Steven Horvath. Differentiating ITSM with Transformation. CTO/Practice Lead

Transcription

1 Differentiating ITSM with Transformation Steven Horvath CTO/Practice Lead 2015 Linium. All rights reserved. Reproduction, adaptation or translation of this document is prohibited without prior written permission of Linium.

2 Fast Facts Experience Strategic, Tactical Delivery, and Training experience on multiple platforms and technologies Innovative Named to Inc. 500 l 5000 Fastest Growing Private Companies 2 Years Running Capable Linium & Xerox teamed up to create SchoolHub, the winning application of the 2014 ServiceNow CreateNow Hackathon Diversity Experience with ITSM, ITAM, PPM, ITFM, CMDB, Service Catalog, GTC as well as deep partner expertise Organizational Change ROI begins ONLY after adoption! Key to customers consuming and then buying more! Proven Celebrating 15 Years+ of Customer Success and Excellence Experts 500+ Highly-Skilled Consultants Conducting Business across North America Successful More than Customer Engagements with a 4.85 out of 5 Excellence Rating Innovative Named to Inc. 500 l 5000 Fastest Growing Private Companies 4 Years Running

3 Forrester Research recognized Linium as a leader in providing IT Service Management (ITSM) implementation services through The Forrester Wave : North American ITSM Implementation Services Providers, Q In this report, Linium received: Highest score in strategy Highest score possible of 5.0 in scope of offerings Solid client feedback scores Figure 6 - The Forrester Wave : North American ITSM Implementation Services Providers, Q The Forrester Wave TM is copyrighted by Forrester Research, Inc. Forrester and Forrester Wave are trademarks of Forrester Research, Inc. The Forrester Wave is a graphical representation of Forrester s call on a market and is plotted using a detailed spreadsheet with exposed scores, weightings, and comments. Forrester does not endorse any vendor, product, or service depicted in the Forrester Wave. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change.

4 Agenda Introduction What is Transformation Case Study How to Get Started Q&A

5 What is Transformation?

6 What are the Biggest Challenges to a Transformational Project??

7 What are the Biggest Challenges to a Transformational Project? Timeline On-scope/budget delivery Business sponsorship Organizational Readiness We don t know what transformation means 14% 33% 33% 52% 10%

8 The IT Organization Project Delivery IT Service Management Procurement Security Mobile Operations IT Asset Management Social The Cloud Compliance Big Data Automation

9 The IT Organization

10 Transformation Empowering the business to be More efficient More effective Business Efficiency Enabling the Platform for Opportunity Business Effectiveness Empowering the Business and Providing the Strategic Guidance Needed for the next Killer App

11 Transformation: having the right perspective From To Current State People Process Technology Individual Goals Department Focused Department Results My Business Unit The Mission What is our focus? Core Competencies What should we do? Perspective How do we deliver? Involvement Who should be engaged? Company Results Enterprise Vision Enterprise Value Cross Functional Future Envisioned State Mission Focused Business Aligned Strategic Reactive & Tactical Cost & Risk Tolerance When & How to deliver? Proactive & Strategic Growth- Oriented

12 ITSM Transformation Marketing Finance Sales HR It s about focusing on the business Cultural Adoption Process Alignment Technology Platform

13 ITSM Transformation Create a Sense of Urgency Create a Climate for Change Guiding Coalition Establish the Vision Engage and Empower the Entire Organization Communication Empower Action Short-Term Wins Implementing and Sustaining Change Measure your Outcomes Build on the Change Adapted from Kotter s Eight Steps of Change

14 Transformation: Common Risks Attaining Project Consensus Avoiding Lift and Shift Operational Process Alignment Launch Success Organizational Adoption

15 Enterprise Readiness: the secret to adoption Align Define Engage Perform & Transform Kick-off Workshop Communications Engagement Pack Readiness Assessments Discovery Messaging Matrix Training Needs Analysis 101 Training Evaluate Process & Platform Training Performance Support & Management Celebrate Success Re-Plan Program Identity Plans Transition 15 Engagement LAB Deliver Ongoing Communications Tackle Corrective Actions

16 ITSM Transformation Risks Attaining Project Consensus Avoid Lift & Shift Operational Process Alignment Organizational Adoption Launch Success Initial Planning Mo 1 Mo 2 Mo 3 Mo 4 Mo 5 Mo 6 usiness Executive Visioning Clear Vision Statement Business Goals Executive Sponsorship Project Review & Alignment Tech. Process Procure Toolset Current Baseline Roadmap Future State Design Agile Iterative Sprints: Workshops & Requirements Gap Analysis Iterative Workshops / Agile Tool Design QA & Training Launch Metrics & KPI Measurement Steady State Define Next Phase Culture Build the Message Comm. Plan Guiding Coalition Campaign Plan & Execution Iterative Workshops / Requirements Campaign Marketing Tool Familiarity Launch Party Lessons Learned

