SESSION 806 Friday, November 3,10:15am - 11:15am Track: Improving Service Management

Transcription

1 SESSION 806 Friday, November 3,10:15am - 11:15am Track: Improving Service Management Getting Out of the Rut: 4WD for Service Management Chuck Wysocki Service Management Evangelist, Track Chair wtwind@hotmail.com Mary West Senior Service Management Practitioner, mwest2@coca-cola.com Session Description Has process improvement stalled after leadership changes in your organization? Has your service management program taken a back seat to the latest industry buzzwords? Are you concerned about funding for your program (even the service management office itself)? Join us for a frank discussion about the ebbs and flows of visibility and executive support that service management professional s experience. We ll examine some of the bad press traditional ITSM practices get, help you recognize signs that your service management program may be at risk, and offer practical suggestions for re-energizing sponsorship and rejuvenating your service management program. Speaker Background Chuck Wysocki is a business and service management process expert with more than twenty years of experience as a practitioner and consultant. In addition to business process improvement, he has expertise in delivering business and IT service solutions supporting the retail, automotive, distribution/logistics, healthcare, and pharmaceutical industries. Chuck has led teams of business, technical, and project management specialists to develop and support complex enterprise services. Chuck is an ITIL Master and Six Sigma Black Belt. Mary West has more than fifteen years of experience in service management as a director of service management office and global ITSM process lead at two Fortune 50 companies (healthcare and food & beverage). Mary has led multiple service management transformation efforts and rolled out processes in all four ITIL process streams. She brings realworld experience and passion for service management leadership in IT improvement efforts.

2 Session 806: Getting Out of the Rut: 4-Wheel Drive for Service Management Speakers Mary West Senior Service Management Practitioner Mary West has more than fifteen years of experience in service management as a director of service management office and global ITSM process lead at two Fortune 50 companies (healthcare and food & beverage). Mary has led multiple service management transformation efforts and rolled out processes in all four ITIL process streams. She brings real-world experience and passion for service management leadership in IT improvement efforts. Chuck Wysocki Service Management Evangelist Chuck Wysocki is a business and service management process expert with more than twenty years of experience as a practitioner and consultant. In addition to business process improvement, he has expertise in delivering business and IT service solutions supporting the retail, automotive, distribution/logistics, healthcare, and pharmaceutical industries. Chuck has led teams of business, technical, and project management specialists to develop and support complex enterprise services. Chuck is an ITIL Master and Six Sigma Black Belt.

3 Agenda Service Management Timeline, History, Recent Changes Recognizing Where You Are 6 Strategic Goals to Advance (or maintain) Summary & Next Steps Questions Service Management Governance Pendulum Governance Drivers Y2K SOX PCI HIPPA C Extreme Position B Extreme Position A Mean Position Where is Middle Ground? Innovation Drivers Retail mentality Distributed computing Cloud computing DevOps Agile

4 Most Recent Years IT Service Management in general has seen exponential change over the last few years. From Centralized Command and control To Delivering dynamic and continuous business outcomes in a engagement, delivery and learning approach that empowers customers Process focus Service focus Siloed End to end impact Diagnostics of Your Situation ON TOP of the HILL? Trending Up or Down? DEFINITE RUT? Hints of a Problem or Symptoms: Not getting the funding support you need? Not a priority for service mgmt. improvement initiatives, other topics like DevOps, Agile,. Lack of interest for process, governance and controls for compliance Lack of leadership support for team resource promotions, expansion, or recognitions Lack of inclusion within high priority projects where you should be, e.g. Cloud, Security, Customer experience Pigeon holed within Operations only organizationally bound Leaders quoting industry specialist statements like, ITIL is dead Root Cause: Leadership Change(s) Priority and/or Approach Change(s) Organizational Shift(s) Misunderstood Tool Misperceptions Other?

