7 steps to a successful itsm tool implementation - Arizona Summit 2014

7"Steps"to"a"Successful"ITSM"
Tool"Implementa3on"
April"17,"2014"
Arizona(ITSM(Summit"

Welcome"to"the"Presenta3on!"
"
•  CEO"&"CoDfounder"of"Navvia"
•  30"plus"years"of"Service"Management"
Experience"
•  TwiMer:"@mainville"
•  dmainville@navvia.com"
" David Mainville
April"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 2"

“It’s&seldom&the&tool&
that’s&the&problem”&

Why&do&you&think&ITSM&tool&projects&fail?&

The"vendor"says"no"need"for"process,"it’s"“out"of"the"
box”…."
…Consensus"takes"too"long"&"it"is"hard"work"
We’ll"just"do"a"“liY"and"shiY”"from"our"old"tool""
...The"last"project"that"focused"on"process"failed""""""""
Our"management"says"“6"months?"Just"slam"it"in”…"
…It’s"SaaS,"just"turn"it"on"

7"Steps"to"a"successful"ITSM"tool"implementa3on"
Iden3fy"the"GAPS"–"the"goal"is"to"improve"things"
Don’t"start"from"Scratch"–"great"templates"exist"
Don’t"try"this"on"your"own"–"isola3on"kills"adop3on"
Don’t"be"a"technophobe"–"capture"requirements"
Don’t"forget"to"validate"–"helps"with"the"buy"in"
Remember"to"educate"–"cri3cal"for"adop3on"
Govern"the"process"–"leY"in"isola3on"the"process"will"die"

Iden3fy"the"gaps"
•  Why"are"you"implemen3ng"
a"new"tool?"
•  What"are"the"pain"points"
with"the"current"system?"
•  What"are"the"capability"
gaps"you"are"trying"to"
close?"
•  Do"you"understand"the"
users"point"of"view?"

Iden3fy"the"gaps"
Tool"
Strategy"
&"Plan"
Ques3onnaires"
Interviews" Workshops"
Observa3ons"

Build"a"roadmap"
Current"
State"
Future"
State"
Quick"Wins"
Process"
Enhancement"
Technology"
Deployment"
Organiza3onal"
Change"

Don’t"start"from"scratch"
•  What"are"you"doing"today"
from"a"process"perspec3ve?"
•  Are"there"templates"or"
standards"you"can"leverage?"
•  What"is"being"employed"in"
other"areas"of"your"
organiza3on?"
•  Can"you"leverage"other"
programs"(ISO,"Six"Sigma…)"

Best"prac3ces,"by"their"very"nature,"are"absent"of"your"company's"
organiza3on,"business,"cultural"and"technology"requirements"
To"realize"the"full"beneﬁts,"organiza3ons"must"reDintroduce"their"own"reality"

Remember"This?"

Keep"the"diagrams"simple!"
Remember"your"audience…less"is"more!"

Anatomy"of"a"Process"
Inputs"
The"objects"or"data"
required"to"complete"the"
ac3vi3es"
Ac3vi3es"
The"speciﬁc"steps"
required"to"convert"inputs"
to"outputs"
Outputs"
The"desired"work"
products"or"data.""May"be"
input"to"another"process."
Controls"
The"policies"and"guiding"principles"deﬁning"how"the"process"will"operate"
Measurements"
The"ac3vi3es"and"metrics"to"ensure"the"process"meets"requirements"

Anatomy"of"a"Process"
•  Overview"
–  Descrip3on,"goal,"objec3ves,"
roles,"related"documents"and"
glossary"of"terms"
•  Workflow"
–  Ac3vi3es"and"tasks"
–  Task"details"
•  Inputs,"outputs,"roles"&"du3es,"
tool"&"data"specs"and"
procedures"
•  Controls"
–  Control"objec3ves,"metrics,"
policies"and"governance"tasks"
•  Specifica3ons"
–  States"&"triggers,"tool"&"data"
specifica3ons"and"no3fica3ons"

Process"Design"Ar3facts"

Don’t"try"this"on"your"own"
•  Processes"built"in"a"vacuum,"in"
isola3on,"will"not"get"adop3on"
•  People"need"to"understand"
“why”"
•  Do"you"understand"your"
stakeholders"requirements?"
•  Are"you"actually"making"things"
beMer"for"people?"
•  Balance"consensus"with"
genng"things"done"

What’s in it for me?"
“Why"should"I"embrace"your"vision"or"
change,"what’s"in"it"for"me”?"

