how to implement itsm as a program in the real world
TRANSCRIPT
How to Implement ITSM as a Program
in the Real World
Presented by: Peter Hubbard,
Pink Elephant EMEA
Pink Elephant EMEA Ltd
Think Differently. Think Pink
© Pink Elephant, 2015 All Rights Reserved.
ITIL® is a Registered Trade Mark of Axelos
Introduction – Peter Hubbard
Principal ITSM Consultant
Worked in ITSM for 17 years
Regular speaker at industry events
Worked in all sorts of organisations, large and small.
City of London
© Pink Elephant, 2015 All Rights Reserved.
ITIL® is a Registered Trade Mark of Axelos
Top tips – before we start….
1) Pick the areas that offer the biggest value first.
2) Run it as a project NOT BAU!
3) The ITSM toolset is the most visible part of ITSM but
don’t let the tail wag the dog
4) The process design and tool configuration feed off of
each other
5) Process design changes everything. Be ready
6) Remember that people are not robots.
7) The first thing that will happen is that things get
worse, or at perceived too. Be ready!
8) Your changing your organisational culture. It’s the
hardest thing to do. Take it seriously
You MUST support business value….visibly!
3
© Pink Elephant, 2015 All Rights Reserved.
ITIL® is a Registered Trade Mark of Axelos
Defining ITSM - The Four Ps
People
Partners/Suppliers
Products/TechnologyProcesses
© Crown copyright 2011 Reproduced under license from OGC Figure 3.3 Service Design 3.1.5
© Pink Elephant, 2015 All Rights Reserved.
ITIL® is a Registered Trade Mark of Axelos
Continual Service Improvement Model
What is the Vision?
Service & Process
Improvement
Measurable Targets
Baseline
Assessments
Where do we want to
be?
How do we get there?
Did we get there?Measurements &
Metrics
Business Vision,
mission,
goals and objectives
Where are we now?
How do we keep
the momentum
going?
© Crown copyright 2007 Reproduced under license from OGC. Figure 3.2 Continual Service Improvement, page 30
© Pink Elephant, 2015 All Rights Reserved.
ITIL® is a Registered Trade Mark of Axelos
A good vison acts as a guide
"Would you tell me, please,
which way I ought to go from
here?“
"That depends a good deal
on where you want to get to,"
said the Cat.
"I don’t much care where--"
said Alice.
"Then it doesn’t matter which
way you go," said the Cat.
6
© Pink Elephant, 2015 All Rights Reserved.
ITIL® is a Registered Trade Mark of Axelos 7
Technology Focus
Customer Focus
Business Focus
Value Network Focus
LOW
HIGH
Role Of IT/IS In The Organization
Infl
ue
nc
e O
n T
he
B
us
ine
ss
IT is perceived as an internal
business partner
IT customers are the customer of
the organization
IT has a single strategy and is focused on the
customer, but is perceived as an external
supplier
IT is focused on the integration and delivery of end-
to-end IT services (business solutions)
IT is focused on technology, infrastructure and applications are
treated as separate and largely unrelated domains
Service Focus
The Changing Role For IT
© Pink Elephant, 2015 All Rights Reserved.
ITIL® is a Registered Trade Mark of Axelos 8
Technology Focus
Customer Focus
Business Focus
Value Network Focus
LOW
HIGH
Role Of IT/IS In The Organization
Infl
ue
nc
e O
n T
he
B
us
ine
ss
IT is perceived as an internal
business partner
IT customers are the customer of
the organization
IT has a single strategy and is focused on the
customer, but is perceived as an external
supplier
IT is focused on the integration and delivery of end-
to-end IT services (business solutions)
IT is focused on technology, infrastructure and applications are
treated as separate and largely unrelated domains
Service Focus
The Changing Role For IT
Operational
© Pink Elephant, 2015 All Rights Reserved.
ITIL® is a Registered Trade Mark of Axelos 9
Technology Focus
Customer Focus
Business Focus
Value Network Focus
LOW
HIGH
Role Of IT/IS In The Organization
Infl
ue
nc
e O
n T
he
B
us
ine
ss
IT is perceived as an internal
business partner
IT customers are the customer of
the organization
IT has a single strategy and is focused on the
customer, but is perceived as an external
supplier
IT is focused on the integration and delivery of end-
to-end IT services (business solutions)
IT is focused on technology, infrastructure and applications are
treated as separate and largely unrelated domains
Service Focus
The Changing Role For IT
Operational
Tactical
© Pink Elephant, 2015 All Rights Reserved.
