management best practices for continual service …€¦ · thomas ley ntt data services...
TRANSCRIPT
![Page 2: MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE …€¦ · Thomas Ley NTT DATA Services thomas.ley@nttdata.com MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE IMPROVEMENT](https://reader033.vdocuments.net/reader033/viewer/2022060219/5f06e50e7e708231d41a4422/html5/thumbnails/2.jpg)
6. Toolsa. ITSM Tools (Remedy,
Service-now, etc.)b. Third Partyc. Shell/PowerShell/
Perl/Pythond. Orchestratione. Correlation
6. Trackinga. SharePointb. Excelc. Paperd. Trelloe. Jira
6. Measuringa. Excelb. Formulasc. Graphing Best
Practicesd. Success / Failuree. Forecasting
4. Mechanismsa. Problem
Managementb. Paretoc. Metrics Reportingd. Dedicated Teamse. Automation
Enginesf. Asking for itg. Watching for ith. Watching it happeni. Sharing!j. Service Catalogue
4. Case Studiesa. Ignoring the
obviousb. Improper Trackingc. Incomplete
Trackingd. Contractual
Obligationse. Incentivizing/
Gamifying
1. A brief history of ITILa. ITIL v1b. ITIL v2c. ITIL v3d. ITIL v4
1. Rationalea. Importanceb. Risks of Neglectc. Business Valued. Incentivese. Thought
Leadership
1. Important Rolesa. Change Managerb. Process
Improvement Manager
c. Process Ownersd. Front-Linee. Managers
2
Agenda
![Page 3: MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE …€¦ · Thomas Ley NTT DATA Services thomas.ley@nttdata.com MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE IMPROVEMENT](https://reader033.vdocuments.net/reader033/viewer/2022060219/5f06e50e7e708231d41a4422/html5/thumbnails/3.jpg)
What to do with data.
How can I do it?
Why should I do it?
Who should do it?
What is it?
3
Agenda - Mark II
![Page 4: MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE …€¦ · Thomas Ley NTT DATA Services thomas.ley@nttdata.com MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE IMPROVEMENT](https://reader033.vdocuments.net/reader033/viewer/2022060219/5f06e50e7e708231d41a4422/html5/thumbnails/4.jpg)
What is it?
![Page 5: MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE …€¦ · Thomas Ley NTT DATA Services thomas.ley@nttdata.com MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE IMPROVEMENT](https://reader033.vdocuments.net/reader033/viewer/2022060219/5f06e50e7e708231d41a4422/html5/thumbnails/5.jpg)
“
https://www.axelos.com/corporate/media/files/glossaries/itil_2011_glossary_gb-v1-0.pdf
...Continual service improvement ensures that services are aligned with changing business needs by identifying and implementing improvements to IT services that support business processes. The performance of the IT service provider is continually measured and improvements are made to processes, IT services and IT infrastructure in order to increase efficiency, effectiveness and cost effectiveness...
5Continual Service Improvement Definition
![Page 6: MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE …€¦ · Thomas Ley NTT DATA Services thomas.ley@nttdata.com MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE IMPROVEMENT](https://reader033.vdocuments.net/reader033/viewer/2022060219/5f06e50e7e708231d41a4422/html5/thumbnails/6.jpg)
Who should do it?
![Page 7: MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE …€¦ · Thomas Ley NTT DATA Services thomas.ley@nttdata.com MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE IMPROVEMENT](https://reader033.vdocuments.net/reader033/viewer/2022060219/5f06e50e7e708231d41a4422/html5/thumbnails/7.jpg)
DedicatedTeams
ReportingAnalysts
ITIL Process Owners
Managers
Team Leads
Front Line
7Diagram of Who can do Continual Service Improvement
![Page 8: MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE …€¦ · Thomas Ley NTT DATA Services thomas.ley@nttdata.com MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE IMPROVEMENT](https://reader033.vdocuments.net/reader033/viewer/2022060219/5f06e50e7e708231d41a4422/html5/thumbnails/8.jpg)
Incentivizing a team to help show value to a client
Result: Influx of ideas which allowed for some team members to discover skills they didn’t know they had. Allowed leadership to highlight some great ideas to internal and external stakeholders.
Real-Life Scenario 1
![Page 9: MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE …€¦ · Thomas Ley NTT DATA Services thomas.ley@nttdata.com MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE IMPROVEMENT](https://reader033.vdocuments.net/reader033/viewer/2022060219/5f06e50e7e708231d41a4422/html5/thumbnails/9.jpg)
Why should I do it?
