ITSM_Academy_BestPracticeBreakout_Webinar_Dec_2010

8/7/2019 ITSM_Academy_BestPracticeBreakout_Webinar_Dec_2010

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e come

:O rganizationa l Adop tion of Best Practiceand Continua l Im rovement

Marty La rsen, M icrosof t

© ITSM Academy



About ITSM Academy

Accredited Education

Public classes throughout U.S.

-

ITIL Brid ge – Founda tion & Ma nagers ITIL Lifecycle, Capability and MALC

Vir tua l Cla sses

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umn rogra

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(MOF) Foundation

Practical, Value-Add Workshops

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Ap ollo 13 Simula tion Visible Ops: The Class

ITIL, MO F, ISO 20K Awa reness

ra ne s nce ITSM Professiona l Dip lomas

2© Microsoft, Presented in Partnership with ITSM Academy

And More! Welcome!



Tod ays Agenda

Imp lementa tion and Tra nsfer of Best Pra ctices

AssessGain

AcceptancePreparingBreakouts

FacilitationReport

O ut

The f ive steps with add itiona l d a ta and exa mp les.


Tha nks for jo ining us today.Please use the cha t fea ture to send in your questions.



5 Day Best Practice Transfer (BPT) Prog ram

1 . Assess Rea d iness for Change

.

3 . Setting up breakout sessions4 . Facilita tion of BPT Brea kout sessions

1 . Start

2 . Scope and O b jectives

3 . Prob lem and Analy sis

4 . Develop ment of Process f lows

5 . Development of Consensus and Actions

.

5 . Rea lizing the return on ef for t: The Rep or t O ut

G ain Pre arin Re ort


ssessAccep ta nce Brea kouts

FacilitationO ut



Assess Readiness for Change

Identify the O rganizationa l Impetus

Anticipate and Identify the Resistance to Change Assess O rganiza tiona l A lig nment

Assess the Time Commitment




FacilitationO ut





Prep aring Leadership and Sta f f

Techniques for Overcoming Resistance to Change

W ork with multip le levels of leadership− Policy, Process, Procedure

Identif ica tion of Scope a nd O b jectives

Scope Identif ica tion formand f acilitation

Identify team members




FacilitationO ut



Preparing the Breakout Session

Scheduling

Room set-up Scop e Doc

Agenda

Trainin

Materials




FacilitationO ut



O verview of the BPT Breakout Session

Ground Rules

Roles

“Fish Bone” Brain Storm




FacilitationO ut



O verview of the BPT Breakout Session

“ PotentialSolutions”

Action andCommunication Plans




FacilitationO ut



BPT Report O ut




FacilitationO ut



Detail

Assessment of ReadinessAssess

Scoping Gain

Acceptance

Prep a ring for Brea kouts

PreparingBreakouts

Rep or ting the Breakouts

Facilitation

Report




Best Practice Transfer (BTP)Facilita tor Prep a ra tion

Psychology of a Brea kout Session

mpowere eams an g -per orm ng ea ms

O wnership of solutions

Team and or anizationa l behavior

Facilitation of a Breakout Session

The leaderless facilitatorThe tools of the facilitator

Objectives of a Breakout Session

tream ne ec s on ma ngRed uction of bureaucra cy

Structured rob lem solvin




Assess Readiness for Change

Identify the Organizational Impetus

“ W h do I ca re” and “W h do we need to chan e”

Assessment of current state maturity Anticipa te and Identif y the Resista nce to Change

“ W hy we cannot change”

The p sycholog y of cultures and ind ividua ls

ssess rgan za t ona gnment

Is the organization a ligned and set up for change?

W ha t do we want to chan e

How will we mea sure the change?




FacilitationO ut



Assess Read iness for Change W ork Product

Answer“ “− y o ca re an y o we nee o

cha nge ” Maturit Assessment ver hi h level

− Based on IO, CMMI, ISO 20000 or other

Past Resistance to Change and Past Efforts− Cultura l ba rr iers conf ronted

Identif y W ha t is to b e Changed

− Behavior, work p roducts, tools, repor ting




FacilitationO ut



Scope G oa ls and O b jectives

Conf irm the Ef for t (time) the Lea dership Tea m iswilling to Commit

Confirm the Time the Leadership Team is willing toCommit to the b reakout tea m members

Conf irm the W ay in which the Time Allotted will beCommunicated

Agree on KPI’s or Measurements




FacilitationO ut



Breakout Session Leadership Pre-Meeting

Mini session of Q & A with the ob jective of having leadershipf ill out a nd ag ree on session’s the “ Scop e a nd O b jective”

Prior to the lea dership p re-meeting the f acilita tor may or maynot send the Scope and Object form to the leaders




Prepare for the Breakout Session

Super Sticky Post-it Notes

Name Tents or Name Tags

Flip Charts (two or more)

Roll of Butcher Paper

Lea dership Pre-meeting Slides

Candy | Horn Projector

Posters

BPT Session Slides (specific to the session focus)




FacilitationO ut



Breakout Start

Set up Room Appropriately

ang any repr n e a er a

Handwrite Agenda and Post on W a ll

Invite Lea dership to Kick O f f Meeting

Confirm the Appropriate Team is in Attendance Post “ Check-in / Check-out” Form

Post W O or App rova l Number if Ap propria te




FacilitationO ut



The Breakout Session




Breakout Session Agenda

Ground RulesIntroductions

Roles




Breakout Principles and Ground Rules

Ground RulesIntroductions

Roles




Top 50 Crea tivity Killers

1. O ur place is dif f erent.

2. W e t ried that before.

3 . It costs too much.

