Itsmf successful itsm transformation v 1 - 28-11-2013

• 1. Successful ITSM Transformation Using EA & Kotters 8 step Process for Organisation Change Management Sukumar Daniel Managing Consultant, Action Research FoundationitSMF India Conference, Bangalore, 2013

2. Need for Stability in a Changing WorldBACK GROUND2 Intellectual Property of Action Research Foundation 3. ICT in times of Economic Turmoil Changing Needs Enterprises are seeking to leverage Information and Communication Technologies to support and enhance their ability to survive, compete and grow in a depressed and uncertain environment. Organizations are struggling with costly, fixed, ageing application and infrastructure portfolios that limit or prevent them from responding to changing and volatile business conditions. The challenge for the CIO is to navigate this turmoil today, while also building a foundation for success tomorrow. Current economic realities are driving changes to enterprise priorities, which in turn, are driving changes to the CIOs IT priorities.To survive and thrive in this uncertain economy, organizations are re-prioritising their IT programs and projects and leveraging service management best practices with an automation layer. Intellectual Property of Action Research Foundation3 4. Is it really true that 95% of ITIL projects dont deliver on promise?My interest lies in While there is no figuring out what formal data available, organisations in the 5 % discussions on Linked are in quote anywhere doing to get success.. to 65% from 954 5. Issues that impact success Lack of clarity in Objectives No clarity of the End State and its impact Not connected to Customer OutcomesNot managed as an organisation Change initiative Focus on Maturity Gap Analysis Not connected to real world problemsMono Focus on Process ITIL Implementation Mono Focus on Tools Replace existing tools as it does not meet needs Not including operational staff in design and development of the ITSMS Excluding Vendors from the scope Not focused on establishing PDCA in the DNA of the IT SMSStrengthening Technology Silos instead of building Supply Chains (end to end SOA) 5 6. Need of the Hour Paradigm Shift To IT Service ManagementFrom Technology ManagementFlexModeIP SOA FrameworkBeforeAfter6 7. Service Management 101 - Quality is the Customers Perception! What is the Best Car in the World? Could depend on any of the following! How does it Look?How fast does it go?How Spacious is it?How much does it cost to run?How often does it need repair?What does your wife / Girlfriend / Neighbor think about it?7 Course Ref: ARF-PITSMTITSM10102 V1.0 8. What is the True Measure of Car Quality for a Customer? What is the Best Car in the World? What do you think is the official Global Hurrah Japan Guess Which a Car? Measure of the Quality of Car ! Manufacturer has Its Lowestevery The Toyota been winning, Can you Guess Which Car Company Makes it? Number of year, for many Unscheduled Visits years? It is only one Sentence.. to the Service Station A Clue 8 Course Ref: ARF-PITSMTITSM10102 V1.0 9. What is the best Measure of IT Service Quality for a Customer?What does the IT Service Customer (End User) Really want? Quick Response to How and the Requestscan we It should be a Single Sentence similar to the achieve Least Number of Global Car Quality Measure this Trouble tickets in a practically? running Service! 9 Course Ref: ARF-PITSMTITSM10102 V1.0 10. Toyotas Secret Success FormulaKaizen Continual ImprovementIn The Kanban In the Shop Floor10 11. PDCA Its not about where you are today, Its about where you want to be tomorrow! ISO 20000 ISMS Standard has the PDCA embedded in its DNA11 12. Architecture Makes the DifferenceCUSTOM BUILDING YOUR IT SMS SOA FRAMEWORK USING FLEXMODE 12 Intellectual Property of Action Research Foundation 13. Enterprise = objectives, Strategies, Supply Chains & MeasurementObjectives Met?An Enterprise is started The Operations Engine consists of a by one or more supply chainpeople of service with an objective (for management systems using making Profit?) business process chains supported by an ICT automation layerstrategies to reach the objectives are then createdStrategies are converted by an ICT Enabled Supply Chain Operating System consisting of People, Processes, Products and Partnerships to provide Means to reach ObjectivesFeedback for Strategy 13 and OS Improvement 14. What are Supply Chain Service Management Systems? 