In 2009 Global CIOs will increasingly focus on implementing international
standards (ISO20000), ITIL, CobiT. The relevance of ABC?
ABC of ICT
The number 1 success or fail factor Paul Wilkinson
“Through 2009 more than 85% of IT operations …..and MANY will organisations Failbe toinvolved realize results will in IT because ofprocess, ABC!.... operational quality and governance initiatives” - Gartner
The relevance of ABC? In 2009 Global CIOs will increasingly focus on implementing international standards (ISO20000), ITIL, CobiT
The relevance of ABC?
…but it doesn’t deliver. Why Not?
ABC big cause for failure…. Fact: More than 70% are unable to measure or demonstrate the value of an ITIL improvement program. (We don’t know how to apply). Fact: Many ITIL implementations fail to achieve their desired aims. A Forrester report revealed that the biggest reasons for ITIL initiatives failing is resistance (Behavior) to change 52%. (We don’t know how to convince people). Fact: 94% said current ITIL training and certification doesn’t help address ABC issues. (We don’t know how to solve the above).
Attitude Behavior Culture
Worst practices Survey
Entry card
This procedure should get an AWARD Most useless Procedure in the company
ý
Here are the new procedures we’ve produced for you ladies & gentlemen
Have you, or are you involved in espionage or sabotage or genocide? Have you ever been, or are you a trafficker of controlled substances
Throwing ITIL Solutions over the wall and HOPING yes no people will q q follow them
No. 7 Survey
q
q Process
managers without authority IMPORTANT: If you answered “yes” to any of the above,
No. 5
please contact the American embassy BEFORE you travel to the U.S.
52% fail because of ….how many people do you think have answered yes? RESISTANCE
Procedure
A procedure must serve a purpose and be seen as useful by those involved in it.
The relevance of ABC
We adopt frameworks to bring IT under control
Your GAP analysis/ assessment needs to look at this too…
..that iceberg won’t stop US! Full steam ahead!
…don’tforget! ABC is like an Iceberg…..a lot of it idden beneath the surface, and capable of inflicting damage!
Desirable behavior? ITIL uses the terms ‘Customers’ and ‘Users’…what Term do you use?… ITIL Customer
…I’m a certified …I don’t understand ITIL professional…. I followed ALL the therefore I am right ITIL procedures! therefore Accordingyou to are me you Are asatisfied… satisfied customer…
Dorks!
User
itSMF …My Survey job is itSMF on-line RECEIVING reveals survey:auser complaints….not weakness in “we are not doing something addressing customer about them! these education focused”. issues…. 89% agreed. We don’t have It’s not in OUR ATTITUDE, organisation……but any of this we BEHAVIOR, ALL recognise CULTURE in our it…… Sostill WHOSE are issues organisation! organisation is it? Service Improvement suggestions
Desirable behavior? …we have to record what you know in the database to help your colleagues
…if you let the telephone ring long enough the users will eventually give up and stop bothering you…
…we are good at reusing knowledge…
Desirable behavior? …record what I know to help you…. If I did that the You’d know as much as me!! ….that will never do…..
Whose job is it to break through all these examples of
Attitude, Behavior & Cultural issues…?
…we still don’t Knowledge is POWER! want to share knowledge…
Responsible? ….Thisjob is Whose 2 Is the it toNo break chosen down these global ABC worst Worst Practice! practices? Survey
Not My Responsibility!
No. 3 CIO
We don’t behave like THAT!… Or do we?…..
But there’s No keyboard?
User “more complaints efficient, Only 27% of IT managers have directly measured the Capacity cost effective return on investment from ITIL implementations, demands provision of and under half measured the value that quality IT IT service management Delivered to their business BullS**t services…”
One of our IT Cost reduction initiatives And how will I know we are there?…
Loop
User
satisfaction
Meter
Closing the Help Desk between We will &have more 09:00 17:00 isn’t efficient, cost what I had in mind!.. effective services..
Business Simulation Applying People, Process & Technology to realize results
…What a mess ….just like …that process reality isn’t working!
…we didn’t meet our SLA’s…I think!!
…We didn’t DO what we agreed!
