implementing msm using the "big bang approach”
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Implementing MSM using the "Big Bang Approach”. Cathy Imray. Highlights. Just a little bit about MPAC There’s a hole in my bucket We got engaged Focus, focus, focus Stick handling our goal All hands on deck Don’t sweat the small stuff. Just a little bit about MPAC. - PowerPoint PPT PresentationTRANSCRIPT
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Implementing MSM using the "Big Bang Approach”
Cathy Imray
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Highlights• Just a little bit about MPAC• There’s a hole in my bucket• We got engaged• Focus, focus, focus• Stick handling our goal• All hands on deck• Don’t sweat the small stuff
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Just a little bit about MPAC• MPAC is a non-share capital, not-for-profit
corporation funded by all 444 municipalities in Ontario.
• MPAC administers a uniform, province-wide property assessment system based on Current Value Assessment.
• MPAC currently assesses and classifies nearly five million properties, more than any other assessment jurisdiction in North America, with an estimated total value of $2.17 trillion dollars.
• MPAC employees are located in 35 local offices across the province of Ontario
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You always can go from " failure" to success but you never can go
from "excuses" to success.
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There’s a hole in my bucket
Our former world, within our tool:• Incident, Service Request and
Change ManagementOutside of our tool:• Process documents for Service Desk,
Incident and Change ManagementChallenge:• Complex causing confusion and
pushback
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We got engaged!• Create changing results by
leveraging opportunity• Engage the “noise makers”• Illustrate where success is
attainable
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Focus, Focus, Focus• Bring the right people to the
table• Secure a commitment of time• Clearly state our goal “no scope
creep”• Nag, nag, nag! Whoops I mean
ensure people are doing what they committed to.
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Stick handling our goal• Process development• Product configuration• Testing• Training (tool and process)• Implement• Continuous improvement
moving forward
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All hands on deck!• Process players• Who’s going to build what• Where do we begin to test• Training can make or break you• Communication, say Whaaat!
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Don’t sweat the small stuff!
• True happiness comes not when we get rid of all of our problems, but when we change our relationship to them, when we see our problems as a potential source of awakening, opportunities to practice, and to learn.”
~Richard Carlson
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What we implemented• Incident Management• Change Management• Request Fulfillment Management• Release & Deployment Management• Asset/Configuration Management• Knowledge Management• Problem Management• Service Level Management• Service Portfolio Management• Service Catalogue Management
NEW
NEWNEWNEW
NEW
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Where are we now?• The tool• Processes• Reporting• Continual Service Improvement
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Challenges• Change and Release
Management• Is it an Incident or Service
Request• Updating and moving the
requests through the workflow• Populating Knowledge Articles
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Where are we going?• Revise our Services and Sub-
Services• Building a comprehensive
Service Catalog• Build SLA’s for certain request
types• Build Release templates• Change and Release Scrums• Review/revise Problem
management process
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QUESTIONS?