5 Where Are You? Challenge Spectrum ON TOP of the HILL Trending Up or Down DEFINITE RUT Sustainability Continue Upward/Turning Around Rebound How Do You Assess Where You Are On The Challenge Spectrum? Your Organization Your Program/Team You!

6 Quick Assessment- Where Am I? Yes = 10, No = 0, Not Yes or No = 5 1. Service Mgmt is within the top 10 business priorities for your CIO 2. My CIO understands and strongly supports Service Mgmt and my team AND/OR PROGRAM 3. My Service Mgmt team is a key participant in at least 3 of the CIO s top priorities 4. My Service Mgmt team has a minimum of 3 executive level business partners 5. My Service Mgmt team is well positioned organizationally to influence direction 6. My Service mgmt. team has the current & relevant skills and capabilities to meet business needs 7. My Service Mgmt team aligns it s vernacular with the latest trends 8. I have a seat at the table and participate in business planning, strategy and direction 9. I have the influence to develop, expand, reward and promote my team 10. I am confident that I will be able to persuade and implement conference learnings YES NO Total Points Realistic Analysis of Your Assessment Findings & Challenges ON TOP of the HILL (70-100) Trending Up or Down (40-70) DEFINITE RUT (0-30) Sustainability Continue Upward/Turning Around Rebound Identify Top Strategies & Goals based on your specific challenges Develop and Implement your Tactical Action Plans

7 Leadership to Success (Kicking into 4 Wheel Drive) 1. Come to the table with a Customer-Centric Mindset 6 Key Strategic Goals 4. Redefine your Role and Value Proposition 2. Think and Act Bigger Picture 3. Build and/or Expand Alliances 5. Being Flexible around New 6. Activate & Measure your Success 1. Come to the table with a Customer-Centric Mindset Align with business with/through your IT Business Service Mgrs. and/or Design Leaders Listen and respond to business user needs. Examples: o User experience needs o Minimum Viable Product o 80/20 rule with improvements o Agile and automated Change Mgmt

8 2. Think and Act Bigger Picture Align with IT service strategy & planning partners- Bring the ideas to the table! o Service owner partnerships o Strategic roadmap alignment o Program management office alignment o Finance service costing alignment Thinking Company wide vs. IT Only o Company portal for company o Service management for HR, IT, Facilities, Marketing Participate in Forums (Pick the relevant ones) o Internal: Women s forums, business management, sports forums o External: itsmf, cloud, SAP, security, HR, etc. 3. Build and/or Expand Alliances Key Alliance Opportunities (Internal): o o o o o External: Help Desk/Service Desk Corporate Information Security (Critical Incident Mgmt) Application Development (DevOps) Application Support Cloud Migration o Industry Best Practice Sharing o Industry Alliances o Industry Research

9 4. Redefine your Role and Value Proposition Adopt and use the new vernacular Re-evaluate your team s value-add roles Re-tool with the right skillsets 5. Be Flexible Around New Think beyond operations management Service management needs across all services Customer service for all tiers and functions Be the business owner, not the tool owner Be open to new tool assessments Integration of ITSM with new trends

10 6. Evaluate How You Measure Success Determine how to measure success for your organization Measure what matters to the business Summary & Next Steps Be realistic about Where You Are Top of the Hill, Trending Up/Down, In a Rut Build a strategy to Stay on Top Customer Centric Think and Act Bigger Picture Build and Expand Alliances Redefine Your Role and Value Being Flexible around Tool Assessment Evaluate How you Measure Your Success Activate the Plan Be a Success Story!

11 Keeping your Headlights on- Self Assessment at least 2x s a year Re-evaluate your Service Mgmt Office strategy Assess your weaknesses, strengths, opportunities and threats Seek honest feedback from key stakeholders and customers Check out what industry specialists saying Evaluate your tool offering Compared to other cloud platforms Perception from a customer experience perspective Assess where you and your service mgmt. services are in leader s priorities How are your performance metrics doing, perceived and reviewed by leadership