Session 608 Tuesday, October 22, 2:45 PM - 3:45 PM Track: Industry Insights

Transcription

1 Session 608 Tuesday, October 22, 2:45 PM - 3:45 PM Track: Industry Insights Can Large Transformation Projects Work? Isabelle Baird Manager, Technology Consulting, PricewaterhouseCoopers LLP isabelle.baird@us.pwc.com Session Description PricewaterhouseCoopers is working with a top-ten global financial services company to design and implement a three-year ITSM transformation program that will deploy and/or mature fifteen different processes, functions, and supporting technologies across the enterprise. This program was developed to support a business growth strategy, address regulatory compliance concerns, and improve the maturity of the IT delivery model. With the program approaching the end of its second year, it s time to ask an important question: Can large ITSM transformation programs really be successful? In this session, Isabelle Baird will share some candid lessons learned, focusing on the program s structure, organizational and technology design, process development, metrics, critical success factors, and the human element. (Intermediate) Speaker Background Isabelle Baird is a manager at PricewaterhouseCoopers. She has more than fifteen years of experience in ITSM, both as a process owner and a manager, and she specializes in leading multidisciplinary projects and organizations while emphasizing the importance of planning, customer satisfaction, and effective communication across all levels.

2 Can Large IT Service Management Transformation Programs Really Work? 1 Agenda Introduction Session Overview Case Study: A need for change & current state Critical Success Factors Case Study: Lessons learned Summary 2

3 Introduction Isabelle Baird ITIL v3 Expert, MBA 15+ years ITSM experience as process owner, functional team manager, and consultant Currently working with PwC clients to plan and execute IT Service Management improvement projects as both project manager and as subject management expert 3 Session Overview Can large ITSM transformation programs really be successful? Of course! But how challenging and how successful will depend on you In this session we will: Consider a large ITSM transformation program in progress Discuss 4 critical success factors and lessons learned during this program (so far) Audience: program managers & functional leaders contemplating/currently executing ITSM transformation initiatives 4

4 Case Study A Need for Change Company: A top 15 global bank & financial services company (name withheld) Operational efficiencies Need for Change Change 30-yr old model Several factors lead IT leaders to establish a large 3-year ITSM transformation program Enable M&A Improve customer service & delivery Compliance issues Antiquated systems Past project failures 5 Case Study Current State ITSM Transformation Program Scope & Progress So Far Completed: IT Asset Management Change Management Incident Management Release & Deployment Management Service Desk Supplier Management In Progress: Configuration Management Information Security Management Quality Management & Testing Service Catalog Management Planned: Availability Management Capacity Management Event Management Problem Management Service Level Management 6

5 Critical Success Factors Key points to keep in mind 7 #1 - Plan for the Long Term Before starting a project, take the time to develop a long term strategic plan that aligns to your business & IT priorities Business Objectives IT Objectives Spend more time figuring out what you want, less time on industry comparisons (metrics & staff) Don t try to achieve end state earlier than necessary Include dependencies in your plan Build a solid foundation that you can continue to develop in the future Allow your strategic plan to drive your project scope and decisions, including the timing & order of process implementation 8

6 #2 - Remember the Basics Project Management 101 Complete Assessment Organize Detailed planning Quick Wins Don t let the simple stuff impact your project! Project Funding Prioritize Initiatives Manage Scope Stakeholder Management Issue & Risk Management Communicate Leadership Get the Right Resources Clearly Defined Outcomes Standard Approaches & Templates Reporting Measures of Success 9 #3 - Rules vs. Tools Pick your approach up front & stick to it: Fit process to tools Fit tools to process Lessons learned (using leading COTS solution): Select a tool and integration partner to support not only implementation, but also future integration & growth Really understand the out-of-the-box tool before designing process, configurations, and customizations Save time and money: make sure you get solid vendor documentation for testing and training OOB reports are rarely good enough 10

7 #4 - Respect the Change Respect that you re asking people to change their: Organization & leadership Communication methods & language Roles & responsibilities Ways to get things done every day Plan for change from the beginning: Assign a great communicator to the role: Organizational Change Lead Reality: Some people just won t change no matter what you do. Identify how you re going to deal with this early with senior leadership. Take time to understand the what and why of the current state so you know where to focus Include IT Audit and Security as stakeholders The process team that is changing must participate in the project Invest in training Buy the books 11 Case Study Lessons Learned Results: So far, the projects are completing on budget/scope/time and the organization is adapting to the changes in process. Additional lessons: PMO Rules - May require additional time / expense than you would expect Team Mutiny What do you do when the entire process team refuses to support the change? Politics Conflicting priorities for the same resources and alternate agendas can cause unexpected issues and risks Decisions Key players must have the authority and ability to make timely decisions Humor An amazing tool for any project! Ease resistance to change and encourage participation with fun & humor every day 12

8 Summary Can large ITSM transformation programs really be successful? Of course they can! But how challenging and how successful depends on you. Apply these 4 key lessons learned and you ll be well on your way to a successful ITSM transformation. 13