During my 32 years in Service Management I have seen countless examples of how ITSM has improved business outcomes, So why has process become a bad word? It's because too many ITSM programs have the wrong focus and are stuck in the weeds...learn how to elevate your program and get management buy in!
18. Iām not the only oneā¦
āProcess maturity is a good thing
to focus on and measure, but it is
a means to an end... businesses
care about IT process maturity in
so far as there is a demonstrable
link to improving service
outcomesā.
Gartner Inc.
19. Mapping outcomes to ITSMā¦
Outcomes Requirements Processes Tool & Data
Faster Cycle Time
Request Define DATA
Free up capital for
Fulfillment required to open
new services
Process the incident
Self Service Portal
Incident Define integration
Improve Customer
Management with Active
Experience of IT
Process Directory
āLive Chatā
Support Capability
Improve transition
of new services Screen Design
into production
Satisfaction
Metrics
22. The vendor says no need for process, itās āout of the
boxāā¦.
ā¦It takes too long & it is hard work
We can never get anyone to agreeā¦
...The last project that focused on process failed
We tried to implement ITIL and that didnāt workā¦
ā¦Our management is not supportive
23. The worldās most recognized brandsā¦
ā¦Achieve Business Outcomes through Consistent
Processes
27. Selling starts with inspirationā¦
āStart With Why ā How Great Leaders Inspire
Everyone to Take Actionā ā Simon Sinek
http://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action.html
28. So whatās in it for me?
People need to know whyā¦they
need to know the WIIFM...
29. Everyone has their own perspectiveā¦
The CEO The CIO
Shouldnāt IT just work? How do I demonstrate
Iāve got a business to run that IT is aligned to the
and services to deliver business?
The IT Manager The Technical Staff
I&O is consuming 60% of I havenāt got time for
my budget, I canāt afford process, it just means
an ITSM project more work!
30. The Universal Translator
ITSM
Means
CEO: Better Technician:
Services, Faste Fewer 3AM
r Calls
CIO: Clear Manager:
Proof of Reduced I&O
Alignment Costs
31.
32. Donāt get your mouth washed out with soap!
ā¢ There is a backlash towards ITSM
ā¢ The backlash stems from ITSM programs having the wrong
focus
ā¢ Every ITSM program should focus on meaningful outcomes
ā¢ Meaningful outcomes differ by stakeholder
ā¢ Remember - the worldās best companies know that success
comes from delivering in a consistent repeatable way
ā¢ Process isnāt a bad word, but itās the how, not the why
ā¢ Sell the value of your ITSM program by starting with the
āwhyā & communicating the WIIFM
33. Thank You!
David Mainville
dmainville@navvia.com
Twitter: @mainville