the people factor in itsm
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© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
The People Factor in ITSM
Alejandro E. Debenedet
GuetChu ITSM Director
International Business Relations Director – PeopleCert Group
Marketing and Chapter Relations Director itSMF
“ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries”
© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
ITSM: People ... The Fundamental “P”
Processes
People
PROCESSES
PARTNERS PRODUCTS
© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
ITIL: Value creation is about PEOPLE
� VALUE Creation is about Perceptions, Preferences and Attributes
� Service assets are used to create VALUE
Value Creation
Preferences
Attributes
Perceptions
Resources Capabilities
Value Creation
© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
PEOPLE are important
PEOPLE are THE asset
Quote from SS book: “ The value of people asset is the capacity for
Creativity Analysis Percetion Learning Judgment Leadership Communication Coordination Emphaty Trust
© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
Service Oriented Organizations
Attitude
Behaviour
RESISTANCE
Culture
© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
Attitude
� Feeling or opinion about something or someone
� Change program means changing people attitudes
� Cynicism, � sarcasm � Passiveness � Complacency � Saying yes, doing no
� Usually is non-verbal, body language � Learn to ¨read¨ them (55% of
interpersonal � communication goes in the form � of language and gestures) © ABC, ABC Cards and ABC Cartoons
belong to Paul Wilkinson and GamingWorks
© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
Behaviour
It is directly seen and experienced
� Complaning about others
� Avoiding responsibility
� Passing the blame
� Refusing to accept or listen to others (bad for team work !!)
� Deliberately withholding info or misscommunicating
� Deliberately delaying activities
� To change behaviour, work on the RESISTANCE
• To act in a particular way; actions measured by commonly accepted standards
© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
Resistance
� An emotional reaction to change
� Preference for stability and continuity � Feeling of not being involved, not in
control � Personal conflicts and rivalry � Purpose and motives not shared or
wrongly understood � Only seeing the bad side of change � Fear of unknow � Fear of failure � Lack of tact � Distrust
© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
Culture
� Is the most used word in organization change � But … culture can not be fought out � It maintains by itself � Easier seen by third parties (from outsiders) like trainers,
consultants or new employees � Symbols � Heroes � Rituals � Values
� Talk a lot, let the culture change by itself � Be prepare for resignations � Create new heroes
• Accepted ways of working within an organization; the values and standards that people find normal
© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
ABC and ITIL
© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
What to do …
� Get rid of repeat and monotonous work
� Make work more enjoyable
� Communicate, get interested, get involved
� Give the right information with as less as secrecy as possible
� Include everyone � One to one discussions � Get rid of destructive resistance � Reward, make note desirable behaviour � Give credit � Motivate � Share problem and work on a solution � TOGETHER
� Celebrate results
© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
Excellence in Team Works
� Teams skills are directly responsible for organizational performance
� Certified members in the team impact directly the team performance
� 80% of IT managers believe their team requires significant amount of task-specific skills to perform their duties
Source: IDC White paper: Value of certification and Organizational Performance
© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
Professional Certification
© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
Build your team with the right capabilities
Needs/Intake Tailored Activities
Gap Adjust
Expected
Results
© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
The value of ITSM certification
Value
Recognition by Public
sector
Adpotion of social
learning environment
International appeal with localization
Universities
© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com
Alejandro E. Debenedet
GuetChu ITSM
alejandro.debenedet@itsmfi.org
alejandro.debendet@peoplecert.org
Twitter: adebenedet
Blog: itsmabc.wordpress.com
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