1. 7 Steps to ITSMGoodness
TFT13

2. ITSM Goodness
7 steps to
success…

3. #ITSM Goodness
• Customers see ‘Incidents’ as accidents, ‘servers’ as waiters and
“architecture’ as buildings – talk to them in their language
• No-one cares about how many ‘incidents’ you’ve had or what your
availability is
• SLM, SLAs and Service Catalogue – all must be done with
customers – otherwise it’s old IT arrogance
• Let’s not think of running IT ‘as’ a business but ‘like’ a business –
and part of it
• If you think you ‘just work in IT’, remember its the customers who
pay your salary
• It’s the (project) process that counts with SLM – i.e.
talking/listening to your customers

4. 7 steps to Happiness

5. 7 Steps to ITSM Goodness
1. Engage and listen to customers
2. Build services based on business outcomes
3. Invest in the service desk
4. Get problem management working
5. Report on useful stuff
6. Get the whole IT organisation involved
7. Change the pitch – sell the value

6. 6

7. Challenges with ITSM
Internal External
Clarity on business objectives Sharing customer goals
Clarity on project logistics +
objectives
Working with (all) the right
people
Involvement across biz + IT Clarity on resource + data needs
Avoiding ‘as-is’
implementations
Ability to influence +
recommend
Where to start? What to propose?
RISK MANAGEMENT…!

8. 1 engage + listen to customers
 Arrange short 121 meetings on improvement (not about 'SLAs')
 Let customers use their own words - give them an open page / simple
questions
 Keep the meetings/ interactions short
 Ask them about specifics - dates, times, key people
 Get out and observe customers
 Ask them about e.g. features
 Risk assess / culture fit?

9.  Build and visualise a simple (1 page) view of services
 Organise into a relevant / useful structure / hierarchy
 Start to populate the services with information
 Use this as the data store (service database) for other service
documentation
 Think outputs/metrics
2 build services based on biz outcomes

11.  Get in control of statistics and motivation
 Get the department on-side and get authority
 Make tools + processes work for you
 Build a SD code of conduct
 Make it an aspirational place to work
 Be clear on basic rules and goals - give staff flexibility to excel
 Know your stats but keep an eye on the bigger picture
 Show the Service Desk the bigger picture
3 invest in the service desk

12. Service Desk Code of Practise
What’s our business / who are our customers?
What are our standards/ethics/codes of behaviour?
How do we provide service to our customers?
What are our services?
How is our success measured?
How do we deliver?
What should we report on?

13. #ITSM Goodness
• IT organisations must function as a service supply chain – not a
group of great technical teams
• 3 simple tips to make processes effective – ownership, ownership
and ownership
• No matter what anyone says, you can’t just buy ‘ITIL’ / ITSM off the
shelf + do it in a few weeks
• ITIL training will help staff to learn ITSM + use the same language,
but won’t change the organisation
• There’s a whole group of people who just need an ITSM overview
session rather than a 3 day foundation course
• ‘Culture eats strategy for breakfast, lunch and dinner’

14. 7 Steps to ITSM Goodness
1. Engage and listen to customers
2. Build services based on business outcomes
3. Invest in the service desk
4. Get problem management working
5. Report on useful stuff
6. Get the whole IT organisation involved
7. Change the pitch – sell the value

15. 7 change the pitch – sell the value
• Define success and promote its pursuit
• Establish and communicate good stories
• Be clear on message and media
 Use marketing and marcomms techniques
 Think of the audience you are communicating to
 Produce glossy and fun versions of the message
 Check that the message is being heard
 Communicate success and value
 Keep on doing this

16. #ITSM Goodness
• In IT we like to build models, tools + processes rather than just
managing people + issues
• It’s the (project) process that counts with SLM – i.e.
talking/listening to your customers
• Your communications style – and appreciation of others’ – is a key
tool in resolving issues quickly
• IT organisations must function as a service supply chain – not a
group of great technical teams
• A glossy brochure version of your service catalog might help to sell
the bigger SLM picture to the CIO + business
• Processes don’t happen by themselves – if there’s no governance
then they’re a waste of time

17. 17

18. Practicalities
What can we achieve in 10 – 20 – 30 days?
• Run a workshop
• Hold meetings with Customers
• Engage with IT
• Define the Service structure
• Build the Service Database
• Produce a service ‘brochure’
• Define the service (process) supply chain
• Clearly define service owners
• Get customer feedback
• Build business metrics model
• Reduce cost of service request handling
• Use simple Customer feedback and NPV

19. 19
Thank you for listening…
www.itsmgoodness.com
@barclayrae
#ITSMgoodness
bjr@barclayrae.com
www.barclayrae.com