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HDI North Coast Local Chapter Tech Expo 2012
New Rules, New Roles, New PeopleNew Organization For Service Management
Brenda IniguezStrategic Business Development
Pink Elephant
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New Rules, New Roles, New People – New Organization For ITSM © Pink Elephant, 2012. All Rights Reserved.ITIL® is a Registered Trade Mark of the Cabinet Office.
A Service Management Organization
As organizations move from a technology to a ServiceManagement focus, new enterprise structures and rolesare required to sustain and support ongoing continualimprovement.
Service Management Lifecycle: end-to-end focus
During the transition, most organizations struggle withquestions about where to place these new process and
service ownership roles within traditional technologycentric organizational charts.
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New Rules, New Roles, New People – New Organization For ITSM © Pink Elephant, 2012. All Rights Reserved.ITIL® is a Registered Trade Mark of the Cabinet Office. 3
How Is The Role Of IT Changing?
Focused on technology
Fire-fighting mode
Organizational silos
Unknown costs
Technical metrics
Focused on customer outcomes
Demand driven
Enterprise services & processes
Financial transparency
Business value
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New Rules, New Roles, New People – New Organization For ITSM © Pink Elephant, 2012. All Rights Reserved.ITIL® is a Registered Trade Mark of the Cabinet Office.
Starting With The End In Mind
IT Operations Management
Console ManagementJob SchedulingBackup & RestorePrint & Output
IT OperationsControl
Data Centers
Recovery SitesConsolidationContracts
FacilitiesManagement
Mainframe
Server
Network
Storage
Databases
Directory
Desktop
Middleware
Internet / Web
Financial Apps
HR Apps
Business Apps
Service Desk
Application ManagementTechnical Management
© Crown Copyright 2011. Reproduced under license from the Cabinet Off ice Based on Figure 6.1 Service Operation 6.1
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New Rules, New Roles, New People – New Organization For ITSM © Pink Elephant, 2012. All Rights Reserved.ITIL® is a Registered Trade Mark of the Cabinet Office.
Follow The Sun
Service Desk Organizational Structures
First Line SupportLocalService Desk
Third PartySupport
Network & OperationsSupport
ApplicationSupport
DesktopSupport
CentralizedService Desk
Second Line Support
Third Party
Support
Network &
OperationsSupport
Application
Support
Desktop
Support
SKMS
© Crown Copyright 2011. Reproduced under license from the Cabinet Off ice Based on Figure 6.2, 6.3 and 6.4. Service Operation 6.1
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New Rules, New Roles, New People – New Organization For ITSM © Pink Elephant, 2012. All Rights Reserved.ITIL® is a Registered Trade Mark of the Cabinet Office.
ITSM ProcessesITSM Processes
Optimizing Business & IT Services
6
Business Product
Business Service
Business ProcessBusiness ProcessBusiness Process
IT Service
IT Systems
IT Components
IT SystemsIT System
Produce
Ship
Distribute
Market
ExploreDevelop
RefineBlend
StorePipe
Data-
base
ITSM Process
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New Rules, New Roles, New People – New Organization For ITSM © Pink Elephant, 2012. All Rights Reserved.ITIL® is a Registered Trade Mark of the Cabinet Office.
First up: New Thinking
SERVICE vs. Technology Thinking… end-to-end for the customer
Outside-In Thinking … from the Customer’s eyes
Ask & Listen to the Business
IT: Let go of the control … let control go to the Business
Effective Service Management based Operating Model
Governance structure for Service Management Processes Sustainable organizations: process-based vs. people-based
Don’t have processes for process sake or tools for tools sake
o Processes and Tools need to add value and make a difference
Create a perpetual Learning organization
o Learning as a skill and a habit
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New Rules, New Roles, New People – New Organization For ITSM © Pink Elephant, 2012. All Rights Reserved.ITIL® is a Registered Trade Mark of the Cabinet Office.
Operating Model
An Operating Model defines:
all the Services the organization delivers the capabilities of an organization
how value is generated thru those capabilities• Defining the Value Stream across the entire Lifecycle of a
‘Plan-Build-Run’ structured organization
Service Management Lifecycle = end-to-end focus
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New Rules, New Roles, New People – New Organization For ITSM © Pink Elephant, 2012. All Rights Reserved.ITIL® is a Registered Trade Mark of the Cabinet Office.
Evolving IT Organization Culture
Value Chain Focused • Business revenue is directly generated by the sale of IT services toexternal customers
• IT based services and their digital transactions are perceived to beintegral and synonymous with the business processes they support
• Market share and stock price is influenced by the market’s perception ofthe quality and stability of IT capability
Business Partner Focused • IT Executives are part of the strategic business planning processes• The CIO has oversight and responsibility for other departments outsideof traditional IT function (e.g.: facilities, processing, fleet mgmt.)