17 ITSM Transformation Marketing Finance Sales HR Service Desk

18 Imagine IT. Vertical Powered Focus on the Business Custom Applications or Services that can be Resold or Bring High Value to Create/Sustain Revenue Streams For Our Customers. Customers. Regulatory Compliance M & A Infrastructure Consolidation Innovate IT. Client Security Integrations Enterprise Support Portals & Applications Generating & Sustaining Revenue Streams Go-To-Market App (Quote-To-Cash) Mission Critical Custom Business Apps That Empower The Business To Grow & Support Customers Grow IT. Customer Onboarding App & Support Portal Acquiring, Supporting & Retaining Customers/Business Marketing Finance R & D *Ideation Centralized Business Services and/or Apps Via an Enterprise Portal Ops Extend IT. Facilities Sales HR *Portal Safety *Accident Empowering The Business Enterprise Service Catalog Build IT. Automate IT. Expose IT. Govern IT. Mature It. People. Incident Self-Service Catalog PPM Demand Process. Technology. Problem Change Knowledge Request Orchestration Discovery Social Mobility Analytics Mapping ITFM ITAM SAM Vendor GRC Keeping the Lights On A User Centric Service Platform To Power The Enterprise

19 Horizon BCBSNJ Case Study

20 How Customers are Approaching ITSM Transformation Taking ITSM to a New Level at Horizon BCBSNJ Intuitive Service Portal & Service Request Catalog Streamline all IT-related requests: On-boarding a new employee, resetting a password, etc. Baseline Platform for longterm scalability

21 Horizon BCBSNJ s Story

22 Challenges & Drivers

23 Requesting IT Services IT Dazed HAS TO and BE Confused! EASIER!

24 Requesting IT Services Department of NO Stand in Line So Hard Go Home No Help Desk IT Zeroes IT Doghouse Infrastructure Custodian Waste of Time

25 Unified Service Request Solution One-Stop Shopping Open to the Entire Customer Base (user population) Consistent Branding on all IT Service Requests Define and Publish Services Delivery Targets Allow Self-Service for Status Inquiries IT Service Delivery Transparency Enable Mobile Support

26 Enhancing the Customer Experience Simplified Customer Requests Standard Approval Process Optimized Process through Workflow Automation Process Transparency of Service Delivery Metrics Enterprise Solution Offering

27 Accomplishments

28 The Catalog

29 The Results Operational Efficiency 30% reduction of request calls to Service Desk TCO swap, but sunset opportunity with tremendous savings as legacy systems are retired moving forward Effectiveness & Improvement Automation of Standard Service Requests 15% reduction of the Request Fulfillment Cycle 30%-50% reduction of the data entry duration Communication & Relationship Client Satisfaction measured & improved Improved image of IT Improved transparency of IT

30 The Future

31 ITSM Beyond IT Facilities Management People Management External Customers Vendor Management Contract Management Service Catalog started as an IT window into the enterprise, but is quickly extending value into other areas of the organization, which creates enormous opportunity for efficiency and growth.

32 Key Takeaways Business Focus Process Understand Both Processes and Platform People End-User Experience and Improve Satisfaction Technology A view of ITSM with other Business Units Beyond IT

33 ITSM Transformation..How do we get there? Define the Achieve Start with an Roadmap and Organizational Attainable Vision Strategy Alignment Demonstrate wins

34 ITSM Transformation Marketing Finance Sales HR Self-Help Knowledge Service Catalog Orchestration Service Desk Event Management Password Reset The Brand of IT

35 What s Next?

36 What s Next? Assessment Road Mapping Executive Visioning For more information: Contact me: Steve@Steven-Horvath.com

37 Questions? Ask Away - We ve Got the Answers Steve@Steven-Horvath.com linkedin.com/in/stevenhorvath Phone: (630)

38 OCM the secret to adoption Expand enterprise support with Linium s Envisioning Workshops Executive Vision Strategy Envisioning Workshop Management Vision Process Practitioner Vision Client Vision Platform Service High Value Understanding Internal Trust & Effectiveness 38 The alignment workshop is a minimum of 4 hours maximum of 8 hours for 12 to 20 people.