![Page 10: MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE …€¦ · Thomas Ley NTT DATA Services thomas.ley@nttdata.com MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE IMPROVEMENT](https://reader033.vdocuments.net/reader033/viewer/2022060219/5f06e50e7e708231d41a4422/html5/thumbnails/10.jpg)
10
Ask these guys...
![Page 11: MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE …€¦ · Thomas Ley NTT DATA Services thomas.ley@nttdata.com MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE IMPROVEMENT](https://reader033.vdocuments.net/reader033/viewer/2022060219/5f06e50e7e708231d41a4422/html5/thumbnails/11.jpg)
11
Examples of why to do Continual Service Improvement
![Page 12: MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE …€¦ · Thomas Ley NTT DATA Services thomas.ley@nttdata.com MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE IMPROVEMENT](https://reader033.vdocuments.net/reader033/viewer/2022060219/5f06e50e7e708231d41a4422/html5/thumbnails/12.jpg)
Top 3 IT Services Company ignores opportunity to optimize workload
Result: Loses all work for a client (not just where they were ignoring the opportunity)
Real-Life Scenario 2
![Page 13: MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE …€¦ · Thomas Ley NTT DATA Services thomas.ley@nttdata.com MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE IMPROVEMENT](https://reader033.vdocuments.net/reader033/viewer/2022060219/5f06e50e7e708231d41a4422/html5/thumbnails/13.jpg)
How can I do it?
![Page 14: MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE …€¦ · Thomas Ley NTT DATA Services thomas.ley@nttdata.com MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE IMPROVEMENT](https://reader033.vdocuments.net/reader033/viewer/2022060219/5f06e50e7e708231d41a4422/html5/thumbnails/14.jpg)
Have a base for measuring
success and to look for
ideas
Service Catalogue
Share your
accomplishments with
colleagues, peers, leaders.
Sharing
Watch what others do and
how they do it. Day-in-the-life.
Watching
Ask for ideas. Don’t be limited
by constraints.
Asking
Review your reports and
look for heavy hitters or
other opportunities
Reports
Comb through data from
tickets, servers, users, etc. Data
14
How can I do Continual Service Improvement Management
![Page 15: MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE …€¦ · Thomas Ley NTT DATA Services thomas.ley@nttdata.com MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE IMPROVEMENT](https://reader033.vdocuments.net/reader033/viewer/2022060219/5f06e50e7e708231d41a4422/html5/thumbnails/15.jpg)
15
Example Service Catalogue
![Page 16: MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE …€¦ · Thomas Ley NTT DATA Services thomas.ley@nttdata.com MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE IMPROVEMENT](https://reader033.vdocuments.net/reader033/viewer/2022060219/5f06e50e7e708231d41a4422/html5/thumbnails/16.jpg)
Delivery leader and team identify multiple areas of process improvements;doesn’t tell anyone
Result: Spends many hours preparing content to inform leaders/stakeholders of their efforts
Real-Life Scenario 3
![Page 17: MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE …€¦ · Thomas Ley NTT DATA Services thomas.ley@nttdata.com MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE IMPROVEMENT](https://reader033.vdocuments.net/reader033/viewer/2022060219/5f06e50e7e708231d41a4422/html5/thumbnails/17.jpg)
Brief Intermission
![Page 18: MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE …€¦ · Thomas Ley NTT DATA Services thomas.ley@nttdata.com MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE IMPROVEMENT](https://reader033.vdocuments.net/reader033/viewer/2022060219/5f06e50e7e708231d41a4422/html5/thumbnails/18.jpg)
What do I do with the data?
![Page 19: MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE …€¦ · Thomas Ley NTT DATA Services thomas.ley@nttdata.com MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE IMPROVEMENT](https://reader033.vdocuments.net/reader033/viewer/2022060219/5f06e50e7e708231d41a4422/html5/thumbnails/19.jpg)
▸ Share accomplishments wherever you can -internal meetings, team meetings, client meetings…
▸ Push away the feeling of selfishness when it comes to promoting accomplishments, whether your own or your team’s
▸ Determine the best data points to track
▸ Publish for easy access or appoint an owner
▸ Consider a service catalogue
▸ Identify internal and external benefits (may be the same)
▸ Document how to measure
▸ Create reports and build into regular meeting cadence
19
Tracking and Sharing
![Page 20: MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE …€¦ · Thomas Ley NTT DATA Services thomas.ley@nttdata.com MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE IMPROVEMENT](https://reader033.vdocuments.net/reader033/viewer/2022060219/5f06e50e7e708231d41a4422/html5/thumbnails/20.jpg)
20
Example
![Page 21: MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE …€¦ · Thomas Ley NTT DATA Services thomas.ley@nttdata.com MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE IMPROVEMENT](https://reader033.vdocuments.net/reader033/viewer/2022060219/5f06e50e7e708231d41a4422/html5/thumbnails/21.jpg)
As the Sales Team prepares for a mid-year business review meeting with Michael and other executives, how could they show the benefits of their process improvements?