4 Dimensions of IT SMS People & RolesPolicies & ProcessesPartnersAutomation Layer Tools Application Software specific to the Management SystemOther Management Systems Finance Management System Purchase Management System Customer Relations Management System Inventory management system 14 15. Can you build this without using Architectural principles?15 16. How does an Architect Convert your Dreams into a House? First the DreamThen Discussions Then The Architects Sketch Then Engineering Specifications Layer 1Layer 2The Final OutcomeThen Technician BuildersLayer 3Layer 4Layer 6The Result Layer 516 17. Architectural Principles for constructing Executive Perspective your IT SMS SOA FrameworkScope ContextsBusiness ConceptsArchitects PerspectiveRoles & PerspectivesTechnician PerspectiveSystem LogicIT Group PerspectiveAbstraction LayersBusiness Mgmt PersEngineer Perspective Tool ComponentsOperations Instances Technology Physics17 18. Architects use Standards and Specifications (for IT SMS)Successful Implementation depends on how you use your common sense to create Policies, Processes and Procedures and Manage them to meet the unique requirement of your enterprise and not ISO or ITIL18 19. FlexModeIP Method Framework International Standards & Knowledge BasesMethodologyBusiness ObjectivesKnowledge BasesAction Research to Establish a Baseline and Operate PDCA Cycle to keep moving to the next BaselineArchitecture and Process embedded in ITSM Application used to establish a Baseline FoundationStability in a Changing WorldImproving Capability MaturityArchitecture Driven Service Oriented Process Approach to culture ChangeA world In turmoil of Change19 Intellectual Property of Action Research Foundation 20. FlexModeIP Next Generation, Custom Built IT Service Management System Transformation Solutions OfferingDRIVING THE ESTABLISHMENT OF THE FIRST BASELINE 20 Intellectual Property of Action Research Foundation 21. The FlexModeIP Transformation Process Life Cycle Basis Source: Kotters Framework R e s e a r c h A c t i o n Establish a sense of urgency Create the guiding coalition Develop a Vision and Strategy Communicate the Change Vision Empower employees for broad-based action Generate short-term wins Consolidate gains and produce more change Anchor new approaches in the culture 21Intellectual Property of Action Research Foundation 22. 1. Creating a Sense of Urgency Finding the Right Cause There is always an underlying aspect that everyone knows about It is mostly connected with something the business is doingIt could also be connected to a series of disasters It could be connected to poor relationships that the CIO is having with his peers in the business22 Intellectual Property of Action Research Foundation 23. 2. Creating the Guiding Coalition SOM Tools Group Technical SupportService Desks SDMGovernance - HPDModule SPOCService SPOCQ Group Technical SupportEUS Support Groups SDMService Quality Monitoring GroupService SPOCService Facilitator E Learning Training Program DevelopmentLearning & Development Training Program Management (CDM)Application Support Groups SDMService SPOCModule SPOCModule SPOCChange Management GroupProblem Management GroupService SPOCInfrastructure Support Groups SDMChange is usually easier to achieve when those affected by the change are involved 24. 3. Develop the Vision and Strategy A journey without a destination is just wandering If you dont know where you are going, you will end up some place else Campbell.24 25. Outcome Planning Wheel 4+1 Questions 3. What are the Specific Criteria of Success?5. What will you do to ensure success4. What or who can confirm these changes?1. What Business needs will be met?2. What will executive leaders and their Reportees do differently? 25Source: 7 Disciplines of Breakthrough Learning 26. 4. Communicate Change VisionEnterprise SOA Service ModelerYour Existing or New Service Management System and AppsEnterprise SOA Analyser Data Warehouse and MinerContinual Improvement26 27. ITSM Service Delivery Model Service Oriented Management ArchitectureEnterprise Business Organisation Customer SideDistributionMarkettingBusiness AreaBusiness AreaBusiness AreaLocationsLocationsPurchasingFinanceLocationsLocationsThe Service Desk Single Point of Contact for IT usersCIOs Organisation/s IT Service Provider/s to the Enterprise Application Services Marts Supply SideL1Service Channel App Supplier Infra Supplier Process supportA p p S r vA p p S r vA p p S r vEnd User Services MartsApp Supplier Infra Supplier Process supportL2 L3Service Channel App Supplier Infra Supplier Process supportShared Network Infra Shared DC InfrastructureD e s k T o pInfrastructure Services Marts Intellectual Property of Action Research FoundationE M a I LO f f A u t oApp SupplierL1 L2Infra SupplierL3Process support27 28. Service Supply Chain What, How, When, Who, Where & Why SLA Contact Center Business ServiceOLA App Support Service OwnerOLANetwork ServicesDC Infra ServicesFire WallAMC 3rd Party Support Asset ManagementMS Server OS MS Outlook ServerWANEmail Service End UserOutlook Client & Local MailboxLANMS SQL ServerOn Line SDNetwork Equipment ProvidersWAN ProvidersAnti Virus & MentoringServer Clusters Shared StorageMS IIS