Implementing MSM using the "Big Bang Approach”
Post on 24-Feb-2016
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Implementing MSM using the "Big Bang Approach”
Cathy Imray
Highlights• Just a little bit about MPAC• There’s a hole in my bucket• We got engaged• Focus, focus, focus• Stick handling our goal• All hands on deck• Don’t sweat the small stuff
Just a little bit about MPAC• MPAC is a non-share capital, not-for-profit
corporation funded by all 444 municipalities in Ontario.
• MPAC administers a uniform, province-wide property assessment system based on Current Value Assessment.
• MPAC currently assesses and classifies nearly five million properties, more than any other assessment jurisdiction in North America, with an estimated total value of $2.17 trillion dollars.
• MPAC employees are located in 35 local offices across the province of Ontario
You always can go from " failure" to success but you never can go
from "excuses" to success.
There’s a hole in my bucket
Our former world, within our tool:• Incident, Service Request and
Change ManagementOutside of our tool:• Process documents for Service Desk,
Incident and Change ManagementChallenge:• Complex causing confusion and
pushback
We got engaged!• Create changing results by
leveraging opportunity• Engage the “noise makers”• Illustrate where success is
attainable
Focus, Focus, Focus• Bring the right people to the
table• Secure a commitment of time• Clearly state our goal “no scope
creep”• Nag, nag, nag! Whoops I mean
ensure people are doing what they committed to.
Stick handling our goal• Process development• Product configuration• Testing• Training (tool and process)• Implement• Continuous improvement
moving forward
All hands on deck!• Process players• Who’s going to build what• Where do we begin to test• Training can make or break you• Communication, say Whaaat!
Don’t sweat the small stuff!
• True happiness comes not when we get rid of all of our problems, but when we change our relationship to them, when we see our problems as a potential source of awakening, opportunities to practice, and to learn.”
~Richard Carlson
What we implemented• Incident Management• Change Management• Request Fulfillment Management• Release & Deployment Management• Asset/Configuration Management• Knowledge Management• Problem Management• Service Level Management• Service Portfolio Management• Service Catalogue Management
NEW
NEWNEWNEW
NEW
Where are we now?• The tool• Processes• Reporting• Continual Service Improvement
Challenges• Change and Release
Management• Is it an Incident or Service
Request• Updating and moving the
requests through the workflow• Populating Knowledge Articles
Where are we going?• Revise our Services and Sub-
Services• Building a comprehensive
Service Catalog• Build SLA’s for certain request
types• Build Release templates• Change and Release Scrums• Review/revise Problem
management process
QUESTIONS?
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