ITIL Practitioner – The Lessons for Business Relationship Management

I’ve been really busy these past several months: first of all developing Sysop course material for the new ITIL® Practitioner course, getting it accredited, getting qualified myself and finally delivering the initial outings of, what is becoming, a really useful and very practical course.

It has also set me thinking about our Business Relationship Management Workshop. The Practitioner syllabus and material has made me reconsider many of the practical areas of IT service management and how organisations can make sense of the documented best-practice and successfully adopt and adapt it to the benefit of their the employer organisation.

I have absolutely no doubts about the importance of the Business Relationship Management (BRM) role to the successful provision of IT services but I do wonder if the artificial segregation of the business and IT into customer and service provider is the most effective way of handling this critical relationship.

The Practitioner material does at least recognise two models of service provision – covering outsourced as well as insourced IT. In all it stresses the importance of stakeholder management and communication – vital activities regardless of which model is most appropriate for you as a service provider.

A key objective of the IT Service Management training that we offer is to foster an increased awareness of business priorities within the IT service provider organisation. Taking account of the key messages from the Practitioner material will add considerable value to our current BRM workshop and help bring ever close our ultimate goal of everyone taking ownership of the business, its mission and its goals?

This will certainly keep me busy over the summer months!

Stuart Sawle
http://www.sysop.co.uk

Attaining Service Management Maturity

I enjoy the conversations I have with students attending our ITIL® courses. They normally revolve around the maturity of their organisation compared to documented best practice. This has led Sysop to put a survey in the field to see if we could establish the overall take-up and maturity of IT service management. The results are somewhat alarming:

OVER 50% OF COMPANIES ARE NOT READY FOR MAJOR INCIDENTS!
• Over a third have an IT-business alignment problem
• 37% point to low or no IT professional development
• 13% have no Change Manager

33% of respondents say they ‘need to do more to align their IT with the business’, with 4% admitting that their IT-business alignment is ‘poor’. Almost two in ten also say that management has ‘no understanding’ (5%) or a ‘poor understanding’ (14%) of the importance of IT to the business.

You can read the full report here: http://www.sysop.co.uk/your-account/downloads?c=10.

So what do you do if you think your organisation is deficient?

Remember that IT Service Management is, for the most part, a cultural change. To bring about this level of change requires patience and tenacity. I would endorse the methodology suggested by Dr. John Kotter – it has just eight steps.

Step 1: Establish a Sense of Urgency
Help others see the need for change and they will be convinced of the importance of acting immediately.

Step 2: Create the Guiding Coalition
Assemble a group with enough power to lead the change effort, and encourage the group to work as a team. Make sure this group includes a senior management sponsor, management buy-in is key.

Step 3: Develop a Change Vision
Create a vision to help direct the change effort, and develop strategies for achieving that vision.

Step 4: Communicate the Vision for Buy-in
Make sure as many as possible understand and accept the vision and the strategy.

Step 5: Empower Broad-based Action
Remove obstacles to change, change systems or structures that seriously undermine the vision, and encourage risk-taking and non-traditional ideas, activities, and actions.

Step 6: Generate Short-term Wins
Plan for achievements that can easily be made visible, follow-through with those achievements and recognise and reward employees who were involved. If you are a million miles from having a Configuration Management System, despite the fact that it would be wonderful, to have one in place don’t even try to start with this! Look at the areas that you already do pretty well but could do better, this will give you a good starting point.
Approach the task by trying to see which gaps in your processes you could bridge with least effort.

Step 7: Never Let Up
Use increased credibility to change systems, structures, and policies that don’t fit the vision, also hire, promote, and develop employees who can implement the vision, and finally reinvigorate the process with new projects, themes, and change agents.

Step 8: Incorporate Changes into the Culture
Articulate the connections between the new behaviours and organizational success, and develop the means to ensure leadership development and succession. Remember the advice of W. Edwards Deming: gradual, incremental changes are most easily assimilated.

Check out our acclaimed Service Management Workshops. http://www.sysop.co.uk/training-courses/69/tutorled-courses#c72

Stuart Sawle

http://www.sysop.co.uk

ITIL® is a registered trademark of AXELOS Limited.

Is the Service Provider / Customer Model Flawed?

I’ve been busy of late preparing our recently announced Business Relationship Management Workshop. The workshop programme has set me thinking about many of the practical areas of IT service management and how organisations can make sense of the documented best-practice and successfully adapt it to the benefit of their the employer organisation.

I have absolutely no doubts about the importance of the Business Relationship Management (BRM) role to the successful provision of IT services but I do wonder if the artificial segregation of the business and IT into customer and service provider is the most effective way of handling this critical relationship.

