Adopt Adapt and Apply IT Best Practices - David Ratcliffe

Pink Elephant – Knowledge Translated Into Results

Adopt. Adapt. Apply!

David Ratcliffe President

Pink Elephant

Adopt. Adapt. Apply! © Pink Elephant, 2016. All Rights Reserved.

Keep Calm…

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Agenda

§  Insert text here 1.  Why Is This Important?

2.  Adopt §  What Should We Adopt?

3.  Adapt §  Guiding Principles §  Challenges

4.  Apply! §  The CSI Approach §  Metrics & Measurements §  Organizational Change

Management §  Communication

5.  When You Return To Work

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Why Is This Important?

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The magic of successful execution of any business framework happens when organizations become expert at “adopting” and “adapting” best practices to solve their organization’s challenges:

§  Adopt – practices that will deliver business value §  Adapt – to your specific environment and needs §  Apply – using Continual Service Improvement (CSI) and

supporting management competencies to implement change

The goal is to leverage best practices so that they deliver business value to your organization.

Fit For Purpose


Adopt: Definition

Merriam-Webster says: § To take up and practice or use § To accept formally and put into effect § To choose (a textbook) for required study in a course

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Adopt: Plenty To Choose From!

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Adopt: Frameworks & Standards

Quality Systems

Lean IT

TQM

EFQM

Six Sigma

Malcolm Baldrige

Theory of Constraints

Statistical Process Control

Deming

Etc..

Process Frameworks

ITIL®

COBIT®

BRMI®

OCM

IBM Rational

TOGAF

Microsoft MOF

eTelecom Ops Map

PRINCE2®

CMMi

eSCM

ITAM

Etc..

§  What is defined can be controlled and stabilized §  What is stabilized can be measured with trust §  What is measured can be improved

Define

Improve

Measure

Control & Stabilize

ITIL Best Practices

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Adapt: Definition

Merriam-Webster says: § To change your behavior so that it is easier to live in a particular place or situation § To change (something) so that it functions better or is better suited for a purpose

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Why Adapt? è

èè

FOCUS ON VALUE èèè

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FOCUS ON

CONTROL

Tension In IT


Adapt: Guiding Principles

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Source: “ITIL Practitioner Guidance”


Adapt: THE Critical Success Factor

§  What are your business objectives? §  How should IT enable and support those business

objectives?

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“Management by objective works – if you know your

objectives.

Ninety percent of the time you don’t.””

A Wise Man Once Said ....


Your Business Objectives

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1.  Change every year (maybe even more often!)

2.  Will be focused on: §  Revenue §  Costs §  Growth §  Strategic initiatives

3.  Should be known by everyone

4.  Find out what they are before you do anything else!

5.  Use them to guide – and validate – your decisions


Apply: Definition

Merriam-Webster says: § To put to use especially for some practical purpose § To bring into action § To put into operation or effect

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Apply: Critical Success Factors

§  The CSI Approach §  Metrics & Measurements §  Organisational Change Management §  Communication

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Apply: Continual Service Improvement

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Based on AXELOS ITIL® material. Reproduced under licence from AXELOS.

What is the vision?

Where are we now?

Where do we want to be?

How do we get there?

Did we get there?

Business Vision, Mission, Goals &

Objectives

Baseline Assessments

Measurable Targets

Service & Process Improvement

Measurements & Metrics

How do we keep the momentum going?


Apply: Business Questions For CSI

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Question Reason What is the vision? The IT Service Provider asks this question to

better understand the long-term goals.

Where are we now? The business should ask this question to create a baseline of delivered services.

Where do we want to be? The answer to this question helps define business requirements.

How do we get there? What improvement initiatives are required to achieve the short-, medium-, and long-term goals?

The answer to this question helps capture the identified opportunity in the CSI register.

Did we get there? The question helps document the progress through monitoring, reporting, and reviewing service level achievements and actual performance against targets.


Apply: We Measure For 1 Of 4 Reasons

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Copyright © AXELOS Limited 2016. Reproduced under license from AXELOS.


Apply: Valid Metrics Questions

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1. Metrics and measurement lie at the core of ITSM

2. Anything that can be measured should

be measured

3. Simple observations with the low accuracy

level should not be used

4. It is recommended to adopt all 355 KPIs mentioned in the ITIL

Core Publications

5. All collected data should be presented

in a report

True Or False?

Adopt. Adapt. Apply! © Pink Elephant, 2016. All Rights Reserved. 20

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4 5

8

7

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1

Kotter’s Eight Steps

Establish a sense of urgency

Build the guiding coalition

Develop a vision and strategy

Communicate the change vision and enlist volunteers

Empower broad-based action

Generate short-term wins

Consolidate gains and produce more change

Anchor new approaches in the culture

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Apply: Organisational Change Management


Apply: Communication

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Copyright © AXELOS Limited 2016. Reproduced under license from AXELOS.

“No single method of communication works

for everyone.”

“Timing and frequency matter.”

“The message is the medium.”

“Communication is a 2-way process.”

“We all are communicating, all the time.”


When You Return To Work

1.  Understand your business – the true vision, mission, strategy and objectives of your organisation

2.  Talk to your co-workers about which practices (frameworks) will support your business goals. ADOPT

3.  Don’t be confined by the dogma – do what’s right! ADAPT

4.  Check out the “ITIL Practitioner Guidance” book. APPLY

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David Ratcliffe

President Pink Elephant

Email: [email protected]

Web: www.pinkelephant.com Twitter: http://twitter.com/pinkerdavid

Thank You. Questions?

Date post:	16-Apr-2017
Category:	Technology
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Adopt Adapt and Apply IT Best Practices - David Ratcliffe

Technology