[Webinar] 5 Ways to Run IT Like You Mean Business
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Let’s face it, the goals and vision of IT departments don’t always match up with their corresponding business strategies. This can result in siloed efforts by both parts of the organization, ultimately leading to lost opportunities, missed goals, and unrealized potential. This outcome will likely repeat itself time and time again unless the entire organization can come together to form a unified vision. Join Andrezej Gadomski, ITSM consultant with McMaster University, and Adam OBrien, product marketing manager for SunView Software, as they provide 5 simple tactics that your IT department can utilize to sync with organizational goals and run like a fine oiled machine!
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[Webinar] 5 Ways to Run IT Like You Mean Business
- 1. + 5 Ways to Run IT Like You Mean Business Hosted By: Adam OBrien Product Marketing Manager SunView Software aobrien@sunviewsoftware.com Guest Speaker: Andrzej Gadomski, MSc, ITIL Expert Senior Specialist, ITSM Executive Service Management Consulting
- 2. Housekeeping 2 • This webinar will be available shortly after its conclusion • Share this webinar and check out the supplemental webinar ‘4 Ways to Reduce Costs and Increase IT Value with a Modern Service Desk’ • Have a question regarding anything that is covered during this webinar? Use the BrightTalk ‘Ask A Question’ window to submit your question to the webinar panel!
- 3. Today’s Presenters 3 Adam OBrien • Product Marketing Manager • SunView Software @TheAdamOBrien Andrzej Gadomski, MSc, ITIL Expert • Senior Specialist, ITSM • Executive Service Management Consulting • Board Member – itSMF Canada
- 4. Agenda 4 • IT is the Business, and the Business is IT • Key Opportunity • 5 Ways to Run IT Like You Mean Business • Recommendations/Next Steps • Q&A
- 5. 5 IT is the Business & The Business is IT A Cultural Transformation
- 6. 6 What Is Usually Wrong Lack of Communication
- 9. 9 Plan and Stabilize New job descriptions Position transfer plan Training and development
- 10. 10 Invest in People Core Skills Training Customer Service Orientation Collaboration vs Silos Career Development
- 12. 12 Benefits of ITIL Framework Time Management Continual Improvement Collaboration and Teamwork Customer Service Delivers a single, defined, scalable, repeatable and documented framework. Defined services. Defined roles and responsibilities. Delivers reduced and justified cost. Helps with governance. Improved information and communication. Defines and measures. Continual improvement. Improved relationship. Better trust between business and IT.
- 13. 13 How To Do It – Common Approach Time Management Continual Improvement Collaboration and Teamwork Customer Service Training campaign Communication Assessment of current environment Selection of processes to improve Project plan Execute the plan Celebrate the success
- 14. 14 Development Approach Time Management Continual Improvement Collaboration and Teamwork Customer Service Process Assessment Process Definition Process Design Documentation Implementation Governance
- 15. 15 Tool Selection Time Management Continual Improvement Collaboration and Teamwork Customer Service Develop Requirements Tools Review Tool Selection Implementation Go Live
- 16. 16 Service Improvements Time Management Continual Improvement Collaboration and Teamwork Customer Service Defined Services Service Owners Service Catalogue Lean Methodology • Applications • Infrastructure • Technical Support
- 17. 17 Lessons Learned Time Management Continual Improvement Collaboration and Teamwork Customer ServiceEmpowerment Stakeholders Partners Momentum Old Habits Distractions Funding Low Expectations WhatWorked Challenges
- 19. 19 Adam OBrien • Product Marketing Manager • SunView Software @TheAdamOBrien
- 20. 20 Key Opportunity A cross-enterprise perspective on information and processes, supported with technology, helps break down data ownership silos, send information flows up and down management chains and across functions, and drive optimum decision-making.” - Source: Smarter with Gartner - The 360-degree Approach to IT Cost and Value Optimization
- 21. 21 5 Ways to Run IT Like You Mean Business
- 22. 22 5 Ways to Run IT Like You Mean Business 1. Align IT and Business Strategies
- 23. 23 5 Ways to Run IT Like You Mean Business 2. Consolidate IT Infrastructure
- 24. 24 5 Ways to Run IT Like You Mean Business 3. Collaborate Across The Business
- 25. 25 5 Ways to Run IT Like You Mean Business 4. Track Performance
