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Move from Firefighter to Reliable Operator
Transform from reactive to proactive.
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Contributors
- 11 professionals contributed information that assisted with the development of this solution set. Due to the sensitivity of the information, they requested confidentiality.
Your Challenge
- IT departments in a firefighting state can’t gain control of their operations, deliver acceptable levels of service to the business, or sustain stability for infrastructure, applications, or staff.
- Often, IT departments don’t have the ability to improve their service management simply because they are too consumed with handling incidents.
Our Advice
Critical Insight
- Before you can start this project, you need to douse the fire enough that you gain some breathing room. Our quick wins will help you initiate the process.
- You must establish a stable environment before becoming proactive.
Impact and Result
You will experience improved maturity in the following processes:
- Service Desk & Incident Management
- Change & Deployment Management
- Event & Problem Management
- Capacity & Performance Management
Start here – read the Executive Brief
Read our concise Executive Brief to find out why you should improve your service management maturity, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.
1. Assess the current state
Assess the current state of the organization’s service management processes and identify gaps.
2. Tackle the quick wins
Implement quick wins to douse the flames.
3. Move out of firefighting
Establish service management processes that will move IT out of firefighting mode.
4. Become proactive
Establish service management processes that will help IT become proactive.
Guided Implementations
This guided implementation is an eight call advisory process.
Guided Implementation #1 - Assess the current state
Call #1 - Assess the current state of reactive service management processes.
Call #2 - Assess the current state of proactive service management processes. Identify your maturity level.
Guided Implementation #2 - Tackle the quick wins
Call #1 - Identify quick wins.
Call #2 - Create a task force and implement the quick wins.
Guided Implementation #3 - Move out of firefighting
Call #1 - Identify process activities for service desk & incident management. Remove the hero culture.
Call #2 - Identify process activities for change & deployment management. Communicate result to the business.
Guided Implementation #4 - Become proactive
Call #1 - Identify process activities for event & problem management. Build your capacities.
Call #2 - Identify process activities for capacity & performance management. Communicate result to the business.
Book Your Workshop
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 roadmap in place to complete your project successfully.
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
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
Determine if your organization is in firefighting mode.
- Your service management processes maturity
Assess the results of the diagnostic tool.
- Identify service management processes that are ad hoc or undefined
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
Define objectives and benefits of quick wins.
- Understand what constitutes as a quick win and why it will help you douse the fire
Identify sure-fire quick wins.
- A checklist of quick wins for the four pairs of service management processes
Implement the quick wins and measure the results.
- A plan to implement the quick wins with minimum distraction
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
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
Extinguish the firefighting culture.
- Creation of an organizational culture that does not endorse a hero mentality
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
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
Build your capabilities.
- Improved capabilities for people, process, and technology
Create roadmap.
- Action plan and metrics to track your success