ITIL® is a Registered Trade Mark of Axelos 10
Technology Focus
Customer Focus
Business Focus
Value Network Focus
LOW
HIGH
Role Of IT/IS In The Organization
Infl
ue
nc
e O
n T
he
B
us
ine
ss
IT is perceived as an internal
business partner
IT customers are the customer of
the organization
IT has a single strategy and is focused on the
customer, but is perceived as an external
supplier
IT is focused on the integration and delivery of end-
to-end IT services (business solutions)
IT is focused on technology, infrastructure and applications are
treated as separate and largely unrelated domains
Service Focus
The Changing Role For IT
Operational
Tactical
Strategic
© Pink Elephant, 2015 All Rights Reserved.
ITIL® is a Registered Trade Mark of Axelos
Service Lifecycle Processes
SERVICE STRATEGY
Strategy Management For
IT Services
Service Portfolio Management
Business Relationship
Management
Financial Management For
IT Services
Demand Management
SERVICE OPERATION
Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management
Functions
Service Desk
Technical Management
IT Operations Management
Application Management
SERVICE DESIGN
Design Coordination
Service Catalog Management
Service Level Management
Availability Management
Capacity Management
IT Service Continuity Management
Information Security Management
Supplier Management
SERVICE TRANSITION
Transition Planning & Support
Change Management
Service Asset & Configuration
Management
Release & Deployment
Management
Service Validation & Testing
Change Evaluation
Knowledge Management
CONTINUAL SERVICE IMPROVEMENT
Seven Step Improvement
© Crown copyright 2011
Reproduced under license from OGC
Figure 1.1 Service Strategy
© Pink Elephant, 2015 All Rights Reserved.
ITIL® is a Registered Trade Mark of Axelos 12
5) Value Chain Focused Service Strategy
Service Portfolio Mgmt.
4) Business Partner Focused Financial Mgmt (costing and charging)
IT Service Continuity Mgmt. (Integrated with Bus Cont)
Demand Mgmt.
Transition Planning and Support
3) Business Customer Focused Service Portfolio Mgmt. (CSI Focused)
Financial Mgmt. (service based costing)
SLM (Business Relationship Mgmt.)
Service Catalog Mgmt. (business customer focused)
Capacity & Availability Mgmt.
Enterprise IT Supplier Mgmt.
Knowledge Mgmt.
2) Service Focused Service Portfolio Mgmt. (Project Focused)
Service Level Mgmt. (ola / sla)
Release & Deployment Mgmt. (SVT & Evaluation)
Service Asset & Configuration Mgmt.
Problem Mgmt. (Proactive)
Information Security Mgmt.
Request Fulfillment / Event Mgmt.
Service Catalog Mgmt. (IT & user focused)
IT Service Continuity Mgmt. (IT focused)
1) Technology Focused Change Mgmt
Problem Mgmt. (RCA – Reactive)
Incident Mgmt.
Service Desk
Access Mgmt
Logical and Physical Device Security
Capacity, Availability, Event (component / domain)
Continual Serv
ice I
mpro
vem
ent
Maturity Level Mapping
© Pink Elephant, 2015 All Rights Reserved.
ITIL® is a Registered Trade Mark of Axelos
Defining ITSM - The Four Ps
Processes
© Crown copyright 2011 Reproduced under license from OGC Figure 3.3 Service Design 3.1.5
© Pink Elephant, 2015 All Rights Reserved.
ITIL® is a Registered Trade Mark of Axelos
Process Design Made Simple
Step 1: Agree a Goal
Step 2: Agree a scope
Step 3: Agree Policies to support the goal within the scope
Step 4: Agree a high level way of working to make sure that
the goal is met, while following the policies
Step 5: Agree the detailed steps to follow to ensure the high
level way of working is understandable
Step 6: Agree measurements that drive the right behaviour
to be sure you can measure if the new way of working is
delivering what you wanted against the goal
Step 7: Implement the process with emphasis on people
first then supporting toolsets
14
© Pink Elephant, 2015 All Rights Reserved.
ITIL® is a Registered Trade Mark of Axelos
Process Implementation
Process
Assessment
Project
Plans
Technology
People
Detailed Process
Description
Select Tools
ARCI - assign roles
and responsibilities
Process
Implementation
Install &
Configure
Process
Workshops
Sign-Off
Sign-Off
Sign-Off
Sign-Off
Sign-Off
Sign-Off
• Where are we now?• Where do we want to be?
