Implementing MSM using the "Big Bang Approach”

Cathy Imray

Highlights• Just a little bit about MPAC• There’s a hole in my bucket• We got engaged• Focus, focus, focus• Stick handling our goal• All hands on deck• Don’t sweat the small stuff

Just a little bit about MPAC• MPAC is a non-share capital, not-for-profit

corporation funded by all 444 municipalities in Ontario.

• MPAC administers a uniform, province-wide property assessment system based on Current Value Assessment.

• MPAC currently assesses and classifies nearly five million properties, more than any other assessment jurisdiction in North America, with an estimated total value of $2.17 trillion dollars.

• MPAC employees are located in 35 local offices across the province of Ontario

You always can go from " failure" to success but you never can go

from "excuses" to success.

There’s a hole in my bucket

Our former world, within our tool:• Incident, Service Request and

Change ManagementOutside of our tool:• Process documents for Service Desk,

Incident and Change ManagementChallenge:• Complex causing confusion and

pushback

We got engaged!• Create changing results by

leveraging opportunity• Engage the “noise makers”• Illustrate where success is

attainable

Focus, Focus, Focus• Bring the right people to the

table• Secure a commitment of time• Clearly state our goal “no scope

creep”• Nag, nag, nag! Whoops I mean

ensure people are doing what they committed to.

Stick handling our goal• Process development• Product configuration• Testing• Training (tool and process)• Implement• Continuous improvement

moving forward

All hands on deck!• Process players• Who’s going to build what• Where do we begin to test• Training can make or break you• Communication, say Whaaat!

Don’t sweat the small stuff!

• True happiness comes not when we get rid of all of our problems, but when we change our relationship to them, when we see our problems as a potential source of awakening, opportunities to practice, and to learn.”

~Richard Carlson

What we implemented• Incident Management• Change Management• Request Fulfillment Management• Release & Deployment Management• Asset/Configuration Management• Knowledge Management• Problem Management• Service Level Management• Service Portfolio Management• Service Catalogue Management

NEW

NEWNEWNEW

NEW

Where are we now?• The tool• Processes• Reporting• Continual Service Improvement

Challenges• Change and Release

Management• Is it an Incident or Service

Request• Updating and moving the

requests through the workflow• Populating Knowledge Articles

Where are we going?• Revise our Services and Sub-

Services• Building a comprehensive

Service Catalog• Build SLA’s for certain request

types• Build Release templates• Change and Release Scrums• Review/revise Problem

management process

QUESTIONS?