have your own ticker tape parade—promote solution success

© Copyright 2/17/2015 BMC Software, Inc1

Don’t be shy!

Promote Solution Success

Best Practices to showcase your efforts and promote the business value of your IT projects.


Andy Miller

CISA, CISM, CISSP, CGEIT

ITIL V3 ExpertSr. Solution Architect

Have your own Ticker Tape Parade – Promote Solution Success


The Golden CircleFrom: Simon Sinek – Start With Why

We naturally communicate from the outside-in.

The problem is that WHAT and HOW do not inspire action.

Starting with Why is what leaders do.


Operational Change Management FrameworkStages and Steps

Stage 1Identify the

business outcomes your

organization must support

Stage 3

Define your target state & establish a

driving team

Stage 2

Impact and Risk Analysis

Stage 4

Communicate and execute the

change

Stage 5

Manage , reward, and publicize, achievement

1. Clarify the need for change

2. Align specific business and IT goals

3. Assess current state capabilities and gaps

4. Identify objective criteria for measurement of progress & success

1. Establish a central Service Management Office

2. Align the SMO with Operational Governance

3. Adopt a Program framework to manage the overall change and adoption

4. Map IT process roles & responsibilities, to your operation

5. Establish your Training Map Required for BSM Enablement

1. Assess in-flight projects, timescales, and impacts

2. Roadmap and phase the changes into discrete tracks

3. Assess business processes and define dependencies

4. Identify key skill Gaps

5. Obtain buy-in from salient stakeholders

6. Create and validate your transition plan with stakeholders

1. Communicate the vision, outcomes and set clear time expectations

2. Build a network of change champions to gain momentum

3. Educate and enable your management and staff

4. Stand-up new roles & functions as part of an extended program team

5. Execute program operations

1. Manage continued stakeholder support

2. Monitor solution deployment and capability usage

3. Coach and mentor staff

4. Publicize business outcomes and reward performance

5. Revisit your model & goals


Strapline

Objectives

Strategy

Mapping Strategy to Capabilities

Define & Govern Agile Architecture

Deliver Easyto Use Solutions

Provide Reliable & Efficient IT Assets

Accelerate Business Insights

Connect People, Partners & Business

Automate, Integrate & Optimize Business Operations

How IT enables Strategy

The Role That Information and Information Technology Will Play in Creating Superior Value for the Business

SolutionCapabilities

Vision Service Delivery and Value Through Information Technology

ValuePath

IT Supplier and Asset Lifecycle Management

Service Provisioning and Configuration

Governance and Controls Management

• Manage and Optimize IT Assets• Request and Deploy IT Assets• Standardize and Maintain IT

Asset Configuration

•Application Diagnostics and Analytics•Application Release Management•Configuration and Control•Self Service Automation

• Audit and Report Compliance• Define and Document Controls• Test and Remediate Gaps

Solutions to meet Operational Objectives

BSM Capabilities to achieve value

Stage 3

Define your target state & establish a

driving team

Stage 1

Clarify need for change and align business/IT goals


Marketing & Communications Plan Framework

Co

mm

un

icat

ion

s Fr

amew

ork • Define the Marketing face of the

program

• Define types & methods of communications

• Define the Communications Activities

• Principles

• Frequencies

• Responsibilities

• Measurements

• Communication Plan

Stage 3

Establish Marketing and Communication

Framework

Objective: A framework that can be applied at each stage of Project


Communications Plan Project Objectives

• Why are we changing?

• What will happen if we don’t?

• What proof do we have?

Key Elements of Need

• How will the change affect customers?

• What will be different in the future?

• What will be possible then that is not possible now?

Key Elements of Vision

Defines the ‘Need’ and ‘Vision’ that will be used consistently by the whole team to clearly articulate the compelling business need for change.

