#tft12: barclay rae
DESCRIPTION
Presentation for #TFT12: ITSM Goodness: Never mind all the theory and industry debate about ITIL and Cloud and Mobile and BYOD and all that. This session from Barclay Rae (ITSMTV's pundit, the Service Desk Inspector and ITSM consultant) is packed with lots of simple tips, ideas and reflections on how to be practically successful with ITSM. Pies might also be mentioned. See Barclay's TFT speaker Pinterest board: http://pinterest.com/servicedesk/barclay-rae/TRANSCRIPT
ITSM
Goodness
TFT December 2012
3
Service Desk, SLM and ITSM Goodness
Agenda
Life, ITSM and everything…
Building a Brilliant Service
Service Desk Goodness
SLM Goodness
ITSM Goodness
Questions
Life, ITSM and everything
What are practitioners saying?
• We need practical help
• We need to be doing stuff that's relevant for the business
• Where do we start?
• How do we react to the new challenges and 'messages' from the industry?
Current dilemmas in ITSM
• Are we/will we be relevant? (ref cloud, BYOD, mobile, social, gamification) Is ITIL relavant?
• What is the future for Service desk? Is it broken and does it need re-defining?
• Should SLAs be banned? What's the point of a service catalogue? What is a service catalogue?
We don’t need…ITIL
ITIL, but we need to be:
Consistent Reliable Efficient Profitable / Productive Delivering in line with
expectations
We don’t need…
We don’t need a Service Catalog
We don’t need…
A service catalog, but we need to
Be able to articulate and present our services.
Be accessible and easy to do business with
Have relevant information to hand to deliver efficient support
Have a basis to identify if we are meeting business expectations
We don’t Need…SLAs
We don’t need…
SLAs, but
We need to have a way of measuring whether we are delivering the right levels of service
Customers and users want to be given some expectations around support and service delivery
We do need…a Service Desk
We do need…
A service desk, unless of course:
We can eradicate all issues and problems associated with IT
We are happy that customer communication is handled in an 'ad hoc' manner
Moving on…?
Listen and talk to our customers and businesses… Use the information to build a service model that: • Focusses IT on meeting organisational / business goals • Gives clear targets to work towards • Provides a basis to present our services • Provides a basis for reporting and value demonstration
Ask ourselves What business are we in? Who are our customers? What do they need from us?
Moving on…?
Building a Brilliant Service
A brilliant service organisation:
Has a great reputation with it's peers and customers
Is respected and appreciated for the value it delivers
Has tangibly motivated and positive people working in it
Has a strong identity - a clear and well communicated definition of its roles, services and ways of working
Has an open and positive culture of self awareness, development and improvement
Is well marketed and publicised to
its customers
How is this achieved?
By hiring for personality not cv or tech skills first - and by being choosy (those people represent the organisation)
As a result of Teamwork across the it organisation, as the e.g. service desk can't do it all on its own
By technical staff showing respect and appreciation for the Service ‘Supply Chain’ and the work done by the service desk
By establishing a clear set of supporting
processes, with owners and governance
How is this achieved?
By establishing clear operational practises and expected levels of quality and performance, which are constantly measured and reviewed
By trusting staff to get on with delivering service, with empowerment and appropriate autonomy
By implementing incident tracking, being strict but fair to police progress and quality of updates across teams
By building and developing skills profiles that include communications and business skills as well as technical ones
‘Service Desk Goodness’
A brilliant service desk:
Is the focal point for the delivery of IT services - and is supported by other back office and support groups
Is regarded and actively supported by management as a valuable asset, not just a cost centre
Has high levels of first line and first contact resolution (70%+), low levels of attrition (>5%) and minimal telephony abandon rate (>5%)
Has very high levels of customer advocacy and satisfaction ratings
Is seen as an aspirational place
to work
Building a brilliant Service Desk
Hire brilliant (people)-people
Set the tone
Clearly define the 1st/2nd/3rd level model
If the Service Desk is important, invest in it
Make it an aspirational place to work
Generally first time fix is faster cheaper and better for customers
Service Desk – World Class (sample) Customer Advocacy
• Customers are happy to recommend the service received
• They are enthusiastic about providing references or testimonials
Efficiency
• Efficiency and performance are constantly reviewed with actions
• Metrics are publicised and promoted across IT and customers alike
• The organisation continually looks at optimising cost with BAU
Emotional Intelligence
• All are empowered to act beyond their normal remit
• Proactive behaviour is encouraged and regularly demonstrated
• Issues are seen as opportunities for improvement
• Issues are tackled with teamwork, customer focus and professionalism
Using the right people
Using the right people Think about the real requirements and outcomes from a role
– do they fit the jacket?
