Leading an IT Services Transformation
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Leading an IT Services Transformation
- 1. LEADING THE TRANSFORMATION OF IT THROUGH IT SERVICES – A ROADMAP FOR CHANGE
- 2. WHAT MAKES UP IT SERVICES TRANSFORMATION FLEXIBILITY SECURITY AGILITY
- 5. SERVICE OWNER SERVICE ARCHITECT
- 7. THEIMPORTANCEOFDATATRANSPARENCY 2 Invest in the ITSM Platform3 4 1
- 14. DegreeofSupportforChange Time YOUMUSTACTIVELYMANAGETHISJOURNEY o Understand the arc of the emotions o Get some champions at all levels o Commitment = energy to fuel the change CHANGECOMMITMENTCURVE
- 15. THEREAL“CHANGECOMMITMENT”CURVE Developed by the Change Leadership Center of Excellence
- 16. RESISTANCE–IDENTIFYWHICHKINDOF RESISTANCEYOU’RE HEARINGISKEYTOEMBRACINGIT “I Don’t Get It” Intellectual “I Don’t Like It” Emotional “I Don’t Like You” Personal Understanding Intellectual Favorable Reaction Emotional Trust / Confidence Personal Adapted from “Beyond the Wall of Resistance” By Rick Maurer Copyright © 2009 Rick Maurer
- 21. THEROLEOFSERVICEOWNERS SERVICECOORDINATOR ■ Delivers IT services against plans set by others ■ Responsible for service quality and continuity ■ Uses influence to drive decisions and secure resources INFRASTRUCTUREMANAGER ■ Manages assets aligned by infrastructure towers ■ Tactical role focused on incident, problem, event, and configuration management ■ Little involvement in strategy SERVICEORPRODUCTLINEOWNER ■ Develops service strategy from demand forecasts and business partner engagement ■ Has direct authority over the planning, portfolio management, and delivery process related to a given service ■ Sets service prices and owns service-line profit and loss ■ Provides cost and capability transparency to business partners ITOPERATIONSMANAGER ■ Manages all resources and operations required to deliver an IT asset-focused service ■ Responsible for ensuring that technology and systems are continuously available Source: Corporate Executive Board – End-to-End IT Services
Notes de l'éditeur
- Service Owner job description: Responsible for end-to-end service delivery including all service offerings, in particular the value that the service delivers. Deals with strategy and portfolio management, service roadmap, prioritizes initiatives, budgets, negotiations with partners and vendors, and authorization of the release of new capabilities. Drives service maturity, service metrics. Ensures service-appropriate roles have been identified, filled, and published. Conceptually, thinks of themselves as the GM of the service. You need a business plan. You need to understand your value proposition, your customers and your competition. How do you organize and utilize your assets to deliver your value proposition? How do you plan to scale your business? What is your investment strategy? Can you grow your business by leveraging your assets to meet the needs of adjacent markets? What innovations will lower your cost structure or make your service more valuable? Who are the critical members of your ecosystem and how does that affect your go to market?