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Carlos CasanovaFounder & PresidentK2 Solutions Group, Inc.http://www.k2sg.com
Date:
http://www.cmdbimperative.com
www.k2sg.com“Leading the ascent to the peak of Service Management”“Leading the ascent to the peak of Service Management”
March 21, 2013
Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
Lead SuccessDon’t manage failure!
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2© ITSM Academy
About ITSM Academy
Welcome!
Accredited Education Certified Process Design Engineer
(CPDE)
ITIL® Foundation ITIL Capability (OSA|PPO|RCV|
SOA) ITIL Lifecycle (SS|SD|ST|SO|CSI) ITIL Managing Across the Lifecycle
(MALC) ISO/IEC 20000 Foundation &
Bridge MOF Foundation
Practical, Value-Add Workshops Building Blocks, Roles, Service
Catalog, etc. ITIL, MOF, ISO 20K Overviews Apollo 13, Visible Ops: The Class And more!
Since 2003 - Tens of Thousands Trained and Certified
ITSM Professional Diplomas Change/Support/SLM
Public Classes throughout U.S.
Corporate On-Site Classes Virtual Classes Courseware Licensing
Corporate & Partner (GEM)
Alumni Program PMI Global Education
Provider Certified Woman-Owned
ITIL® is a Registered Trade Mark of the Cabinet Office.
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Agenda
BackgroundLeaders not Managers
Characteristics Assessment
IT Service Management Components Vision
Recap and Closing
Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
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Background
Professional 20 years of technology and process leadership in various roles Industry recognitions/certifications Lead CMDB design/deployment for global financial services company BofA, SSA, US Marine Corp, General Dynamics, MetLife, IBM Global
Services Speaker at local, regional, national and international conferences
Company Founded K2 Solutions Group, Inc. in 2008 Value based Executive and Practitioner Service Management solutions
Presentation Topic Executive leadership, not management, is vital to ITSM adoption
Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
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Agenda
BackgroundLeaders not Managers
Characteristics Assessment
IT Service Management Components Vision
Recap and Closing
Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
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Leaders not Managers
I don’t like to be managed,but if you lead me, I will follow!
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Professional Challenges / Taking Initiative
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Reluctance to engagevs.
Excitement to accomplish
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Why People Follow
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TrusTrustt
Passion
Security
Communication
Confidence
Stability
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Who are you?
OrganizeDirectPlanControlCoordinateAuthoritarianProblem SolvingLogisticsSeeks Comfort
InspirePersuadeMotivateListenInfluenceCharismatic MentorCoachSeeks Risk
Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
AA BB
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What do you do?
OrganizeDirectPlanControlCoordinateAuthoritarianProblem SolvingLogisticsSeeks Comfort
InspirePersuadeMotivateListenInfluenceCharismatic MentorCoachSeeks Risk
Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
AA BB
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Are you Managing or Leading?
OrganizeDirectPlanControlCoordinateAuthoritarianProblem SolvingLogisticsSeeks Comfort
InspirePersuadeMotivateListenInfluenceCharismatic MentorCoachSeeks Risk
Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
ManagerManager LeaderLeader
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Are you Managing or Leading?
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ManagerManager LeaderLeader
Leaders think strategicallyMangers act tactically!
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Lead… don’t Manage!
Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
ManagerManager LeaderLeader
Leaders inspireMangers require!
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Agenda
BackgroundLeaders not Managers
Characteristics Assessment
IT Service Management Components Vision
Recap and Closing
Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
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The Pillars of Successful ITSM
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People Process Tech
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The Pillars of Successful ITSM
Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
People Process Tech
Management
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The Pillars of Successful ITSM
Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
People Process Tech
Leadership
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The Pillars of Successful ITSM
Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
People Process Tech
Leadership
Management
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Undermining your ITSM Managers
Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
People Process Tech
Management
Leadership
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Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
Leadership
People Process Tech
Management
People Process Tech
Management
PeopleProcess
Tech
Management
Undermining your ITSM Managers
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Tactics
Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
Successful
• Inspired to achieve• Supported in failed attempt• Willingness to Change
• Common Sense Design• Tactical Implementation• Strategic Design
• Scale/Org. Appropriate• Consolidation• Compound Initiatives
Unsuccessful
• Motivated by fear• Blind Conformance• Protectionism
• Process for Process Sake • ITIL-topia• It’s a framework???
• Big Bang Implementation• Continued Data Sprawl• A Faster Wrong Solution
Lead ITSM cultural transformationsthey cannot be mandated!
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Agenda
BackgroundLeaders not Managers
Characteristics Assessment
IT Service Management Components Vision
Recap and Closing
Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
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Focus is Relative
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Your Challenge
Leaders Within Identify leaders within the team, department, company Utilize what motivates them, not you Empower, Delegate and Provide “Air Cover”
Environment of Success “It’s possible for me to do my best” Teaching & Learning attitude Importance and reward
Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
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Lead vs. Manage
L – Leverage
E - Energize
A – Assure
D - Direct
M – Manifest
A - Administer
N – Nag
A - Arrange
G - Gauntlet
E - EdictCopyright © 2013 K2 Solutions Group, Inc. All Rights reserved
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Inspirational Leader
You cannot manage men into battle.
You manage thingsYou lead people.
Rear Admiral Grace HopperRetired US Navy
Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
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27Copyright © 2013 K2 Solutions Group, Inc. All Rights reserved
Leading the ascent……to the peak of Service Management
www.k2sg.com
http://www.cmdbimperative.com
Carlos CasanovaEmail: [email protected] : http://blog.k2sg.comWeb: http://www.k2sg.comTel: 401.286.4186
@CarlosCasanova
Thank You!
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