is your service management program still relevant?
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Is Your Service Management Program Still Relevant? Presentation by David Mainville - Fusion14 Session 609TRANSCRIPT
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Is Your ITSM Program Still Relevant?More Importantly, are you?
Session 609
David Mainville
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Hi Everyone!
• CEO & Cofounder, Navvia• 34 years of varied ITSM experience
– Field Systems Engineer– Systems Management Architect– Service Management Consultant– Service and Support Manager– Product Development / Management– Entrepreneur
• “360 degree” view of ITSM governance
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There has never been a bigger need for ITSM governance than now!
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So many more “moving parts”
Outsourcing
Security
Regulatory Issues
Cloud Computing
Mobility (BYOD)
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But what is governance?
“IT governance is defined as the leadership and organizational structures, processes and relational
mechanisms that ensure that an organization's IT sustains and extends its strategy and objectives”.
Information Systems Audit and Control Association
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What’s your organizations view on ITSM governance?
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Most People Don’t Care!
When it comes to ITSM governance…
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More AccuratelyPeople care about getting their job done!
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People care about getting it done!
I’ve got the business demanding more…
I’ve got to find ways to reduce cost…
I’m busy keeping IT running…
Executives
Management
Technicians
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We don’t see things “eye to eye”
ITSM Practitioners
“processes improve services, save money and underpin
business processes”
IT Stakeholders
“processes are bureaucratic, implementations keep failing
and the business suffers”
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It’s meaningless if the program fails
We inherently know ITSM delivers value
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Without governance ITSM will fail!
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Governance & ITSM
Without governance it’s virtually impossible to keep your ITSM program on track and
delivering results
Processes Will Fail
ITSM takes the hit
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We can talk frameworks…
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But will that inspire your IT partners?
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What we have here is a failure to communicate
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So what's your #1 job?
ITSM leadershipMaking ITSM relevant through
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ITSM leaders are…Authentic InspirationalHonest
Listeners Communicators
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Copyright 2013, Navvia - A Division of Consulting-Portal
19
It all starts with communication
May 2013
http://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action.html
“Start With Why – How Great Leaders Inspire Everyone to Take Action” – Simon Sinek
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Listening is critical
• What are the desired business outcomes
• What’s working or not working for the customer
• Are you adding value or imposing overhead
• What are the gaps that ITSM needs to address
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You need to collaborateIf it weren’t for the
pesky user our ITSM program would be
going great
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You must collaborate to deliver results
• ITSM success is critical to sustainability
• Remember who your customer is – get their consensus and buy-in
• Avoid “big bang” or “out of the box” installs
• Build metrics and reporting into the program
Don’t wear a bulls eye on your back
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You need to hold people accountable
VSNew research says it needs to be a combination of both
"Carrot and Stick" Motivation Revisited by New ResearchNov 22, 2013 by Ray Williams in Wired for Success
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An ITSM governance approach
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Governance is Key to ITSM success
• Get people involved and vested in ITSM• Get consensus and hold people accountable for
what they agreed to• Produce evidence that the ITSM program is
working and meeting the needs of the stakeholders • Communicate success in terms that are meaningful
to your stakeholders
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Relevant
ITSM is at the crossroadsWhich way do you want to go?
Irrelevant
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More importantly, are you?
Is your ITSM program relevant
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It doesn’t matter what ITSM tool you’ve selected, or how detailed your process documents are, if you
haven't won the hearts & minds of the people your ITSM program will fail.
Is your ITSM program relevant?
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Thank you for attending this session.
Don’t forget to complete an evaluation form!