Is Your Service Management Program Still Relevant? Presentation by David Mainville - Fusion14 Session 609

1. Is Your ITSM Program Still Relevant?
More Importantly, are you?
Session 609
David Mainville

2. 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

3. There has never been a bigger need for ITSM
governance than now!

4. So many more “moving parts”
Outsourcing
Security
Regulatory
Issues
Cloud
Computing
Mobility
(BYOD)

5. 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

6. What’s your organizations view on ITSM
governance?

7. When it comes to ITSM governance…
Most People Don’t Care!

8. More Accurately
People care about getting their job done!

9. 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

10. 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”

11. We inherently know ITSM delivers value
It’s meaningless if the program fails

12. Without governance ITSM will fail!

13. 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

14. We can talk frameworks…

15. But will that inspire your IT partners?

16. What we have here
is a failure to communicate

17. So what's your #1 job?
Making ITSM relevant through
ITSM leadership

18. ITSM leaders are…
Authentic Honest Inspirational
Listeners Communicators

19. It all starts with communication
“Start With Why – How Great Leaders Inspire
Everyone to Take Action” – Simon Sinek
May 2013
Copyright 2013, Navvia - A Division of
Consulting-Portal
19
http://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action.html

20. 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

21. You need to collaborate
If it weren’t for the pesky
user our ITSM program
would be going great

22. 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

23. You need to hold people accountable
VS
New research says it needs to be a combination of both
"Carrot and Stick" Motivation Revisited by New Research
Nov 22, 2013 by Ray Williams in Wired for Success

24. An ITSM governance approach

25. 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

26. ITSM is at the crossroads
Relevant
Which way do you want to go?
Irrelevant

27. Is your ITSM program relevant
More importantly, are you?

28. Is your ITSM program relevant?
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.

29. Thank you for attending this session.
Don’t forget to complete an
evaluation form!