Post on 05-Dec-2014
description
just enough
Peter Lijnse
proven experience • proven tactics • proven success
Just Enough!
Peter Lijnse!Managing Partner!
!Twitter: @PeterJLijnse!
© Service Management Art Inc., 2012!
Just Enough?!
juste un oeuf !!!???!
© Service Management Art Inc., 2012!
Agenda!
• Context!• Roadmap!• Fundamentals!• Scalable!• CSI!
© Service Management Art Inc., 2012!
Context!
© Service Management Art Inc., 2012!
Context!YOUR COMPANY�S CONTEXT MAP
OUTSIDE TRENDS INTERNAL TRENDS
POLITICAL CLIMATE ECONOMIC
CLIMATE
CUSTOMER NEEDS
SaaS!Cloud!PaaS!
Social Media!
BYOD! Regulatory changes!!Policies!
Unemployment rate!!Contractor resourcing!!Costs!!!
BYOD!
Security!
Outsourcing!
Innovation!!Customer Service!!Outside - In!
Accountabilities!!Leadership changes!
VOCR!
Time to market!
…!…!
© Service Management Art Inc., 2012!
Principles behind “Just Enough”!
• Customer Experience (VOCR)!• Business Priorities!• Leadership!• Clear Accountabilities!• Agility with Integrity!• Governance!
© Service Management Art Inc., 2012!
Roadmap Development!
© Service Management Art Inc., 2012!
Roadmap with clear vision!
© Service Management Art Inc., 2012!
Vision is not that clear!
© Service Management Art Inc., 2012!
Roadmap Development!
• Explore!• Assess!• Design!• Develop!• Implement!• Review!
© Crown Copyright 2011. Reproduced under license from the Cabinet Office!
© Service Management Art Inc., 2012!
Strategy !
Strategy
Services Customer
$
© Service Management Art Inc., 2012!
ITSM Strategy!
© Service Management Art Inc., 2012!
Fundamentals!
© Service Management Art Inc., 2012!
Five Strategies for Success!
• Organizational Design!• Documentation!• Communication!• Education & Training!• Management Information!
Governance!• Policies!• IT General Controls!
© Service Management Art Inc., 2012!
Leadership!
“We don't need any of this ITIL® crap. If we just hired good people, tell them what
we want done and enabled them to take action – we would be so much further
ahead”""
anonymous"!ITIL® is a Registered Trade Mark of The Cabinet Office.!
© Service Management Art Inc., 2012!
Understanding consequences!
“Personal ‘ownership’ and ‘accountability’ for the goals (Value, Outcomes, Costs and Risks) trumps process flows and technology”""Tweeted by @gamingpaul (Paul Wilkinson) based on what a CIO discovers during an Apollo 13 ITSM Simulation session"
© Service Management Art Inc., 2012!
ScalablePeople, Process & Technology!
© Service Management Art Inc., 2012!
People Components!© Crown Copyright 2011. Adapted under license from the Cabinet Office!
© Service Management Art Inc., 2012!
Technology Components!
• Simplicity!• Cloud / SaaS ??!
• Objective:!– Monitoring & Control!– Reporting!
© Service Management Art Inc., 2012!
The “7” Mandatory Fields!
• Name!• Location!• Service!• Component!• Priority!• Category!• Workgroup!
“This would tell the story of any
incident… “!!
Different processes have different requirements!
!!!
© Service Management Art Inc., 2012!
Process Documentation!
0: ITIL!
1: Process Guide!
2: Quick Reference Guides, Templates,
Procedures!
3: Work instructions!
Based on:!- Culture!- Technology!- Skills!- Accuracy!- VOCR!- Service!- Customer!
© Service Management Art Inc., 2012!
BPM versus Adaptive Case Mgmt!
“The path of execution cannot completely be predefined, human judgment and external events and interactions will alter the flow”"
Source: processmakerblog.com!
© Service Management Art Inc., 2012!
CSI!
© Service Management Art Inc., 2012!
CSI Mindset!
© Service Management Art Inc., 2012!
CSI Meeting!
• Stakeholders!• Define scope, objectives and agenda!• Ground rules!• Supporting documentation!
© Service Management Art Inc., 2012!
6 P model!
• Purpose!• Performance!• People!• Process!• Products!• Partners!
© Service Management Art Inc., 2012!
Action Plan!
• Definition of the issue!• Customer value of solving the issue!• Expected outcomes!• Costs of solving issue!• Risks of NOT solving issue!
© Service Management Art Inc., 2012!
Next steps!
© Service Management Art Inc., 2012!
Thank You!
All images from: www.istockphoto.com!
WITH THANKS TO OUR SPONSOR bmc remedyforce
#TFT returns june 2013