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Differentiating ITSM with Transformation
©2014 Linium. All rights reserved. Reproduction, adaptation or translation of this document is prohibited without prior written permission of Linium.
Steven HorvathCTO/Practice Lead
Fast Facts
InnovativeNamed to Inc.
500 l 5000 Fastest Growing
Private Companies 2 Years Running
Successful More than 1500+
Customer Engagements with a 4.85 out of 5 Excellence Rating
Experts500+ Highly-Skilled
Consultants Conducting Business in 30+ States
ExperienceStrategic, Tactical Delivery, and
Training experience on multiple platforms and
technologies
InnovativeNamed to Inc. 500 l 5000 Fastest Growing Private
Companies 3 Years Running
ProvenCelebrating 14 Years+ of Customer Success and
Excellence
CapableLinium & Xerox teamed up to create SchoolHub, the
winning application of the 2014 ServiceNow
CreateNow Hackathon
DiversityExperience with ITSM,
ITAM, PPM, ITFM, CMDB, Service Catalog, GTC as
well as deep partner expertise
Organizational ChangeROI begins ONLY after
adoption! Key to customers consuming and
then buying more!
Forrester Research recognized Linium as a leader in providing IT Service Management (ITSM) implementation services through The Forrester Wave™: North American ITSM Implementation Services Providers, Q2 2014.
In this report, Linium received:
• Highest score in strategy• Highest score possible of 5.0 in scope
of offerings• Solid client feedback scores
Figure 6 - The Forrester Wave™: North American ITSM Implementation Services Providers, Q2 2014
The Forrester WaveTM is copyrighted by Forrester Research, Inc. Forrester and Forrester Wave are trademarks of Forrester Research, Inc. The Forrester Wave is a graphical representation of Forrester’s call on a market and is plotted using a detailed spreadsheet with exposed scores, weightings, and comments. Forrester does not endorse any vendor, product, or service depicted in the Forrester Wave. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change.
Agenda
Introduction
Transformation through ITSM
Case Study
What’s Next
Q&A
What are the Biggest
Challenges to a
Transformational Project?
?
What are the Biggest
Challenges to a
Transformational Project?
Timeline
On-scope/budget delivery
Business sponsorship
Organizational Readiness
We don’t know what transformation means
14%
33%
33%
52%
10%
The IT Organization
Project Delivery IT Service Management Procurement
Security
Mobile
IT Asset Management
Big Data Social
The Cloud
Compliance
Operations Automation
The IT Organization
Transformation
Empowering the business to be
More efficient
More effective
Business EfficiencyEnabling the Platform for Opportunity
Business EffectivenessEmpoweringthe Business and Providing the Strategic GuidanceNeeded for the next Killer App
Transformation:
having the right perspective…
Current State
People
Process
Technology
Future Envisioned
State
Mission Focused
Business Aligned
Strategic
Growth-Oriented
From To
The MissionWhat is our focus?
IndividualGoals
CompanyResults
Core CompetenciesWhat should we do?
DepartmentFocused
EnterpriseVision
PerspectiveHow do we deliver?
DepartmentResults
EnterpriseValue
InvolvementWho should be engaged?
My Business Unit
Cross Functional
Cost & Risk ToleranceWhen & How to deliver?
