business manager's guide to itil v3

8/3/2019 Business Manager's Guide to ITIL v3

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Exceptional Customer Care Environments

The Business Managers Guide

to ITIL V3

Nick de JongPresident

Service Minds Inc.


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New Language

As the distinction between IT and the businessblurs, and the language of the business

replaces the language of IT, communicationwith business managers is easier. In addition,you (IT) gain visibility into the relationship oftechnology to services and business processes

so you (IT)can make decisions based onbusiness impact.


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ITIL v3 Philosophy

This means that IT has to understand whatthe business is doing with the service andhow it meets the business objectives.

David Cannon, founder of IT ServiceManagement Forum (itSMF)


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Align??

align [uh-lahyn]

to bring into cooperation or agreement with a

particular group, party, cause, etc.

to fall or come into line; be in line.

to join with others in a cause.


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Integrate??

integrate [in-ti-greyt] verb, -grated, -grating.verb (used with object)

1. to bring together or incorporate (parts) into awhole.

2. to make up, combine, or complete to produce

a whole or a larger unit, as parts do.3. to unite or combine.


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IT Isolation

In most organizations IT is a silo

Is a separate function

Has own VP/CIO Resides separately

Speaks its own language

Has its own culture Nerds, Geeks, Dweebs


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Business/IT Integration

Many obstacles

Talked about for years little action

Long history of IT elitism and isolationSecret language safe from scrutiny

Very internally focused

No incentive for IT practitioners to change


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IT Isolation

Issues with Silo

Rely on business analysts to translate

business needs to IT application

2 translations means loss of content

Lost effort and time due to:

Misunderstandings

Lack of intimate business knowledge


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OLD Behaviour for IT

ITbusiness

BusinessAnalyst Application

VP

CIO

Service

Delivery

Business Philosophy

customers


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Todays Business

Business is changing

Agility

Speed Time to Market

Computer businesses

Communications Technology


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Todays Business

Why is Integration important?

IT no longer a tool used by business for

Accounting

Process control

Data gathering

engineeringIn todays world technology is the business


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Business is Technology

The business is Technology

All business is computerized

Connections between business processes

are limited by computer integration Computer systems determine how we do our

work CRM, Enterprise Computing

Amazon, eBay, Google are computing

businesses


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IT Industry sees the need

Business as partner needs to respond

IT wants to join the businessBusiness needs to lead

Business expertise

Business language Business Metrics


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ITIL v3 Philosophy

How will business know?

Not clearly stated in the ITIL books?

Who in business will read the books?

Who is delivering the message to business?

Is IT being insincere?No it is being IT


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Will It Happen?..that business-I.T. alignment can be a profitable

endeavor has never been more evidententerprises with extremely high levels of business-technology alignment see a number of quantifiablebenefits relative to their industry group:12% average annual revenue growth versus 4%;

36% average annual earnings per share growth vs 7%;

6% higher earnings before (EBITDA);

4% average higher return on equity;8% average higher return on assets;

14% greater return on investment.

The Business TechnologyManagement Institute


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It will happen!

When Business sees those results!

Soon!!


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Business may not use ITIL processesDo it their way rather than ours

Sooner is better


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Integrate??

What does this imply for IT?

Sitting beside business people day-to-day

Learning to speak about IT in Businesslanguage

More work in ad hoc business teams

Becoming a marketer or sales personUnderstanding business so no translations


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ITIL v3 Behaviour

IT

Infrastructure

business

VP

Business

Manager

CIO

Analyst

Programmer

Contributor

customers


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Integrate??

Many large changes in a short time frame

Move IT people into the business Make physical room at all levels

Put them at the centre

Teach them the business

Assign a mentorBefore we do.


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Integrate??

Management must help

Create a friendly environment

Human change management Self Awareness

Understanding differences

TeamworkNeed to be 50/50 soft skills/technical


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New Skills

Marketing, sales and operations peoplebehave and think differently

Different social norms

Different interaction preferences

View possible solutions differently

See hierarchy differently

Often deal with feelings rather than facts


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Differing Profiles

Meyers Briggs Profile

Sales Mgr IT

Extroverted Introverted

Intuitive Sensing

Feeling ThinkingJudging Perceiving


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Extroverts

Focus energy on the world outsidethemselves

Lots of people interaction

Need to experience the world, lots of activityCharge batteries by being with others

Ask How do I affect this?


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Introverts

Focus energy on the world insidethemselves

Enjoy time by themselves

Need to understand the world, time to thinkCharge batteries by being alone

Ask How does this affect me?


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Feeling

Empathetic, compassionateMake decisions based on what they feel is

right

Value empathy, harmonySee exceptions to rules

Appear emotional, illogical, weak


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Differing Profiles

ENFJPromote harmony, cooperation

Organized, decisive

Good public speakers, facilitatorsNatural leaders


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Differing Profiles

ENFJMake decisions too quickly

Sometimes idealize people

Dont like conflict, avoid itTake criticism personally

Not always attentive to facts


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Differing Profiles

ISTPStraightforward, honest, Pragmatic

Unpretentious, understand how things work

Like the impersonal, underlying principlesSwayed by clear facts

Quiet, reserved, Appear cool, aloof


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Differing Profiles

ISTPVery private, leave others in the dark

Dont like to share feelings, concerns

Indecisive, always open to new informationNeed goals and serious commitments or will

be cowboys


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New skills for IT

Need more soft skills

Effective team work skills

Working with different styles of people

Persuasion Negotiations

Lots of self knowledge


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What we needSkills Programs

Self Awareness Personal styles, others styles

Meyers Briggs, EnneagramsEmotional Quotient Sensing our emotions

Sensing others

Language of feeling

NLP Understanding the effect of language


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Thank you

Nick de Jong

President

Service minds Inc.

416 271-8171www.serviceminds.com

business manager's guide to itil v3

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