7 Steps to a Successful itsm Tool Implementation

7 Steps to a successful ITSM tool implementation

Welcome to the Presentation! •  CEO & Co-founder of Navvia

•  30 plus years of Service Management Experience

•  Twitter: @mainville

•  [email protected]

David Mainville

Copyright 2015, Navvia -‐ A Division of Consul;ng-‐Portal 2


ITSM ≠ TOOL However, we need tools to automate ITSM


ITSM Benefits result from practicing Service Management

•  Cost

•  Quality

•  Employee / Customer Satisfaction

•  Communication

•  Efficiency & Effectiveness

•  Governance


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

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



If not the tool…then what is? (hint: time for audience participation)

•  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


In my experience …

7 Steps

Identify Gaps

Foster Adoption

Process Design

Technical Design Validation

Education

CSI



Identify Gaps Or you won’t know what needs improvement

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


Identify Gaps

ROADMAP

Ques;onnaires

Interviews Workshops

Observa;ons



Foster Adoption You can’t do this on your own

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


Foster Adoption


Steering commiPee

Stakeholders

Subject MaPer Experts

Core Team

Accountability Engagement


Process Design Get everyone on the same page

Process Design


Process Design – keep it simple


Don’t confuse complexity with good design

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)



Technical Design Because there’s no such thing as “out of the box”

Technical Design


For sophisticated companies the process should drive the tool

Process Design Timeline

Simultaneous Process & Technical Design


Process Path

Technology Path

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



Validation Helps keep your implementation on track

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



Education Don’t assume everyone understands

Education


No need to train anyone, its as easy as doing your taxes

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



Continual Service Improvement Lock in and enhance the processes

CSI & Service Delivery


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

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


The ITSM program office


7 Steps

Identify Gaps

Foster Adoption

Process Design

Technical Design Validation

Education

CSI


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!


Thank You! David Mainville

[email protected]

Twitter: @mainville


7 Steps to a Successful itsm Tool Implementation

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