38 . It’s impossib le.

39 . I know a p erson who tried itand got f i red.

20 . It isn’t in the budg et.

21 . Can’t teach old d og new tricks.

2 2. G ood thought, but impra ctical.

4. That’s not my job.

5. They’re too busy to do that.

6. W e don’t have the time.

40 . W e’ve always done it this

way.41 . W e’d lose money in the long

run.

23 . Let’s g ive it more thought.

24 . W e’ll be the laughingstock of the industry.

25 . Not that again.

7. Not enough help.

8. It ’s too rad ical a change.

9. The staf f wil l never buy it.’

42 . Don’t rock the boa t.

43 . That’s what we can exp ectf rom the sta f f.

26 . W here’d you dig that one up?

27 . W e did alr ight without it before.

28 . It’s never been tried .’. .

11 . The union will screa m.

12 . That will run up our overhea d .

13 . W e don’t have the authority.

.it?

45 . Let’s look into it further.

46 . W e’ll have to answer to the

.now.

30 . Let’s for m a committee.

31 . It won’t work in our pla ce.

14 . Let’s get b ack to reality.15 . That’s not our p rob lem.

16 . I don’t like the idea.

s oc o ers.

47. Quit dreaming.

48 . If it ain’t broke, don’t fix it.

49 . That’s too much ivory tower.

32 . The exec. committee will never go f or it.33 . I don’t see the connection.

34 . Let’s a ll sleep on it.

’


17 . I’m not say ing you’re wrong but…

18 . You’re two years ahead of your time.

19 . Now’s not the right time.

50 . It’s too much work.. .

36 . It’s too much trouble to change.

37 . It won’t pay f or itself.



Scope Review




Training

Cause and Effect




Training

Process Diagrams (Macro)

Process Diagram (Swim)

Cause and Effect

Specific to the Focus of the

Breakout Session






“As Is”




Identify Issues






Root Cause Analysis




Future State “To Be” Map




Future Sta te Map (“ To Be” )




How Do W e G et There?

Solutions Constra ints Actions




The Action Plan




W ha t Needs to be Communica ted

W ha t is the intended purpose / action?W ho is the intended aud ience?


C



RACI if Applicable


RACI



RACI

W e Must know who is Accounta b le

W ha t process am I suppor ting when? W ha t ha t to wa rewhen (Responsible)


Metrics Plan



Metrics Plan

What How to Measure Target or Direction

incident management). E.g. f rom open to closed 80% closed within

1 hr

~ 10 0% ticketsclosed in 24 hrs

# of knowled geb ase upda tes (submissions) top rob lem ma na gement

Cap ture baseline a ndcount after that

Increased

-

# of tickets upd a ted within 2 hrs by N th levelsupport

In CRM Increase,

Tar get 1 00 %

mins for 100%

# of tickets assigned to g roup q ueue for incidentsreported to the Helpdesk

In CRM? Target: within 15minutes for 100%

# of customers responded to by Helpd esk within30 minutes for a ll intake (phone, voicemail, email)

From survey Ta rget: 100%

BPT R t O t



BPT Report O ut




FacilitationO ut

BPT B k t S i R t O t



BPT Breakout Session Repor t O ut

Consensus on a Shared Need (Scope)

Mod if ica tion or a dop tion of Scop e and O b jective worksheet

“As Is” Macro d iag ra ms

“As Is” Rommler Brache diagrams

Consensus on G oa l of Current Process

Introduction of best practice definitions (ITIL/ Industry)

onsensus on espons ty s o urrent rocessRACI dia g ra m


BPT Breako t Session Repor t O t



BPT Breakout Session Repor t O ut

Identification of Value-add and Wasted Efforts

Maximize va lue

Red uce the 8 aspects of wa ste

Consensus on “Should” or “To Be” Diagram

Consensus on G ood Pra ctices in Need of Ad op tion

Introd uction of good p ra ctices a t the a ctivity level

Consensus on Actions Required to Adopt Good Practices

Codif ica tion of actions req uired to incorp ora te a nd susta inood ractices

Consensus on KPIs and Metrics Identif ica tion of business ana lyst f or collection of metr ics


Lea dership Rep or t




Each Day of the Breakout Session Should End with a

Cover the a genda items tha t were comp leted

Highlight and conceptual challenges the team may have had

Cover the scop e review exercise, cla rif ica tion of def initions,points of confusion

− Diagrams, issues list, etc

MOST IMPORTANT – cover any and all issues aroundmanag ng e exp ec a ons o e ea ers p eam− Reset or re-negotia te expecta tions as necessa ry

Cover the end of day rep ort a t the b eg inning of the nex t


tea m breakout session





Rep or t to Tea m any Lea dership Feed back

Cover with Tea m the W ork Prod ucts AlreadyDeveloped

Va lid a te the “As Is” p rocess map

Validate the “To Be” process map

Validate issues identified

Va lid a te RCA’s completed


Return on Effort



Return on Effort

KPI’s

Identif ica tion of work p rod ucts tha t d emonstra te the

execution of the best practices.

eport ng an commun ca t on o wor p ro ucts

Metrics

Identif ica tion of mea surements tha t d emonstra te atrend toward improvement

Reporting and communications of metrics


ITSM Academy Af f ilia tes



ITSM Academy Af f ilia tes


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ITSM_Academy_BestPracticeBreakout_Webinar_Dec_2010

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