• IT measures its success in terms of business transactional volume /availability
Business Customer Focused • IT services are understood to support the business process• The IT organization is understood to be an enterprise function made up
of both internal and external suppliers using common processes & tools• Enterprise governance is mature enough to enforce standards across all
IT groups• IT is taking and fulfilling orders from its business customer
Service / System Focused • Shared Services Organizations are establishing common services,tools and processes
• Service Level Agreements are based on services rather than technology
• IT services are typically defined as infrastructure and user basedservices
Technology Focused • IT Domains / Depts. (Database, Servers, Desktop, etc..)• IT Operations• Infrastructure Organizations, Service Desk• Network
Technology Silos
Application vs. Infrastructure
IT Supports The Line
IT Is The Line
IT Service Provider
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New Rules, New Roles, New People – New Organization For ITSM © Pink Elephant, 2012. All Rights Reserved.ITIL® is a Registered Trade Mark of the Cabinet Office. 10
Organization
Environment
Corporate or Management Processes
General
IT Services
Primary Business Processes
Innovation,Development,
Knowledge TransferProcesses
Business Support
Processes
Major Business Functions & Processes
© Van Haren Publishing, Defining IT Success Through The Service Catalog . Adapted from Figure 2.1, p24
Service Desk
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New Rules, New Roles, New People – New Organization For ITSM © Pink Elephant, 2012. All Rights Reserved.ITIL® is a Registered Trade Mark of the Cabinet Office.
The ITIL Service Management Lifecycle
ServiceDesk
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New Rules, New Roles, New People – New Organization For ITSM © Pink Elephant, 2012. All Rights Reserved.ITIL® is a Registered Trade Mark of the Cabinet Office.
Service Lifecycle Processes
SERVICE STRATEGY Strategy Management For
IT Services Service Portfolio Management Business Relationship
Management Financial Management ForIT Services
Demand Management
SERVICE OPERATION Event Management Incident Management Request Fulfillment Problem Management Access Management
Functions Service Desk Technical Management IT Operations Management Application Management
SERVICE DESIGN Design Coordination Service Catalog Management Service Level Management Availability Management Capacity Management IT Service Continuity Management Information Security Management Supplier Management
SERVICE TRANSITION Transition Planning & Support Change Management Service Asset & Configuration
Management Release & Deployment Management
Service Validation & Testing Change Evaluation Knowledge Management
CONTINUAL SERVICE IMPROVEMENT Seven-Step Improvement
© Crown Copyright 2011. Reproduced under license from the Cabinet Off iceFigure 1.1 Service Strategy
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New Rules, New Roles, New People – New Organization For ITSM © Pink Elephant, 2012. All Rights Reserved.ITIL® is a Registered Trade Mark of the Cabinet Office. 13
New Service Management Organization …New Focus?
What are the essential roles that need to be defined for IT ServiceManagement?
Is a new organization structure needed? If so, what should it look
like? Can’t we just incorporate new responsibilities to fit within the
current roles and structure?
How far up and down should any new IT Service Management
roles go? Is the concept of a Service Management Office (SMO) something
that can help?
Moving from a technology to a Service focus requirespeople be focused on the right activities, with the rightlevels of empowerment and support.
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New Rules, New Roles, New People – New Organization For ITSM © Pink Elephant, 2012. All Rights Reserved.ITIL® is a Registered Trade Mark of the Cabinet Office.
New Roles
SMO – Service Management Office
o SMO Leader
• Substantial authority to make & carry out decisions
• Credible, SM Expert, Cross-Team Leader
• Process governance of the Process Owners
PMO & SMO should complement one another
• Eg: designing for quality up-front
Service Owners: responsible for end-to-end service
Process Owners: responsible for overall process
Process Manager: responsible for tactical process aspect Service Management Expert / SME – on best practices
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New Rules, New Roles, New People – New Organization For ITSM © Pink Elephant, 2012. All Rights Reserved.ITIL® is a Registered Trade Mark of the Cabinet Office. 15
Org 3Org 2Org 1External
Scaled & Distributed Process Ownership
Process Owner: Has overallorganizational process accountability andmay as well have specific accountabilityfor their own group or region.
Process Manager: Has processaccountability for their specific functionalgroup or region and is accountable to theProcess Owner for organizationalcompliance
ProcessOwner
Sponsor
ITSM Executive
ITSM Governance
(p)rocessowner
Coordinator
ProcessManager
ProcessManager
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New Rules, New Roles, New People – New Organization For ITSM © Pink Elephant, 2012. All Rights Reserved.ITIL® is a Registered Trade Mark of the Cabinet Office.
16
The Service Management Office
ITSM Process Owners
Business Process & Service Improvement
Service Mgmt.
Office
Service Desk
Desktop
End User Services
Operators
IT Operations
SW Dev
Applications
Engineers
Info Sec.
