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Troy DuMoulin, VP, Research & Development

Troy is a leading ITIL® IT Governance and Lean IT authority with a solid and rich background in Executive IT Management consulting. Troy holds the ITIL Expert certifications and has extensive experience in leading IT Service Management (ITSM) programs with a regional and global scope.

He is a frequent speaker at IT Management events and is a contributing author to multiple ITSM and Lean IT books, papers and official ITIL publications including ITIL’s Planning To Implement IT Service Management and Continual Service Improvement.


The Guide

"This blog is dedicated to making sense out of the shifting landscape of IT Management. Just when we thought we had a good handle on managing technology, the job we thought we knew is being threatened by strange acronym’s like ITIL, CMMI, COBIT, ect.. Suddenly the rules have changed and we are not sure why. The goal of this blog is to offer an element of sanity and logic to what can appear to be chaos."

Hitch Hiker's Guide to the Galaxy

"In many of the more relaxed civilizations on the Outer Eastern Rim of the Galaxy, the Hitch Hiker’s Guide has already supplanted the great Encyclopedia Galactic as the standard repository of all knowledge and wisdom, for though it has many omissions and contains much that is apocryphal, or at least wildly inaccurate, it scores over the older more pedestrian work in two important respects.

First, it is slightly cheaper: and secondly it has the words DON’T PANIC inscribed in large friendly letters on its cover."
~Douglas Adams


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Thursday, September 02, 2010

Help! No One Is Following Our Processes!

I Just Don’t Understand Why They Don’t See The Value!

We did everything by the book and We thought for sure this would work.

  1. The CIO stood up and declared that she/he believes
  2. We sent everyone to ITIL Training
  3. We engaged knowledgeable consultants
  4. We developed process design teams with participation from key stakeholders
  5. We had creative communication sessions
  6. We conducted proof of concept pilots, focus groups, process testing workshops
  7. We delivered quick wins and small improvements to show people we were on the right track
  8. We designed and executed a brilliant marketing campaign
  9. We purchased a great ITSM Service Management Software
  10. We trained all key stakeholders on our new processes

Why then is there no real adoption or compliance to the new Process?!!! mad

Interesting question, can you relate?

Apparently many organizations are in the same boat. This week alone I spoke to three quite different companies with this specific challenge.

Now to be clear, all of the points above are necessary and the right things to do when you are tackling a major transformation project. However all of that is not sufficient to ensure the organization follows the process after you go live and disband the project team.

The item missing from this list comes down to Professor John Kotter’s 8th Step for Managing Organizational Change “Anchoring new approaches in the culture” from his well known books “Leading Change” and the “Heart of Change”

  1. Establishing a sense of urgency
  2. Creating the guiding coalition
  3. Developing a vision and strategy
  4. Communicating the change vision
  5. Empowering broad-based action
  6. Generating short-term wins
  7. Consolidating gains and producing more change
  8. Anchoring new approaches in the culture

Without that last step in the Kotter model the result of all your work comes to naught leaving you (and the rest of IT management) frustrated and disappointed.

In the end, this last step may well be the most critical to your transformation activities. You have to find the courage and organizational will to transcend silos, create new governance/ownership structures, new roles and personal performance measures that will ensure that Executives, Managers and Staff feel personally accountable to actually change their behaviour and practice the new methods.

When you address these critical success factors for anchoring the new approach at a personal level for every individual in your organization you will get real change. Oh, the more positively inclined and cooperative people will get your message and intuitively understand why the new process is better. However it probably means more work for them and they will willing follow the process until during a stressful moment they are forced to make decisions about what to do and what to drop.

Unless the individuals / departments and organizations believe they are being measured and held accountable for the process in a real and tangible way that actually has consequences, they will resort to the path of least resistance when deciding about how they operate and what work they will prioritize.

This inability to establish the organizational capability to deploy the process is one of the key impediments to success that we hear over and over again, and is a key finding of the research we did in 2008 and 2011.

7 Enablers for ITSM Expanded - Ability To Deploy - Designing An ITIL Process Is The Easy Part

Moving people to change their current practices takes effort on many levels. In one sense you need to engineer out of the organization any potential legitimate excuse for non compliance. A topic I explore in greater depth in the following article: Employee Compliance A Key Factor For ITIL Process Adoption

So, if you are on an IT Service Management journey and you look back on your efforts and are asking “Why is there no real adoption or compliance to the new Process?” , the chances are that you have not created the necessary organizational structures, governance roles and performance measurement systems to motivate people to believe that this is a change that benefits them as well as the organization and that they have to follow the processes or suffer the consequences.

Ask yourself,  “What are the real consequences of not following that process you worked so hard to establish?” 

Build it and they will come only works in fantasy movies like “Field of Dreams”

You can have the world’s best process design and a great IT Service Management tool and people will still not choose to change and follow your process unless you have anchored your new approaches into the culture with personal accountability.

Troy’s Thoughts What Are Yours

PS: Make sure you check out the comments for this article from several of Pink’s most experienced Executive Consultants.

“Experience has taught us that men will not adopt and carry into execution measures the best calculated for their own good without the intervention of a coercive power” ~George Washington


(5) Comments
Posted by Troy DuMoulin on 09/02 at 04:41 PM
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Don't Panic

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