Move from Firefighter to Reliable Operator

Transform from reactive to proactive.

Onsite Workshop

Remaining in a firefighting state means that IT:

  • Suffers from loss of productivity, high turnover, low engagement, and the perception that IT adds very little strategic value to the business.
  • Can’t gain control of their operations, deliver acceptable levels of service to the business, or sustain stability for infrastructure, applications, or staff.

Moving to a proactive state means IT can:

  • Drastically reduce the number of fires and incidents within the IT department.
  • Reduce effort and time spent on managing repeatable incidents and problems.
  • Decrease costs associated with operating, maintaining, and implementing services.
  • Establish repeatable processes for key aspects of service management.
  • Improve the quality of service delivered to the business.
  • Improve its image within the organization.
  • Increase morale and reduce attrition among IT employees.
  • Lessen resolution time for incidents and problems and achieve higher satisfaction with the result.

Module 1: Assess the Current State

The Purpose

  • Assess your service management process maturity and whether the project is the right fit. 

Key Benefits Achieved

  • Defined service management maturity level.
  • Identified gaps between current state and target state. 

Activities: Outputs:
1.1 Understand the profile of a firefighter and a reliable organization.
  • Comprehensive understanding of if your organization is in firefighting mode and whether this blueprint is right for you
1.2 Determine if your organization is in firefighting mode.
  • Your service management processes maturity
1.3 Assess the results of the diagnostic tool.
  • Identify service management processes that are ad hoc or undefined
1.4 Identify gaps in service management processes.
  • Identify target state and create metrics to track the value of the project

Module 2: Tackle the Quick Wins

The Purpose

  • Implement quick wins to gain some breathing room and garner support from the business.

Key Benefits Achieved

  • Comprehensive understanding of how quick wins can help you douse the fire.
  • Determine which quick wins are right for your organization. 

Activities: Outputs:
2.1 Define objectives and benefits of quick wins.
  • Understand what constitutes as a quick win and why it will help you douse the fire
2.2 Identify sure-fire quick wins.
  • A checklist of quick wins for the four pairs of service management processes
2.3 Implement the quick wins and measure the results.
  • A plan to implement the quick wins with minimum distraction
2.4 Communicate results to the team and the business.

Module 3: Move out of Firefighting

The Purpose

  • Implement service management processes that will move the organization into a proactive mode.

Key Benefits Achieved

  • Established Service Desk & Incident Management processes.
  • Established Change & Deployment Management processes.
  • Improved people, process, and technology for service management.

Activities: Outputs:
3.1 Identify and implement process activities for Service Desk & Incident Management and Change & Deployment Management.
  • Comprehensive understanding of the key activities in Service Desk & Incident Management and Change & Deployment Management
3.2 Extinguish the firefighting culture.
  • Creation of an organizational culture that does not endorse a hero mentality
3.3 Create roadmap.
  • Plan to communicate the results of your improvements to the business and the IT team

Module 4: Become Proactive

The Purpose

  • Implement service management processes that will move the organization into a proactive mode.

Key Benefits Achieved

  • Established Event & Problem Management processes.
  • Established Capacity & Performance Management processes.
  • Improved people, process, and technology for service management. 

Activities: Outputs:
4.1 Identify and implement process activities for Event & Problem Management and Capacity & Performance Management.
  • An understanding of the key activities in Event & Problem Management and Capacity & Performance Management
4.2 Build your capabilities.
  • Improved capabilities for people, process, and technology
4.3 Create roadmap.
  • Action plan and metrics to track your success

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Onsite Workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn’t enough, we offer low-cost onsite delivery of our Project Workshops. We take you through every phase of your project and ensure that you have a road map in place to complete your project successfully.

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