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. |
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| 1.2 | Determine if your organization is in firefighting mode. |
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| 1.3 | Assess the results of the diagnostic tool. |
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| 1.4 | Identify gaps in service management processes. |
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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. |
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| 2.2 | Identify sure-fire quick wins. |
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| 2.3 | Implement the quick wins and measure the results. |
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| 2.4 | Communicate results to the team and the business. |
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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. |
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| 3.2 | Extinguish the firefighting culture. |
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| 3.3 | Create roadmap. |
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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. |
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| 4.2 | Build your capabilities. |
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| 4.3 | Create roadmap. |
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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 road map in place to complete your project successfully.
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