the dragon’s den of itsm: justifying itsm improvement...

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SESSION 201 Wednesday, November 1, 11:30am - 12:30pm Track: The Strategist The Dragon’s Den of ITSM: Justifying ITSM Improvement Projects to Executive Management David Ratcliffe President, Pink Elephant [email protected] Session Description You know your idea will transform the organization and you need the project greenlit. But there are particular nuances when it comes to ITSM projects, since proving its value to the organization can be challenging. So, when approached with a plan that requires valuable resources, like time, money, and tools, what exactly does the executive team expect to hear? We;ve got the answers in this eye-opening session where you’ll learn how to address all the risks, benefits, and success factors that are critical to getting your boss’s approval. Get the inside scoop from a senior executive in a global IT services organization as he dishes on the key criteria you’ll need to make your CEO, CFO, and CIO an offer they can’t refuse. Speaker Background David is co-founder and President of Pink Elephant Inc., the premier global training, consulting and conference service provider. After working for 12 years in corporate IT, David began consulting and training in 1986 as a protégé of Malcolm Fry in the UK. The next year he led a team of consultants who contributed to the first version of the ITIL framework. Since then he’s been recognized as one of the industry’s foremost IT Service Management visionaries, advocates and leaders – delivering the very first ITIL Foundation course in North America in 1997. As a prolific blogger, industry commentator and speaker, David offers insightful and practical solutions to real-life issues in the areas of IT leadership and ITSM. David was recently named one of the “Top 25 Industry Influencers In Tech Support" by HDI. He’s quoted as saying “There’s so much theory and dogma about – it’s almost suffocating! I can promise everything you hear from me will be real-life, practical and relevant!”

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SESSION 201 Wednesday, November 1, 11:30am - 12:30pm

Track: The Strategist

The Dragon’s Den of ITSM: Justifying ITSM Improvement Projects to Executive Management

David Ratcliffe President, Pink Elephant [email protected]

Session Description

You know your idea will transform the organization and you need the project greenlit. But there are particular nuances when it comes to ITSM projects, since proving its value to the organization can be challenging. So, when approached with a plan that requires valuable resources, like time, money, and tools, what exactly does the executive team expect to hear? We;ve got the answers in this eye-opening session where you’ll learn how to address all the risks, benefits, and success factors that are critical to getting your boss’s approval. Get the inside scoop from a senior executive in a global IT services organization as he dishes on the key criteria you’ll need to make your CEO, CFO, and CIO an offer they can’t refuse.

Speaker Background

David is co-founder and President of Pink Elephant Inc., the premier global training, consulting and conference service provider. After working for 12 years in corporate IT, David began consulting and training in 1986 as a protégé of Malcolm Fry in the UK. The next year he led a team of consultants who contributed to the first version of the ITIL framework. Since then he’s been recognized as one of the industry’s foremost IT Service Management visionaries, advocates and leaders – delivering the very first ITIL Foundation course in North America in 1997. As a prolific blogger, industry commentator and speaker, David offers insightful and practical solutions to real-life issues in the areas of IT leadership and ITSM. David was recently named one of the “Top 25 Industry Influencers In Tech Support" by HDI. He’s quoted as saying “There’s so much theory and dogma about – it’s almost suffocating! I can promise everything you hear from me will be real-life, practical and relevant!”

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The Dragon’s Den Of ITSM!Justifying ITSM Improvement Projects

To Executive Management

David Ratcliffe

President, Pink Elephant

1. My assumptions about you and about “ITSM ImprovementProjects”

2. What does a “good” IT project look like?

3. The “No-Brainer” IT Project

4. What are the critical success factors?

5. Introduction to the Dragon’s Den of ITSM

6. Presenting your proposal

7. Next steps

Agenda

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You Feel Like You Don’t Get No Respect!

IT’s Reputation: Often does not understand business objectives and

priorities

Is too slow to respond to new demands and requirements – “Maybe next year!”

IT projects always seem to be behind schedule and/or over budget

IT people think “technology” and not “business”

So: Increasing trend is to by-pass internal IT for

external options – “consumerization of IT”

The business sees an opportunity to take control, get a faster and cheaper solution

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ITSM Improvement Projects?

1. Create a Service Catalog

2. Document processes

3. Implement a “new” process

4. Train/certify IT staff

5. Implement a new ITSM software tool

6. Build a Configuration Management Database (CMDB)

7. Conduct an ITSM process maturity assessment

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A “Good” ITSM Improvement Project

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The “No-Brainer” Project

1. Improves business results

2. Saves money (or increases revenues more than any cost increase)

3. Can be implemented quickly and easily

4. No risks!

Sounds straightforward, but

“the devil is in the details”.

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Dragon’s Den Of ITSM Approvals

The CEO Dragon

The CFO Dragon

The CIO Dragon

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The CEO DragonFocus is on business objectives.

Do you know your current business objectives?

If not, where can you find out?

Make reference to specific business objectives in your proposal

Describe how the outcomes of your ITSM project will enable the business objectives

BE SPECIFIC!

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The CFO Dragon

Focus is on revenues and costs.

Make sure you know how much your project will cost

Be realistic when estimating costs

If the costs cannot be contained by the current budget – make sure there are very specific and achievable business benefits

BE SPECIFIC!

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The CIO DragonFocus is on IT resources and risks to IT performance and image.

Explain who will do the work

Explain what tools and resources will be needed

Explain how much time will be needed

Explain the potential impact on other projects

BE SPECIFIC!

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Checklist Of Critical BUSINESS Questions

1. WHAT is this project?

2. WHY should we do this project?

3. WHY should we do it NOW?

4. WHAT are the risks of proceeding with this project?

5. WHAT are the risks of NOT proceeding with this project?

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Checklist Of Critical FINANCE Questions

1. HOW much will this project cost?

2. HOW much will this project contribute?

3. HOW will this project affect our budget?

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Checklist Of Critical IT Questions

1. HOW will we execute this project?

2. WHAT is the priority relative to other work?

3. WHO will need to be involved?

4. WHO will need to be consulted?

5. WHO will need to be informed?

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Presenting Your Proposal

1. Begin by describing the business objectives

2. State how this project supports and enables the business objectives:

Clearly list the positive outcomes

Be specific!

3. Describe the project plan with key components and costs

4. Identify any risks (be honest!)

5. Re-cap how the outcomes will generate valuable benefits

6. Ask for approval to proceed

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Remember!

Executive Management wants to know:

Business impact

Financial impact

IT impact

And don’t ever forget!

Good ITSM is not about implementing processes to establish “best practices”.

It’s about continually improving processes to create more business value.

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What Do I Do Tomorrow?

1. Verify your business objectives:

Talk about them with your team

How are activities DIRECTLY supporting the business objectives?

2. Verify that current ITSM projects are addressing all the Executive Management requirements

3. Read blog article by Troy DuMoulin: “Fit For Purpose ITSM Processes”

4. Follow my advice for your future ITSM improvement projects –and let me know how it works out!

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Questions & Follow-Up

David Ratcliffe

[email protected]

www.twitter.com/pinkerdavid

https://www.linkedin.com/in/david-ratcliffe-3a168484/

The Dragon’s Den Of ITSM! © Pink Elephant, 2016. All Rights Reserved.

[email protected]

www.pinkelephant.com

www.twitter.com/pinkerdavid

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