Reactive & Tactical
Proactive & Strategic
ITSM Transformation
Marketing Finance Sales HR
Cultural Adoption
Process Alignment
Technology Platform
It’s about focusing on the business
ITSM Transformation
Implementing and Sustaining Change
Measure your Outcomes Build on the Change
Engage and Empower the Entire Organization
Communication Short-Term Wins
Create a Climate for Change
Guiding Coalition Establish the Vision
Adapted from Kotter’s “Eight Steps of Change”
Transformation: Common Risks
Attaining Project Consensus
Avoiding Lift and Shift
Operational Process Alignment
Organizational Adoption
Launch Success
14
OCM – the secret to adoption
Align Define Engage Perform & Transform
Kick-off Workshop Communications
Engagement Pack 101 Training Evaluate
Readiness Assessments Discovery Process & Platform
Training Celebrate Success
Messaging Matrix Training Needs
Analysis
Performance Support &Management
Re-Plan
Program Identity Plans Transition
Engagement LAB Tackle Corrective
Actions
Deliver Ongoing Communications
ITSM Transformation
Mo 6Mo 5Mo 4Mo 3Mo 2Mo 1Initial Planning
ExecutiveVisioning
Current Baseline
Vision
ToolsetSteadyState
ProcessMetrics & KPIMeasurement
Future StateDesign
Culture
Project Review& Alignment
Gap Analysis
Executive Sponsorship
Build theMessage
Comm.Plan
Agile Iterative Sprints: Workshops & Requirements Launch
Iterative Workshops / Agile Tool Design
Campaign Plan & Execution
Iterative Workshops / Requirements
Campaign Marketing Launch Party
LessonsLearned
Procure Toolset
GuidingCoalition Tool Familiarity
QA & Training Define
Next Phase
Road-map
Clear VisionStatement
RisksAttaining Project
Consensus
Avoid Lift & Shift
Operational Process
Alignment
Organizational Adoption
Launch Success
Horizon BCBSNJCase Study
Taking ITSM to a New Level at Horizon BCBSNJ
How Customers are
Approaching ITSM
Transformation
Intuitive Service Portal &
Service Request Catalog
Streamline all IT-related
requests: On-boarding a
new employee, resetting a
password, etc.
Baseline Platform for long-
term scalability
Horizon BCBSNJ’s Story
Challenges & Drivers
Requesting IT Services
Dazed and Confused!IT HAS TO BE EASIER!
Requesting IT Services
Stand in Line
So Hard
Go Home
IT ZeroesNo Help Desk
IT Doghouse
Infrastructure Custodian
Waste of Time
Department of NO
One-Stop
Shopping
Open to the
Entire Customer
Base (user
population)
Consistent
Branding on all IT
Service Requests
Define and
Publish Services
Delivery Targets
Unified Service Request
Solution
Allow Self-Service
for Status
Inquiries
IT Service
Delivery
Transparency
Enable Mobile
Support
Simplified
Customer
Requests
Standard
Approval
Process
Optimized
Process through
Workflow
Automation
Process
Transparency of
Service Delivery
MetricsEnterprise
Solution
Offering
Enhancing the Customer
Experience
Accomplishments
The Catalog
The Results
Operational
Efficiency
30% reduction of request calls
to Service Desk
TCO swap, but sunset
opportunity with tremendous
savings as legacy systems are
retired moving forward
Effectiveness &
Improvement
Automation of Standard
Service Requests
15% reduction of the Request
Fulfillment Cycle
30%-50% reduction of the data
entry duration
Communication &
Relationship
Client Satisfaction measured &
improved
Improved image of IT
Improved transparency of IT
The Future
ITSM Beyond IT
Facilities Management
People Management
External Customers
Vendor Management
Contract Management
Service Catalog started as an IT window into the enterprise, but is quickly extending value into other areas of the organization, which creates enormous opportunity for efficiency and growth.
Key Takeaways
Process
Understand Both
Processes and Platform
People
End-User Experience and
Improve Satisfaction
Technology
A view of ITSM with
other Business Units
Beyond IT
ITSM Transformation
……………..How do we get there?
Start with an Attainable Vision
Define the Roadmap and
Strategy
Achieve Organizational
Alignment
Demonstrate wins
1 2 3 4
What’s Next?
What’s Next?
Assessment Road MappingExecutive Visioning
For more information:www.linium.com/transformation
OCM – the secret to adoptionExpand enterprise support with Linium’s Envisioning Workshops
33
ExecutiveVision
ManagementVision
PractitionerVision
Strategy
Process
The alignment workshop is a minimum of 4 hours maximum of 8 hours for 12 to 20 people.
ClientVision
Service
Envisioning Workshop
Platform
• High Value Understanding• Internal Trust & Effectiveness
Questions?Ask Away - We’ve Got the Answers
linkedin.com/in/stevenhorvath
Phone: (630) 236.6340
Facebook.com/LiniumConsulting
@Liniumtech