introducing itil practitioner · introducing itil practitioner kaimar karu head of product strategy...

Introducing ITIL Practitioner

Kaimar Karu Head of Product Strategy and Development, AXELOS @kaimarkaru

AGENDA

Skills gap in modern-day IT Service Management Challenges with Communication Challenges with Metrics and Measurement Challenges with Organizational Change Management

Choosing the right path Continual improvement Navigating complexity Following the guiding principles

Working with ITIL Practitioners Leveraging the new qualification Next steps

@kaimarkaru

More focus on adopt and adapt

Make it relevant to solving business

problems

We need guidance on the

‘how to’

A means of delivering value to customers by facilitating outcomes customers want to

achieve without the ownership of specific costs and risks.

@kaimarkaru

DEFINING SERVICES

COMMUNICATION

UNDERSTANDING THE COMMUNICATION PRINCIPLES

Communication is a two-way process

We are all communicating, all the time

Timing and frequency matter

There is no single method of communication that works for everyone

The message is in the medium

@kaimarkaru

METRICS AND MEASUREMENT

UNDERSTANDING HOW GOOD METRICS HELP

Supports validating decisions and assumptions

Sets a clear direction for activities and improvements

Justifies what we do and why we do it

Provides the means of healthy intervention for failing services

Utilizes balanced, meaningful KPIs

Links the vision, mission, objectives, goals, CSFs, and KPIs

@kaimarkaru

ORGANIZATIONAL CHANGE MANAGEMENT

UNDERSTANDING WHAT SUPPORTS POSITIVE CHANGE IN ITSM

A clear and bought-into vision

Strong and committed leadership

Empowerment and teamwork

Willingness to participate

Right skills and relevant knowledge

A sustainable approach to improvement

@kaimarkaru

CHOOSING THE RIGHT PATH

CONTINUAL IMPROVEMENT

Understanding the context

Assessing the current state

Describing the desired state

Planning and executing

Confirming value delivery

Ensuring continuity

@kaimarkaru

What is the vision?

Where are we now?

Where do we want to be?

How do we get there?

Did we get there?

How to keep the momentum going

Business vision, mission, goals, and objectives

Baseline assessments

Measurable targets

Service and process improvement

Measurements and metrics

CSI APPROACH

@kaimarkaru

NAVIGATING COMPLEXITY

Each domain requires a different approach

The path is rarely straight

Small things can have a huge impact

There are no ‘one size fits all’ solutions

Experiment – quick feedback is the key

Leverage the scientific method

C Y N E F I N

@kaimarkaru

1. Analyse the situation Observe the area of challenge

2. Formulate a question What do you want to know?

3. Research the field Familiarize yourself with the domain

4. Formulate a hypothesis What do you think the answer could be?

5. Design the experiment What would verify or falsify the hypothesis?

6. Test the hypothesis Run the experiment

7. Analyse the results Confirm data accuracy

8. Make a conclusion Decide whether the hypothesis was verified/falsified

9. Attempt to replicate Ensure the results were not a random glitch

@kaimarkaru

SCIENTIFIC METHOD

FOLLOW THE GUIDING PRINCIPLES

@kaimarkaru

WORKING WITH ITIL PRACTITIONERS

» Kevin Behr (US) » Karen Ferris (AU) » Lou Hunnebeck (US) » Kaimar Karu (UK*) » Barclay Rae (UK) » Stuart Rance (UK) » Paul Wilkinson (NL)

@kaimarkaru

@kaimarkaru

ADDRESSING THE SKILLS GAP

Ensure the learning process is continual

Allow for an iterative approach

Support creating a solid foundation

Develop specialist skills

Don’t forget about practice

Track individual progress

@kaimarkaru

TRANSFORM KNOWLEDGE INTO PRACTICE WITH