Implementing MSM using the "Big Bang Approach” Cathy Imray.
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Transcript of Implementing MSM using the "Big Bang Approach” Cathy Imray.
Highlights
• Just a little bit about MPAC• There’s a hole in my bucket• We got engaged• Focus, focus, focus• Stick handling our goal• All hands on deck• Don’t sweat the small stuff
Just a little bit about MPAC
• MPAC is a non-share capital, not-for-profit corporation funded by all 444 municipalities in Ontario.
• MPAC administers a uniform, province-wide property assessment system based on Current Value Assessment.
• MPAC currently assesses and classifies nearly five million properties, more than any other assessment jurisdiction in North America, with an estimated total value of $2.17 trillion dollars.
• MPAC employees are located in 35 local offices across the province of Ontario
There’s a hole in my bucket
Our former world, within our tool:• Incident, Service Request and
Change ManagementOutside of our tool:• Process documents for Service Desk,
Incident and Change ManagementChallenge:• Complex causing confusion and
pushback
We got engaged!
• Create changing results by leveraging opportunity
• Engage the “noise makers”• Illustrate where success is
attainable
Focus, Focus, Focus
• Bring the right people to the table
• Secure a commitment of time• Clearly state our goal “no scope
creep”• Nag, nag, nag! Whoops I mean
ensure people are doing what they committed to.
Stick handling our goal
• Process development• Product configuration• Testing• Training (tool and process)• Implement• Continuous improvement
moving forward
All hands on deck!
• Process players• Who’s going to build what• Where do we begin to test• Training can make or break you• Communication, say Whaaat!
Don’t sweat the small stuff!
• True happiness comes not when we get rid of all of our problems, but when we change our relationship to them, when we see our problems as a potential source of awakening, opportunities to practice, and to learn.”
~Richard Carlson
What we implemented
• Incident Management• Change Management• Request Fulfillment Management• Release & Deployment Management• Asset/Configuration Management• Knowledge Management• Problem Management• Service Level Management• Service Portfolio Management• Service Catalogue Management
NEW
NEW
NEW
NEW
NEW
Challenges
• Change and Release Management
• Is it an Incident or Service Request
• Updating and moving the requests through the workflow
• Populating Knowledge Articles
Where are we going?
• Revise our Services and Sub-Services
• Building a comprehensive Service Catalog
• Build SLA’s for certain request types
• Build Release templates• Change and Release Scrums• Review/revise Problem
management process