itsmf belgium event 13/5/2015 : abc for ict workshop

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ABC of ICT ABC of ICT

2

the number 1 success or fail factor for ITSM

STILL

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• Trends – why we canNO LONGER AFFORD TO FAIL• TOP ABC issues – CUSTOMER perspective• TOP types of RESISTANCE• What the experts say

Trends shaping the Future of ITSM

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Groundhog day

..finds himself in aTIME LOOP,

repeating the same dayagain and again…

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1996 Worst practicespresented World-wideRECOGNITION

Groundhog day

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2008 Exactly the SAMEWorst practicespresented World-wide

RECOGNITION…ABC Mandatory Masterrequirement!!

Groundhog day

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2008 Exactly the SAMEWorst practicespresented World-wide

RECOGNITION…ABC Mandatory Masterrequirement!!

2014 Exactly the SAMEWorst practicesWorkshops World-wide

RECOGNITION1000’s of Organizations

Groundhog day

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ü Business & IT productivity ü IT and Business alignment ü Business agility &

speed to market ü Business process

management & reengineering ü IT cost, reliability & efficiency

and security


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and security

Growing importance,& dependency


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and security

Increasing impact ITSM as a strategic capability



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and security



Poor ability to execute


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and security




CobIT

ISO27..20..

ITIL

Prince2PMI DevOps

ISO38..

BiSL

KT

Togaf

Scrum Agile


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and security




CobIT

ISO27..20..

ITIL

Prince2PMI DevOps

ISO38..

BiSL

KT

Togaf

Scrum Agile

CIO needs:Nr 5: Leadership developmentand staff training

IT Transformation“….from Internal focus to outside-in, business focus and a Customer and Service culture…….”


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Strategic Assets

People

Our IT peopleare becomingCritical assets forBusiness growth and continuity

People: Strategic Assets

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Strategic Assets

People

Our IT peopleare becomingCritical assets forBusiness growth and continuity

…you mean HEis a Critical Asset?!!Boy are we indeep Doo Doo !...

People: Strategic Assets

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..that iceberg won’t stop US! Full steam ahead!

We adoptframeworks tobring IT undercontrol

The ABC Iceberg

ISOCobITITIL

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..that iceberg won’t stop US! Full steam ahead!

…don’tforget! ABC is like an Iceberg…..a lot of it idden beneath the surface, and capable of inflicting damage!

We adoptframeworks tobring IT under

control

ISOCobITITIL

The ABC Iceberg

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ITIL® V3 – Planning to Implement service Management

Culture

Attitude Behavior

ValueBeliefsPrinciples

‘…more than 52% of initiatives fail because of

RESISTANCE…

ABC Mandatory….which means let’s ignore it!

‘…The most common reason for the breakdown of

Service management initiatives is failure to recognize the importance of

Organizational culture…’

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ITIL® V3 – Planning to Implement service Management

Culture

Attitude Behavior

ValueBeliefsPrinciples

“…..clearly describe how they managed, influenced and achieved improvements in the attitude, behaviour and culture of the organisation

and affected individuals throughout their assignment”.

‘…The most common reason for the breakdown of

Service management initiatives is failure to recognize the importance of

Organizational culture…’

‘…more than 52% of initiatives fail because of

RESISTANCE…

Master

ABC Mandatory….which means let’s ignore it!

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What is the ABC of ICT card set?

A set of playing cards, developed by GamingWorks in association with Van Haren publishing. The cards contain 57 industry recognized ABC (Attitude, Behavior, Culture) worst practice cartoons.

UserCustomerHelp deskTechnical specialistConsultantSupplier….

This card set has been designed as an awareness and assessmentinstrument to help teams, departments and organizations to improve.

A practicalInstrument…

There are anumberof exercisesyou can dowith them

IdentifyWHO isguilty ofwhichworstpractice

Discussthe

Businessimpact &

risk

Agreewhich ones

needFixing! Andwho is

responsible

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“We have had ITIL for more than 20 years. ITIL was all about the Users and the Customers and providing services that deliver quality to the Users and Customers.”

• The USER perspective“If we gave these cards to YOUR USER, whichtop 3 would he/she choose to describe YOUR IT worst practice ABC?”

Record the answers on the form

You can Choose the SAME cards

…Exercise 1: Customer & User focused

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Exercise:Customer & User focused

üüü

ü

ü

Task 2: (15 minutes) What does the team consider the Top card

• Choose the top issue based upon .......

• Discuss the findings and identify what the team considers the top issue.

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ITIL V3

Ø Services are a means of delivering valueto customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

Ø Value is defined as:

Utility - attributes of the service that have a positive effect on the performance associated with desired outcomes or removal of constraints on performance

Warranty - the positive effect being available when needed, in sufficient capacity or magnitude, and dependably in terms of continuity and security.

