Is Your Service Management Program Still Relevant?

Is Your ITSM Program Still Relevant?More Importantly, are you?

Session 609

David Mainville

Hi Everyone!

• CEO & Cofounder, Navvia• 34 years of varied ITSM experience

– Field Systems Engineer– Systems Management Architect– Service Management Consultant– Service and Support Manager– Product Development / Management– Entrepreneur

• “360 degree” view of ITSM governance

There has never been a bigger need for ITSM governance than now!

So many more “moving parts”

Outsourcing

Security

Regulatory Issues

Cloud Computing

Mobility (BYOD)

But what is governance?

“IT governance is defined as the leadership and organizational structures, processes and relational

mechanisms that ensure that an organization's IT sustains and extends its strategy and objectives”.

Information Systems Audit and Control Association

What’s your organizations view on ITSM governance?

Most People Don’t Care!

When it comes to ITSM governance…

More AccuratelyPeople care about getting their job done!

People care about getting it done!

I’ve got the business demanding more…

I’ve got to find ways to reduce cost…

I’m busy keeping IT running…

Executives

Management

Technicians

We don’t see things “eye to eye”

ITSM Practitioners

“processes improve services, save money and underpin

business processes”

IT Stakeholders

“processes are bureaucratic, implementations keep failing

and the business suffers”

It’s meaningless if the program fails

We inherently know ITSM delivers value

Without governance ITSM will fail!

Governance & ITSM

Without governance it’s virtually impossible to keep your ITSM program on track and

delivering results

Processes Will Fail

ITSM takes the hit

We can talk frameworks…

But will that inspire your IT partners?

What we have here is a failure to communicate

So what's your #1 job?

ITSM leadershipMaking ITSM relevant through

ITSM leaders are…Authentic InspirationalHonest

Listeners Communicators

Copyright 2013, Navvia - A Division of Consulting-Portal

19

It all starts with communication

May 2013

http://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action.html

“Start With Why – How Great Leaders Inspire Everyone to Take Action” – Simon Sinek

Listening is critical

• What are the desired business outcomes

• What’s working or not working for the customer

• Are you adding value or imposing overhead

• What are the gaps that ITSM needs to address

You need to collaborateIf it weren’t for the

pesky user our ITSM program would be

going great

You must collaborate to deliver results

• ITSM success is critical to sustainability

• Remember who your customer is – get their consensus and buy-in

• Avoid “big bang” or “out of the box” installs

• Build metrics and reporting into the program

Don’t wear a bulls eye on your back

You need to hold people accountable

VSNew research says it needs to be a combination of both

"Carrot and Stick" Motivation Revisited by New ResearchNov 22, 2013 by Ray Williams in Wired for Success

An ITSM governance approach

Governance is Key to ITSM success

• 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

Relevant

ITSM is at the crossroadsWhich way do you want to go?

Irrelevant

More importantly, are you?

Is your ITSM program relevant

It doesn’t matter what ITSM tool you’ve selected, or how detailed your process documents are, if you

haven't won the hearts & minds of the people your ITSM program will fail.

Is your ITSM program relevant?

Thank you for attending this session.

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