SESSION 201 Wednesday, November 1, 11:30am - 12:30pm
Track: The Strategist
The Dragon’s Den of ITSM: Justifying ITSM Improvement Projects to Executive Management
David Ratcliffe President, Pink Elephant [email protected]
Session Description
You know your idea will transform the organization and you need the project greenlit. But there are particular nuances when it comes to ITSM projects, since proving its value to the organization can be challenging. So, when approached with a plan that requires valuable resources, like time, money, and tools, what exactly does the executive team expect to hear? We;ve got the answers in this eye-opening session where you’ll learn how to address all the risks, benefits, and success factors that are critical to getting your boss’s approval. Get the inside scoop from a senior executive in a global IT services organization as he dishes on the key criteria you’ll need to make your CEO, CFO, and CIO an offer they can’t refuse.
Speaker Background
David is co-founder and President of Pink Elephant Inc., the premier global training, consulting and conference service provider. After working for 12 years in corporate IT, David began consulting and training in 1986 as a protégé of Malcolm Fry in the UK. The next year he led a team of consultants who contributed to the first version of the ITIL framework. Since then he’s been recognized as one of the industry’s foremost IT Service Management visionaries, advocates and leaders – delivering the very first ITIL Foundation course in North America in 1997. As a prolific blogger, industry commentator and speaker, David offers insightful and practical solutions to real-life issues in the areas of IT leadership and ITSM. David was recently named one of the “Top 25 Industry Influencers In Tech Support" by HDI. He’s quoted as saying “There’s so much theory and dogma about – it’s almost suffocating! I can promise everything you hear from me will be real-life, practical and relevant!”
The Dragon’s Den Of ITSM!Justifying ITSM Improvement Projects
To Executive Management
David Ratcliffe
President, Pink Elephant
1. My assumptions about you and about “ITSM ImprovementProjects”
2. What does a “good” IT project look like?
3. The “No-Brainer” IT Project
4. What are the critical success factors?
5. Introduction to the Dragon’s Den of ITSM
6. Presenting your proposal
7. Next steps
Agenda
You Feel Like You Don’t Get No Respect!
IT’s Reputation: Often does not understand business objectives and
priorities
Is too slow to respond to new demands and requirements – “Maybe next year!”
IT projects always seem to be behind schedule and/or over budget
IT people think “technology” and not “business”
So: Increasing trend is to by-pass internal IT for
external options – “consumerization of IT”
The business sees an opportunity to take control, get a faster and cheaper solution
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ITSM Improvement Projects?
1. Create a Service Catalog
2. Document processes
3. Implement a “new” process
4. Train/certify IT staff
5. Implement a new ITSM software tool
6. Build a Configuration Management Database (CMDB)
7. Conduct an ITSM process maturity assessment
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A “Good” ITSM Improvement Project
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The “No-Brainer” Project
1. Improves business results
2. Saves money (or increases revenues more than any cost increase)
3. Can be implemented quickly and easily
4. No risks!
Sounds straightforward, but
“the devil is in the details”.
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Dragon’s Den Of ITSM Approvals
The CEO Dragon
The CFO Dragon
The CIO Dragon
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The CEO DragonFocus is on business objectives.
Do you know your current business objectives?
If not, where can you find out?
Make reference to specific business objectives in your proposal
Describe how the outcomes of your ITSM project will enable the business objectives
BE SPECIFIC!
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The CFO Dragon
Focus is on revenues and costs.
Make sure you know how much your project will cost
Be realistic when estimating costs
If the costs cannot be contained by the current budget – make sure there are very specific and achievable business benefits
BE SPECIFIC!
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The CIO DragonFocus is on IT resources and risks to IT performance and image.
Explain who will do the work
Explain what tools and resources will be needed
Explain how much time will be needed
Explain the potential impact on other projects
BE SPECIFIC!
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Checklist Of Critical BUSINESS Questions
1. WHAT is this project?
2. WHY should we do this project?
3. WHY should we do it NOW?
4. WHAT are the risks of proceeding with this project?
5. WHAT are the risks of NOT proceeding with this project?
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Checklist Of Critical FINANCE Questions
1. HOW much will this project cost?
2. HOW much will this project contribute?
3. HOW will this project affect our budget?
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Checklist Of Critical IT Questions
1. HOW will we execute this project?
2. WHAT is the priority relative to other work?
3. WHO will need to be involved?
4. WHO will need to be consulted?
5. WHO will need to be informed?
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Presenting Your Proposal
1. Begin by describing the business objectives
2. State how this project supports and enables the business objectives:
Clearly list the positive outcomes
Be specific!
3. Describe the project plan with key components and costs
4. Identify any risks (be honest!)
5. Re-cap how the outcomes will generate valuable benefits
6. Ask for approval to proceed
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Remember!
Executive Management wants to know:
Business impact
Financial impact
IT impact
And don’t ever forget!
Good ITSM is not about implementing processes to establish “best practices”.
It’s about continually improving processes to create more business value.
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What Do I Do Tomorrow?
1. Verify your business objectives:
Talk about them with your team
How are activities DIRECTLY supporting the business objectives?
2. Verify that current ITSM projects are addressing all the Executive Management requirements
3. Read blog article by Troy DuMoulin: “Fit For Purpose ITSM Processes”
4. Follow my advice for your future ITSM improvement projects –and let me know how it works out!
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Questions & Follow-Up
David Ratcliffe
www.twitter.com/pinkerdavid
https://www.linkedin.com/in/david-ratcliffe-3a168484/
The Dragon’s Den Of ITSM! © Pink Elephant, 2016. All Rights Reserved.
www.pinkelephant.com
www.twitter.com/pinkerdavid
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