Date post: | 15-Aug-2015 |
Category: |
Business |
Upload: | sits-the-itsm-show |
View: | 33 times |
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How to increase the Return on Value of a training investment, realizing
demonstrable RESULTS.
The number 1
SUCCESS or
FAIL factor for
ITSM
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Trends = Business dependency
IT Transformation CIO needs:Nr 5: Leadership developmentand staff training
“….from Internal focus to outside-in, business focus and a Customer and Service culture…….”
1 2
Business & IT productivity IT and Business alignment Business agility &
speed to market Business process
management & reengineering IT cost, reliability & efficiency
and security
Increasing impact ITSM as a strategic capability
Growing importance,& dependency
Poor ability to execute
CobIT
ISO27..20..
ITIL
Prince2PMI
DevOps
ISO38..
BiSL
KT
Togaf
Scrum Agile
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Strategic Assets
People
Our IT peopleare becomingCritical assets forBusiness growth and continuity
Trends = ITSM a Strategic capability
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A (learning) Approach to MAXIMIZE RETURN ON VALUE
Agenda
BEYOND TRADITIONAL training interventionsCreate buy-in, overcome resistance, empowerPeople
MEASURING IMPACT
……..using a Case…
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Case: Customer X
Busy with ITIL Foundation training….(20 K invested)…...bought a tool…(50 K invested) developed processes….(10 K invested) …wasn’t working…..resistance…no information….no control…..
…..wants VALUE and RESULTS
52% Fail Due to resistance
70% Don’t Get value from ITSMInvestment
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How can we see andmeasure the impacton V,O,C,R?
Which problem dowe want to solve?
What is your learning objective?
What is the desiredBehavior?
What will we see differently?
Which Skills, Knowledge &competences do people have/need to do this?
How do we evaluate the learning experience?
How can we evaluate that the knowledge or skillshave been learnt/ applied?
Which new behavior will we see at the workplace, how can we enable this & measure?
An effective approach - maximize value
3%
‘Wish’ – (Behavior)
Objective/problem
‘Wish’Behavior
CompetencesTestprove
Businessresults
Learningprocess
Functioning
Which learning intervention or exercise can help achieve this? Intervention
‘Serious Game’
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Knowledge:
Expertise and skills acquired through experience or education;
the practical or theoretical understanding of a subject.
Educationand
Theory
Where do we go WRONG?
A SERVICE is a means of
delivering VALUE to customers by facilitating OUTCOMES
customers want to achieve withoutthe ownership of
specific COSTS & RISKS.
ITIL Certification
‘Wish’ – (Behavior)
Objective/problem
‘Wish’Behavior
CompetencesTestprove
Businessresults
Learningprocess
Functioning
Intervention‘Serious Game’
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Valueand
OutcomesIntake & Transfer
It is through aneffective INTAKE& TRANSFER of learning into the
Working environmentthat VALUE
is createdand knowledge
translatedinto RESULTS
Knowledge translated into Results
‘Wish’ – (Behavior)
Objective/problem
‘Wish’Behavior
CompetencesTestprove
Businessresults
Learningprocess
Functioning
Intervention‘Serious Game’
Translating theoryinto practice
‘New behavior’
• Don’t get the HOPED
• For VALUE
>70%
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ABC Assessment
Help identify ‘Undesirable behavior’ & ‘Resistance’
To help scope the Problem and identify
‘Undesirable behavior’
Customer X
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Problem/Wish - New behavior/ Business results
Dissatisfied Customers Poor availability Re-inventing the
wheel, wastingmoney and time
No control Staff frustration
Customer focused All incidents recorded Support staff record & transfer
work-arounds Managers addressing
people on behavior We prioritize using Business
impact We continually improve We give direct feedback
Improved Customer satisfaction
Improved availability Less wastage Improved motivation
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CompetencesTestprove
LearningprocessIntervention
‘Serious Game’
ABC (Customer/Resistance) Apollo MT Define ‘Wish’ – agree Transfer
role of managers Apollo Employees –
define Wish, identify resistancecapture improvements
Define measurements Leadership
Learning Intervention
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User
Call center
1 st Levelsupport
2 nd Levelsupport
3 rd Levelsupport
Supplier
Flight Director
Business
Mission Director
Experiential Learning – Business simulation
Developing a Tool, Developing a Tool, to enable the processes,to enable the processes,support decision making,support decision making,Manage the workload,Manage the workload,Transfer knowledge,Transfer knowledge,Solve issues.Solve issues.
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Managers focus on desirable behavior,REWARD & CONFRONT
Use daily contact moments:- Coffee machine- Meetings- Waiting for elevator
Give right example Present results, ask for suggestions Set priorities in line with SLA
Develop own procedures, KPIs – together. Apply CSI
Confront each other on behavior Update the tool with accurate, useful
timely information to enableresolution and control
Go into business and observe use. Present back to teams
What do we AGREE to do Differently….how can we ENSURE this?
Transfer into the working environment
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Behavior 1st 2 mnth
I know why we need to document and register all relevant items.
6,5
I register all the items I need to document. 6.7
I regularly use information from the tool. 6,0
I observe other people recording useful information 5,4
I observe that others are using information to make decisions and reporting
5,7
I see managers confronting undesirable behavior and promoting new processes
5,8
Measure behavior - Progress
Measuring currentbehavior & change over time.
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See! managers don’t really care
That’s not what we agreed!
It can get
WORSE
I don’t have the time….
I’ve got more important things to do…..
Rewards!?…..nonsense, they’re adults
I already told them what to do!.....
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Measure behavior - Progress
Behavior 1st 2 mnth
I know why we need to document and register all relevant items.
6,5
I register all the items I need to document. 6.7
I regularly use information from the tool. 6,0
I observe other people recording useful information 5,4
I observe that others are using information to make decisions and reporting
5,7
I see managers confronting undesirable behavior and promoting new processes
5,8
8,6
7,6
7,1
6,8
6,9
7,0
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Behavior 1st 2 mnths
Our processes are designed based on customer focus and Service Catalog.
6,1
Our new tool is effective and delivers added value. 5,7
We spend enough time carrying through on process & performance improvement.
5,8
My work is more effective and efficient. 5,9
Other people always stick to agreements made 5,7
Other people regularly inform me about status of the agreements we made.
5,6
7,2
7,2
7,1
7,5
7,07,0
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Busissresults
1. Improved Customer satisfaction rating
2. Improved 1st call resolution and availability of key focus systems
3. Improved staff satisfaction
1. 32% score 8+ on “My work is more effective and efficient” (47% 7+)
2. 29% score 8+ on “Project X brings results” (41% 7+)
3. 34% score 8+ on “Project X has improved my work” (47% 7+)
I have bettercontrol. Insight
& decision making
I am better able to help and inform
customers
1st call resolution went up from 65% to 75%, representing 40000 additional calls resolved, saving 2 Million Koner and the business outcome? improved patient care and patient safety.
© GamingWorks
Use the 8-field model to identify desirable and undesirable behavior that needs changing
Do this together with the teams and managers(Use ABC cards to help assess, discuss)
Explore using ‘experiential’, learning by doing(also coaching) to translate theory into practice
Start measuring behavior and impact, reviewwith ALL teams then focus on next behavior