ServerSpam Filter24 Hour Ops.Off Line SDUPCDSS Application SupportNetwork Support Hardware VendorsDSS VendorsL1 SupportServer SupportL2 SupportL3 SupportIntellectual Property of Action Research FoundationAsset Manager 28L3 SupportL4 Vendors 29. Service Marts - Lessons from how Supermarkets are organised Departments have Aisles Containing Products Departments FoodMusic InstrumentsClothesCourse Ref: ARF-PITSMTITSM10102 V1.029 30. FlexModeIP IT Services Mart Concept Supermarket for IT Services Corporate IT Service Super MarketDepartment = Mart IT Service martsIT Service martsServices ServicesServicesServices ServicesServices Services Services ServicesCourse Ref: ARF-PITSMTITSM10102 V1.0IT Service ChannelsServicesServicesIT Service ChannelsServicesIT Service ChannelsIT Service ChannelsAisle = Service Channel Services ServicesProduct = Services Services Services 30 31. An Integrated framework for Incident Classification and Resolution Categorisation Classification Captures User Details and Symptom Experienced or Service Request of the caller (End User)Resolution Action Local Area Network Replaced Mother BoardReplaced CableReplaced Network CardChanged ConnectorCablesWide Area Network Re Booted Switch Closure ActionFire WallCablesReplaced CableNetwork Card Changed ConnectorWeb Server Replaced Switch Switch WAN ComponentEnd to End Service Map MS Outlook Email Service Corrected Profile SettingDatabase Server Re-Created ProfileExchange ServerOutlook Client ProfileOutlook ClientIncoming Call Classification Identifies the Source Business Organisation of the Caller Identifies the Business Area within the Business Organisation Identifies the IT Service Channel Owning the Service pertaining to the call Identifies the Service Pertaining to the call Identifies the Symptom that the Caller is experiencingPoint of Failure Incident Resolution Data CaptureIntellectual Property of Action Research FoundationComponent of Point of Failure 31 32. 5. Empower Employees for Broad-based action SOM Tools Group Technical SupportService Desks SDMGovernance - HPDModule SPOCService SPOCQ Group Technical SupportEUS Support Groups SDMService Quality Monitoring GroupService SPOCService Facilitator E Learning Training Program DevelopmentLearning & Development Training Program Management (CDM)Application Support Groups SDMService SPOCModule SPOCModule SPOCChange Management GroupProblem Management GroupService SPOCInfrastructure Support Groups SDMChange is usually easier to achieve when those affected by the change are involved 33. FlexModeIP Template Globally Converged Service Inventory journey through the abstraction layers Zachmans Abstraction Layers Scope Contexts Row Identified by the IT organisation Column. Business Concepts Row Identified by Service Channel (Supply Chain) Column.System Logic Row Identified by IT Organisation, Service Channel, Service, Symptom, Logical CI, CI Component, Resolution ActionTechnology Physics Identified by the Symptoms Column along with the Resolution Framework33 34. Updated in SMS Automation Layer as Foundation Data Component Assemblies and Operations Classes Zachmans Abstraction LayersComponent Assemblies Foundation Data Configured in Remedy Service DeskOperations Classes Incident Management and Problem Management Modules34 35. Front Office User Portal, Back Office Engineer Portal35 36. 6. Generate Short Term wins End User Services Weekly Incident Trend is growing at the Service Desk 37. Incident Ticket CountEffectiveness verifiable in Citrix Service Incident TrendDeclining Trend Demonstrated, (lowest levels in 6 months) 38. 7. Consolidate Gains and Produce More Change38 39. 8. Anchor New approaches in the Culture Identification of Top 3 Issues with a Service for Improvement Resolution FrameworkClassification Framework Incident Rank - Service ChannelSelect Business / Country View Service ChannelIncident Rank - Closing Action Performed on ComponentExtract Sample Data for RCA100 80 6080Select Component View Actions60404020200 Srv Chn 1Srv Chn 2INC Count0Srv Chn 3ApplicationSR CountIncident Rank -IR for Services In ChannelSelect Service Channel View Service IRDB SrvrIncident Rank - Logical CI from Service80 6060404020Select Logical CI View Component80200 Service 1Service 20Service 3Module 1IR / SR CountModule 2Module 2IR / SR CountIncident Rank - Symptoms in ServiceSelect Service View SymptomsApp Srvr IR / SR CountIncident Rank - Logical CI from Service80 8060Select Service or Symptom View Logical CI60 40 40 20200 Symptom 1Symptom 2Symptom 30 ApplicationIR / SR CountIntellectual Property of Action Research FoundationApp Srvr IR / SR CountDB Srvr39 40. Key Success Factors Continual Sponsorship from executive management for instantiating programs to manage multiple, simultaneous, Iterative, projects; operated as Transformation and Change Initiatives that impact all four dimensions of People, Processes, Tools and Partnerships. Actively creating and promoting collaborative relationships for sharing responsibilities between the personnel in service supply chains; operating Business Process , the IT Service Delivery and the 3rd Party Service Providers.Organisational policy and personal performance target reviews which motivate and encourage collaborative working between all groups operating the supply chain. 