- 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
Workshop: Move from Firefighter to Reliable Operator
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 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