Organizational Change “If you build it they will come”

Organizational Change“If you build it they will come”

Copyright 2008, Column Technologies

Organizational Change – “If you build it they will come”

Please watch the white team and count the number of basketball passes

In the following video…

There will be a test!



The moral of the story…

• “Why didn’t anyone tell us about the gorilla?”

• “What does the gorilla have to do with my basketball game?”

• “Will my basketball skills be enough to deal with the gorilla that is in our midst”

• “How did this gorilla get in here anyway?”


Best Practices: Deploying ITIL in Your Organization

Source: Kubler-Ross Time

Denial & Isolation

Anger & Resistance

Bargaining

Depression

Acceptance

Maturing Processes


“Marketing Campaign”

• “If you Build it they will Come” - Wrong!

• Integrated with communications plan

• Make it fun, and intriguing

• Think “Madison Avenue”



“Communications Plan”

• You communicate with people not to people– What Message– To Whom – How often– By what mechanism– With what expected results

• How is 2-way communication fostered?



“Best Practices”• “Page 184 Syndrome”

• “Pretty Good Practices”

• ITIL is just a framework – “What does that mean?”

• You can’t implement frameworks

• Authors of ITIL are … or were human



Common Lexicon

• Common Language– Starting Point for Common Understanding– Cultural Roots– Shared Aural Experience

• OLA, SLA, CI, Incident, Problem



“ITIL Certifications V2, V3…Vn”

• Awareness– All of IT – The Business

• Foundations – Key Personnel – Process Owners– Framework Owners

• Advanced– Specialty Roles– Reward for Influencers– Others – “Career Builders”

• “The How” is missing• “BONDING”



“Aim, Shoot , Ready, Shoot”

• Progress – ITIL is not a Rocket Launch

• Muscle Memory – Bocce Ball

• Mile-Deep and an inch Wide

• Inch Deep and a Mile-Wide



“Reality – Gut Check”

• Combine your “Rock Stars” and your “Detractors” avoid “groupies”

• Desired Future State• What are your staffs capacities, capabilities?• The journey is just as important as the

destination



“Actionable Roadmaps”

• Assessments: 1.68 vs. 2.0?– “Definition of a Consultant”– Organizational Capability

• Buy-in via Participation• Quarterly Deliverables• Measurable/Observable



“Flowcharts Abound”• “All the good flowcharts have been

created already”

• Standardize on a taxonomy

• Ensure you value what each decomposition level provides



“Measurement Evolution”

• Small, base set, 2-3• Normalize• Add another 2-3• Repeat

– Don’t retire old measurements– Just don’t over-publish



“Training”

• Integrated into process teams

• Process and tools

• Rewards and incentives



“Sustainability”

• Recidivism - #1 Killer of ITIL Solutions• DIKW

– Data, Information Knowledge Wisdom

• Incentives; large or small IT love’s them• Goal: New rote behavior



“Implement, Deploy”

• Evolving Journey• Adoption is more appropriate• What does it look like when you get “there”• SIB – Somewhere in Between

– Simple to Complex




“People who don’t take risks generally make about two big mistakes a year”

“People who do take risks generally make about two big mistakes a year”

- Peter Drucker

Organizational Change “If you build it they will come”

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