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.

1. ITSM Adoption:
The Ingredients of Success
for Organizational Change
Pamela Erskine
November 2013

2. About ITSM Academy
 Accredited Education
 Certified Process Design Engineer (CPDE)
 ITIL® Foundation
 ITIL Capability (OSA|PPO|RCV|SOA)
 ITIL Lifecycle (SS|SD|ST|SO|CSI)
 ITIL Managing Across the Lifecycle (MALC)
 ITIL Service Manager Bridge
 ISO/IEC 20000 Foundation
 MOF Foundation
 Practical, Value-Add Workshops
 ITSM Leadership
 Since 2003 - Tens of Thousands
Trained and Certified
 ITSM Professional Diplomas
 Change/Support/SLM
 Public Classes throughout U.S.
 Corporate On-Site Classes
 Virtual Classes
 Courseware Licensing
 Corporate & Partner (GEM)
 Alumni Program
 ITIL, MOF, ISO 20K Overviews
 PMI Global Education Provider
 Apollo 13, Visible Ops: The Class
 Certified Woman-Owned
 And more!
ITIL® is a Registered Trade Mark of the Cabinet Office.
Welcome!

3. Introduction
Pam Erskine
perskine@adoptitil.com
•
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

4. Pace of Change
© 2013 AdOPT

5. Why do we resist change?
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?
© 2013 AdOPT

6. Symptoms of resistance
• False urgency
• Missed deadlines
• Lack of attendance
• Discord between teams
• Complacency
© 2013 AdOPT

7. Change Models
Kotter’s 8 Step
Model
© 2013 AdOPT

8. Organizational Challenges
• Lack of accountability
• Leadership cohesion
• Actions are not aligned with words
• Focusing solely on the schedule
© 2013 AdOPT

9. Crucial Elements
• Understand the value proposition
– Company
– Division/Department
– Individual
• Address the emotion
– Often the root cause of behavior
• Focus on learning and improvement
– Feedback channels
© 2013 AdOPT

10. Change Model - Example
Simplified Model – Using ADKAR©
Awareness
Explains “Why”
© 2013 AdOPT
Desire
Participation
Knowledge
How to Change
Ability
Performance
Reinforcement
Sustainment

11. Change Model - Example
• Why is the company adopting a
Awareness
Explains “Why”
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?
© 2013 AdOPT

12. Change Model - Example
• What happens if IT doesn’t focus
Desire
Participation
on facilitating business outcomes?
• What if we do nothing?
• How do the new processes support
teamwork?
• How will performance objectives
change?
© 2013 AdOPT

13. Change Model - Example
• What skills and information are
Knowledge
How to Change
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?
© 2013 AdOPT

14. Change Model - Example
• Have tools been updated and
Ability
Performance
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?
© 2013 AdOPT

15. Change Model - Example
• Are there any incentives that can
Reinforcement
Sustainment
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?
© 2013 AdOPT

16. 4 Focus Areas for Success
Planning
• Develop an organizational change plan
• Add tasks into the project plan
• Use a change model to guide task definition
© 2013 AdOPT

17. 4 Focus Areas for Success
”
Example from “ITIL and Organizational Change
Desired State
Objective
1.) Increase IT staff
engagement in
determining process
improvement
opportunities.
2.) Reinforce
accountability for
improving incident
management service
level compliance.
© 2013 Pamela Erskine
Gap
·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
·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
Activities/Tasks
·Develop incentives
plan to encourage
suggestions
·Create a process
for submitting
suggestions
·Form a review
council including
cross functional
leadership and staff
·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
Success
Measure
Start Date End Date
·Increase in
number of
suggestions
·Improved
employee
engagement
scores
Captured in the
% of suggestions
project plan
implemented
·Compliance
against service
levels
·Progress against
objectives
·Employee
satisfaction
scores
Captured in the
project plan
Actual
Outcome
TBD
TBD

18. 4 Focus Areas for Success
Engagement
• 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
© 2013 AdOPT

19. 4 Focus Areas for Success
Communication
• 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
© 2013 AdOPT

20. 4 Focus Areas for Success
Metrics
• Understand and publicize the existing baseline numbers
• Establish a routine review of performance
• Highlight both improvements and challenge areas
• Value transparency and feedback
© 2013 AdOPT

21. Summary
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
© 2013 AdOPT

22. Questions
Contact Information:
Pamela Erskine
Phone: 520-591-2427
perskine@adoptitil.com
Twitter: @adoptitil