Is Your Service Management Program Still Relevant?
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The document emphasizes the crucial role of IT service management (ITSM) governance in ensuring the relevance and success of ITSM programs amid increasing organizational complexities. It highlights the necessity for effective communication and collaboration with stakeholders to address their needs, improve services, and demonstrate value. Ultimately, the document conveys that ITSM programs cannot succeed without winning the support and engagement of the people involved.
Is Your Service Management Program Still Relevant?
- 1. Is Your ITSM Program Still Relevant? More Importantly, are you? Session 609 David Mainville
- 2. Hi Everyone! • CEO & Cofounder, Navvia • 34 years of varied ITSM experience – Field Systems Engineer – Systems Management Architect – Service Management Consultant – Service and Support Manager – Product Development / Management – Entrepreneur • “360 degree” view of ITSM governance
- 3. There has never been a bigger need for ITSM governance than now!
- 4. So many more “moving parts” Outsourcing Security Regulatory Issues Cloud Computing Mobility (BYOD)
- 5. But what is governance? “IT governance is defined as the leadership and organizational structures, processes and relational mechanisms that ensure that an organization's IT sustains and extends its strategy and objectives”. Information Systems Audit and Control Association
- 6. What’s your organizations view on ITSM governance?
- 7. When it comes to ITSM governance… Most People Don’t Care!
- 8. More Accurately People care about getting their job done!
- 9. People care about getting it done! I’ve got the business demanding more… I’ve got to find ways to reduce cost… I’m busy keeping IT running… Executives Management Technicians
- 10. We don’t see things “eye to eye” ITSM Practitioners “processes improve services, save money and underpin business processes” IT Stakeholders “processes are bureaucratic, implementations keep failing and the business suffers”
- 11. We inherently know ITSM delivers value It’s meaningless if the program fails
- 12. Without governance ITSM will fail!
- 13. Governance & ITSM Without governance it’s virtually impossible to keep your ITSM program on track and delivering results Processes Will Fail ITSM takes the hit
- 14. We can talk frameworks…
- 15. But will that inspire your IT partners?
- 16. What we have here is a failure to communicate
- 17. So what's your #1 job? Making ITSM relevant through ITSM leadership
- 18. ITSM leaders are… Authentic Honest Inspirational Listeners Communicators
- 19. It all starts with communication “Start With Why – How Great Leaders Inspire Everyone to Take Action” – Simon Sinek May 2013 Copyright 2013, Navvia - A Division of Consulting-Portal 19 http://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action.html
- 20. Listening is critical • What are the desired business outcomes • What’s working or not working for the customer • Are you adding value or imposing overhead • What are the gaps that ITSM needs to address
- 21. You need to collaborate If it weren’t for the pesky user our ITSM program would be going great
- 22. You must collaborate to deliver results • ITSM success is critical to sustainability • Remember who your customer is – get their consensus and buy-in • Avoid “big bang” or “out of the box” installs • Build metrics and reporting into the program Don’t wear a bulls eye on your back
- 23. You need to hold people accountable VS New research says it needs to be a combination of both "Carrot and Stick" Motivation Revisited by New Research Nov 22, 2013 by Ray Williams in Wired for Success
- 24. An ITSM governance approach
- 25. Governance is Key to ITSM success • 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
- 26. ITSM is at the crossroads Relevant Which way do you want to go? Irrelevant
- 27. Is your ITSM program relevant More importantly, are you?
- 28. Is your ITSM program relevant? It doesn’t matter what ITSM tool you’ve selected, or how detailed your process documents are, if you haven't won the hearts & minds of the people your ITSM program will fail.
- 29. Thank you for attending this session. Don’t forget to complete an evaluation form!