IT Planning
CIO
Process & Service Management
Technical / Functional Mgmt.
Training & Communication Coordination
Network
NOC
Administrators
ITSM Governance
Service Level & CSI Mgmt.
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New Rules, New Roles, New People – New Organization For ITSM © Pink Elephant, 2012. All Rights Reserved.ITIL® is a Registered Trade Mark of the Cabinet Office. 17
ITSM Roles & Customer Engagement
ServiceOwner
Business Relationship Manager
MonthlyServiceReport
toBU Mgr.
Monthly Service Report(to Customer)
Customer
BusinessApplication
Services
Infrastructure/TechnicalServices
ProfessionalServices
S e r v i c e C a t a l o g
o r
S e r v i c e D e s k
Service(Delivery)Manager
SLM Process Owner
SubmitRequest
Supporting ServiceOwners
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New Rules, New Roles, New People – New Organization For ITSM © Pink Elephant, 2012. All Rights Reserved.ITIL® is a Registered Trade Mark of the Cabinet Office. 18
Service Organization Structures
Applications Infrastructure
SLA
Desktop
Hosting
Business App.Service Owner
SO
Application Service
Infrastructure Service
(Incident, Problem & Change)Process Owner
Professional Service
SO
BusinessRelationship
Mgmt.Service Mgmt.
Office
Business LineCustomer
IT Process Owners
Training & Comm.
ITSM Governance
Process Owners
Tool Ownership
Business ServicesBusiness Services
Supporting ServicesSupporting Services
Professional ServicesProfessional Services
Service Owners
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New Rules, New Roles, New People – New Organization For ITSM © Pink Elephant, 2012. All Rights Reserved.ITIL® is a Registered Trade Mark of the Cabinet Office.
New People
Remember: Competency is made up of 3 key elements:
• Skills - Attitude - Behavior
Consider the EI factor: Emotional Intelligence• Emotional intelligence (EI): the ability to perceive, control and evaluate emotions
and to use this information to guide one's thinking and actions
Hire and cultivate Perpetual Learners• Explore Simulation learning & KCS: Knowledge Centered Support
For SM Leaders: go for the Curious, Courageous & Inventive • Surround yourself with Truth-tellers
Consider your organization’s Generational Demographics
• Keep all 3 generations engaged and productive• Start Mentoring programs for effective pairing and knowledge sharing
Set your organization’s People Retention strategy• Define a Model for Exit Strategy behavior
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New Rules, New Roles, New People – New Organization For ITSM © Pink Elephant, 2012. All Rights Reserved.ITIL® is a Registered Trade Mark of the Cabinet Office.
WORLD WAR II+ ages 88+ 1910-1924 20M
BUILDERS(Radio Babies) ages 67-87 1925-1945 56M
BABY BOOMER ages 48-66 1946-1964 80M
GENERATION X ages 35-47 1965-1977 38M
U.S. population of 307 millionUS Decennial Census 2010
GENERATION Y ages 16-34 1978-1996 78M
The new total represented an addition of22 million Americans since the 2000 Census
The 2000 Census recorded a population gainin every state during the 1990s – the onlydecade in the 20th century with such growth
Defining The Generations
“0 GENERATION” (Kids) ages 1-15 1997-2010 35M
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New Rules, New Roles, New People – New Organization For ITSM © Pink Elephant, 2012. All Rights Reserved.ITIL® is a Registered Trade Mark of the Cabinet Office.
New Rules
SM Lifecycle thinking and actions vs. vertical silos
Executive Dashboard Metrics vs. endless operational reports
Results-based outcomes vs. tactical tasks
See & design your processes from your Customer’s eyes
Ask & Listen to the Business… make tangible improvements
Start small, make a difference to the Business … add value
Deliver value in quick Sprints vs. long 9-12 month projects
Knowledge is power; sharing knowledge is more powerful
o Skills in finding, authoring, documenting and proofing knowledge
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New Rules, New Roles, New People – New Organization For ITSM © Pink Elephant, 2012. All Rights Reserved.ITIL® is a Registered Trade Mark of the Cabinet Office.
Reference Material
Millennials Rising The Next GreatGeneration - Neil Howe
William StraussR.J. Matson
What Millennial Workers Want: How toAttract and Retain Gen Y Workers
whitepaper - RHT
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New Rules, New Roles, New People – New Organization For ITSM © Pink Elephant, 2012. All Rights Reserved.ITIL® is a Registered Trade Mark of the Cabinet Office. 23
Knowledge into Results !
Brenda IniguezPink Elephant
______________________
Brenda Iniguez
ITIL Expert
Strategic Business Development510.262.9925 work510.685.6798 cell
"We cannot become what we need to be by remaining what we are ...
