CSI: The #1 Approach to Getting Startedprofessionalprograms.net/downloads/2016_FUSION/PDFs/Session...

SESSION 103 Wednesday, November 2, 10:15 AM - 11:15 AM

Track: The Generalist

CSI: The #1 Approach to Getting Started

Butch Sheets Cofounder/Co-owner,Service Management Dynamix, LLC [email protected]

Session Description

Developing a strategic plan for a service management initiative or any significant undertaking is a critical success factor, and as such, a repeatable and consistent method is essential. Continual Service Improvement (CSI) is a method that can be applied to develop this strategy, and this session will describe how CSI can be used to achieve the organization;s goals and objectives. In this session, Butch Sheets will provide hints and tips for using each element of the CSI approach, as well as a suggested timeline, key stakeholders, and data for each element. (Experience Level: Fundamental)

Speaker Background Butch Sheets is retired from Caterpillar, Inc., where, as the ITSM architect, he was instrumental in their adoption of ITSM best practices in support of their record-setting Six Sigma initiatives. To share his experience, Butch has presented at past itSMF USA annual conferences and is also a lifetime member and past president of itSMF USA.

mailto:[email protected]


LJ ‘Butch’ Sheets

Acknowledgements

• Service Management Dynamix, LLC (SMDx) is a South Carolina based organization, with offices in Rock Hill, SC and Peoria, IL. SMDx is dedicated to delivering high-quality IT Service Management related training & consulting.

• PRINCE2® is a registered trade mark of AXELOS® Limited

• ITIL® is a registered trade mark of AXELOS® Limited

• PMI®, PMP® and PMBOK® are registered trade marks of the Project Management Institute, Inc

• AXELOS® is a registered Trade Mark of AXELOS Limited

http://www.axelos.com/

http://www.axelos.com/

Your Presenter

• Butch is a co-founder and co-owner of Service Management Dynamix, LLC (SMDx), a Rock Hill, South Carolina company, specializing in ITSM related consulting and training.

• Butch is retired from Caterpillar, Inc., where, as the ITSM architect, he was instrumental in their adoption of ITSM best practices in support of their record-setting Six Sigma initiatives. To share his experience, Butch has presented at past itSMF USA annual conferences and is also a lifetime member and past president of itSMF USA.


• Agenda• What is the Approach?

• How is it Used to Get Started?

• Step by Step

• Wrap-Up

ITIL® is a Registered Trade Mark of AXELOS Limited


• What is the Approach? What is the vision?

Where are we now?

Where do we want

to be?

How do we get there?

Did we get there?

How do we keep the

momentum going?

Business vision,

mission, goals and

objectives

Baseline

assessments

Measurable

targets

Service and process

improvement

Measurements and

metrics



•How is it used to get started?• Establishing an understanding of current state

• Assessments – Establishing a Baseline

• Define what is achievable for desired state• The timeframe for planning



•How is it used to get started?• Develop and document a strategy to achieve desired state

• What could be achieved in the agreed time, resource, and quality?

• Develop and establish projects and plans to achieve the strategy• Execute based on strategy





•Step by Step• Set direction (What is the Vision?)

• Possible Outputs• Orientation Worksheet

• Overall organizational vision, mission, and goals• Meaning of the vision, mission, and goals

• Potential contribution to achieving the goals

• Position and role in the organization

• Vision of the potential improvement initiative

• Completed Stakeholder worksheet and mapITIL® is a Registered Trade Mark of AXELOS Limited




•Step by Step•Perform an assessment – (Where are we now?)

• SWOT Analysis• Process, Process-Technology-People, Full



•Step by Step•Perform an assessment – (Where are we now?)

• Questions to consider:• What is not working well today?

• What are the indicators that change is necessary?• Who knows there is a need to change?

• Why didn’t we do this earlier?

• What if our attempt at change fails?

• How much time do we have to change?



•Step by Step•Possible Outputs (Where are we now?)

• Clear understanding of the current state of the improvement

• Baseline measurements and metrics of the current state



• Step by Step• What can be achieved in ‘n’ time – (Where do we want to

be?)• 12-24 months

• Set measurable targets

• Create a roadmap


CSI: The #1 Approach to Getting Started• Step by Step

• What can be achieved in ‘n’ time – (Where do we want to be?)• Questions to consider:

• What will the desired state look like?

• How does the change fit into the overall business strategy?

• What elements of the Desired State (if any) are negotiable during implementation?

• How stable will the Desired State be?

• How will the organization know when it has reached the Desired State?

• How long will it take to reach the Desired State?

• What will stay the same and not change from today?

• What will be subject to on-going change once the solution is deployed?ITIL® is a Registered Trade Mark of AXELOS Limited


• Step by Step• Possible Outputs (Where do we want to be?)

• Description of the desired future state

• The results of a gap analysis

• Prioritized list of improvements with objectives and KPIs• Constraints that may influence what can be improved

• Business case

• Agreement from stakeholders



• Step by Step• What do we do – (How do we get there?)

• Define the program and projects that will be initiated to achieve desired state

• Monitor, measure and track progress

• Produce reporting





• Step by Step• Possible Outputs (How do we get there?)

• Approved action plan, aligned to stakeholders’ requirements for governance

• Understanding of the improvements and the method to reach the expected results

• Completed improvement actions



• Measure the results – (Did we get there?)• Fulfill strategy based on time, quality, and resource

• Questions to consider:• What are the key measures?

• What is the greatest downturn we can accept without hitting a danger point?

• What could happen in the next n months that could impact the measures?

• Who will watch the measures?

• How will we change if we get close to a danger point?



• Possible Outputs (Did we get there?)• Completed and verified results

• Completed benefits review document



•Step by Step•Maintain, Sustain, Improve – (How do we keep the

momentum going?)• Report out on what has been achieved,

• Maintain the gain to ensure sustainability,

• Repeat to identify what is next



•Step by Step•Possible Outputs (How do we keep the momentum

going?)• Firmly established changes from the improvements• Understanding of how to support continual

improvement going forward



• Wrap-up• Having an approach to Service Management is a critical success

factor

• Knowing where the organization is at defines the starting point

• Knowing the starting point will enable an achievable desired state

• Determining the difference will identify what needs to change• Executing the improvements will generate enthusiasm and

benefits for the organization

• Performing the approach over and over can ensure continued improvement and overall success



•Questions/Observations????

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CSI: The #1 Approach to Getting Startedprofessionalprograms.net/downloads/2016_FUSION/PDFs/Session...

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