Talking ITSM: Careful, you may just get your mouth washed out with soap!

Breakfast Briefing Session 10

Talking ITSM… …Be Careful

David MainvilleCEO, Co-founder, Navvia

What an inspirational day!

When it comes to Service Management…

…I’m a little “long in the tooth”

CMDB?

Well, maybe not that long….

Over the years I’ve developed a passion for ITSM….

…Because it works!

ITSM

So why is it when you propose ITSM….

Project Everest

Reaching the summit of ITSM

You may just get your mouth…

…washed out with SOAP!

ITSM

Has your management said…Not another word abut

ITIL!I don’t want to

hear about Process!

6 months to implement change?

Just slam it in!

IT’S NOT

ITSMTHAT’S THEP RO B L E M

Do you blame the exercise bike…

…for not getti ng fit?

Do you blame the diet…

…for not losing weight?

Do you blame the instrument…

…for not learning to play?

ITSM / ITIL is a body of knowledge….

SO WHY THE

ITSMBACKLASH?

ITSM

Because too many…

…programs are stuck in the weeds!

So where should the focus be?

Outcomes

I’m not the only one…

“Process maturity is a good thing to focus on and measure, but it is a means to an end... businesses care about IT process maturity in so far as there is a demonstrable link to improving service outcomes”.

Gartner Inc.

Free up capital for new services

Improve Customer Experience of IT

Faster Cycle Time

Self Service Portal

Request Fulfillment

Process

Incident Management

Process

Define DATA required to open

the incident

Define integration with Active Directory

Screen Design

“Live Chat” Support Capability

Satisfaction Metrics

Improve transition of new services into production

Mapping outcomes to ITSM…

Outcomes Requirements Processes Tool & Data

An Alternate View…

SO WHY HAS

PROCESSBECOME A BAD WORD?

The vendor says no need for process, it’s “out of the box”….

…It takes too long & it is hard work

We can never get anyone to agree…

...The last project that focused on process failed

We tried to implement ITIL and that didn’t work…

…Our management is not supportive

The world’s most recognized brands…

…Achieve Business Outcomes through Consistent Processes

Process means consistent outcomes - delivered!

ITSM

NEW

CI Powered

Selling the

value!

Good ideas sell themselves

It’s just common sense, right?

Selling starts with inspiration…

http://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action.html

“Start With Why – How Great Leaders Inspire Everyone to Take Action” – Simon Sinek

So what’s in it for me?

People need to know why…they need to know the WIIFM...

Everyone has their own perspective…

Shouldn’t IT just work? I’ve got a business to run and services to deliver

How do I demonstrate that IT is aligned to the business?

I&O is consuming 60% of my budget, I can’t afford an ITSM project

I haven’t got time for process, it just means more work!

The CEO The CIO

The IT Manager The Technical Staff

The Universal Translator

ITSMMeans

CEO: Better Services, Faster

CIO: Clear Proof of

Alignment

Manager: Reduced I&O

Costs

Technician: Fewer 3AM

Calls

I T S MI T ’ S W H AT YO U

DO WITH ITT H AT CO U N TS !

• There is a backlash towards ITSM• The backlash stems from ITSM programs having the wrong

focus• Every ITSM program should focus on meaningful outcomes• Meaningful outcomes differ by stakeholder • Remember - the world’s best companies know that success

comes from delivering in a consistent repeatable way• Process isn’t a bad word, but it’s the how, not the why• Sell the value of your ITSM program by starting with the

“why” & communicating the WIIFM

Don’t get your mouth washed out with soap!

Thank You!David Mainville

dmainville@navvia.com

Twitter: @mainville

Our Company

14 years supporting the ITSM community!

Resourceswww.Navvia.com/resources

Follow us on Twitter@mainville or @GoNavvia

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