- 26. 26 5 Ways to Run IT Like You Mean Business 5. Celebrate Victories
- 27. 27 Recommendation – A Unified ITSM Platform ITSM platform that supports the entire business Eradicate multiple sources of input and streamline support Leverage a unified platform for total visibility ITSM platform modules designed to fit your business needs Codeless configuration that match organizational needs Quickly deploy modules to support any business process ITSM platform that supports automations, reporting, and persona dashboards Automate processes, track company wide goals and KPIs Improve collaboration, streamline efforts
- 28. 28 Best-Value Service Management Platform for The Entire Organization ITIL-Based Processes Codeless Configurations Persona-Based Dashboards Responsive Design Self-Service Integrated Line-of-Business Modules
- 29. 29 Get Connected Do you have any personal experience or additional questions regarding the topics we covered today? Get into the discussion: • Email Andrzej: esmc@live.ca • Email Adam: aobrien@sunviewsoftware.com
- 30. 30 Q&A
- 31. 31 About ESMC Executive Service Management Consulting is the training and consulting organization located in Waterloo, Ontario, Canada. • We deliver Service Management training and consulting primarily for public sector organizations like universities, school boards and colleges. • We have 40 years of academic, administrative and technical experience in university environments. • We have experience with corporate and manufacturing organizations. • We have a clear understanding of unique organizational requirements.
- 32. Thank You! If you would like to find out more visit www.SunViewSoftware.com LinkedIn.com/companies/sunview-software-inc- Twitter.com/SunViewSoftware Facebook.com/SunViewSoftware
Editor's Notes
- Housekeeping – 1 min
- Intro – 1 min Andrzej recently worked on ITSM projects as the Senior Specialist, ITSM at various universities and corporate organizations in Canada. This presentation is a summary of his observations and experience during these engagements. Andrzej’s professional experience is in championing culture change and adopting IT best practices for Higher Education and Manufacturing industries. He has an engineering degree and a Masters degree in Computer Science. Throughout his university career he has been a researcher, faculty member, manager, and the highest ranking IT officer. He has an ITIL V3 (2011) Expert certification in Service Management and over 40 years’ experience in IT, with 25 years in IT management.
- Brief cover of Agenda – 1 min
- Today I’m going to talk about the journey in transforming the IT group culture from a silo, “here’s what we can do so that’s what you get” mentality to a Customer Service orientation focused on a partnership model that’s based on collaboration and cooperation with our business partners. I’ve been with IT for 4 decades. We’ll look at the drivers for making the transformation, the changes we needed to make, so how we made them, and since we aren’t done yet, what comes next.
- In Summary, by making Service Management the flag on the hill that we are all marching towards, regardless of what project they are working on and regardless of their roles or experience, we’ve ensured that that everyone in IT or IS, is speaking the same language, understands how to deliver our services and walks the talk with our customers. Our success comes from the PEOPLE we’ve become, the PROCESSES we use, the PARTNERS we work with, the PRODUCTS we deliver and the PASSION we demonstrate for the work we do. PROCRASTNATION is not allowed.
- By aligning IT goals with business goals, a culture of total buy-in across an organization occurs as everyone is now a stakeholder in the business success… as opposed to siloed operations.
- Today’s organizational requirements need IT to be flexible and proactive. This can’t be obtained if IT has to deal with a multitude of tools to accomplish the goals. Consolidating tools helps to keep IT agile and proactive (such as using a unified ITSM platform)
- With IT working with everyone in an organization, they will be able to see daily pains and issues first hand and be proactive about resolving issues/problems that affect the business instead of reactively dealing with one-off issues
- Having defined (and even shared) KPIs across the enterprise provides complete transparency across an organization and allows for everyone to work towards a common goal.
- What’s the point of making goals if you don’t celebrate when they are hit?
- Wrap up and Thank you – 30 seconds