MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE …€¦ · Thomas Ley NTT DATA Services...
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Thomas Ley NTT DATA Services [email protected] MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE IMPROVEMENT
Transcript of MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE …€¦ · Thomas Ley NTT DATA Services...
6. Toolsa. ITSM Tools (Remedy,
Service-now, etc.)b. Third Partyc. Shell/PowerShell/
Perl/Pythond. Orchestratione. Correlation
6. Trackinga. SharePointb. Excelc. Paperd. Trelloe. Jira
6. Measuringa. Excelb. Formulasc. Graphing Best
Practicesd. Success / Failuree. Forecasting
4. Mechanismsa. Problem
Managementb. Paretoc. Metrics Reportingd. Dedicated Teamse. Automation
Enginesf. Asking for itg. Watching for ith. Watching it happeni. Sharing!j. Service Catalogue
4. Case Studiesa. Ignoring the
obviousb. Improper Trackingc. Incomplete
Trackingd. Contractual
Obligationse. Incentivizing/
Gamifying
1. A brief history of ITILa. ITIL v1b. ITIL v2c. ITIL v3d. ITIL v4
1. Rationalea. Importanceb. Risks of Neglectc. Business Valued. Incentivese. Thought
Leadership
1. Important Rolesa. Change Managerb. Process
Improvement Manager
c. Process Ownersd. Front-Linee. Managers
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Agenda
What to do with data.
How can I do it?
Why should I do it?
Who should do it?
What is it?
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Agenda - Mark II
What is it?
“
https://www.axelos.com/corporate/media/files/glossaries/itil_2011_glossary_gb-v1-0.pdf
...Continual service improvement ensures that services are aligned with changing business needs by identifying and implementing improvements to IT services that support business processes. The performance of the IT service provider is continually measured and improvements are made to processes, IT services and IT infrastructure in order to increase efficiency, effectiveness and cost effectiveness...
5Continual Service Improvement Definition
Who should do it?
DedicatedTeams
ReportingAnalysts
ITIL Process Owners
Managers
Team Leads
Front Line
7Diagram of Who can do Continual Service Improvement
Incentivizing a team to help show value to a client
Result: Influx of ideas which allowed for some team members to discover skills they didn’t know they had. Allowed leadership to highlight some great ideas to internal and external stakeholders.
Real-Life Scenario 1
Why should I do it?
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Ask these guys...
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Examples of why to do Continual Service Improvement
Top 3 IT Services Company ignores opportunity to optimize workload
Result: Loses all work for a client (not just where they were ignoring the opportunity)
Real-Life Scenario 2
How can I do it?
Have a base for measuring
success and to look for
ideas
Service Catalogue
Share your
accomplishments with
colleagues, peers, leaders.
Sharing
Watch what others do and
how they do it. Day-in-the-life.
Watching
Ask for ideas. Don’t be limited
by constraints.
Asking
Review your reports and
look for heavy hitters or
other opportunities
Reports
Comb through data from
tickets, servers, users, etc. Data
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How can I do Continual Service Improvement Management
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Example Service Catalogue
Delivery leader and team identify multiple areas of process improvements;doesn’t tell anyone
Result: Spends many hours preparing content to inform leaders/stakeholders of their efforts
Real-Life Scenario 3
Brief Intermission
What do I do with the data?
▸ Share accomplishments wherever you can -internal meetings, team meetings, client meetings…
▸ Push away the feeling of selfishness when it comes to promoting accomplishments, whether your own or your team’s
▸ Determine the best data points to track
▸ Publish for easy access or appoint an owner
▸ Consider a service catalogue
▸ Identify internal and external benefits (may be the same)
▸ Document how to measure
▸ Create reports and build into regular meeting cadence
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Tracking and Sharing
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Example
As the Sales Team prepares for a mid-year business review meeting with Michael and other executives, how could they show the benefits of their process improvements?
2 options: Basic and Advanced
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Real-Life Scenario … dramatized
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One Way ...
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A Better Way ...
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One Way for Advanced data...
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Better Way for Advanced data...
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Best Way for Advanced data...
▸ Promote a culture of Ideas!▹ Ideas are just as good as who/how it is
implemented▹ Incentivize / Gamify
▸ Look everywhere for inspiration/starting point▹ Data and Reports are your friend. Excel, SPSS,
Tableau…▹ Ask your team | Watch your team▹ Make sure you have a baseline to measure from
(Service Catalogue)▸ Track
▹ Don’t just track the net result▹ That’s not the whole story…
▹ Remind anyone/everyone where you’d be without the improvements▹ That’s the complete story !
▸ Report/Share!▹ Shout from the rooftops!▹ Don’t feel selfish about promoting the good work of
yourself and your team to your leaders and above! 27
In Summary
Service Catalogue:
Idea Tracking Template:
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TEMPLATES
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