40 Intellectual Property of Action Research Foundation 41. Key Success Factors Adopting automation assisted approaches to manage SDLC and its integration with Service Management Systems across the end-to-end Supply Chain, using Enterprise Architecture and SOA Principles for building the IT SMS.Effective use of available and evolving technologies to create, access, analyse and improve performance and quality measures by establishing a single source of truth, Business Intelligence, data warehouse, to iteratively improve the Service Management Systems capabilities Effective Governance by Business, IT Service Management and 3rd Party Managed Service Provider Executives. 41 Intellectual Property of Action Research Foundation 42. Question TimeOPEN HOUSE42 Intellectual Property of Action Research Foundation 43. A case study from a real life FlexMode ProjectANNEXURE 1 PRACTICING CONTINUAL SERVICE IMPROVEMENT 43 Intellectual Property of Action Research Foundation 44. Traditional Management Silo Performance Monitoring Wintel Support GroupWintel Services Support Group Weekly Incident Ticket Trend is DecliningThe Kitchen 45. New Paradigm Customer Outcome as basis (Contacts at the Service Desk) End User Services Weekly Incident Trend is growing at the Service Desk 46. Customer Contact issues at Service Desk for End User Services End User Services, Service Channel Top 3 Issues 47. 1 in 3 end user has called in with a Desktop Software IssueMS Outlook and Citrix Services are the biggest sources of Incidents and impact the whole organisationVeg & Meat Cutting 48. The Technology Silo (Support Group) resolves an insignificant number of DS Incidents Who is Responsible for reducing End User Calls in the Citrix Service?Veg & Meat CuttingResolved by L1 Service DeskResolved by L3 Wintel Support Group 49. IT Service Management System TransformationThe Required Paradigm Shift in Culture To IT Service ManagementFrom Technology ManagementLet's See What Can Happen FlexMode SOA Framework When the Paradigm Shifts IPBeforeAfter 50. Effectiveness of Boundary Less Behavior ! L1, L2 & L3 work together to operate the problem management process, perform root cause analysis, create a change and eliminate one of the underlying causes of Incident Generation Application Not Responding (53%) Network LatencyHigh Load on The System (15%) Idle SessionsCitrix Server Disconnected Sessions Specific App ServerTime out values changed from 3 hours to 30 minSpecific Database ServerCR# CM010043 CR# CM012084 CR# CM014181 raised to cover remaining serversACTION reduce Time out from 3 hours to 30 minutes.Increase in concurrent SessionsUnable to launch applicationUser Error Client ConfigurationClient Issues (32%)Primary Root Cause -Time out Value Parameter High leading the symptom of unable to launch application 51. Incident Ticket CountEffectiveness verifiable in Citrix Service Incident TrendDeclining Trend Demonstrated, (lowest levels in 6 months) 52. Case StudiesPROOF OF THE PUDDING IS IN THE EATING Intellectual Property of Action Research Foundation52 53. Sukumar has been a great to work with. His passion to drive change at the Organisation level was amazing. He was able to cut thro' all layers of Management and get the buy-in from the people. He was able to get the organisation adopt a stepchange approach to ITSM initiative and steer the organisation strategy to align to the new paradigm of Continual improvement and Problem Management August 28, 2011, Clement C Jayakumar, Intellectual Property of Action Research Foundation Head Quality Tesco HSC.Played the Role of Head People Stream of the Change Initiative Created the Integrated SDLC - ITSM SOA Architecture for UK operations and Scaled it to 18 Countries in 2 years Produced and Mapped 250 Services on an end to end basis in the using custom built SOA framework tailored using FlexMode, Configured and released, Incident, Change and Problem on ICCM tool set. Created Transformational Metrics reporting delivering complete transparency of quality of service across the enterprise and Embedded Continual Improvement in the DNA of the Operating Model, by impacting Management Review 53 Agenda and tracking methods. 