“Without describing your vision, in detail, how can you expect your people to follow you?”
Once a company has determined that adopting a quality best practice approach to delivering and supporting IT is required, it is key to understand the nature of an ITSM transformation, the logical steps for implementing Service Management, and the business value it will deliver.
The guidelines of ITIL can be applied incrementally in a phased approach, but that approach must be guided by an overall strategy and plan that maps the ITIL disciplines that define the delivery of IT Services enterprise-wide. The thinking should not be to implement ITIL processes but to adopt Service Management.
Adopting an IT Service Management philosophy is a considerable undertaking and requires a proven implementation methodology to underpin it. After many years of working with clients on IT Service Management projects, Pink Elephant has adopted an implementation approach which begins, as all major Change programmes should, with ITSM Visioning as the first stage of the journey.
To be successful, all of IT must adopt and adapt a common, synchronised way of delivering Services to simplify and accelerate productivity and to improve efficiencies. This can be challenging because many IT organisations are currently organised around technology silos and do not adapt well to driving common processes across these disciplines. The thinking must change from ‘technology silos’ to ‘services using different technologies’. This presents a fundamental change to the way people currently work and think. This key challenge highlights why ITSM Visioning is such an important step which should not be overlooked.
Establishing a Vision for the project is a major contributor to the successful implementation of IT Service Management. It provides a clear focus for the implementation and gives all participants a sense of direction. The stated and communicated Vision also provides a “flag” for all staff involved in the project to rally around and helps to bring all stakeholders together around a common objective.
All potential stakeholders need to be involved so they can take ownership of the Vision and understand what the Service Management implementation is to achieve for the business, and why it needs to be done. Stakeholders involved will include representatives from the business as well as the IT department.
Pink Elephant has defined a service based upon pre-defined templates and deliverables which map to a formalised Project Plan and ARCI Matrix for Visioning. The Pink Elephant Project Manager works in conjunction with the client to identify all the required stakeholders, roles, responsibilities and actions that are required to bring the Vision to fruition.
As well as project plans and templates, a number of presentations and awareness sessions are hosted to support the communication process. An ITSM Visioning Workshop provides the central focus for defining the Vision and identifying the desired future state of the IT organisation.
Inputs to the final document include a high-level inventory of current customer groups, services and technologies, a Key Stakeholder Map which facilitates effective communications and the process deployment priorities for the project. The Customer and IT user base are surveyed to identify any conflicting priorities and project risks are identified in order to execute appropriate mitigation strategies.
The final output from this stage of the Roadmap is a Vision Strategy document which should be presented to the Project Board to obtain permission to proceed to the next stage of the project.