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
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.
Book Your Workshop