Add a dose of creativity to ‘shake up’ your ITSM team’s ...

Add a dose of creativity to ‘shake up’ your ITSM team’s performanceKorrine Jones

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What makes a high performing team?

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Overview

The link between creativity and team performance

4 case studies – using visual creativity to increase team performance

Quick creative activities to shake up the performance of your team

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Creativity and team performance

ITSM teams need creativity to continuously improve service delivery

Without trust, team creativity is constrained

Creativity helps ITSM teams develop trust

Creativity contributes to engagement, wellbeing and self-actualisation

Increased trust, engagement and motivation produces increased productivity

(Nemiro, 2004; Barczak, Lassk & Mulki, 2010)

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The elements that affect creativity

TrustFreedomChallengeGoal clarityCollaborationPersonal bonds

(Nemiro, 2004)

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The elements that affect creativity

Information sharingDedication commitmentSufficient resources and timeManagement encouragementAcceptance of ideas and constructive tension

(Nemiro, 2004)

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Visual representations

help catalyse and crystalise shared understanding

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“Because intuition emerges out of

images and symbols better

than it emerges out of words, drawing is an effective way to pull out intuitive

creativity.”

(Nemiro, 2004)

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Prelude Suite™

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Prelude process

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Feedback from Agile team leaders

Prelude is quicker and more focused on team alignment than anything else

Faster and deeper access to understanding diverse team strengths through the power of image and words combined

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LEGO Serious play

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The problems to be addressed

Internal communication breakdowns

Lack of communication between the service desk and problem manager

Insufficient structured communication

No Change Board Meetings

Insufficient communication with clients

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16

What are these people doing?Playing video games? No. Developing high level leadership and teamwork skills:

Rapidly

debriefing to

mobilise the

team on the

next phase

Coordinating

action to add

more value for

their customer

Building

solidarity and

trust; generating

a mood for

success

- A scrum master and a UX designer (Shanghai)- Senior software testing manager (Seattle)- Program manager (Washington DC)

*

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Mirantis case studyV-Teamwork

Objectives:

Resolving difficulties in escalation management

New practices in handling escalation

Mobilising projects

Building trusting relationships with clients

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18

Internet games bring new

possibilities for action learning:

team assignments in an immersive

role-play simulation enable us to

learn from mistakes without

consequence

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V-Teamwork

Mirantis results

Simple creative team building strategies

Tattoos talk

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Creative exercises

Caricature match game

The artist game

Avatars

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Creativity builds trust and performance in teams

“Allowing time to play games…..is not inappropriate at all in the world of work……” It is a powerful and quick way to build the trust that is needed

to create high levels of productivity.(Nemiro, 2004)

For information on increasing the productivity of teams:

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OD Consulting

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