Pink Elephant s ITSM Transformation Approach. Translating Knowledge Into Results

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1 Translating Knowledge Into Results Version : 1.0 Date : 2012 Page 1 of 6

2 1 Achieving Results That Matter Achieving results that matter is the ultimate goal of any IT Service Management (ITSM) improvement task or project! Whether your objectives are focused on targeted short-term improvements or your organization has envisioned a full transformation program the building blocks and basic elements for success remain the same. While the scope of your improvement goals may vary from a minor refinement to your Service Desk to the role out of an enterprise wide Change Management process and tool it is critical to always consider the foundational building blocks of governance, people, process and tools. Pink Elephant has learned these critical lessons by assisting hundreds of organizations achieve meaningful results over the last 20 years. Based on this practical experience we have developed a consulting methodology and approach that can be right sized to your organization s goals and objectives. Page 2 of 6

3 2 Pink Elephant s ITSM Transformation Approach Pink Elephant is recognized as the global leader in assisting IT organizations with understanding, defining and delivering effective IT services to their customers. Over the years Pink Elephant has refined our consulting model for assisting organizations large or small in creating and implementing an IT Service Management (ITSM) strategy. We adapt, size and enter at the appropriate point of this model based on your drivers and requirements to support each organization s unique requirements. The Pink Elephant consulting model provides a full transformation lifecycle approach enabling our customers to translate their ITSM knowledge into tangible results. The following lifecycle stage descriptions provide a brief glimpse into how Pink Elephant can support your organization in adopting, implementing and improving your ITSM strategy. The ITSM Program Roadmap consists of five Lifecycle Stages: Strategy The strategy phase is focused on developing a strategy and plans to create value for the business through the delivery of services via ITSM. The objective of this phase of the program is to build a vision and clearly defined set of expected outcomes for the future state. Planning considerations must take into account the integrated and dependent aspects of People, Process, Product and Partner program considerations. Interestingly strategy is the stage where organizations attempt to take shortcuts potentially ignoring this critical step and leap immediately into roadmap planning. The Page 3 of 6

4 integrated perspective of the ITSM roadmap is best defined in the strategy phase. This phase identifies and applies concepts from the Continual Service Improvement Approach as defined in Continual Service Improvement. Applying the first 4 steps of the CSI approach, we define the key strategic objectives create a vision, map, baseline the ITSM current state and carefully consider the organizational change steps needed to change behavior, attitude and culture. This enables an organization to effectively, set priorities and create a plan forward. With a welldescribed strategy in hand we find that organizations are well positioned to achieve the greatest benefits from their ITSM process development and improvement programs. Design/Build The Design/Build phase of the ITSM Program Roadmap is a critical time in the emerging character of the Service Management organization. The Strategy phase provides a clear picture for the ITSM organization structures and roles of the future state. During Design, the ITSM organization translates the strategy and plans into a set of project plans, the necessary requirements for the emerging or improved ITSM services or processes, and documentation of the final process goal state. The deliverables from this stage include high level and detailed process documentation, tool automation requirements, a Process program/project transition plan, program/project/pmo guidance and an organizational adoption plan. Transition The Transition phase is known for a high level of process-related activity and the need for high degrees of collaboration and coordination within and across IT and the business. During the Transition phase, the design is put into motion. Putting into motion refers to the deployment of the process via skills based training on both the new process and configured ITSM tool. Key activities within Transition include: validation and testing to assure that the process and tools will work seamlessly and without flaw when implemented; implementing the various aspects of the Transition plan and preparing the organization for the new reality; defining and testing the implementation plan through pilots; and completing the Transition plan with the organizational rollout. Operation Now is when the process rubber meets the road. The process team has worked hard to prepare the final process for implementation during the Transition stage. The process was implemented via pilots and then an organizational rollout. Establishing governance and controls to ensure management and staff move from the old behaviors and way of doing things to a new behaviors and practices. Continual Improvement No process or service implementation reaches perfection right out of the box. Pink Elephant supports the notion that on a regular basis it is important and critical to monitor process or service performance, compare that performance to established standards and, if there is a significant deviation from actual to desired, make the necessary decisions to improve the process or service performance. Page 4 of 6

5 Continue The ITSM Program Roadmap Completing a cycle of the ITSM Program Roadmap does not conclude the service lifecycle for an organization. As improvements are made, whether to the ITSM processes or individual IT services, a critical success factor for the IT organization is to continue to update the strategic, tactical and operational plans for the ITSM practices and organization based on changing business or regulatory requirements. The dynamics of the business and the environment the business operates within dictates that solutions are never static. There is a continuing ebb and flow of the business, which stress the IT organization to evolve to meet the changing needs of the business. Page 5 of 6

6 3 How Can Pink Consulting Expertise Help You and Your Organization? Pink Elephant provides several defined roles and resources for your ITSM implementation projects. These roles have been designed to provide the right level of experience and advice to your organization and the internal process design teams. Trusted Advisors: Pink s Sr. Consultant provides a trusted advisor role to your ITSM project providing strategic, tactical, and operational knowledge transfer at the right place, at the right time to assist you in achieving your improvement goals. The process advisor is responsible for enabling and supporting project sponsors, process owners, project managers, and internal process teams by providing advice about correct knowledge, methods, and tools bringing to the project the experience of past implementations. To learn more about our consulting services and roles contact us at: Pink Elephant 5575 North Service Road, Suite 200 Burlington, Ontario, Canada Toll Free: PINK or us at info@pinkelephant.com Page 6 of 6