Stage 4


change


Communications ManagementThings to avoid

• Messages without a directed purpose• Messages that are unclear, incomplete, difficult to understand• Messages sent over an inappropriate medium• Messages sent too early / too late / too frequently• Messages with no provision for feedback• Messages delivered that lack the human element

1. Messages are received but ignored

2. Messages are misunderstood

Top Pitfalls

Underlying Reasons

~ 50%

~ 30%

Stage 4


change


Communications ManagementPlanning

Communication Channels & Media :

Target delivery based on the audience and the message type

People remember:

10 percent of what they read

20 percent of what they hear

30 percent of what they see

50 percent of what they see and hear

80 percent of what they say

90 percent of what they say and do

Stage 4


change



Audiences:

Target by interest and delivery preference

• Type of message

• Content of message

• Frequency of communication

• Delivery mechanism

Stage 4


change



Project Branding:

Must be recognizable and contain distinct messages

• Recipient immediately knows it is from project team

• Consistent message theme

• Strap line for subliminal messaging

Examples: • “Just Do It”• “Don’t leave home without it”• “Driving IT Forward”

Stage 4


change


1 JOB AID

Position-specific Job Aids


Awareness Posters


Additional Awareness & Alignment

Quick Start Contents

1 BRANDED E-MAIL SIGNATURE FILE

11 E-MAIL

MESSAGES

3 AWARENESS PRESENTATIONS


ITSM Rollout• ‘Elevator Speech’ Card

152/17/2015

The Scoop:

To improve IT Service performance, we are

Implementing BMC Remedy ITSM.

Go Live is

What is ITSM?

BMC Remedy IT Service Management (ITSM) is the leading solution for improving IT service performance and

ensuring IT is aligned with business needs. It’s an integrated software solution that allows us to manage

Incidents, Problems, Change Requests and Assets in a unified way.

Go Live Date

Enter Date

Who is Affected?

IT Administrators who will

administer the ITSM

Applications

IT Managers and Staff who work

with Incidents, Problems,

Change Requests and Asset

Records

End Users who submit service

requests

What Are the Key Benefits?

A single interface for

completing our most important

Service Support activities

We can quickly create, update,

and relate Incidents, Change

Requests, and Asset Records

Real-time metrics on our

Service Support health and back

log

What Will be Different?

Insert information about the

way that end users previously

reported incidents vs. the way

they will do it now, either

through SRM or the Requestor

Console.

Include any other key changes

in your environment.


Awareness Campaign Implementation CalendarStage 4


change


Communications ManagementPublicizing Achievement

Group Objectives & Responses:

Define what we want to say to each group

• Consent

• Support

• Action

Post Go-Live will drive different responses:

• Active support / driving us

• Passively Supportive

• Blocking / Denial

Tailor communication

plans based upon

outcome and stakeholder

relevance.

Stage 5



Communications Management

Publicize Achievement

Communications Message:

Structure the message on the delivered results:

• Incentive

• Positive impact

• Expectations for the recipient

• Concise content

• Continues the story

• Set up for next communication

Stage 5



Example Communication DashboardValue Metrics & Savings

Stage 5



Example Communication DashboardRealized, In-Progress, Potential

Team NameRealised £/yr (k)

In Progress £/yr (k)

Potential £/yr (k)

Total £/yr (k)

UI 163,200 1,527,000 2,452,480 4,142,680

Middleware 14,500 381,600 521,000 917,100

ETSM 3,000 235,000 112,000 350,000

Data Platforms 28,800 122,200 658,632 809,632

ARM (TES) 646,704 1,508,976 0 2,155,680

0

500,000

1,000,000

1,500,000

2,000,000

2,500,000

3,000,000

3,500,000

4,000,000

4,500,000

Potential£/yr (k)

In Progress £/yr (k)

Realised£/yr (k)

Stage 5



Lessons Learned …

1. Assess your results and value

2. Behaviors start at the top

3. Perfect is the enemy of good

4. Communicate, communicate, communicate

5. Strong leadership involvement makes all the difference


Thank You.

have your own ticker tape parade—promote solution success

Technology

business value

bmc software

business operationshow

solution success copyright

changealign specific

solution architecthave

program framework

information technologydriving