Everyone"has"their"own"perspec3ve…"
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"fund"
new"projects"
Those"users"just"don’t"
understand!"
The(CEO( The(CIO(
The(IT(Manager( The(Technical(Staﬀ(

Who"Needs"to"be"Involved?"
Core"
Team"
S.M.E.’s"
Stakeholders"
Steering"CommiMee"

Don’t"be"a"technophobe"
•  Out"of"the"box"seldom"works"
•  Map"business"outcomes"to"tool"
and"data"requirements"
•  Iden3fy"the"mandatory"fields,"
define"pick"lists,"figure"out"the"
triggers"
•  Make"sure"you"are"capturing"
the"right"data"to"produce"
metrics"

Business"Outcomes"must"drive"IT"
Business"
Outcomes"
Requirements" Processes"
Tools"and"
Technology"
Start"Here"
Not"Here"

Mapping"Process"to"the"Tool"

Detailed"requirements"

Process Design Timeline
Simultaneous Process and Technology Design
Process
Path
Technology
Path
Process & Technology - You can’t do one without the other!

Don’t"forget"to"validate"
•  Itera3ve"process"design"
•  Use"of"“show"&"tell”"
sessions"
•  Watch"out"for"scope"creep"
•  Validate"oYen"and"get"sign"
oﬀ"against"requirements"
•  Be"wary"of"“I"didn’t"agree"to"
that…”"

Remember"to"educate"
•  Training"fosters"adop3on"of"
the"processes"
•  Build"an"educa3on"curriculum"
and"plan"that"addresses"all"
your"stakeholders"
•  Consider"various"training"
formats"from"CBT"to"instructor"
led"
•  "Consider"using"people"
involved"in"the"process"to"do"
the"training"

Educa3on"
"
Curriculum"
Development"
"
Content"Development"
Delivery"
Vehicles"
Tes3ng"and"
Cer3ﬁca3on"
Educa3on"
Plan"

Govern"the"process"
•  Define"the"controls,"policies"&"
standards"then"make"people"
accountable"
•  Define"your"governance"
organiza3on"and"structure"
•  Define"the"controls"&"frameworks"
you"are"required"to"report"against"
•  Governance"is"key"to"CSI"
•  Governance"of"cloud"applica3ons"
means"extending"your"controls"to"
your"vendor"
–  Remember,"you"are"s3ll"
accountable"

ITSM"Governance"&"Service"Delivery"
Actual"Service"Levels"
Desired"Service"Levels"
!  Ungoverned"processes"“wear"down”"over"3me"""
!  The"result"is"service"variability"versus"consistency"
!  More"eﬀort"to"manage"/"less"customer"sa3sfac3on"

Don’t"be"one"of"the"sta3s3cs!"
"
!  Understand"what’s"broke"&"build"a"plan"
!  Collaborate"with"your"stakeholders"
!  Save"3me,"don’t"start"from"scratch"
!  Deﬁne"and"capture"your"requirements""
!  Validate,"Keep"asking"if"your"on"track"
!  Educate"to"drive"adop3on"
!  Govern"to"ensure"accountability"

We are a Software and Service company dedicated to
helping organizations Navigate IT and Business Process
Complexity Via our tools and services
Over 14 years of ITSM success!