Service needs people who show commitment, EiQ, empathy, maturity, professionalism, doggedness, openness, confidence, consistency
If you hire based on people’s qualities then you don’t need so many rules and processes
If someone doesn’t fit or deliver, customers and service will be affected
Producing appropriate documentation
Since when did technical writers write by-lines for newspapers?
No-one reads more than a page or a few lines
Don’t write communiques like project documentation
‘SLM Goodness’
Making SLAs work for you Start with Services…!
Move from systems to service focus
Simple language – not technical or legal jargon
Realistic and sustainable
Must be measurable
‘SLD’ ?
‘SLM Goodness’
Don't write an SLA like you are a frustrated lawyer, a novelist, or a tech junkie...
SLAs need to show up gaps in capability and performance. Otherwise how can you improve?
Don't fudge SLA targets into % of % of %. Keep goals real, not just easy targets.
SLAs should be about positive value delivered by IT services, not just how IT responds to failure.
Too much information
IT Services – VFM?
System, not service, reporting
Good news! Your service reporting is a bundle of stuff you already report on, like availability, customer satisfaction, and support performance
IT SLM documentation should be written in human English, otherwise it's self-serving, patronising tech BS...
Don't be side-tracked from setting aspirational SLA targets because of 1 or 2 occasions where it will fail - that's the point!
‘SLM Goodness’
SLM projects are not for the faint or tech-hearted...
Don't expect too much if you ask a junior person to set up SLAs
Turns out you can't actually set up SLAs without defining Services first. No really...
"We tried doing SLAs before - no one was interested" (Surprised?)
‘SLM Goodness’
‘ITSM Goodness’
It’s not just the Service Desk
Get other IT teams involved
Teamwork across IT – avoid ‘Us and them’
Use business outcomes as the mandate
Tools and processes can unite (and divide)
Service development and transition
Release and service readiness
SLA and OLA – supply chain
Selling your project and getting budget
Clear measureable goals
Business language - not IT/ITSM
How will success be achieved and accepted?
Beware too much cost/financial ambition
You can’t ‘do ITIL’ in 20 days
Building a realistic plan
Short term wins
What can we do in 30/60 days
Phasing & focus - reality and outcomes
Get project management - focus on logistics and people
Training alone won’t deliver organisational change
Getting business people interested Don't just talk to them - listen to them
Ask them in their own terms - make them feel they are being asked
Beg, coerce, bribe, start with friendly customers
Involve them - not a lot of their time needed
What are the benefits for them and the business as a whole
‘We tried this before’
Making Problem Management work
More about ownership + people than just a process
Problem Management – part analyst, investigator, mostly project manager
Spyglass and whip
Visibility helps – teams/crowds solve more problems
What are your top 5 problems?
Not necessarily just the (successful) ex Service Desk Manager
Cutting through the culture
Management reporting lines need to be ignored or subverted
ITSM is not a traditional IT development project
People need to feel they are in an environment where they can (and should) change
‘If you can’t change the people, change the people’ - true but you need to create a clear and positive culture
Governance
Great processes and tools are useless without –
ownership, controls and good management – good governance…
Practicalities What can we achieve in 10 – 20 – 30 days?
• Get customer feedback and implement quick wins • Identify cost per service • Agree cost per service unit – e.g. incident • Build business metrics model • Reduce cost of service request handling • Reduce % incidents + problems • Increase first time fix by % • Reduce errors caused by failed changes • Define the service (process) supply chain • Clearly define service owners • Design key services • Build a service transition process • Enforce a single Change Process • Use simple Customer feedback and NPV
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Thank you for listening… For more information: [email protected] @barclayrae #ITSMgoodness www.barclayrae.com www.itsmtv.co.uk www.itsmIndex.com