differentiating itsm with transformation · 10/19/2015  · 2014 servicenow createnow hackathon...

Differentiating ITSM with Transformation

©2015 Linium. All rights reserved. Reproduction, adaptation or translation of this document is prohibited without prior written permission of Linium.

Steven HorvathCTO/Practice Lead

Fast Facts

InnovativeNamed to Inc.

500 l 5000 Fastest Growing

Private Companies 2 Years Running

Successful More than 1500+

Customer Engagements with a 4.85 out of 5 Excellence Rating

Experts500+ Highly-Skilled

Consultants Conducting Business across North

America

ExperienceStrategic, Tactical Delivery, and

Training experience on multiple platforms and

technologies

InnovativeNamed to Inc. 500 l 5000 Fastest Growing Private

Companies 4 Years Running

ProvenCelebrating 15 Years+ of Customer Success and

Excellence

CapableLinium & Xerox teamed up to create SchoolHub, the

winning application of the 2014 ServiceNow

CreateNow Hackathon

DiversityExperience with ITSM,

ITAM, PPM, ITFM, CMDB, Service Catalog, GTC as

well as deep partner expertise

Organizational ChangeROI begins ONLY after

adoption! Key to customers consuming and

then buying more!

Forrester Research recognized Linium as a leader in providing IT Service Management (ITSM) implementation services through The Forrester Wave™: North American ITSM Implementation Services Providers, Q2 2014.

In this report, Linium received:

• Highest score in strategy• Highest score possible of 5.0 in scope

of offerings• Solid client feedback scores

Figure 6 - The Forrester Wave™: North American ITSM Implementation Services Providers, Q2 2014

The Forrester WaveTM is copyrighted by Forrester Research, Inc. Forrester and Forrester Wave are trademarks of Forrester Research, Inc. The Forrester Wave is a graphical representation of Forrester’s call on a market and is plotted using a detailed spreadsheet with exposed scores, weightings, and comments. Forrester does not endorse any vendor, product, or service depicted in the Forrester Wave. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change.

Agenda

Introduction

What is Transformation

Case Study

How to Get Started

Q&A

What is Transformation

?

What are the Biggest

Challenges to a

Transformational Project?

?

What are the Biggest

Challenges to a

Transformational Project?

Timeline

On-scope/budget delivery

Business sponsorship

Organizational Readiness

We don’t know what transformation means

14%

33%

33%

52%

10%

The IT Organization

Project Delivery IT Service Management Procurement

Security

Mobile

IT Asset Management

Big Data Social

The Cloud

Compliance

Operations Automation

The IT Organization

Transformation

Empowering the business to be

More efficient

More effective

Business EfficiencyEnabling the Platform for Opportunity

Business EffectivenessEmpoweringthe Business and Providing the Strategic GuidanceNeeded for the next Killer App

Transformation:

having the right perspective…

Current State

People

Process

Technology

Future Envisioned

State

Mission Focused

Business Aligned

Strategic

Growth-Oriented

From To

The MissionWhat is our focus?

IndividualGoals

CompanyResults

Core CompetenciesWhat should we do?

DepartmentFocused

EnterpriseVision

PerspectiveHow do we deliver?

DepartmentResults

EnterpriseValue

InvolvementWho should be engaged?

My Business Unit

Cross Functional

Cost & Risk ToleranceWhen & How to deliver?

Reactive & Tactical

Proactive & Strategic

ITSM Transformation

Marketing Finance Sales HR

Cultural Adoption

Process Alignment

Technology Platform

It’s about focusing on the business

ITSM Transformation

Implementing and Sustaining Change

Measure your Outcomes Build on the Change

Engage and Empower the Entire Organization

Communication Empower Action Short-Term Wins

Create a Climate for Change

Create a Sense of Urgency

Guiding CoalitionEstablish the

Vision

Adapted from Kotter’s “Eight Steps of Change”

Transformation: Common Risks

Attaining Project Consensus

Avoiding Lift and Shift

Operational Process Alignment

Organizational Adoption

Launch Success

15

Enterprise Readiness: the secret to adoption

Align Define Engage Perform & Transform

Kick-off Workshop Communications

Engagement Pack 101 Training Evaluate

Readiness Assessments Discovery Process & Platform

Training Celebrate Success

Messaging Matrix Training Needs

Analysis

Performance Support &Management

Re-Plan

Program Identity Plans Transition

Engagement LAB Tackle Corrective

Actions

Deliver Ongoing Communications

ITSM Transformation

Mo 6Mo 5Mo 4Mo 3Mo 2Mo 1Initial Planning

ExecutiveVisioning

Current Baseline

Business

Tech.SteadyState

ProcessMetrics & KPIMeasurement

Future StateDesign

Culture

Project Review& Alignment

Gap Analysis

Executive Sponsorship

Build theMessage

Comm.Plan

Agile Iterative Sprints: Workshops & Requirements Launch

Iterative Workshops / Agile Tool Design

Campaign Plan & Execution

Iterative Workshops / Requirements

Campaign Marketing Launch Party

LessonsLearned

Procure Toolset

GuidingCoalition Tool Familiarity

QA & Training Define

Next Phase

Road-map

Business Goals

RisksAttaining Project

Consensus

Avoid Lift & Shift

Operational Process

Alignment

Organizational Adoption

Launch Success

Clear VisionStatement

ITSM Transformation

Marketing Finance Sales HR

Service Desk

A User Centric Service Platform To Power The Enterprise

Knowledge

Change

Problem

Incident

Build IT.

