TFT13 Matt Beran Freedom: How your culture directly impacts your ability to deliver

Enabling IT Performance SM

Freedom

How your culture directly impacts your

ability to deliver.


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What is freedom?

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Standard and Case – IT Skeptic

• Standard

– Known

– Repeatable

– Inputs/Outputs

– Queue based

– Hourly

– 8-5

– Controlled

– and directed

• Case

– Unknown

– Unique

– Goal oriented

– Assignment based

– Ad-hoc, as needed

– 24x7

– Freedom and

flexibility

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WITH GREAT POWER COMES

GREAT RESPONSIBILITY

Respect breeds trust, trust allows power, power influences

commitment, commitment means shared goals and objectives.

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How to manage freedom

Policy and Guidelines

• Provide general

boundaries

• The line of no return

• Set expectations for when

trust is gone or goals

aren’t met.

• A policy isn’t a policy

without teeth. Review and

exercise it often.

• Case review

Procedure

• Align to controls

– Goals

– Business value

– Cost

People

• Hiring adults that can act

like adults

• Managing by outcomes

• Self-starters

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Benefits

Freedom to excel

• Your workaholics and

productivity pros will

leverage better tools

everyday.

• Their excitement and

productivity will spread to

their team(s) and

contacts.

Downstream impact

• Trust in your team

• Trust within your team

• Greater organizational

communication and collaboration

• Common complaints are

addressed quickly

Next actions • Give access and tools

• Develop policy with specific

examples and consequences.

• Continue to work

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Source: http://richarddennison.wordpress.com/2008/06/02/hierarchy-v-network/

- Richard Dennison

To the source!

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http://richarddennison.wordpress.com/2008/06/02/hierarchy-v-network/






Hands on keyboard (HOK) benefits

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Better tools mean better results.

“You don’t want a professional plumber using

your tools, do you?”

-Chris Dancy ITSM Weekly Podcast


• Everywhere

• Good culture – Open to new ideas and trying new things

– Accountability and responsibility in a failure that everyone learned from is to be

rewarded

– Don’t waste the learning though, it must be cultivated and communicated.

• Good mix of people that prefer flexible and inflexible

work (match workload)

Myths

• Doesn’t work well with highly compliant industries

• This means my employees will take advantage of the

system

Where does this work

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• Focus on core business alignment, If the company is:

– Innovative

• Empower people to take chances

• Forgive mistakes; learn from them

– Caring/Giving

• Remove automation with low ROI

• Give tasks and communications a personal touch

– Customer focused

• Innovate technology to enable solutions to what the customer needs

• Make communication effortless

– Investor focused

• Design for auditability

• Reward transparency and goal tracking

• Attention to finance

‘How work is done’ aligns to your

culture.

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• Be the change you want to see

– Be human first, a co-worker second, and a leader third

– Grow and inspire yourself to grow and inspire others

– Hire really good people that can learn

• Treat people as you would like them to treat others

– Be mindful

– Always be present

– Attention is valuable, give and take it wisely

• Briefly describe your end goal.

• Model your behavior to match

• Begin to expect others to match

Great, how does culture change?

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• Promote a culture of inclusion

• No idea is a bad idea

• InfoSec and contract review process is critical to success

• Use financial and resource restrictions to manage

timeline aggressiveness

• Give your employees a voice, listen and understand

frustrations and assign responsibility to address

frustrations

• Watch what people are passionate about and allow them

realize their own potential

What does this mean to IT Service

Pros

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Matt Beran @mattberan #TFT13

[email protected]

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Thank you for your attention!

PLUS!

The Standard+Case Approach http://www.basicsm.com/standard-case-book

http://ow.ly/kL0e9

Free e-book!

“Culture Development – A Fundamental

Responsibility of Executives”:

TFT13 Matt Beran Freedom: How your culture directly impacts your ability to deliver

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Transcript of TFT13 Matt Beran Freedom: How your culture directly impacts your ability to deliver