Life is not a dress rehearsal. " ~ John Maxwell ~
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New Rules, New Roles, New People – New Organization For ITSM © Pink Elephant, 2012. All Rights Reserved.ITIL® is a Registered Trade Mark of the Cabinet Office.
New Service Organization Roles
A critical success factor for the adoption of a service management practices andservice oriented culture is the creation of roles focused on the end-to-end delivery ofIT Services and the ongoing management of the enterprise ITSM processes.
Process Ownership Structures: A tiered process ownership structure with an enterpriseprocess owner supported by process managers to enable the deployment and consistentexecution of IT management processes across technology domains
Process Governance Council: Establish a decision-making body made up of processowners, tool owners and the SMO to act as the CSI and planning group for new and existingprocesses
Service Management Office (SMO): A dedicated process governance and internal servicemanagement expertise / advisory function to support service delivery excellence and ongoingtransformation. This function provides the ongoing ITSM subject matter expertise andfacilitates the management of change.
Service Ownership: Identify IT Service Executives and Owners to support the managementand planning of services and systems based on a full service lifecycle approach
Customer Relationship Roles: Identify and establish roles to support the input of demandand the gathering of regular customer feedback related to service and process delivery
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New Rules, New Roles, New People – New Organization For ITSM © Pink Elephant, 2012. All Rights Reserved.ITIL® is a Registered Trade Mark of the Cabinet Office.
Generational Traits – snapshot
Builders (Radio Babies) – Traits• Great Depression, WWII, GI Bill; cash based
• Authority respected; disciplined, dedicated
• Known for hard work, reliability, honor
• Often worked 1 company entire career
• “The Greatest Generation” – Tom Brokaw
BABY BOOMERS – Traits• Vietnam, Civil Rights, Cold War, Women’s Lib
• JFK & MLK assassinations; equality for all
• Credit cards, TV, Fitness …the 60s & 70s
• career, healthy, wealthy, forever young
• Technology: used to do MORE work
Gen X - Traits• Persian Gulf War, AIDS, Corporate RIFs
• Divorce rate tripled; latchkey kids
• PCs, Internet, Video games, MTV
• Work life balance is key driver; autonomy
• Technology: used to have life balance
Gen Y - Traits• 9/11, Afghan/IRAQ, Columbine, Personal Terrorism
• Cell Phones, Texting, Social Networks
• Laptops, IPODs, Personal mobility w/technology
• Nurtured, protected; grown up working on teams
• Technology: fully integrated into their life
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Generational Traits – Additional Details
Senior Generation Baby Boomer Gen X Gen Y
Value hard work
Willing to work for delayedreward
Often reserved
Loyal and expect it in return Like disciplined procedures,
lines of authority
Duty, honor, country
Dedication, sacrifice
Won’t fix what isn’t broken
Excellent interpersonalskills
Conformity, blending, unity
Patient
Value hard work
Prefer instant or moredramatic results/rewards
Defined by their job
Believe team approach iscritical to success
Expect loyalty fromcoworkers
Success is largely visible(trophies, plaques, lifestyleelements)
Believe in and evaluatethemselves and othersbased on work ethic
Expressive
Independent
Work/life balance non-negotiable (do not want tobe absent parents)
Independent and self-
reliant; open comm. Team-oriented
Not intimidated by authority
Do not like to bemicromanaged
Reject the work ethic ofbaby boomers
Excel at finding cutting-edge solutions
Guard personal time
Like modern technologyand tools
Suspicious of baby boomervalues
Raised as parents’ friends
Cynical and pessimistic
Look for a person toinvest loyalty, not acompany
Expect to change jobsfrequently; easily bored
Team/goal-oriented
Believe respect must be
earned Value fairness
Technically proficient
Busy, multi-taskers
Accustomed to gettingwhat they want
Want attention
Expect quick delivery,results; Ambitious yetappear aimless
Expect rapid ascent tohigher salaries
Optimistic, charitable, act
with integrity Relate better to Baby
Boomers than Gen X
Admire values of SeniorGeneration
Search for job thatprovides personal
fulfillment
Source : Bank of America
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10 Recommendations: working w/GEN Y
1. Pair-up the Gen Yrs on projects; keep them challenged
It will still allow collaboration AND minimize the time drain on the manager
2. Pair up Gen Yrs / Baby Boomers on projects
It will enable Gen Y creativity & “new thinking” with Boomer diligence & experience
3. Start a mentoring program on your team; embrace shadow training
4. Ask … Listen … Listen … Listen … and observe the Millennials
5. View things from the Millennials’ perspective … not from your own bias
6. Teach them the “WHY” of a job .. Not just the “what”
7. Help them see the BIG Picture and how they fit in
8. Teach them business savvy: explain & illustrate the fundamentals9. Build relationships; Relationships & guidance = credibility (not titles)
10. Don’t forget the FUN!