This helps change ‘ATTITUDE’ – recognize the NEED for good BEHAVIOR Customer satisfaction
K
27% satisfaction lost
Process compliance
K
15% process faults
Costs
K
300.000 wasted costs
% incidents resolved
L
40% resolved
Resolution time
L
NON COMPLIANT PROCESSES POOR AVAILABILITY BUSINESS RISK
3.0 average
Apollo 13 - example
Er?.. Of theinvestment 7500 IT’ers ITSM
…so you are asking me for …what will € 350.000 be the result? to improve the What will I processes and experience buy some Differently? management Tools….. ý
who have played þ Improved Customerand satisfaction? • Improve management this year,tools 85% of reporting þ Lower costs? the responses are... • Improve and þ Betterprocess processflows throughput? priority mechanisms Survey þ Higher levels of availability? …anneed ITSM case experience IT thinks it doesn’t to understand the • Improve roles and responsibilities þ Faster deployment innovation? business toofmake a business case….
No. 10
Procedure
How we apply frameworks
….or A FOOL
….which means ….the No 1 the way we Worst adopt & apply Practice…. ITIL can be described as….
with a TOOL is still A FOOL…. CIO
An ABC assessment ABC of ICT card set
A set of playing cards, developed by GamingWorks in association with Van Haren publishing. The cards contain 57 industry recognized ABC (Attitude, Behavior, Culture) worst practice cartoons. A practical Instrument…
Discuss Agree Identify the There are a which ones WHO is Business number of need guilty of impact & exercises Fixing! And which risk you can do who is worst with them responsible practice
This card set has been designed as an awareness and assessment instrument to help teams, departments and organizations to improve.
User Customer Help desk Technical specialist Consultant Supplier….
Where it has been used Canada
Denmark
Netherlands
USA Poland
Spain
ABC Workshop Singapore
Sweden
Switzerland Spain
Global Assessment results 30 May
sessions Belgium Canada Denmark
No understanding of Business impact & Priority Everything has the highest priority according to the Users Not my responsibility Internally focused
Throwing (ITIL) Solutions over the wall Netherlands and HOPING people will follow them Too little Business involvement in Poland requirements specification & testing Singapore
10
9
8
7
Germany
Process managers without authority Plan, Do, stop….No real Continual improvement focus
Spain Sweden Switzerland UK USA
9 to 5 Culture
IT thinks it doesn’t need to understand the business to make a business case
6
5
4
3000 people 3
2
1 0
ABC of ICT is a GamingWorks product (c) 2008
50
18 100
150
Impact on ‘Performance’ of worst practices IT: IT Solutions fail to meet business needs or delayed solutions
8
Business: Lost opportunities
7
A service is a means of delivering value to customers by facilitating outcomes Customers want to achieve without the ownership of specific Costs & Risks.
Business: Decreased staff productivity IT: Higher IT costs Business: Higher business operating costs Business: Increased business outages and risks IT: Threats to business security, availability or continuity
IT: Increased IT outages and downtime
What is the impact of all this worst practice?
6
5
4
3
2
1
0%
5%
10%
15%
20%
25%
So?…..What is the message?
2
best practice tips Most of the issues are things we should have already been doing for
Years….Will a framework solve this?…..
Desirable behavior? Leadership However, there are challenges During the formidable next two years leadership will be in the the most form of internal important IS capability and which senior will determine IT success. who fail to leadership deficiencies executives recognize the need for strong leadership. Many IT leadership teams are poorly equipped to face the next two years.
As an IT decision maker am I part of the problem….?
The most popular Cartoon so far
What is Leadership?þ Make change happen at your organization The FUTURE is YOU walk out of here and start BEHAVING differently….
þ Help motivate – Inspire & stimulate desirable behavior þ Help ensure shared goals are created for success- focused on the Customer þ Break down the SILOs & barriers þ Ensure you can Measure & demonstrate success þ Break down the ABC barrier
Implement DEMAND management!! ØBefore you engage ANY Training, Consulting or Tool provider……
What does that mean!
ØDEMAND that they demonstrate how they help solve YOUR ABC issues…… ØIf the training curriculum or CV’s don’t demonstrate it……… FORCE the suppliers to do what they SHOULD have been doing in the last 10 years!
ØDON’T HIRE THEM…..
….want to know more?
[email protected] www.abcatwork.nl • ABC Whitepaper • ABC Publications/Cards
www.gamingworks.nl
