Thomas LeyNTT DATA Servicesthomas.ley@nttdata.com

MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE IMPROVEMENT

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

2

Agenda

What to do with data.

How can I do it?

Why should I do it?

Who should do it?

What is it?

3

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?

10

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

20

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

21

Real-Life Scenario … dramatized

22

One Way ...

23

A Better Way ...

24

One Way for Advanced data...

25

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

See Attachments within this PDF

See Attachments within this PDF

You can contact me at thomas.ley@nttdata.com

Any questions?

29

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CREDITS