Pink Elephant s Critical Success Factors for Successful IT Service Management Pink Elephant Leading The Way In IT Management Best Practices
Critical Success Factors For Successful ITSM 1. 2. 3. 4. 5. 6. 7. 8. Establish a sense of urgency we must change. Create a powerful guiding coalition Develop a compelling vision and a realistic strategy Communicate the vision and strategy and again Empower your people to succeed remove obstacles Generate quick wins celebrate these wins Don t declare victory too soon consolidate the wins into further action Anchor/embed these changes into the organization s culture ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 2
Pink Elephant Four Primary Areas Of Business 1. Education programs: most comprehensive ITIL portfolio in the world ALL courses available via public schedules, in-house & self-paced online 2. Consulting: over 20 years we ve developed more experience with more projects than anyone else 3. Conferences: including the world s largest IT Management Conference (February each year in Las Vegas) 4. Online Resources: to assist with education & project implementation: PinkATLAS PinkSCAN PinkREADY Process Improvement Tool-kits ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 3
Pink Elephant - Leading The World In IT Management Best Practices Pink Elephant Inc. HQ: Toronto, Canada AMERICAS EUROPE/MIDDLE EAST ASIA PACIFIC Canada USA Brazil Mexico Caribbean UK South Africa Netherlands Denmark France Pakistan Saudi Arabia - NOMD Malaysia Hong Kong Singapore Indonesia New Zealand Australia ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 4
C1: Limited Vision & Leadership ITSM Enablers / CSFs Case Study Executive Commitment Program and Process Governance Technology vs. Service Mgmt. (Cultural Climate) IT Operating Models Service Enabling Organisational Design Baseline Assessments ITSM funding model Program Risk Management Sustained Support A global organisation in the oil and gas industry had a requirement to create a robust process governance structure for both their ITSM program and the ongoing process ownership. The following elements were critical to their success: 1) Process Ownership (scaled) 2) Global process governance 3) A Change process 4) Common process controls ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 5
ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 6
C2: Limited Resources ITSM Enablers / CSFs Project funding / budgets Business case and benefit realisation Targeted Improvements Identify Quick Wins Capability Assessments Formal ITSM project roles Dedicated resources for project and ongoing process management High Senior Manager involvement Case Study A pharmaceutical supplier had limited funds and resources for their ITIL program. They needed a way to identify quickly where to best invest their limited funds and to focus on quick wins. They used a process assessment to gain this information, to build their business case and identify their most urgent improvement areas. ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 7
ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 8
C3: Integrated Tools ITSM Enablers / CSFs IT management tool architecture Tool selection criteria Process automation requirements Data requirements Federated Configuration Management Systems Process CSF and KPI status reporting Case Study A telecommunications provider had to develop a service oriented CMDB for its customer facing services. This requirement was driven both by legislation as well as business criticality. They needed to fast track their design timelines based on concrete industry examples. To do this they leveraged Pink s templates to slash the design time, gain organisational acceptance and develop tool requirements ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 9
ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 10
C4: Behavioral Change Management ITSM Enablers / CSFs Organisational Change Readiness assessment Cultural climate Education plan development ITSM status dashboards Individual performance measurement (KRA, KPIs) Employee Compliance strategy Service and process oriented performance and reward systems? Case Study A shared services group with operations in several different countries recognised they had a wide diversity of cultures and levels of acceptance for IT Service Management. They used cultural and change readiness assessment to target cultural hot spots. This knowledge enabled them to direct specific actions for their communication and behavioral change strategies. ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 11
ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 12
C5: Loss Of Momentum ITSM Enablers / CSFs Showing business value of IT improvement efforts Loss of program priority The need to show proof of benefits and return on Investment Mitigate the risk of management and staff turnover Dealing with competing initiatives Case Study A financial management organisation had an audit and senior management requirement to show proof of concrete process improvements. To accomplish this goal they planned for an ongoing series of re-assessments every 6 to 8 months using both internal and external resources. This focus on continual service improvement provided IT executives with a regular program status as well as a focus on measurement that ensured organisational compliance to the processes already deployed. ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 13
ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 14
Critical Success Factors: Identify The Right Tools ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 15
Pink Elephant s IT Service Management Roadmap Dev. Phase 1 Dev. Phase 2 Dev. Phase 3 Rome was not built in a day, nor will your ITSM program! (see more details in the hidden slides) ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 16
Suggested Implementation Order - 1 ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 17
Suggested Implementation Order - 2 ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 18
Suggested Implementation Order - 3 ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 19
Company ABC Project Plan Phase 1-6 Months Phase 2-5 Months M 1 Baseline Gap Assessment Phase 1 Planning M 2 M 3 M 4 M 5 M 6 M 7 M 8 M 9 M 10 Sponsorship and Governance Process & Project Governance CommunicaMon Planning, ITIL CerMficaMon Training & Awareness Sessions Tool integramon strategy Establish ongoing process staff / roles M 11 M 12 ABC Process Team IdenMficaMon Incident Management, Service Desk Gap Closure Change Management (CM) Process Design & Test Develop IM CM, Training Materials Deploy Phase 1 Processes IM, CM Configure Incident & Service Desk in tool Test Configure CM Processes in Tool Test Phase 2 Planning ABC Process Team IdenMficaMon Service Structure DefiniMon & Catalog & Process Design Problem Management Configure Problem Mgmt. Processes in Tool Publish Service Catalog In Tool/Intranet? Test Service Catalog in tool or ABC Intranet Develop SC and PM Training Materials Test Deploy Phase 2 Processes SC, PM Phase 3 Planning ConfiguraMon Mgmt. ABC Process Request Fulfillment Team Pink Elephant 2010 unless otherwise IdenMficaMon stated. All rights reserved. ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 20
ABC Project Plan Phase 3-6 Months Phase 4-5 Months M 1 M 2 M 3 M 4 M 5 M 6 M 7 M 8 Sponsorship and Governance Process & Project Governance CommunicaMon Planning, ITIL CerMficaMon Training & Awareness Sessions Tool integramon strategy Establish ongoing process staff / roles M 9 M 10 M 11 M 12 Ongoing Process ConMnual Service Improvement ConfiguraMon Management (A) Process, Data Model & Data Request Fulfillment Develop SACM and RF Training Materials Deploy Phase 3 Processes SACM, RF Re- Assess Process Self Assessment Configure CMDB Data Model in tool and load Proof of concept data Test Configure RF Processes in Tool Test ConfiguraMon Management (B) Data and RelaMonships only Service Level Management Account / Management SLM Training Materials Deploy Phase 4 Process SLM Integrate Monitoring Tools and Load AddiMonal CMDB Data and RelaMonships Configure Service Level Management Process in the tool Test Test ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Pink s Expert Views On The Latest Industry Trends Riyadh Jakarta Kuala Lumpur Hong Kong Singapore Sydney Toronto Washington D.C. Chicago Dallas San Francisco David Ratcliffe President Pink Elephant david.ratcliffe@pinkelephant.com http://blogs.pinkelephant.com/president http://twitter.com/pinkerdavid George Spalding Executive Vice President Pink Elephant g.spalding@pinkelephant.com http://twitter.com/gspalding11 Pink Elephant Leading The Way In IT Management Best Practices