Develop Your Service Strategy

This session is designed to assist senior service leaders in creating and aligning

their organizational service strategies with their businesses' goals, objectives, and

values.

What is Strategy?

Stra-teg'-y (n.)

A systematic plan of action to achieve a goal.

STRATEGIC TACTICAL OPERATIONAL

Creating long-term vision, goals and

objectives based on achieving a desired

end result

Implementing projects or continuous improvement activities moving you closer to

achieving your strategic goals / objectives

Repetitive activities that are the day-to-day

core processes that achieve the tactical performance goals, objectives and SLAs

Why Develop a Strategy?

In order to…

• Provide Direction and Momentum

• Communicate Value

• Differentiate from your competition

• Engage your workforce

is a force multiplier for the IT leadership team, creating:

Commitment, Consistency, Confidence

Source: Gartner

A Good IT Strategy

We’ve All Seen Bad Strategies…

A bad strategy is…

…fluffySource: Gartner

• Good strategy is…

…decisiveSource: Gartner

Why is Strategy Such a Challenge?

Current Condition

Target Condition

Strategy

Why is Strategy Such a Challenge?

Current Condition

Target Condition

Why is Strategy Such a Challenge?

Adapted from Toyota Kata by Mike Rother

Current Condition

??

?

?

Target Condition

Next Step

Strategy Development Ground Rules

1. Do not create your Strategy in a vacuum

2. Keep it simple

3. Understand the business context

4. Understand the current state – the good, bad and ugly of your team/performance

5. Clearly understand where you want to be

6. Define your timeframe (try to target 3 years)

7. Strategy is NOT ‘one and done’

1. Who Creates the Strategy?IT Leadership – but not in a vacuum

2. Keep it Simple

…as in one page.

3. Understand the Business Context

Challenge

Or

Opportunity?

How Does IT Fit In?

4. Understand the Current State -SWOT AnalysisPoint in time analysis of current stateBody copy

SWOT ExampleHelpful Harmful

Inte

rnal

Exte

rnal

5. Understand Where You Want to Be

Tools in your Toolbox: Vision, MissionOrganizations summarize their goals and objectives in mission and vision statements. Both of these serve different purposes for a company but are often confused with each other.

While a mission statement describes what a company wants to do now, a vision statement outlines what a company wants to be in the future.

Vision: To create the most compelling car company of the 21st century by driving the world’s transition to electric vehicles.

Mission: To accelerate the world’s transition to sustainable energy.

Tools in Your Strategic Toolbox

Goals, Objectives and your Strategy

A goal is a broad primary outcome.

A strategy is the approach you take to achieve a goal.

An objective is a measurable step you take to achieve a strategy.

A tactic is a tool you use in pursuing an objective associated with a strategy.

A Note on Goals…

Vision, Mission, Goals Example

ProficiencyResponsive Consistent

Strategic Objectives

Our Vision: We will shape the future of ABC Corp through rock-solid services, innovation, technology leadership and strong community collaboration.

Our Mission: We deliver the highest level of service possible to internal and external customers and demonstrate technology leadership that furthers the Corporation’s mission.

Institute KCS

Financial CustomerInnovation

and Learning

Internal

Processes

Strategic Measures

Strategic Goals

Tools in Your Strategy Toolbox

Measures

6. Timeframe – Why 3 years?

Strategy without tactics is the slowest route to victory.

Tactics without strategy is the noise before defeat.

-Sun Tzu

Tools in Your Strategy Toolbox

Roadmap

Workplace

and

Collaboratio

n Services

Capabilities Service 2018 2019 2020

FA Service Desk & SMS Support

Desktop & Facilities Services

Print Optimization& AV Services

Collaboration Platforms

Automation & Self-Service Technologies

IT Facilities, M&A Onboarding

Office Outreach as a Service

Secured Print & Optimization Rollout

Wireless

Mobility

Office 365 (Exchange Online, Teams)

Business Collaborative Workplace (UC)

Soft Phone POC

Transition Wireless Service/Provider

Business Functionality Mobile Apps

Audio/Visual Services

Tech Bar - Campus

7. Defining Your Strategy is Just the Start!A good strategy provides clear direction. Then the real work

begins:

– Understanding

– Buy in

– Intentionality (target condition grey area)

– Capability

– Empowerment

– Motivation

Appendix: Tools

Primary Obstacles of Strategy Execution

• Lack of direction (where are we heading?)

• Understanding

• Buy in

• Intentionality (target condition grey area)

• Capability

• Empowerment

• Motivation

RACI ChartHelpful Harmful

Inte

rnal

Exte

rnal

Strategy on a Page

Strategic Objectives

Our Vision: To be…

Our Mission: We are…

Financial CustomerInnovation

and Learning

Internal

Processes

Strategic Measures

Strategic Goals

Tools in Your Strategy Toolbox

Roadmap

<Insert

Capability>

Capabilities Service 2018 2019 2020

Insert Service A

Insert Service B

Insert Service C

Insert Service D

Insert Initiative Name

Insert Service E

The last strategy

Our successes — for example- What did we do well?- What did we achieve/deliver?- How did we contribute to the

wider enterprise, society?

The next strategy

Our challenges — for example- Where did we struggle?- Was there something we did not

succeed with? Why?

Our focus- What do we need to do more?- What do we want to be known for?- How do we see ourselves

"punching above our weight"?

Our choices - What do we want to do less?- Is there anything we want to

stop doing — or have other do for us?

Balanced Scorecard