itsm academy webinar - itsm adoption: the ingredients of success for organizational change
DESCRIPTION
Service Management is performed by people supported by processes and technology. While we can use the ITIL framework for the processes and various ITSM tools as the technology, we still need to support people as they adapt to the changes required for success. Why is it so difficult? Why doesn’t everyone just follow the process? This presentation examines organizational change as it relates to ITSM. Join us as we talk about simple ingredients for improving acceptance and reducing your frustration.TRANSCRIPT
Pamela Erskine November 2013
ITSM Adoption:
The Ingredients of Success
for Organizational Change
About ITSM Academy
Welcome!
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Pam Erskine
Introduction
• Principal Consultant at AdOPT focused on IT strategy,
process, and organizational change to improve
efficiency, increase effectiveness, and optimize cost
• 15+ years of IT senior leadership and organizational
change experience
• Author of “ITIL and Organizational Change”
• itSMF USA Board of Directors
• ITIL® Expert and Six Sigma Certifications
www.adoptitil.com
Pace of Change
© 2013 AdOPT
Why are we really doing this effort?
How does this affect me?
I’m no longer an expert
What if I lose my job?
What does this mean for my coworkers?
Why do we resist change?
© 2013 AdOPT
• False urgency
• Missed deadlines
• Lack of attendance
• Discord between teams
• Complacency
Symptoms of resistance
© 2013 AdOPT
Change Models
Kotter’s 8 Step Model
© 2013 AdOPT
• Lack of accountability
• Leadership cohesion
• Actions are not aligned with words
• Focusing solely on the schedule
Organizational Challenges
© 2013 AdOPT
• Understand the value proposition
– Company
– Division/Department
– Individual
• Address the emotion
– Often the root cause of behavior
• Focus on learning and improvement
– Feedback channels
Crucial Elements
© 2013 AdOPT
Simplified Model – Using ADKAR©
Change Model - Example
© 2013 AdOPT
Awareness Explains “Why”
Desire Participation
Knowledge How to Change
Ability Performance
Reinforcement Sustainment
Change Model - Example
© 2013 AdOPT
Awareness Explains “Why”
• Why is the company adopting a
new ITIL processes?
• What is the expected outcome
and how is it better?
• What problems will be fixed?
• What other companies are
focused on ITSM? What is their
experience?
Change Model - Example
© 2013 AdOPT
Desire Participation
• What happens if IT doesn’t focus
on facilitating business outcomes?
• What if we do nothing?
• How do the new processes support
teamwork?
• How will performance objectives
change?
Change Model - Example
© 2013 AdOPT
Knowledge How to Change
• What skills and information are
needed to be successful?
• What documentation is needed to
support IT and the business?
• What training is needed to support
ITSM success?
• Is there a coach or a mentor that
should be assigned?
Change Model - Example
© 2013 AdOPT
Ability Performance
• Have tools been updated and
access provided?
• How will process owners and
managers support the
implementation?
• What is the escalation path if
something goes wrong?
• Where are processes, procedures,
and work instructions located?
Change Model - Example
© 2013 AdOPT
Reinforcement Sustainment
• Are there any incentives that can
be used to promote the success of
ITSM changes?
• Have performance objectives and
compensation been updated?
• Were job descriptions updated to
reflect new skills or ITSM related
certifications?
Planning
4 Focus Areas for Success
© 2013 AdOPT
• Develop an organizational change plan
• Add tasks into the project plan
• Use a change model to guide task definition
Objective
Desired State Gap
Activities/Tasks Success Measure Start Date End Date
Actual Outcome
1.) Increase IT staff
engagement in
determining process
improvement
opportunities.
·Staff suggest ways
to be more
effective in
supporting the
business
·Staff input is
valued by the
management
team
·Team members
are tasked with
implementing
suggested
improvements
·Staff rarely make
suggestions for
improvement
·Leaders may not
acknowledge
suggestions
appropriately
·Develop incentives
plan to encourage
suggestions
·Create a process
for submitting
suggestions
·Form a review
council including
cross functional
leadership and staff
·Increase in
number of
suggestions
·Improved
employee
engagement
scores
% of suggestions
implemented
Captured in the
project plan TBD
2.) Reinforce
accountability for
improving incident
management service
level compliance.
·Staff work cross
functionally to
resolve incidents
·Team work is
heightened and
department silo's
are minimized ·Strong focus on
metrics to drive
improvement and
understand
challenge areas
·IT silo's impact the
ability to meet
service levels
·Staff at all levels
are not held
accountable for
SLA compliance
·Create a baseline
metrics for existing
process
·Develop objectives
for management
team and staff
·Conduct focus group regarding
necessary process
and system
enhancements
·Communicate
expectations
Provide training and
documentation
·Compliance
against service
levels
·Progress against
objectives
·Employee
satisfaction scores
Captured in the
project plan TBD
4 Focus Areas for Success Example from “ITIL and Organizational Change”
© 2013 Pamela Erskine
Engagement
© 2013 AdOPT
4 Focus Areas for Success
• Recognize the value of existing resources
• Involve those closest to the IT work
• Ensure leaders are engaged as well
• Utilize focus groups, surveys, interviews, process
observation, brainstorming sessions, etc. to gather
information and develop solutions
Communication
© 2013 AdOPT
4 Focus Areas for Success
• Define stakeholders and information needs first
• Include key messages, methods, and schedule
• Use a change model to help with schedule and content
• Add tasks into the project plan
Metrics
© 2013 AdOPT
4 Focus Areas for Success
• Understand and publicize the existing baseline numbers
• Establish a routine review of performance
• Highlight both improvements and challenge areas
• Value transparency and feedback
ITSM Success
• It is more than just processes and tools
• Requires you to appeal to the hearts and the minds of those involved
• Strong planning, staff engagement, communications, and metrics are the key to success
Summary
© 2013 AdOPT
Questions
Contact Information:
Pamela Erskine
Phone: 520-591-2427
Twitter: @adoptitil