Ken Gonzalez, The Target On Your Back TFT14 Summer

Copyright © 2014 VKSII, All Rights reserved
#TOYB14
KEN GONZALEZ
The Target On Your Back

#TOYB14
Universal Service Management
Body of Knowledge (USMBOK)
TFT 14: “The Target On Your Back”

#TOYB14
Legal Stuff…
• All USMBOK and SMQS are trademarks. All referenced content is used with the
permission of the VKSII. for the purpose of this single presentation. Any other
aggregation, repackaging or reuse of the content is prohibited.
• Unless otherwise noted, all other materials used are the proprietary methods, models
and techniques that elements of the Engaged Consulting, Inc (ECI) intellectual property
portfolio and are protected by international copyright and other means. All rights are
reserved worldwide. No license to reuse or redistribute is granted under this
performance.
• All other trademarks or service marks referenced within this presentation are the
property of their registered owners.

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About Your Presenter
• kengon is a Managing Partner with
ECI.
• Tech industry veteran since 1985
 Development & Operations
experience
 Advisory consulting services
• Service Management Practitioner and
Outside-In Thinker
• Internationally requested and
recognized speaker and author
Kenneth “kengon” Gonzalez
Chief Evangelist, USMBOK

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Welcome!
• Today’s Topic: The Target On Your Back
• I appreciate the opportunity to share with you
 My take on the impact is on organizations and practitioners
 What the USMBOK has to contribute to this
 How best to prepare to use/leverage it
• I encourage you to ask questions throughout the
presentation using the question panel
• Social media participation is encouraged.

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Your Job Today
Identify one thing
which is interesting to you
that you can consider/research
when we finish here

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How To Be Here
• Breathe, Relax, Focus…
• Be open to new ideas…
• Listen with purpose…
• Minimize distractions and participate fully…
• Don’t worry about utility

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http://www.cio.com/article/752726/CIOs_Must_Adapt_or_Risk_Being_Replaced

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Does This Look Like You?!
Source: http://media.propertycasualty360.com/propertycasualty360/article/2013/06/29/26.jpg

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“CH, CH, CH, CH, CHANGES…”
Question 1

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What To Consider?
• Circumstances
 Age and stage of life
 Quality of life
 Your health
 Your career
 Your family
• Demands
 Personal time
 Family time
 Work obligations
 Vacation/Recreation
• Complications
 Economic stability
 Social stability
 Market movements
(jobs, finances)
 “Acts of God”

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HOW PREPARED FOR CHANGE ARE YOU?
Question 2

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Where it meets your life…
• Your Future
 Job
 Family
 Health
 Retirement
• The List
 Interests?
 Intended
accomplishments?
 What? By When?
• Complications
 Risks
 Challenges
 Resources
 Support

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WHAT’S YOUR RISK POSTURE?
Question 3

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What’s The Problem?
• Standing still in uncertain times is dangerous
 The pace of change is accelerating
 Impacts are harder to predict
• It’s easy (and common) to just keep going and not prepare for a
future that is “uncertain”
 “Keeping your head down below the top of the cubicle” isn’t a
viable strategy
• There is too much to know/do/learn to try to do all of it
 “Knowing is overrated”
• The “rational response” is actually irrational
 “Common sense” doesn’t scale

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http://upload.wikimedia.org/wikipedia/commons/f/fd/Tug_of_war_2.jpg
“Tug of War”
Change!
Stay the
same!