Chose the top 3 based upon the negative impact and consequences to value:

ý Outcomes not achieved ý Delays in deployment ý Revenue lostý Wrong investment decisionsý Downtimeý Rework ý Threats to continuityý Additional costs

When the impact is known discuss whether this is an acceptable business risk

Ø ‘impact, consequences and potentialbusiness risk’.

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Task : Go and FIND OUT what the Users REALLY think!

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Not my responsibility

Everything has the highest priorityaccording to the Users

Internally focused

Process managers without authority

Plan, Do, stop….No real Continual improvement focus

Throwing (ITIL) Solutions over the walland HOPING people will follow themToo little Business involvement in

requirements specification & testing

No understanding of Business impact & Priority

IT thinks it doesn’t need to understandthe business to make a business case

60+sessions

Canada

Belgium

Denmark

Poland

Singapore

Sweden

Switzerland

UK

USA

Germany

Spain

Netherlands

5000 people

No management commitment

‘Customer issues’ – Top 10 (Global)

Australia

Norway

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Impact?

290% 5% 10% 15% 20% 25%

1

2

3

4

5

6

7

8

What is the impact of allThis worst practice?

IT: IT Solutions fail to meet business needs or delayed solutions

Business: Lost opportunities

IT: Higher IT costs

Business: Higher businessoperating costs

Business: Decreased staff productivity

Business: Increased business outages and risks

IT: Threats to business security, availability or continuity

IT: Increased IT outages and downtime

A service is a means of

delivering value to customers byfacilitating outcomes

Customers wantto achieve withoutthe ownership of

specific Costs & Risks.

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Task 1: (15 minutes):

Think in terms of:•Project impact•Business impact•IT operations impact

Exercise 2: Resistance

“Which 3 card represent the types of resistance you will expect to meet when you try to adopt and deployITIL? and what is the impact (for one card)?

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• “What do we need to do to ensure that these difficulties are removed. What can YOU do, what do managers need to do. Be specific!”

Task 2: (20 minutes):

Exercise 2: Resistance

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‘Resistance’ – The top 10 (Global)

Saying ‘Yes’, meaning ‘No’No management commitment

Plan, Do, Stop…..No realContinual improvement cultureITIL is the objective not what it

should achieve

Never mind about following proceduresjust do what we normally do

ITIL Never work hereUnable to specify the VALUE required

by the businessThrowing (ITIL) Solutions over the walland HOPING people will follow them

Process managers without authorityNo understanding of Business

impact & Priority

5000 people

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üInvolve all functions.

Use workshops, face-to-face meetings & simulations to create discussion, buy-in, involvement and address resistance…… Resistance is a COMMON FACT.

What the EXPERTS say

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üInvolve all functions.

Use workshops, face-to-face meetings & simulations to create discussion, buy-in, involvement and address resistance…… Resistance is a COMMON FACT.

“Programs like this business simulation stimulate the right behavior within IT helping drive the cultural changes needed to reach our strategic objectives.” CIO


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üSpend time with the customer

Learn how they use your services, Listen instead of speaking…..Engage with the business!Focus group meetings;; send peopleinto the Business

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üSpend time with the customer

Learn how they use your services, Listen instead of speaking…..Engage with the business!Focus group meetings;; send peopleinto the Business

“I just didn’t realize….it wasan eye opener for me……ALL IT staff need to experience this! ” IT Mgr

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ü ’Understand’ business needs first.

Link project proposals to business needs. Agree priorities at ALL levels.

V,O,C,R“We scored an own goal, we just assumed we knew ……it was assumicide!’ IT Dir.

Go and CHECK your Project plan!


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üAll in IT need to know what the ‘Value’ is….and how their role and activities contribute to results.Clarify role, responsibilities, authority

A service is a means of delivering value to customers by facilitating outcomesCustomers wantto achieve withoutthe ownership ofspecific Costs & Risks.

Start by discussing THIS!

Adopt ‘Consequence management’ to foster ‘desirable behavior’


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ü Look beyond certification

Look for demonstrated capabilities inmanaging change, changing ABC. Ask HOW they will deal with ABC?Training? Use experiential learningtranslate THEORY into PRACTICE

“I don’t want to see an ITIL certificate in the CV….I want to hear HOW you used ITIL to realize results, I want to know how you addressed ABC and I want a reference’!’ CIO


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ü Communicate & Market IT. Internal & external at all levels.Communicate in business & user terms.

ü You ‘Must’ use a holistic approach to avoid failure, disappointment, delays.

ü Confronting people with behavior, rewarding new behavior.

ü You ‘Must’ get executive commitment. Executives must play a leading role ‘walk-the-talk’, ‘confront people.

ü Use facts and figures, impact, consequences, risks to gain buy-in, to change attitudes


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Thank You

Any Questions?

[email protected]

www.gamingworks.nl

Twitter: @gamingpaul

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itsmf belgium event 13/5/2015 : abc for ict workshop

Business

gamingworks business

gamingworks trends

future of itsm

gamingworks groundhog

security trends

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dependency trends

security growing importance