54. Strategic Drivers Build the People Process Tool Partnership relationships and IT Service management architectures required for establishing a converged global model and for transitioning from multiple IT service provider entities into a single entity; with most services, converged into and supported out of HSC Bangalore.Operational Drivers Improve IT Service Delivery to Tesco IT Users. Replace multiple ITSM tools with a BPM driven process management tool and establish best practices (ITIL and ISO 20000). Build a Tesco Operating Model that will first be adopted by the UK based Businesses and then scaled up to a global model.Transform Ways of working from managing technology to participating in a Service Supply Chain on an end to end Basis. Change the focus on meeting Service level Agreements to a focus on providing effective resolutions within agreed timelines. Embed the continual improvement cycle of PDCA in the DNA of the way staff provide and support IT services to Tesco Customers Uniform operating model across all service support groups, building portability and flexibility for staff working in TescoExecutive management Drivers Provide transparency into the quality of IT Services provided to multiple business groups across the Tesco landscapeProvide mechanisms to establish monitor and report on various performance criteria required for effective IT service management. Provide mechanisms to identify and mount Service Improvement Programs to continually improve the effectiveness and quality of services provided to Tesco IT users.54 Intellectual Property of Action Research Foundation 55. Intellectual Property of Action Research FoundationUsed Enterprise Architecture Principles to create and embed a Service Oriented Architecture Framework using the BMC Remedy Suite of ApplicationsI would like to recommend Sukumar Daniel - the chief architect for our ITSM/Remedy program. Apart from his high calibre technical skills, he has great drive and teamwork abilities. He also has a very amiable personality behind a juggernaut temperament on project execution. Probir Mitra, CIO, Tata Motors Ltd.FlexMode Based Program to Establish the IT Service Management System, operated by the CIO in a fully outsourced IT Service Delivery Regime.Achieved 1st Baseline of the SOA transcription in 30 Calendar DaysEstablished collaboration between 3rd party Service Providers for Application and Infrastructure Support across the Service Supply Chain on an End to End Basis.Achieved visible and measurable improvement in capability to effectively manage the outsourced Service Providers while optimising costs in a measurable and verifiable manner. 55 56. Generated measurable real cost savings and demonstrated ROI by Created the Business and Technical service catalogues and integrated the same for tracking and managing service levels provided by multiple service providers and configured the same into Remedy. Established End User Self Help by publishing the Remedy Web console, managed the development of Video based communication and personally authored all end user communication, including Mail Responses, notifications, IVR Script, Release Announcements, etc. Designed, configured and established Remedy based Incident Management process for managing service restoration. Consolidated more than 20 help desks across the country into a single Virtual Service Desk, applying ITIL concepts for a Single Point of Contact for all IT services. Creating End to End Transparency of the IT Services for End User Services, SAP ERP Application Services for Supply Chain Management and Other Applications across multiple 3rd Party Service Providers with differing Underpinning Contract related Targets. Embedding SOX IT General Controls into the Incident and Change Management Processes using out of the box BMC Features to track the Change from the generation of a Change Request through to Post Release Validation. Achieved measurable reduction in effort and Time required by both Assessors and Technical Staff to organise and preserve documentary evidence required to demonstrate controls required by Statutory requirements of SOXIntellectual Property of Action Research Foundation56 57. Established a Service Oriented Framework for IT Service Management Created a Data Mining Tool using 3rd Party Presentation and Analysis Tools which were generated from a single source of Truth in the Remedy Data bases and used for Supplier Management Process Activities Closely coordinated with CIO Service Level Managers to rationalize SLA and establish Service Provider Underpinning contracts. Created capability for both Transactional and Transformational Metrics being available on Demand. Automated all service reporting activities with Drill Down features for Improvement Opportunity Identification and mounting Service Improvement Projects and Confirming EffectivenessCreated the Automation Layer for Billing of Managed Infrastructure Services from IBM. Establishing a Baseline and tracking changes to Personal and DC Infrastructure