ITSM Academy Webinar - Lead Success, Don't Manage Failure!

transcript

Carlos CasanovaFounder & PresidentK2 Solutions Group, Inc.http://www.k2sg.com

http://www.cmdbimperative.com

www.k2sg.com“Leading the ascent to the peak of Service Management”“Leading the ascent to the peak of Service Management”

March 21, 2013

Lead SuccessDon’t manage failure!

2© ITSM Academy

About ITSM Academy

Welcome!

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) ISO/IEC 20000 Foundation &

Bridge MOF Foundation

Practical, Value-Add Workshops Building Blocks, Roles, Service

Catalog, etc. ITIL, MOF, ISO 20K Overviews Apollo 13, Visible Ops: The Class And more!

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 PMI Global Education

Provider Certified Woman-Owned

ITIL® is a Registered Trade Mark of the Cabinet Office.

Agenda

BackgroundLeaders not Managers

Characteristics Assessment

IT Service Management Components Vision

Recap and Closing

Background

Professional 20 years of technology and process leadership in various roles Industry recognitions/certifications Lead CMDB design/deployment for global financial services company BofA, SSA, US Marine Corp, General Dynamics, MetLife, IBM Global

Services Speaker at local, regional, national and international conferences

Company Founded K2 Solutions Group, Inc. in 2008 Value based Executive and Practitioner Service Management solutions

Presentation Topic Executive leadership, not management, is vital to ITSM adoption

Agenda

Recap and Closing

Leaders not Managers

I don’t like to be managed,but if you lead me, I will follow!

Professional Challenges / Taking Initiative

Reluctance to engagevs.

Excitement to accomplish

Why People Follow

TrusTrustt

Passion

Security

Communication

Confidence

Stability

Who are you?

OrganizeDirectPlanControlCoordinateAuthoritarianProblem SolvingLogisticsSeeks Comfort

InspirePersuadeMotivateListenInfluenceCharismatic MentorCoachSeeks Risk

What do you do?

Are you Managing or Leading?

ManagerManager LeaderLeader

Are you Managing or Leading?

Leaders think strategicallyMangers act tactically!

Lead… don’t Manage!

Leaders inspireMangers require!

Agenda

Recap and Closing

The Pillars of Successful ITSM

People Process Tech

Management

People Process Tech

Leadership

People Process Tech

Leadership

Management

Undermining your ITSM Managers

People Process Tech

Management

Leadership

People Process Tech

Management

People Process Tech

Management

PeopleProcess

Management

Undermining your ITSM Managers

Tactics

Successful

• Inspired to achieve• Supported in failed attempt• Willingness to Change

• Common Sense Design• Tactical Implementation• Strategic Design

• Scale/Org. Appropriate• Consolidation• Compound Initiatives

Unsuccessful

• Motivated by fear• Blind Conformance• Protectionism

• Process for Process Sake • ITIL-topia• It’s a framework???

• Big Bang Implementation• Continued Data Sprawl• A Faster Wrong Solution

Lead ITSM cultural transformationsthey cannot be mandated!

Agenda

Recap and Closing

Focus is Relative

Your Challenge

Leaders Within Identify leaders within the team, department, company Utilize what motivates them, not you Empower, Delegate and Provide “Air Cover”

Environment of Success “It’s possible for me to do my best” Teaching & Learning attitude Importance and reward

Lead vs. Manage

L – Leverage

E - Energize

A – Assure

D - Direct

M – Manifest

A - Administer

N – Nag

A - Arrange

G - Gauntlet

Inspirational Leader

You cannot manage men into battle.

You manage thingsYou lead people.

Rear Admiral Grace HopperRetired US Navy

Leading the ascent……to the peak of Service Management

www.k2sg.com

http://www.cmdbimperative.com

Carlos CasanovaEmail: cc@k2sg.comBlog: http://blog.k2sg.comWeb: http://www.k2sg.comTel: 401.286.4186

@CarlosCasanova

Thank You!

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ITSM Academy Webinar - Lead Success, Don't Manage Failure!

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