

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You need to hold people accountable

VSNew research says it needs to be a combination of both

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

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Taking control of your ITSM program

• Get people involved and vested in ITSM

• Get consensus and hold people accountable for what they agreed to

• Produce evidence that the ITSM program is working and meeting the needs of the stakeholders

• Communicate success in terms that are meaningful to your stakeholders

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In Summary

That requires the application of an integrated model, one that encompasses the emotional, intellectual, action and control aspects of the human condition

To realize benefits one must successfully implement and sustain their ITSM program

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Thank you for attending this session.

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