The Navvia Process Management Platform
March"2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 33"
Free"trial"
www.navvia.com/testDdrive""

Thank You!!
David"Mainville""
dmainville@navvia.com""
TwiMer:"@mainville"

Appendix""

Process(Design(
Project(
1.0(
Ini@a@on(
2.0(
Discovery(
3.0((
Process(
Design(
4.0(
Technical(
Design(
5.0((
Build(
6.0(
(Test(
7.0((
Rollout(
Work"Breakdown"
April2014" Copyright"2014,"Navvia"D"A"Division"of"Consul3ngDPortal" 36"

Approach"&"Deliverables"
Ac@vity( Approach( Deliverables(
Ini@a@on(
Various"mee3ngs"and"planning"sessions.""
Kickoff"mee3ng"with"senior"management"in"
aMendance"held"live,"broadcast"via"WebEx"
and"recorded"
•  Approved"Statement"of"Work"/"Project"Charter"
•  Resources"iden3fied"and"scheduled"
•  Project"kickoff"presenta3on"created"&"delivered"to"
all"stakeholders"
•  Project"repor3ng"and"signoff"criteria"documented"
•  Status"mee3ngs"and"post"project"review"scheduled"
Discovery(
Combina3on"of"online"ques3onnaires,"
interviews,"workshops,"along"with"a"thorough"
review"of"background"materials"including"
current"systems,"documenta3on"and"other"
exis3ng"process"
•  A"stakeholder"analysis"
•  An"inventory"of"current"prac3ces,"documenta3on"
and"suppor3ng"tools"
•  An"evalua3on"of"current"process"with"specific"
recommenda3ons"for"improvement"(people,"
process"and"technology)"
•  Quick"wins"
Process(Design(
A"combina3on"of"process"design"workshops"
(up"to"10)"and"valida3on"workshops"(2)"to"
design"a"process"that"meets"the"needs"of"
your"organiza3on."
Process"documenta3on"that"includes:"
•  Descrip3on,"goals"and"objec3ves"
•  Inputs,"outputs,"controls,"policies"and"metrics"
•  Ac3vi3es"and"tasks"
•  Detailed"process"flows,"RACI"diagrams"and"other"
ar3facts"to"effec3vely"communicate"the"process"

Technical(Design(
A"combina3on"of"technical"design"workshops"
design"and"develop"a"set"of"technical"
specifica3ons"in"support"of"tool"
implementa3on"and"process"automa3on."
Technical"design"document"that"includes:"
•  Tool"and"data"specifica3ons"down"to"field"types"
•  States,"state"transi3ons,"triggers"and"state"diagram"
•  No3fica3ons,"message"content"and"no3fica3on"rules"
•  Screen"design"and"layout"recommenda3ons"
•  Integra3ons"iden3fied"
Build(
Design"review"sessions"(4).""We"will"also"
conduct"separate"workshops"(4)"to"develop"
the"use"cases"needed"for"tes3ng.""We"also"
capture"‘screen"shots”"of"the"customized"
applica3on"in"order"to"develop"roleDbased"
user"training.""
•  Schedule"/"facilitate"the"design"review"sessions"
•  Documented"feedback"to"the"developers"
•  Oversight"that"the"tool"implementa3on"is"onDtrack"
and"is"in"adherence"to"the"documented"design"
•  Documented"use"cases"and"tes3ng"scripts"
Test(
Assemble"tes3ng"team"and"assign"test"cases.""
Review"test"results"and"provide"feedback"to"
design"team.""Con3nue"with"the"development"
of"training"materials"
•  Oversight"and"guidance"throughout"the"tes3ng"
•  RoleDbased"user"training"including"PowerPoint"slides"
&"student"guide"
•  Documented"training"plan"and"schedule"
Rollout(
Conduct"trainDtheDtrainer"sessions,"schedule"
and"conduct"training.""Collect"user"feedback"
and"modify"training"accordingly.""Record"
training"for"offline"delivery."
•  Schedule"training"sessions"
•  Training"delivery"
•  Recorded"training"content"
•  Training"feedback"and"CSI"
"

Project"Plan"
Approximately"18"weeks"from"ini3a3on"to"an"implemented"process"

7 steps to a successful itsm tool implementation - Arizona Summit 2014

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7 steps to a successful itsm tool implementation - Arizona Summit 2014