Ken Gonzalez, The Target On Your Back TFT14 Summer

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KEN GONZALEZ The Target On Your Back


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Universal Service Management Body of Knowledge (USMBOK)

TFT 14: “The Target On Your Back”


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Legal Stuff…

• All USMBOK and SMQS are trademarks. All referenced content is used with the permission of the VKSII. for the purpose of this single presentation. Any other aggregation, repackaging or reuse of the content is prohibited.

• Unless otherwise noted, all other materials used are the proprietary methods, models and techniques that elements of the Engaged Consulting, Inc (ECI) intellectual property portfolio and are protected by international copyright and other means. All rights are reserved worldwide. No license to reuse or redistribute is granted under this performance.

• All other trademarks or service marks referenced within this presentation are the property of their registered owners.


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About Your Presenter

• kengon is a Managing Partner with ECI.

• Tech industry veteran since 1985

Development & Operations experience

Advisory consulting services

• Service Management Practitioner and Outside-In Thinker

• Internationally requested and recognized speaker and author

Kenneth “kengon” Gonzalez

Chief Evangelist, USMBOK


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Welcome!

• Today’s Topic: The Target On Your Back

• I appreciate the opportunity to share with you

My take on the impact is on organizations and practitioners

What the USMBOK has to contribute to this

How best to prepare to use/leverage it

• I encourage you to ask questions throughout the presentation using the question panel

• Social media participation is encouraged.


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Your Job Today

Identify one thing

which is interesting to you

that you can consider/research

when we finish here


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How To Be Here

• Breathe, Relax, Focus…

• Be open to new ideas…

• Listen with purpose…

• Minimize distractions and participate fully…

• Don’t worry about utility


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http://www.cio.com/article/752726/CIOs_Must_Adapt_or_Risk_Being_Replaced


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Does This Look Like You?!

Source: http://media.propertycasualty360.com/propertycasualty360/article/2013/06/29/26.jpg


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“CH, CH, CH, CH, CHANGES…” Question 1


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What To Consider?

• Circumstances

Age and stage of life

Quality of life

Your health

Your career

Your family

• Demands

Personal time

Family time

Work obligations

Vacation/Recreation

• Complications

Economic stability

Social stability

Market movements (jobs, finances)

“Acts of God”


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HOW PREPARED FOR CHANGE ARE YOU? Question 2


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Where it meets your life…

• Your Future

Job

Family

Health

Retirement

• The List

Interests?

Intended accomplishments?

What? By When?

• Complications

Risks

Challenges

Resources

Support


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WHAT’S YOUR RISK POSTURE? Question 3


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What’s The Problem?

• Standing still in uncertain times is dangerous

The pace of change is accelerating

Impacts are harder to predict

• It’s easy (and common) to just keep going and not prepare for a future that is “uncertain”

“Keeping your head down below the top of the cubicle” isn’t a viable strategy

• There is too much to know/do/learn to try to do all of it

“Knowing is overrated”

• The “rational response” is actually irrational

“Common sense” doesn’t scale


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http://upload.wikimedia.org/wikipedia/commons/f/fd/Tug_of_war_2.jpg

“Tug of War”

Change! Stay the same!


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Another Recent Blog…


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My Recent Blog…


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To The Heart of the Matter


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The Playing Field

Organizational

“Enablers”

Service

Management Personnel

“The

Consumer”

Purpose

Operating

Structures GRC

CIP

Metrics

Exp Design

Front Stage

Back Stage

Support

SM System

Collaboration

Communication

Transition

Management

Facilities

Infra Apps

Services

Leadership

Assets

Kenneth Gonzalez © 2011-2014. All Rights Reserved Worldwide


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Today’s Focus

Organizational

“Enablers”

Service

Management Personnel

“The

Consumer”

Purpose

Operating

Structures GRC

CIP

Metrics

Exp Design

Front Stage

Back Stage

Support

SM System

Collaboration

Communication

Transition

Management

Facilities

Infra Apps

Services

Leadership

Assets



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On Getting There…

Desired

Future State

Domain/

Area

Current

State



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Establishing Context

Desired

Future State

Domain/

Area

Current

State

Context: Culture, Uncertainty, Demands



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On Culture

• What is “culture”?

Lots of different definitions/ideas -> Google it!

• My working definition

Culture is the overriding view and the corresponding shaping forces which permeate a group

• Alignment of “gravitational forces” -> Relational “constellation”

• Getting at it

Often can be seen when examining

• Resident “mood”

• Underlying attitudes/images

• What is “unsaid” and is on everyone’s mind

Culture does not exist independent of the group

• Embedded in rituals, practices, structures, etc.


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Contrasting Old vs. New Views

The “Old”

We manage and maintain servers,

software other infrastructure

components for our organizations

The “New”

We do our work to provide the highest

possible quality at the lowest

possible cost


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Contrasting Old vs. New Views

The “Old”

We manage and maintain servers,

software other infrastructure

components for our organizations

The “New”

We leverage technology to enable

business results and proactively

manage our customers experience

We do our work to deliver these

results at the level of quality and

for the cost that the customer

considers acceptable

We do our work to provide the highest

possible quality at the lowest

possible cost


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Shift in Orientation

The “Old”

• Identifications

• What is valued

• Bottom Line

The “New”

Commodity Capability ==

Target on Back

[ Us / I / They / Them ]

[ Know / Do / Understand ]


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Shift in Orientation

The “Old”

• Identifications

• What is valued

• Bottom Line

The “New”

Commodity Capability ==

Target on Back

Value Generating ==

Asset to Org

[ Us / I / They / Them ] [ We / You / Our ]

[ Know / Do / Understand ] [ Lead / Communicate / Accomplish ]


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The Management Imperatives

• Typical set of demands placed on the organization

• There are inherent pressures that accompany each set

• Must fit within a specific timing or lose the chance to start


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Four Key Questions

• What business are we in?

• What activities do our customers perform in pursuit of success?

• How do we help them with those activities?

• How satisfied are they with the help we give them?


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Becoming Operational

Desired

Future State

Domain/

Area

Mandate: “Operate, Navigate, Communicate”

Current

State




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42: The “Magic Number”


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Get Engaged!

Desired

Future State

Set Baseline

Domain/

Area

Monitor/Steer

Evaluate/Report


Current

State




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Service Experience: An Intentional Act


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Set The Context


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Map and Inspect


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Opportunity to Improve


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Correction Is Inevitable & Improvement Is Mandatory…

Desired

Future State

Set Baseline

Domain/

Area

Monitor/Steer

Evaluate/Report

Correct/Tune


Current

State




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Atomic Level Improvements


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Go With The Flow


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Summary

• Impact: What does it mean to you?

• “Culture” is not neutral

• Service Experiences are not accidental

• “Adopt and adapt” >> Simple, but not simplistic

• “Transform” to meet the challenge

• “Atomic level improvements” are the gears which make the machine run


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How to Contact Me

• Email: [email protected]

• Support: support.usmbok.com

• Twitter: www.twitter.com/ken_gonzalez

• Phone: +1-949-385-0341

mailto:[email protected]

http://www.twitter.com/ken_gonzalez


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Available Resources

See “Attachments” for

Links!

www.kennethgonzalez.com www.usmbok.com

Feel free to contact me with questions and requests for assistance!


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Universal Service Management Body of Knowledge (USMBOK)

“The Target On Your Back”

Date post:	07-May-2015
Category:	Business
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Ken Gonzalez, The Target On Your Back TFT14 Summer

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