• How do we get there?
• Are we there yet?
Review
Review
Review
High-Level
Process
Model
Gather Tool
Requirements
Project Teams - Identify
resources, assign roles
and responsibilities
Awareness Campaign & ITIL Training
© Pink Elephant, 2015 All Rights Reserved.
ITIL® is a Registered Trade Mark of Axelos
Process Re-Engineering Changes Everything!
People
Enhanced skills
Multi-functional teams
Values/beliefs
Cultural biases
Training
Career development
ProcessSingle point of accountability
Logical group of activities
Cross departmental
Defined procedures
Repeatable, consistent
Global standards
Management
Mgmt. commitment
Mgmt. participation
Compensation/rewards
Values/beliefs
Coaching/enabler
Career opportunities
Organizational design
Technology
Teamwork enabled
Service Management tools
Integrated data sharing
Knowledge management
Management information
16
© Pink Elephant, 2015 All Rights Reserved.
ITIL® is a Registered Trade Mark of Axelos 17
Process Governance Structure
Latin AmericaAMETAsiaNorth AmericaEurope
Global Process
5 Regional Process
Owners
1 Global Process
Owner
Process Governance Team
Executive Sponsor
Executive Process
Steering Committee
Note: While each process will need an explicit owner this does not mean that several processes cannot be owned by the same
person. The key is to ensure that the processes owned be a single individual do not have conflicting objectives.
Global Process Owner Team X # Processes?
5 Regional Process
Champions + Chair
Local Process
Manager
Local Process
Manager
Local Process
Manager
Local Process
ManagerLocal Process
Manager
© Pink Elephant, 2015 All Rights Reserved.
ITIL® is a Registered Trade Mark of Axelos
Defining ITSM - The Four Ps
Products/
Technology
© Crown copyright 2011 Reproduced under license from OGC Figure 3.3 Service Design 3.1.5
© Pink Elephant, 2015 All Rights Reserved.
ITIL® is a Registered Trade Mark of Axelos 19
Setting Some Expectations
• Myth 1: A service management tool will solve all of our process
problems and give us best practices!
• Myth 2: A properly configured service management tool will mean
less work for all
• Myth 3: Systems Management tool integration will highly reduce
or even eliminate the need for human intervention and data entry
A tool simply allows you to communicate to a broader audience,
faster and easier. If you don’t all speak the same language you
simply confuse each other faster!
Warning: There is no such thing as ‘Out of the Box!’
It just does not exist!
© Pink Elephant, 2015 All Rights Reserved.
ITIL® is a Registered Trade Mark of Axelos
ITSM Tool Market Overview
ITSM tool market is large. Growing from approx $5b in
2002 to over $18.6b in 2011.
There are over 300 different ITSM toolsets available to
select from.
There are 3 major sources to turn to for help to narrow
this down
Macro level:- Gartner – ITSSM Magic Quadrant (Founded 2012)
More details:
Pink Elephant – Pink Verify (Founded 1998)
Pinkverify 3.1 & Pink Verify 2011
APMGs ITIL Software Scheme (ISS) (Founded 2009)
20
© Pink Elephant, 2015 All Rights Reserved.
ITIL® is a Registered Trade Mark of Axelos 21
How to Pick a toolset
Kick-Off
and Intake
Identify
Products and
Select Vendors
for RFI
Build
Questionnaire
and Custom
Criteria
Develop RFI
and Obtain
Responses
Co-Ordinate
and Score
Responses
Short List
Vendors
Vendor Tool
Demonstrations
Selection and
Funding
Request
Order
Hardware,
Software, and
Licenses
Implementation
© Pink Elephant, 2015 All Rights Reserved.
ITIL® is a Registered Trade Mark of Axelos 22
5) Value Chain Focused Service Strategy
Service Portfolio Mgmt.
4) Business Partner Focused Financial Mgmt (costing and charging)
IT Service Continuity Mgmt. (Integrated with Bus Cont)
Demand Mgmt.
Transition Planning and Support
3) Business Customer
Focused
Service Portfolio Mgmt. (CSI Focused)
Financial Mgmt. (service based costing)
SLM (Business Relationship Mgmt.)
Service Catalog Mgmt. (Interactive / business customer)
Capacity & Availability Mgmt.
Enterprise IT Supplier Mgmt.
Knowledge Mgmt.
2) Service Focused Service Portfolio Mgmt. (Project Focused)
Service Level Mgmt. (ola / sla)
Release & Deployment Mgmt. (SVT & Evaluation)
Service Asset & Configuration Mgmt.