Discovery

Orchestration

Request

Self-Service

Automate IT.

ITAM

ITFM

Mapping

PPM

Govern IT.

GRC

Vendor

SAM

Demand

Mature It.

Ima

gin

e

IT.

People.

Process.

Technology.

Expose IT.

Analytics

Mobility

Social

Catalog

Extend IT.

Ve

rtic

al P

ow

ere

d

Keeping

the Lights

On

Empowering

The Business

Acquiring, Supporting

& Retaining

Customers/Business

Generating &

Sustaining Revenue

Streams

Facilities Sales HR*Portal

Safety*Accident

Marketing Finance R & D*Ideation

Ops

Centralized Business Services and/or Apps Via an Enterprise Portal

Grow IT.

Mission Critical Custom Business Apps That Empower The Business To Grow & Support Customers

Innovate IT.

Custom Applications or Services that can be Resold or Bring High Value to Create/Sustain Revenue Streams For Our Customers…. Customers.

Enterprise Service Catalog

Focus on the Business

Customer Onboarding App & Support PortalGo-To-Market App (Quote-To-Cash)

Client Security

Integrations

Enterprise Support

Portals & Applications

Regulatory

Compliance

M & A Infrastructure

Consolidation

Horizon BCBSNJCase Study

Taking ITSM to a New Level at Horizon BCBSNJ

How Customers are

Approaching ITSM

Transformation

Intuitive Service Portal &

Service Request Catalog

Streamline all IT-related

requests: On-boarding a

new employee, resetting a

password, etc.

Baseline Platform for long-

term scalability

Horizon BCBSNJ’s Story

Challenges & Drivers

Requesting IT Services

Dazed and Confused!IT HAS TO BE EASIER!

Requesting IT Services

Stand in Line

So Hard

Go Home

IT ZeroesNo Help Desk

IT Doghouse

Infrastructure Custodian

Waste of Time

Department of NO

One-Stop

Shopping

Open to the

Entire Customer

Base (user

population)

Consistent

Branding on all IT

Service Requests

Define and

Publish Services

Delivery Targets

Unified Service Request

Solution

Allow Self-Service

for Status

Inquiries

IT Service

Delivery

Transparency

Enable Mobile

Support

Simplified

Customer

Requests

Standard

Approval

Process

Optimized

Process through

Workflow

Automation

Process

Transparency of

Service Delivery

MetricsEnterprise

Solution

Offering

Enhancing the Customer

Experience

Accomplishments

The Catalog

The Results

Operational

Efficiency

30% reduction of request calls

to Service Desk

TCO swap, but sunset

opportunity with tremendous

savings as legacy systems are

retired moving forward

Effectiveness &

Improvement

Automation of Standard

Service Requests

15% reduction of the Request

Fulfillment Cycle

30%-50% reduction of the data

entry duration

Communication &

Relationship

Client Satisfaction measured &

improved

Improved image of IT

Improved transparency of IT

The Future

ITSM Beyond IT

Facilities Management

People Management

External Customers

Vendor Management

Contract Management

Service Catalog started as an IT window into the enterprise, but is quickly extending value into other areas of the organization, which creates enormous opportunity for efficiency and growth.

Key Takeaways

Process

Understand Both

Processes and Platform

People

End-User Experience and

Improve Satisfaction

Technology

A view of ITSM with

other Business Units

Beyond IT

Business Focus

ITSM Transformation

……………..How do we get there?

Start with an Attainable Vision

Define the Roadmap and

Strategy

Achieve Organizational

Alignment

Demonstrate wins

1 2 3 4

ITSM Transformation

Marketing Finance Sales HR

Service Desk

Self-Help

Knowledge

Service CatalogEvent

Management

Orchestration Password Reset

The “Brand” of IT

What’s Next?

What’s Next?

Assessment Road MappingExecutive Visioning

For more information:Contact me: Steve@Steven-Horvath.com

Questions?Ask Away - We’ve Got the Answers

Steve@Steven-Horvath.com

linkedin.com/in/stevenhorvath

Phone: (630) 236.6340

OCM – the secret to adoptionExpand enterprise support with Linium’s Envisioning Workshops

38

ExecutiveVision

ManagementVision

PractitionerVision

Strategy

Process

The alignment workshop is a minimum of 4 hours maximum of 8 hours for 12 to 20 people.

ClientVision

Service

Envisioning Workshop

Platform

• High Value Understanding• Internal Trust & Effectiveness