7 Steps to a Successful itsm Tool Implementation
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The document outlines 7 steps for a successful ITSM tool implementation: 1) Identify gaps to understand improvement needs, 2) Foster adoption by getting stakeholder buy-in, 3) Design processes with user input, 4) Design technical requirements, 5) Validate designs, 6) Educate users, and 7) Establish continuous service improvement. The presentation emphasizes that tools alone don't ensure success and organizations must focus on people, processes and change management.
7 Steps to a Successful itsm Tool Implementation
- 1. 7 Steps to a successful ITSM tool implementation
- 2. Welcome to the Presentation! • CEO & Co-founder of Navvia • 30 plus years of Service Management Experience • Twitter: @mainville • dmainville@navvia.com David Mainville Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 2
- 3. Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 3 ITSM ≠ TOOL However, we need tools to automate ITSM
- 4. Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 4 ITSM Benefits result from practicing Service Management
- 5. • Cost • Quality • Employee / Customer Satisfaction • Communication • Efficiency & Effectiveness • Governance Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 5 The benefits are many… ”Process is usually the lowest maturity discipline, but organizations that are more mature than average can see a 7% cost advantage over their less-mature counterparts.” Improve I&O Maturity to Drive Greater Cost-Efficiency – Gartner - September 2013
- 6. “It’s seldom the tool that’s the problem” Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 6
- 7. Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 7 If not the tool…then what is? (hint: time for audience participation)
- 8. • Insufficient planning • Poor requirements • Time pressure • The fallacy of “out of the box” • Scope creep • No buy-in • Poor communication / education • No governance / CSI • Lift & shift • Big Bang Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 8 In my experience …
- 9. 7 Steps Identify Gaps Foster Adoption Process Design Technical Design Validation Education CSI Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 9
- 10. Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 10 Identify Gaps Or you won’t know what needs improvement
- 11. Identify Gaps • Why are you implementing a new tool? • What are the pain points with the current tool? • Do you understand the users point of view? • An ITSM assessment can help: – Uncover people’s perceptions – Foster organizational change management • Dr. John Kotter 8-step change process – Establish a baseline – Develop a roadmap Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 11
- 12. Identify Gaps ROADMAP Ques;onnaires Interviews Workshops Observa;ons Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 12
- 13. Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 13 Foster Adoption You can’t do this on your own
- 14. Foster Adoption • Implementation requires organizational change – And you can’t foster change in a vacuum • People need to understand “why” – Simon Sinek - “Start With why” • Every stakeholder has their own perspective – Articulate the “why” in terms that relate to them • Get consensus – But balance it with getting things done! • Adoption drives success / success drives adoption Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 14
- 15. Foster Adoption Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 15 Steering commiPee Stakeholders Subject MaPer Experts Core Team Accountability Engagement
- 16. Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 16 Process Design Get everyone on the same page
- 17. Process Design Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 17
- 18. Process Design – keep it simple Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 18 Don’t confuse complexity with good design
- 19. Process Design • Always ask yourself “are we making things better” • What are you doing today? What works, what doesn’t? • Frameworks (like ITIL) provide guidance, they are not the law – Balance frameworks with what's right for your organization • Processes are intended to improve communication and efficiency, resist the urge to make them overly complex • There is more to a process than a Visio Flow – Description, goals, objectives, roles & responsibilities, activities & tasks, metrics, policies, controls, work instructions • Capture tool and data specifications (technical design) Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 19
- 20. Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 20 Technical Design Because there’s no such thing as “out of the box”
- 21. Technical Design Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 21 For sophisticated companies the process should drive the tool
- 22. Process Design Timeline Simultaneous Process & Technical Design Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 22 Process Path Technology Path
- 23. Technical Design • Out of the box only works for the most simple processes / orgs – Even then some tailoring is required • Don’t confuse technical design with customizations – Most modern tool allow extensive tailoring • Map business outcomes to the tool / not the other way around • Capture enough detail to tailor the tool: – Process states, triggers, transitions and state diagrams – Data and tool specifications – Integrations – Notifications • The more detail you capture in advance the smoother the development Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 23
- 24. Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 24 Validation Helps keep your implementation on track
- 25. Validation • Iterative (agile) process design • Use “show and tell” sessions • Watch out for “scope creep” • Validate often and get sign off against requirements • Constantly communicate back to stakeholders – You don’t want to get to deployment and hear “I didn’t agree to that” • Validation is critical for organizational change and process adoption Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 25
- 26. Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 26 Education Don’t assume everyone understands
- 27. Education Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 27 No need to train anyone, its as easy as doing your taxes
- 28. Education • Training helps foster adoption and locks in the organizational change • Use training to re-emphasize the benefits and “why” its important to the organization • Build a curriculum that addresses all your stake holders – Overview education – Role based education – Use cases – Process education • Consider various training formats from CBT to instructor led • Consider using “high profile” people to conduct the training Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 28
- 29. Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 29 Continual Service Improvement Lock in and enhance the processes
- 30. CSI & Service Delivery Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 30 Actual Service Levels Desired Service Levels — Ungoverned processes “wear down” over time — The result is service variability versus consistency — More effort to manage / less customer satisfaction
- 31. Continual Service Improvement • Get people involved and vested in ITSM • Get consensus and hold people accountable for what they agreed to • Produce evidence that the ITSM program is working and meeting the needs of the stakeholders • Communicate success in terms that are meaningful to your stakeholders • Ongoing governance is essential to locking in the improvements • Consider an ITSM program office Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 31
- 32. The ITSM program office Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 32
- 33. 7 Steps Identify Gaps Foster Adoption Process Design Technical Design Validation Education CSI Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 33
- 34. We are a Software and Services company that provides our clients with the tools, templates, training and mentorship to take control of their ITSM program. Over 15 years of ITSM success! Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 34
- 35. Thank You! David Mainville dmainville@navvia.com Twitter: @mainville Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 35
Editor's Notes
- #33: What services can the ITSM PMO provide?