Asset Register using Discovery Based Automated using CCM and establishing the Golden Database for use in Invoicing for Managed Services. Eliminated Cumbersome and difficult to achieve Manual Stock Ledger Assessment across geographies while enhancing quality of data resulting in stress free billing and invoice approvals for Pay By Use IT Infrastructure.57 Intellectual Property of Action Research Foundation 58. Designed the configuration management processes and Re-Engineered the End User IT Asset Management. Designed and implemented a project to change the Host Name, of more than 11000 computers, as per a standard Mask across 80 sites, Automated the creation and maintenance of Asset Registers that provided details required for managing Vendor Owned assets deployed for a monthly fee and refreshed on a four year cycle. Established capability to provide cost centre based costing.Designed the automated Infrastructure event Monitoring and management processes and project managed the Tivoli-BMC interfacing and created base lines of Business Service management Architecture in the CMDB using Automated Discovery.Designed the Metrics based Review processes and provided the Measurement Methodologies, templates, graphical expressions for extracting the same from Remedy.Instrumental role in establishing mechanisms to transform from reactive management to proactive management of IT services. Architected the Transition of ITSM services from Ford Infrastructure to the Jaguar Land Rover InfrastructureSukumar is an expert in IT Service Management. He has helped us define what we need to do to integrate people, processes, technology and partners into provide a best in class IT Services function within an advanced engineering company. October 9, 2009, Andy Fleming, IT Process and Controls Manager, 58 Intellectual Property of Action Research Foundation Jaguar Land Rover Ltd 59. I worked with Sukumar to restructure the IT processes by using the ISO 20000 framework and to improve the usage of Remedy as a supporting tool. He has been very instrumental in finding and explaining the right standard for our organisation and also due to his drive, enthusiastic nature he managed to get many people involved and to follow the path he designed. The ISO 20000 programme was managed by him. Today we are reaping the benefits of all these efforts. I enjoyed working with him and wish him all the best." Johan De Wit, Head of IT Governance and Project Portfolio Management, ING Bank, Netherlands. Intellectual Property of Action Research FoundationJoint Chairman of the IT Change Management Committee and Senior Advisory to the ISO 20K Project for establishing a Process oriented organization. Transformed the CIO organisation to take its rightful role in enabling ING international to meet their business objectives for India. October 2005 to June 2007 Developed and Deployed the FlexMode framework V1.0 for aligning IT with business in a secure and managed outsourced environment using BMC 7.0 for the first time in India. Provided a Service Oriented Architecture for the CIOE Management Framework and Project Managed BMC Remedy ITSM Suite implementation using lean rapid deployment methods.59 60. Establish a COE for IT Service Management which will oversee the establishment of an IT Service Management System required for transforming current Corporate Internal IT services organisation into a Shared Services Configuration compliant to the requirement of ISO 20000 International Standard for Service Management.Establishing a Governance Structure for the effective implementation of an efficient and effective IT Service Management System to meet strategic objectives of Corporate ITEnsuring that process Automation layer effectively embeds processes and provides Management Information required for establishing management control and continually improving customer outcomesEnsures that Architectural Principles are Identified and deployed to put in place a Service Oriented Architecture Framework for the ITSM to transform from Technology Focus to a Service Oriented Focus.Creating policies to meet strategic needs when the ITSMS is scaled up to cover multiple locations across the globe especially in the areas of Service Level Management, Prioritisation, Tracking across Geographically and technically diverse support groups and organisation.Establishing capabilities required for corporate IT to become an Independent Shared Services Provider to the enterprise globallyTo do the above using the principles and methodology outlined in the FlexModeIP paradigm shift framework for IT Service Management SystemsIntellectual Property of Action Research FoundationEmbedding Continual Improvement Culture in the DNA of the Custom Built IT SMS60 61. Question TimeOPEN HOUSE61 Intellectual Property of Action Research Foundation