Pink Elephant’s ITSM Transformation Methodology
Achieving Results That Matter is the ultimate goal of any IT Service Management (ITSM) improvement task or project! Whether your objectives are focused on targeted short-term improvements or your organization has envisioned a full transformation program the building blocks and basic elements for success remain the same.
While the scope of your improvement goals may vary from a minor refinement of your Service Desk to the role out of an enterprise wide Change Management process and tool it is critical to always consider each of the foundational building blocks of governance, people, process and tools.
As the lead of Pink’s Professional Service organization I and the experienced Pink consultants on our delivery team often get asked the question about how do you successfully setup and establish an ITSM program that produces results.
Our response is based on the critical lessons we have learned through assisting hundreds of organizations achieve meaningful results over the last 20 years. Based on this experience we have developed a consulting methodology and approach that can be right sized to your organization’s goals and objectives. The key is to adapt, size and enter at the appropriate point of this model based on your drivers and requirements to support each organization’s unique requirements.
Those readers who are familiar with ITIL’s Service Lifecycle approach will recognize we apply the same principle to managing an ITSM Transformation. In effect applying Service Management principles to Service Management Transformation Projects
The following lifecycle stage descriptions written by Jack Probst who is one of our Principal Consultants provide an example of how we setup an ITSM project and how we support our customers in adopting, implementing and improving their ITSM strategy.
The ITSM Program Roadmap consists of five Lifecycle Stages:
Strategy – The strategy phase is focused on developing a strategy and plans to create value for the business through the delivery of services via ITSM. The objective of this phase of the program is to build a vision and clearly defined set of expected outcomes for the future state. Planning considerations must take into account the integrated and dependent aspects of People, Process, Product and Partner program considerations.
Interestingly strategy is the stage where organizations attempt to take shortcuts – potentially ignoring this critical step and leap immediately into roadmap planning. The integrated perspective of the ITSM roadmap is best defined in the strategy phase. This phase identifies and applies concepts from the Continual Service Improvement Approach as defined in Continual Service Improvement.
Applying the first 4 steps of the CSI approach, we define the key strategic objectives – create a vision, map, baseline the ITSM current state and carefully consider the organizational change steps needed to change behavior, attitude and culture. This enables an organization to effectively, set priorities and create a plan forward. With a well-described strategy in hand we find that organizations are well positioned to achieve the greatest benefits from their ITSM process development and improvement programs.
Design/Build – The Design/Build phase of the ITSM Program Roadmap is a critical time in the emerging character of the Service Management organization. The Strategy phase provides a clear picture for the ITSM organization structures and roles of the future state. During Design, the ITSM organization translates the strategy and plans into a set of project plans, the necessary requirements for the emerging or improved ITSM services or processes, and documentation of the final process goal state. The deliverables from this stage include high level and detailed process documentation, tool automation requirements, a Process program/project transition plan, program/project/PMO guidance and an organizational adoption plan.
Transition – The Transition phase is known for a high level of process-related activity and the need for high degrees of collaboration and coordination within and across IT and the business. During the Transition phase, the design is put into motion. Putting into motion refers to the deployment of the process via skills based training on both the new process and configured ITSM tool. Key activities within Transition include: validation and testing to assure that the process and tools will work seamlessly and without flaw when implemented; implementing the various aspects of the Transition plan and preparing the organization for the new reality; defining and testing the implementation plan through pilots; and completing the Transition plan with the organizational rollout.
Operation – Now is when the “process rubber” meets the road. The process team has worked hard to prepare the final process for implementation during the Transition stage. The process was implemented via pilots and then an organizational rollout. Establishing governance and controls to ensure management and staff move from the old behaviours and way of doing things to a new behaviors and practices.
Continual Improvement – No process or service implementation reaches perfection “right out of the box”. Pink Elephant supports the notion that on a regular basis it is important and critical to monitor process or service performance, compare that performance to established standards and, if there is a significant deviation from actual to desired, make the necessary decisions to improve the process or service performance.
Continue The ITSM Program Roadmap
Completing a cycle of the ITSM Program Roadmap does not conclude the service lifecycle for an organization. As improvements are made, whether to the ITSM processes or individual IT services, a critical success factor for the IT organization is to continue to update the strategic, tactical and operational plans for the ITSM practices and organization based on changing business or regulatory requirements. The dynamics of the business and the environment the business operates within dictates that solutions are never static. There is a continuing ebb and flow of the business, which stress the IT organization to evolve to meet the changing needs of the business.
For more information on Establishing an ITSM Program I recommend to following additional Articles and Podcasts:
- Documenting vs Deploying ITSM Processes
- Establishing Or Assessing An ITSM Program
- Integrated Project Plans
- Integrated Tool Strategy
- Practitioner Radio Episode 20 - Deploying ITSM Processes
Link to Full Paper: Pink_Elephants_ITSM_Transformation_Approach_v2.pdf
Troy’s and Jack’s Thoughts What Are Yours?
At no time are we ever in such complete possession of a journey, down to its last nook and cranny, as when we are busy with preparations for it.