webinar: 7 steps to a successful itsm tool implementation

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March 15, 2012 2012 Webinar Series November 29, 2012

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Watch the webinar with FULL AUDIO here: http://navvia.com/resources/webinars/7-steps-to-a-successful-itsm-tool-implementation/ Presentation Description: Have you been told by your ITSM tool vendor “Don’t worry, it works out of the box.” or “No problem, we can stand it up in a week.” Has your boss said to you “Why do you need so much time to develop a process, it’s SaaS - just turn it on!” I can’t tell you how many times I’ve talked to people who were disappointed with a tool implementation project. Over the years, and with every generation of ITSM tools, I’ve heard the same thing. “It works out of the box on day 1!” When it doesn’t work, it’s the tool that gets the blame – and people switch to a new one - costing time and money. In my experience, 7 things have bubbled up to the surface as critical to success. Join David Mainville in this one hour interactive webinar where he will discuss: Find out where the gaps are – you are looking to improve things; Don’t start from scratch – there are a lot of great templates out there Don’t try this on your own – a process built in isolation will never be accepted by anyone Don’t be a technophobe – drive the technical requirements you need for automation Don’t forget to validate – make sure people buy into what you built Don’t forget to educate – training is the most important step to adoption Don’t forget governance – a process that is left on its own will die This is a very practical and essential presentation for process owners, process managers, ITSM tool implementation project teams and ITIL experts.

TRANSCRIPT

Page 1: Webinar:  7 Steps to a Successful ITSM Tool Implementation

March 15, 2012

2012 Webinar Series

November 29, 2012

Page 2: Webinar:  7 Steps to a Successful ITSM Tool Implementation

Copyright 2012, Navvia - a division of Consulting-Portal 2

7 Steps to a Successful ITSM Tool Implementation

Visit SlideShare, search for GoNavvia

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Todays Hosts

David MainvilleCEO and Co-founder

Giovanni FloresMarketing Coordinator

Copyright 2012, Navvia - a division of Consulting-Portal 3

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Housekeeping

QA&Type Your Questions Here

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Combining fresh ideas with 14 years of ITSM success

Navvia is a division of:

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Why the name change?

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Helping organizations Navigate IT and Business Process Complexity Via our tools and services

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Powerful Tools For Your Service Management Program

SURVEY LEARNVERIFYDESIGN

http://navvia.com/tools/test-drive/

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“It’s seldom the tool that’s the problem”

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Why do you think ITSM tool projects fail?

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The vendor says no need for process, it’s “out of the box”….

…Consensus takes too long & it is hard work

We’ll just do a “lift and shift” from our old tool

...The last project that focused on process failed

Our management says “6 months? Just slam it in”…

…It’s SaaS, just turn it on

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7 Steps to a successful ITSM tool implementation

Identify the GAPS – the goal is to improve things

Don’t start from Scratch – great templates exist

Don’t try this on your own – isolation kills adoption

Don’t be a technophobe – capture requirements

Don’t forget to validate – helps with the buy in

Remember to educate – critical for adoption

Govern the process – left in isolation the process will die

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Identify the gaps• Why are you implementing

a new tool?

• What are the pain points with the current system?

• What are the capability gaps you are trying to close?

• Do you understand the users point of view?

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Identify the gaps

Tool Strategy & Plan

Questionnaires

Interviews Workshops

Observations

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Build a roadmap

CurrentState

FutureState

Quick Wins

ProcessEnhancement

TechnologyDeployment

OrganizationalChange

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Don’t start from scratch• What are you doing today

from a process perspective?

• Are there templates or standards you can leverage?

• What is being employed in other areas of your organization?

• Can you leverage other programs (ISO, Six Sigma…)

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Best practices, by their very nature, are absent of your company's organization, business, cultural and technology requirements

To realize the full benefits, organizations must re-introduce their own reality

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Don’t try this on your own• Processes built in a vacuum, in

isolation, will not get adoption

• People need to understand “why”

• Do you understand your stakeholders requirements?

• Are you actually making things better for people?

• Balance consensus with getting things done

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What’s in it for me?

“Why should I embrace your vision or change, what’s in it for me”?

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Everyone has their own perspective…

Shouldn’t IT just work? I’ve got a business to run and services to deliver

How do I demonstrate that IT is aligned to the business?

I&O is consuming 60% of my budget, I can’t fund new projects

Those users just don’t understand!

The CEO The CIO

The IT Manager The Technical Staff

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Who Needs to be Involved?

Core Team

S.M.E.’s

Stakeholders

Steering Committee

Level of engagement diminishesLevel of accountability increases

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Don’t be a technophobe• Out of the box seldom works

• Map business outcomes to tool and data requirements

• Identify the mandatory fields, define pick lists, figure out the triggers

• Make sure you are capturing the right data to produce metrics

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Business Outcomes must drive IT

Business Outcomes Requirements Processes Tools and

Technology

Start Here

Not Here

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Mapping Process to the Tool

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Detailed requirements

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Process Design Timeline

Simultaneous Process and Technology Design

Process Path

Technology Path

Process & Technology - You can’t do one without the other!

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Don’t forget to validate• Iterative process design

• Use of “show & tell” sessions

• Watch out for scope creep

• Validate often and get sign off against requirements

• Be wary of “I didn’t agree to that…”

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Remember to educate• Training fosters adoption of

the processes

• Build an education curriculum and plan that addresses all your stakeholders

• Consider various training formats from CBT to instructor led

• Consider using people involved in the process to do the training

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Education

Curriculum Development

Content Development

DeliveryVehicles

Testing and Certification

EducationPlan

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Govern the process• Define the controls, policies &

standards then make people accountable

• Define your governance organization and structure

• Define the controls & frameworks you are required to report against

• Governance is key to CSI

• Governance of cloud applications means extending your controls to your vendor

– Remember, you are still accountable

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ITSM Governance & Service Delivery

Series1

Actual Service Levels

Desired Service Levels

Ungoverned processes “wear down” over time

The result is service variability versus consistency

More effort to manage / less customer satisfaction

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Don’t be one of the statistics!

Understand what’s broke & build a plan

Collaborate with your stakeholders

Save time, don’t start from scratch

Define and capture your requirements

Validate, Keep asking if your on track

Educate to drive adoption

Govern to ensure accountability

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Resourceswww.navvia.com/resources

Follow us on Twitter@mainville or @GoNavvia

Take the Conversation Online

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Thank You!David Mainville

[email protected]

Twitter: @mainville