Problem Mgmt. (Proactive)
Information Security Mgmt.
Request Fulfillment / Event Mgmt.
IT Service Continuity Mgmt. (IT focused)
1) Technology Focused Change Mgmt
Problem Mgmt. (RCA – Reactive)
Incident Mgmt.
Service Catalog Mgmt. (IT & user focused)
Access Mgmt
Logical and Physical Device Security
Capacity, Availability, Event (component / domain)
ITSM toolsets weaknesses vs strengths
© Pink Elephant, 2015 All Rights Reserved.
ITIL® is a Registered Trade Mark of Axelos
Defining ITSM - The Four Ps
People
© Crown copyright 2011 Reproduced under license from OGC Figure 3.3 Service Design 3.1.5
© Pink Elephant, 2015 All Rights Reserved.
ITIL® is a Registered Trade Mark of Axelos
Change Project Failure Rates
1995 Kotter published research showing that only 30% of change
programs were successful
1998 Turner & Crawford published a study showing only 33% of
change programs achieved partial or complete success
2005 Prosci published of study of 10,000 projects and found 29%
were successful
24
2008 McKinsey report indicates that success rate for change projects is still just 30%
2011 Standish Group report that the success rate still just is 34%
© Pink Elephant, 2015 All Rights Reserved.
ITIL® is a Registered Trade Mark of Axelos
So why do change projects fail?
“60% of change projects stumble on precisely the
things they are trying to transform; employee attitudes
and management behaviour” Source: Geoff Wade “Cracking the Change Code”
Kotter: 1995
Mckinsey :2005 & 2008
Prosci: 2005 & 2009
Other studies show that positive attitudes to change are
vital to succeeding in cultural change programs Kotter: 1995
Martin: 1998
Gilmore & Barnett: 1992
Adams, Russell Gaby: 2000
25
AttitudeBehavior
Culture
© Pink Elephant, 2015 All Rights Reserved.
ITIL® is a Registered Trade Mark of Axelos 26
1250
people
‘Resistance’ – The Top Ten
Saying ‘Yes’; meaning ‘No’
No management commitment
ITIL is the objective not what it should achieve
Never mind about following procedures just do
what we normally do
ITIL Never work here
Throwing (ITIL) Solutions over the wall and
HOPING people will follow them
IT thinks it doesn’t need to understand the
Business to make a Business case
Unable to specify VALUE for the business
No understanding of Business impact & priority
Plan, Do, Stop…No real CSI
1
2
3
4
5
6
7
8
9
10
© Pink Elephant, 2015 All Rights Reserved.
ITIL® is a Registered Trade Mark of Axelos 27
Managing Organisational & Stakeholder Change
Do
Establish a baseline and vision
Develop a communication strategy and check that
communications are understood
Identify impact on other services, processes, systems
and people not involved in Service Transition
Identify impact on customers/users and other
stakeholders
Be able to articulate and communicate why are we
making this change
Identify new skills/knowledge required
© Pink Elephant, 2015 All Rights Reserved.
ITIL® is a Registered Trade Mark of Axelos 28
Managing Organisational & Stakeholder Change
Do
Consider development requirements including training, coaching, mentoring
Promote the right culture
Promote organisational discipline
Integrate HR support
Put the right people in the right role/job
Help people to manage stress
Encourage people to think that the situation can be improved – it generally can be
Provide easy access to information about the change
Ensure new or changed documentation/instructions are concise and understandable for the target audience
© Pink Elephant, 2015 All Rights Reserved.
ITIL® is a Registered Trade Mark of Axelos 29
Managing Organisational & Stakeholder Change
Don’t
Try to micro-manage everything
Put minor changes through bureaucratic processes
Forget the agreed degree of exposure to risk
Focus solely on the IT
Forget the people
Over-complicate things
Ignore the after effects of failed changes on people
Neglect the costs of transition
Succumb to inertia
Pretend that there will be no losers
© Pink Elephant, 2015 All Rights Reserved.
ITIL® is a Registered Trade Mark of Axelos
Defining ITSM - The Four Ps
Partners/Suppliers
© Crown copyright 2011 Reproduced under license from OGC Figure 3.3 Service Design 3.1.5
© Pink Elephant, 2015 All Rights Reserved.
ITIL® is a Registered Trade Mark of Axelos 31
© Pink Elephant, 2015 All Rights Reserved.
ITIL® is a Registered Trade Mark of Axelos
Questions?
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