There are numerous other examples of specialist service departments within business organisations: HR, Finance, PR, Estates, and CSR. The heads of these departments would be horrified if they were not considered to be part of “the business”. So why does IT continually place itself at arms-length?

I am reminded of the story of the US politician who visited NASA. A keen gardener himself he was interested in the activity of the man working in the neatly-tended flower beds. Approaching this man, the politician enquired as to what he was doing. “Sir”, came the reply “, I’m helping to put a man on the moon!”

Part of the answer is our attempt to design one model that covers outsourced as well as insourced IT. Part of it could be the sheer size and intensely specialist elements of IT. Part of it could be the attitude of the business itself – not understanding IT and therefore introducing intermediaries to translate business language into technical requirements and vice versa.

A key objective of the IT Service Management Training that we offer is to foster an increased awareness of business priorities within the internal IT service provider staff. Should we not, therefore, strive to achieve the ultimate goal of everyone taking ownership of the business, its mission and goals?

There lies the rub!

I suspect that even if we achieved this magnificent goal, the business would still want to deal with the ‘techies’ at arms-length. It is an imperfect world. This is why we need IT professionals who can bridge the divide. We need IT professionals to fill the role of Service Owners, Service Managers and Business Relationship Managers. These professionals essentially take on the responsibility for continually seeking opportunities to exploit Information Technology to further the aims and objectives of the business.

Until the day dawns when the technology is understood by everyone, when business objectives can be achieved without whole armies of technical staff, we will need these vital intermediaries.

Stuart Sawle
http://www.sysop.co.uk

Service Management more than an Operational Discipline.

Once every quarter the ITIL® examination bodies release the statistics for examinations taken by geographic territory.

It’s good to see that the world-wide numbers of IT professionals taking service management exams is still increasing but I find it disturbing that so many do not extend their professional development beyond Foundation level. The total number of IT professional sitting the ITIL Foundation exam is ten times more that the total number of students taking Intermediate exams. This means that only about one in a hundred goes on to qualify as an ITIL expert.

I know, from contact with clients, that service management is far from a mature discipline. The operational processes (Incident, Problem etc.) are generally well established. But clients are still struggling to gain control over key processes like Change and Asset Management.

It’s very obvious from looking at the job titles of course attendees that the desire for ITIL competence is still very much skewed towards the operations support and technical areas. It is still pretty rare to see IT professionals who work in the design or transition lifecycle stages – let alone strategic management.

I am absolutely convinced of the value of sound service management processes. I know that client organisations can benefit enormously from the ITIL service management framework. We have to persuade designers and developers to take a greater interest in developing their service management skills?

BCS, itSMF and AXELOS have a key part to play here.

Stuart Sawle
http://www.sysop.co.uk

Adopting ITIL® Best Practice

One of the recurring themes of questions from budding ITIL® Experts is what’s the best way to go about implementing ITIL® – putting into practice what I’ve learned on the courses?

Well the first thing you should remember (and I’m sure your Sysop lecturer will have pointed this out) is that you don’t ‘implement ITIL®’ ……..whatever your boss says! Your task is actually to think about implementing (or better still adopting) best practice Service Management.

Where do you start? We will have talked you through well over twenty processes and a variety of functions. How are you supposed to implement all that? Well again, remember what you were taught, implementing the processes is about adopting the ideas and adapting them to fit the needs, culture and requirements of your organisation. It’s not about applying the guidelines in the books word for word!

Remember that IT Service Management is, for the most part, a cultural change. To be successful, regardless of the focus — innovation, growth, culture, cost structure, technology — a new methodology of change leadership is required. That suggested by Dr. John Kotter is an excellent methodology with just eight steps.

Step 1: Establish a Sense of Urgency
Help others see the need for change and they will be convinced of the importance of acting immediately.

Step 2: Create the Guiding Coalition
Assemble a group with enough power to lead the change effort, and encourage the group to work as a team. Make sure this group includes a senior management sponsor, management buy-in is key.

Step 3: Develop a Change Vision
Create a vision to help direct the change effort, and develop strategies for achieving that vision.

Step 4: Communicate the Vision for Buy-in
Make sure as many as possible understand and accept the vision and the strategy.

Step 5: Empower Broad-based Action
Remove obstacles to change, change systems or structures that seriously undermine the vision, and encourage risk-taking and non-traditional ideas, activities, and actions.

