Getting value and ROI from ITSM training - Paul Wilkinson, GamingWorks

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How to increase the Return on Value of a training investment, realizing

demonstrable RESULTS.

The number 1

SUCCESS or

FAIL factor for

ITSM

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Trends = Business dependency

IT Transformation CIO needs:Nr 5: Leadership developmentand staff training

“….from Internal focus to outside-in, business focus and a Customer and Service culture…….”

1 2

Business & IT productivity IT and Business alignment Business agility &

speed to market Business process

management & reengineering IT cost, reliability & efficiency

and security

Increasing impact ITSM as a strategic capability

Growing importance,& dependency

Poor ability to execute

CobIT

ISO27..20..

ITIL

Prince2PMI

DevOps

ISO38..

BiSL

KT

Togaf

Scrum Agile

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Strategic Assets

People

Our IT peopleare becomingCritical assets forBusiness growth and continuity

Trends = ITSM a Strategic capability

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A (learning) Approach to MAXIMIZE RETURN ON VALUE

Agenda

BEYOND TRADITIONAL training interventionsCreate buy-in, overcome resistance, empowerPeople

MEASURING IMPACT

……..using a Case…

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Case: Customer X

Busy with ITIL Foundation training….(20 K invested)…...bought a tool…(50 K invested) developed processes….(10 K invested) …wasn’t working…..resistance…no information….no control…..

…..wants VALUE and RESULTS

52% Fail Due to resistance

70% Don’t Get value from ITSMInvestment

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How can we see andmeasure the impacton V,O,C,R?

Which problem dowe want to solve?

What is your learning objective?

What is the desiredBehavior?

What will we see differently?

Which Skills, Knowledge &competences do people have/need to do this?

How do we evaluate the learning experience?

How can we evaluate that the knowledge or skillshave been learnt/ applied?

Which new behavior will we see at the workplace, how can we enable this & measure?

An effective approach - maximize value

3%

‘Wish’ – (Behavior)

Objective/problem

‘Wish’Behavior

CompetencesTestprove

Businessresults

Learningprocess

Functioning

Which learning intervention or exercise can help achieve this? Intervention

‘Serious Game’

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Knowledge:

Expertise and skills acquired through experience or education;

the practical or theoretical understanding of a subject.

Educationand

Theory

Where do we go WRONG?

A SERVICE is a means of

delivering VALUE to customers by facilitating OUTCOMES

customers want to achieve withoutthe ownership of

specific COSTS & RISKS.

ITIL Certification

‘Wish’ – (Behavior)

Objective/problem

‘Wish’Behavior

CompetencesTestprove

Businessresults

Learningprocess

Functioning

Intervention‘Serious Game’

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Valueand

OutcomesIntake & Transfer

It is through aneffective INTAKE& TRANSFER of learning into the

Working environmentthat VALUE

is createdand knowledge

translatedinto RESULTS

Knowledge translated into Results

‘Wish’ – (Behavior)

Objective/problem

‘Wish’Behavior

CompetencesTestprove

Businessresults

Learningprocess

Functioning

Intervention‘Serious Game’

Translating theoryinto practice

‘New behavior’

• Don’t get the HOPED

• For VALUE

>70%

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ABC Assessment

Help identify ‘Undesirable behavior’ & ‘Resistance’

To help scope the Problem and identify

‘Undesirable behavior’

Customer X

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Help identify ‘Undesirable behavior’ & ‘Resistance’

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Help identify ‘Undesirable behavior’ & ‘Resistance’

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Problem/Wish - New behavior/ Business results

Dissatisfied Customers Poor availability Re-inventing the

wheel, wastingmoney and time

No control Staff frustration

Customer focused All incidents recorded Support staff record & transfer

work-arounds Managers addressing

people on behavior We prioritize using Business

impact We continually improve We give direct feedback

Improved Customer satisfaction

Improved availability Less wastage Improved motivation

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CompetencesTestprove

LearningprocessIntervention

‘Serious Game’

ABC (Customer/Resistance) Apollo MT Define ‘Wish’ – agree Transfer

role of managers Apollo Employees –

define Wish, identify resistancecapture improvements

Define measurements Leadership

Learning Intervention

© GamingWorks

User

Call center

1 st Levelsupport

2 nd Levelsupport

3 rd Levelsupport

Supplier

Flight Director

Business

Mission Director

Experiential Learning – Business simulation

Developing a Tool, Developing a Tool, to enable the processes,to enable the processes,support decision making,support decision making,Manage the workload,Manage the workload,Transfer knowledge,Transfer knowledge,Solve issues.Solve issues.

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Managers focus on desirable behavior,REWARD & CONFRONT

Use daily contact moments:- Coffee machine- Meetings- Waiting for elevator

Give right example Present results, ask for suggestions Set priorities in line with SLA

Develop own procedures, KPIs – together. Apply CSI

Confront each other on behavior Update the tool with accurate, useful

timely information to enableresolution and control

Go into business and observe use. Present back to teams

What do we AGREE to do Differently….how can we ENSURE this?

Transfer into the working environment

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Behavior 1st 2 mnth

I know why we need to document and register all relevant items.

6,5

I register all the items I need to document. 6.7

I regularly use information from the tool. 6,0

I observe other people recording useful information 5,4

I observe that others are using information to make decisions and reporting

5,7

I see managers confronting undesirable behavior and promoting new processes

5,8

Measure behavior - Progress

Measuring currentbehavior & change over time.

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See! managers don’t really care

That’s not what we agreed!

It can get

WORSE

I don’t have the time….

I’ve got more important things to do…..

Rewards!?…..nonsense, they’re adults

I already told them what to do!.....

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Measure behavior - Progress

Behavior 1st 2 mnth

I know why we need to document and register all relevant items.

6,5

I register all the items I need to document. 6.7

I regularly use information from the tool. 6,0

I observe other people recording useful information 5,4

I observe that others are using information to make decisions and reporting

5,7

I see managers confronting undesirable behavior and promoting new processes

5,8

8,6

7,6

7,1

6,8

6,9

7,0

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Behavior 1st 2 mnths

Our processes are designed based on customer focus and Service Catalog.

6,1

Our new tool is effective and delivers added value. 5,7

We spend enough time carrying through on process & performance improvement.

5,8

My work is more effective and efficient. 5,9

Other people always stick to agreements made 5,7

Other people regularly inform me about status of the agreements we made.

5,6

7,2

7,2

7,1

7,5

7,07,0

© GamingWorks

Busissresults

1. Improved Customer satisfaction rating

2. Improved 1st call resolution and availability of key focus systems

3. Improved staff satisfaction

1. 32% score 8+ on “My work is more effective and efficient” (47% 7+)

2. 29% score 8+ on “Project X brings results” (41% 7+)

3. 34% score 8+ on “Project X has improved my work” (47% 7+)

I have bettercontrol. Insight

& decision making

I am better able to help and inform

customers

1st call resolution went up from 65% to 75%, representing 40000 additional calls resolved, saving 2 Million Koner and the business outcome? improved patient care and patient safety.

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Use the 8-field model to identify desirable and undesirable behavior that needs changing

Do this together with the teams and managers(Use ABC cards to help assess, discuss)

Explore using ‘experiential’, learning by doing(also coaching) to translate theory into practice

Start measuring behavior and impact, reviewwith ALL teams then focus on next behavior

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Thank You

Any [email protected]