2 options: Basic and Advanced
21
Real-Life Scenario … dramatized
![Page 22: MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE …€¦ · Thomas Ley NTT DATA Services thomas.ley@nttdata.com MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE IMPROVEMENT](https://reader033.vdocuments.net/reader033/viewer/2022060219/5f06e50e7e708231d41a4422/html5/thumbnails/22.jpg)
22
One Way ...
![Page 23: MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE …€¦ · Thomas Ley NTT DATA Services thomas.ley@nttdata.com MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE IMPROVEMENT](https://reader033.vdocuments.net/reader033/viewer/2022060219/5f06e50e7e708231d41a4422/html5/thumbnails/23.jpg)
23
A Better Way ...
![Page 24: MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE …€¦ · Thomas Ley NTT DATA Services thomas.ley@nttdata.com MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE IMPROVEMENT](https://reader033.vdocuments.net/reader033/viewer/2022060219/5f06e50e7e708231d41a4422/html5/thumbnails/24.jpg)
24
One Way for Advanced data...
![Page 25: MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE …€¦ · Thomas Ley NTT DATA Services thomas.ley@nttdata.com MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE IMPROVEMENT](https://reader033.vdocuments.net/reader033/viewer/2022060219/5f06e50e7e708231d41a4422/html5/thumbnails/25.jpg)
25
Better Way for Advanced data...
![Page 26: MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE …€¦ · Thomas Ley NTT DATA Services thomas.ley@nttdata.com MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE IMPROVEMENT](https://reader033.vdocuments.net/reader033/viewer/2022060219/5f06e50e7e708231d41a4422/html5/thumbnails/26.jpg)
26
Best Way for Advanced data...
![Page 27: MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE …€¦ · Thomas Ley NTT DATA Services thomas.ley@nttdata.com MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE IMPROVEMENT](https://reader033.vdocuments.net/reader033/viewer/2022060219/5f06e50e7e708231d41a4422/html5/thumbnails/27.jpg)
▸ Promote a culture of Ideas!▹ Ideas are just as good as who/how it is
implemented▹ Incentivize / Gamify
▸ Look everywhere for inspiration/starting point▹ Data and Reports are your friend. Excel, SPSS,
Tableau…▹ Ask your team | Watch your team▹ Make sure you have a baseline to measure from
(Service Catalogue)▸ Track
▹ Don’t just track the net result▹ That’s not the whole story…
▹ Remind anyone/everyone where you’d be without the improvements▹ That’s the complete story !
▸ Report/Share!▹ Shout from the rooftops!▹ Don’t feel selfish about promoting the good work of
yourself and your team to your leaders and above! 27
In Summary
![Page 28: MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE …€¦ · Thomas Ley NTT DATA Services thomas.ley@nttdata.com MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE IMPROVEMENT](https://reader033.vdocuments.net/reader033/viewer/2022060219/5f06e50e7e708231d41a4422/html5/thumbnails/28.jpg)
Service Catalogue:
Idea Tracking Template:
28
TEMPLATES
See Attachments within this PDF
See Attachments within this PDF
![Page 30: MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE …€¦ · Thomas Ley NTT DATA Services thomas.ley@nttdata.com MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE IMPROVEMENT](https://reader033.vdocuments.net/reader033/viewer/2022060219/5f06e50e7e708231d41a4422/html5/thumbnails/30.jpg)
Feedback is a gift and its the only way we can make PDS 2020 even better!
Hope you enjoyed the presentation!
![Page 31: MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE …€¦ · Thomas Ley NTT DATA Services thomas.ley@nttdata.com MANAGEMENT BEST PRACTICES FOR CONTINUAL SERVICE IMPROVEMENT](https://reader033.vdocuments.net/reader033/viewer/2022060219/5f06e50e7e708231d41a4422/html5/thumbnails/31.jpg)
Special thanks to all the people who made and released these awesome resources for free:
▸ Presentation template by SlidesCarnival▸ Icons by Hand Drawn Goods▸ Photographs by Death to the Stock Photo (license)▸ Square Wheels from SquareWheels.com▸ Regrets by VeryDemotivational.com▸ Always Done it this way by StartUpVitamins.com▸ Let’s All Go to the Lobby By Source, Fair use,
https://en.wikipedia.org/w/index.php?curid=31928910
31
CREDITS