Step 6: Generate Short-term Wins
Plan for achievements that can easily be made visible, follow-through with those achievements and recognise and reward employees who were involved. If you are a million miles from having a Configuration Management System, despite the fact that it would be wonderful, to have one in place don’t even try to start with this! Look at the areas that you already do pretty well but could do better, this will give you a good starting point.
Approach the task by trying to see which gaps in your processes you could bridge with least effort.

Step 7: Never Let Up
Use increased credibility to change systems, structures, and policies that don’t fit the vision, also hire, promote, and develop employees who can implement the vision, and finally reinvigorate the process with new projects, themes, and change agents.

Step 8: Incorporate Changes into the Culture
Articulate the connections between the new behaviours and organizational success, and develop the means to ensure leadership development and succession. Remember the advice of W. Edwards Deming: gradual, incremental changes are most easily assimilated.

Stuart Sawle

http://www.sysop.co.uk
ITIL® is a registered trademark of Axelos Limited.

Motivation – the key to success.

We have all experienced those days where we wake up feeling alive and alert. We head out to work and tackle everything at breakneck speed, not stopping for a drink of water. Once we’ve done that we move onto the next thing. Finishing work, we’re struck by the desire to continue. We get in and clean the house, put food on, head to the gym and so on.

We’re motivated.

Sadly, these days are a rarity for the majority of us. Sometimes getting out of bed is the most we do in a day.

Imagine a whole team working with that full tank of gas, powering through work like there’s no tomorrow, motivation in abundance. Think how much work you’d get through!

Creating and maintaining that motivation is the trick – the truly tough part.

Here I’m going to show you how to maintain that motivation in your team and increase their productivity.

Praise

Nothing helps motivate someone like praise. If your team have been working on a project for a long time and finally completed it, let them know how well they’ve done. Regardless of the size of the job completed you should always offer praise.

They’ll work harder next time to receive that praise again.

Reward

To keep the team happy you should always complement your praise with a reward. Again, it doesn’t have to be a huge reward. It can be anything from bringing in a cake for them or taking them up the pub. But make certain that it’s you that’s thanking them – not a faceless expenses claim.

Think about it, if your team start associating their hard work with a reward from you personally then they’ll be much more inclined to stay on point.

Keep them involved

If your company’s management team hold weekly meetings or something similar, why not invite one of your team members along with you? This will mean that they get to come and see how the company is working and give their input. Nothing helps motivate someone like feeling that they’re acknowledged at work.

The work environment

Although discipline and targets are important try and keep things as relaxed as possible. In my experience working in a relaxed environment encourages people to work. People tend to rebel against strict regimes so keep things loose. Your team will enjoy work a whole lot more.

Be happy

If you come in to work in a bad mood, that will reflect onto your team. You need to come in to work with the attitude that you want your team to come into work with. A happy team are much more likely to work hard. Keep them happy by giving them my first two points: praise and rewards.

There isn’t any really secret trick to keeping a team motivated. You simply have to consider their needs and wants. Tell them when they’ve done a god job, let them know that their opinion is counted and stay positive.

Stuart Sawle

http://www.sysop.co.uk

The Challenges of Managing Change Effectively

One of the significant improvements with ITIL v3, way back in 2007, was recognition of the need to move the change authorisation window further up the lifecycle. No longer, we thought, would change authorisation be sought when the development work had been completed and operational running was imminent. No longer would changes be “thrown over the wall” giving service operation scant notice – virtually blackmailing them into accepting the change.

Some progress has undoubtedly been made. Most customers tell me that operational acceptance is a key part of their change management process. But it still appears that change management is not considered until major investment of resources to design, build and test the change have already been committed.

Consider, if you would, what the core volumes say about the change proposal. It describes it as: “A document that includes a high-level description of a potential service introduction or significant change, along with a corresponding business case and an expected implementation schedule. Change proposals are normally created by the service portfolio management process and are passed to change management (i.e. the CAB) for authorisation. Change management will review the potential impact on other services, on shared resources, and on the overall change schedule. Once the change has been authorised, service portfolio management will charter the service.

Wouldn’t our services be managed more effectively if all major changes were reviewed and authorised at this stage. Consider the impact on the authority and reach of the change advisory board.

The reasons cited above all others for the failure of changes is lack of planning; lack of appreciation of the complexity; inadequate timescales; and inadequate budget for the change. How much better would we handle these matters if due consideration to change was given early enough?

Our purpose in service management is to facilitate change; to allow our organisations to adapt to changing business drivers speedily and effectively. We also have a duty to ensure that changes are implemented smoothly; without any detrimental impact on the business – i.e. get them right first time. Proper and timely scrutiny of change proposals will go a long way to achieving our objectives.

Stuart Sawle
http://www.sysop.co.uk