How To Determine Your Return On Value - Paul Wilkinson

Pink Elephant – Knowledge Translated Into Results

How to determine your Return On Value (RoV) in IT Best

Practices

Paul Wilkinson Director

GamingWorks BV

realize

Increase ROV of your ITSM investment © Pink Elephant, 2016. All Rights Reserved.

ü  Business & IT productivity ü  IT and Business alignment ü  Business agility & speed

to market ü  Business process management

& reengineering ü  IT cost, reliability & efficiency

and security

Poor ability to execute Increasing impact ITSM as a strategic capability

Trends

Growing importance, & dependency

CobIT

ISO 27.. 20..

ITIL

Prince2 PMI DevOps

ISO 38..

BiSL

KT

Togaf

Scrum Agile


Strategic Assets People

Our IT people are becoming Critical assets for Business growth and continuity

…you mean HE is a Critical Asset?!! Boy are we in deep Doo Doo !...

Trends = ITSM a Strategic capability


CIO Challenges

IT MUST ‘make change happen’……

FAILURE is NOT an option!

pressure on costs is creating a RISK that organizational change and growth initiatives may fail.

Organizations will be looking beyond traditional forms of training…gamification.

Increasing business demand, dependency and complexity

Financial uncertainty puts pressure on budgets for training and consulting.

Training & Consulting investments will be scrutinized and must demonstrate a good return on value


ü  A(learning)ApproachtoMAXIMIZERETURNONVALUE

Agenda

ü  BEYONDTRADITIONALtrainingintervenAonsCreatebuy-in,overcomeresistance,empowerPeople

ü MEASURINGIMPACT

ü ……..usingaCase…


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 ITSM Investment


ü How can we see and measure the impact on V,O,C,R?

ü Which problem do we want to solve?

ü What is your learning objective?

ü What is the desired Behavior?

ü What will we see differently?

ü  Which Skills, Knowledge & competences do people have/need to do this?

ü  How do we evaluate the learning experience?

ü  How can we evaluate that the knowledge or skills have been learnt/ applied?

ü 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

Competences Test prove

Business results

Learning process

Functioning

ü Which learning intervention or exercise can help achieve this?

Intervention ‘Serious Game’


Knowledge: Expertise and skills acquired through experience or education; the practical or theoretical understanding of a subject.

Education and

Theory

Where do we go WRONG?

A SERVICE is a means of

delivering VALUE to customers by facilitating OUTCOMES

customers want to achieve without the ownership of

specific COSTS & RISKS.

ITILCer/fica/on


Objective/ problem

‘Wish’ Behavior


Business results

Learning process

Functioning



Value and

Outcomes Intake & Transfer

It is through an effective INTAKE & TRANSFER of learning into the

Working environment that VALUE is created

and knowledge translated

into RESULTS

Knowledge translated into Results


Objective/ problem

‘Wish’ Behavior


Business results

Learning process

Functioning


Translating theory into practice

‘New behavior’


Customer X

ABC Assessment

To help scope the Problem and identify

‘Undesirable behavior’

Help identify Undesirable behavior -‘Resistance’






ý  Dissatisfied Customers ý  Poor availability ý  Re-inventing the

wheel, wasting money and time

ý  No control ý  Staff frustration

ü  Customer focused ü  All incidents recorded ü  Support staff record & transfer

work-arounds ü  Managers addressing

people on behavior ü  We prioritize using ….. ü  We improve quality of

tool & process ü  We give direct feedback

ü  Improved Customer satisfaction

ü  Improved availability ü  Less wastage ü  Improved motivation

Problem/Wish – New behavior/Business results

ü  Able to measure the new behavior

ü  Take actions to correct behavior

ü  Work together on improving – embedded in team meetings



Learning process Intervention

‘Serious Game’

ü  ABC (Customer/Resistance) ü  Apollo MT ü  Define ‘Wish’ – agree Transfer

role of managers ü  Apollo Employees – (champions)

define Wish, identify resistance capture improvements

ü  Define measurements ü  Leadership training

Learning Intervention


User

Call center

1 st Level support

2 nd Level support

3 rd Level support

Supplier

Flight Director

Business

Mission Director

Experiential Learning – Business simulation

Developing a Tool, to enable the processes, support decision making, Manage the workload, Transfer knowledge, Solve issues.


Create Buy-in

Overcome resistance

52% Fail Due to resistance

70% Don’t Get value from ITSM Investment

Business Simulation Game

Empower people to identify Improvements to take-away

Input for CSI

SHARED understanding and goals

ü  Played in context of Organizations

ü Bringing ‘END-to-END’ together

ü Create DIALOGUE

ü Break down SILOS, Improve Team-working

ü Assess WEAKNESSES

ü  Learn to Develop OWN procedures and agreements

ü  Translate THEORY into PRACTICE

ü  Learn to apply 4 P’s to realize the 5th P

ü  Learn Pragmatic CSI


ü  Managers focus on desirable behavior, REWARD & CONFRONT

ü  Use daily contact moments: - Coffee machine - Meetings - Waiting for elevator

ü  Give right example ü  Present results, ask for suggestions ü  Set priorities in line with....

ü  Develop own procedures, KPIs – together. Apply CSI

ü  Confront each other on behavior ü  Update the tool with accurate, useful

timely information to enable resolution and control

ü  Go into business and observe use. Present back to teams

WhatdoweAGREEtodoDifferently….howcanweENSUREthis?

Transfer into the working environment


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 current behavior & change over time.


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!.....


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


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


Busiss results

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 better control. Insight

& decision making

I am better able to help and inform

customers

1stcallresolu/onwentupfrom65%to75%,represen/ng40000addi/onalcallsresolved,saving2MillionKronerandthebusinessoutcome?improvedpa/entcareandpa/entsafety.


ü  Use the 8-field model to identify desirable and undesirable behavior that needs changing

ü  Do this together with the teams and managers (Use ABC cards to help assess, discuss)

ü  Explore using ‘experiential’, learning by doing (also coaching) to translate theory into practice

ü  Start measuring behavior and impact, review with ALL teams then focus on next behavior

© Pink Elephant, 2016. All Rights Reserved.

[email protected] www.gamingworks.nl Twitter: @gamingpaul

Questions?

Date post:	09-Jan-2017
Category:	Education
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