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"

•  [email protected]"" 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"

"

[email protected]""

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"(up"to"16)"and"valida3on"workshops"(4)"to"

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""



Technical(Design(

A"combina3on"of"technical"design"workshops"(up"to"16)"and"valida3on"workshops"(4)"to"

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"
