More Related Content Similar to The People Factor In ITSM (20) More from Alejandro Debenedet (13) The People Factor In ITSM1. The People Factor in ITSM
Alejandro E. Debenedet
GuetChu ITSM Director
International Business Relations Director – PeopleCert
Group
Marketing and Chapter Relations Director itSMF
“ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries”
© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
2. ITSM: People ... The Fundamental “P”
PROCESSES
Processes
People
PRODUCTS PARTNERS
© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
3. ITIL: Value creation is about PEOPLE
— VALUE Creation is about Perceptions,
Preferences and Attributes
— Service assets are used to create VALUE
Perceptions
Attributes
Preferences
Resources Capabilities
Value Creation
Value Creation
© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
4. PEOPLE are important
PEOPLE are THE asset
Quote from SS book:
“ The value of people asset is the capacity for
Creativity
Analysis
Percetion
Learning
Judgment
Leadership
Communication
Coordination
Emphaty
Trust
© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
5. Service Oriented Organizations
Attitude
RESISTANCE
Behaviour Culture
© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
6. Attitude
— Feeling or opinion about something or
someone
— Change program means changing people
attitudes
— Cynicism,
— sarcasm
— Passiveness
— Complacency
— Saying yes, doing no
— Usually is non-verbal, body language
— Learn to ¨read¨ them (55% of
interpersonal
— communication goes in the form
© ABC, ABC Cards and ABC Cartoons
belong to Paul Wilkinson and GamingWorks — of language and gestures)
© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
7. Behaviour
• To act in a particular way; actions measured by commonly
accepted standards
It is directly seen and experienced
— Complaning about others
— Avoiding responsibility
— Passing the blame
— Refusing to accept or listen to others
(bad for team work !!)
— Deliberately withholding info or
misscommunicating
— Deliberately delaying activities
— To change behaviour, work on the
RESISTANCE
© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
8. Resistance
— An emotional reaction to change
— Preference for stability and continuity
— Feeling of not being involved, not in
control
— Personal conflicts and rivalry
— Purpose and motives not shared or
wrongly understood
— Only seeing the bad side of change
— Fear of unknow
— Fear of failure
— Lack of tact
— Distrust
© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
9. Culture
• Accepted ways of working within an organization;
the values and standards that people find normal
— Is the most used word in organization change
— But … culture can not be fought out
— It maintains by itself
— Easier seen by third parties (from outsiders) like trainers,
consultants or new employees
— Symbols
— Heroes
— Rituals
— Values
— Talk a lot, let the culture change by itself
— Be prepare for resignations
— Create new heroes
© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
10. ABC and ITIL
© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
11. What to do …
— Get rid of repeat and monotonous work
— Make work more enjoyable
— Communicate, get interested, get involved
— Give the right information with as less as secrecy as
possible
— Include everyone
— One to one discussions
— Get rid of destructive resistance
— Reward, make note desirable behaviour
— Give credit
— Motivate
— Share problem and work on a solution
— TOGETHER
— Celebrate results
© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
12. Excellence in Team Works
— Teams skills are directly responsible for organizational
performance
— Certified members in the team impact directly the
team performance
— 80% of IT managers believe their team requires
significant amount of task-specific skills to perform
their duties
Source: IDC White paper: Value of certification and Organizational
Performance
© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
14. Build your team with the right capabilities
Tailored Gap Expected
Needs/Intake
Activities Adjust Results
© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
15. The value of ITSM certification
Recognition
by Public
sector
Adpotion of
Universities
Value social
learning
environment
International
appeal with
localization
© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
16. Alejandro E. Debenedet
GuetChu ITSM
alejandro.debenedet@itsmfi.org
alejandro.debendet@peoplecert.org
Twitter: adebenedet
Blog: itsmabc.wordpress.com
© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com