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Another Recent Blog…

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My Recent Blog…

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To The Heart of the Matter

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The Playing Field
Organizational
“Enablers”
Service
Management
Personnel
“The
Consumer”
Purpose
Operating
Structures GRC
CIP
Metrics
Exp Design
Front Stage
Back Stage
Support
SM System
Collaboration
Communication
Transition
Management
Facilities
Infra Apps
Services
Leadership
Assets
Kenneth Gonzalez © 2011-2014. All Rights Reserved Worldwide

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Today’s Focus
Organizational
“Enablers”
Service
Management
Personnel
“The
Consumer”
Purpose
Operating
Structures GRC
CIP
Metrics
Exp Design
Front Stage
Back Stage
Support
SM System
Collaboration
Communication
Transition
Management
Facilities
Infra Apps
Services
Leadership
Assets

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On Getting There…
Desired
Future State
Domain/
Area
Current
State

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Establishing Context
Desired
Future State
Domain/
Area
Current
State
Context: Culture, Uncertainty, Demands

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On Culture
• What is “culture”?
 Lots of different definitions/ideas -> Google it!
• My working definition
 Culture is the overriding view and the corresponding shaping
forces which permeate a group
• Alignment of “gravitational forces” -> Relational “constellation”
• Getting at it
 Often can be seen when examining
• Resident “mood”
• Underlying attitudes/images
• What is “unsaid” and is on everyone’s mind
 Culture does not exist independent of the group
• Embedded in rituals, practices, structures, etc.

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Contrasting Old vs. New Views
The “Old”
We manage and maintain servers,
software other infrastructure
components for our organizations
The “New”
We do our work to provide the highest
possible quality at the lowest
possible cost

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Contrasting Old vs. New Views
The “Old”
We manage and maintain servers,
software other infrastructure
components for our organizations
The “New”
We leverage technology to enable
business results and proactively
manage our customers experience
We do our work to deliver these
results at the level of quality and
for the cost that the customer
considers acceptable
We do our work to provide the highest
possible quality at the lowest
possible cost

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Shift in Orientation
The “Old”
• Identifications
• What is valued
• Bottom Line
The “New”
Commodity Capability ==
Target on Back
[ Us / I / They / Them ]
[ Know / Do / Understand ]

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Shift in Orientation
The “Old”
• Identifications
• What is valued
• Bottom Line
The “New”
Commodity Capability ==
Target on Back
Value Generating ==
Asset to Org
[ Us / I / They / Them ] [ We / You / Our ]
[ Know / Do / Understand ] [ Lead / Communicate / Accomplish ]

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The Management Imperatives
• Typical set of demands
placed on the
organization
• There are inherent
pressures that
accompany each set
• Must fit within a specific
timing or lose the chance
to start

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Four Key Questions
• What business are we in?
• What activities do our customers perform in
pursuit of success?
• How do we help them with those activities?
• How satisfied are they with the help we give
them?

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Becoming Operational
Desired
Future State
Domain/
Area
Mandate: “Operate, Navigate, Communicate”
Current
State

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42: The “Magic Number”

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Get Engaged!
Desired
Future State
Set Baseline
Domain/
Area
Monitor/Steer
Evaluate/Report
Current
State

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Service Experience: An Intentional
Act

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Set The Context

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Map and Inspect

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Opportunity to Improve

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Correction Is Inevitable &
Improvement Is Mandatory…
Desired
Future State
Set Baseline
Domain/
Area
Monitor/Steer
Evaluate/Report
Correct/Tune
Current
State

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Atomic Level Improvements

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Go With The Flow

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Summary
• Impact: What does it mean to you?
• “Culture” is not neutral
• Service Experiences are not accidental
• “Adopt and adapt” >> Simple, but not simplistic
• “Transform” to meet the challenge
• “Atomic level improvements” are the gears which make the
machine run

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How to Contact Me
• Email: kengon@usmbok.com
• Support: support.usmbok.com
• Twitter: www.twitter.com/ken_gonzalez
• Phone: +1-949-385-0341

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Available Resources
See “Attachments” for
Links!
www.kennethgonzalez.comwww.usmbok.com
Feel free to contact me
with questions and
requests for assistance!

#TOYB14
Universal Service Management
Body of Knowledge (USMBOK)
“The Target On Your Back”

Ken Gonzalez, The Target On Your Back TFT14 Summer

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Ken Gonzalez, The Target On Your Back TFT14 Summer