People Factor Key to ITSM Success

The People Factor in ITSM

Alejandro E. Debenedet
GuetChu ITSM Director

International Business Relations Director – PeopleCert
Group
Marketing and Chapter Relations Director itSMF

“ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries”
© Alejandro Debenedet – GuetChu ITSM 2011 – Reproduction interest, speaker opportunities? Please email guetchu@gmail.com

ITSM: People ... The Fundamental “P”

PROCESSES

Processes

People

PRODUCTS PARTNERS


ITIL: Value creation is about PEOPLE

—  VALUE Creation is about Perceptions,
Preferences and Attributes

—  Service assets are used to create VALUE

Perceptions

Attributes

Preferences

Resources Capabilities
Value Creation

Value Creation


PEOPLE are important
PEOPLE are THE asset

Quote from SS book:
“ The value of people asset is the capacity for
Creativity
Analysis
Percetion
Learning
Judgment
Leadership
Communication
Coordination
Emphaty
Trust


Service Oriented Organizations

Attitude

RESISTANCE

Behaviour Culture


Attitude

—  Feeling or opinion about something or
someone

—  Change program means changing people
attitudes
—  Cynicism,
—  sarcasm
—  Passiveness
—  Complacency
—  Saying yes, doing no

—  Usually is non-verbal, body language
—  Learn to ¨read¨ them (55% of
interpersonal
—  communication goes in the form
© ABC, ABC Cards and ABC Cartoons
belong to Paul Wilkinson and GamingWorks —  of language and gestures)


Behaviour
•  To act in a particular way; actions measured by commonly
accepted standards

It is directly seen and experienced
—  Complaning about others
—  Avoiding responsibility
—  Passing the blame
—  Refusing to accept or listen to others
(bad for team work !!)
—  Deliberately withholding info or
misscommunicating
—  Deliberately delaying activities
—  To change behaviour, work on the
RESISTANCE


Resistance

—  An emotional reaction to change

—  Preference for stability and continuity
—  Feeling of not being involved, not in
control
—  Personal conflicts and rivalry
—  Purpose and motives not shared or
wrongly understood
—  Only seeing the bad side of change
—  Fear of unknow
—  Fear of failure
—  Lack of tact
—  Distrust


Culture

•  Accepted ways of working within an organization;
the values and standards that people find normal
—  Is the most used word in organization change
—  But … culture can not be fought out
—  It maintains by itself
—  Easier seen by third parties (from outsiders) like trainers,
consultants or new employees
—  Symbols
—  Heroes
—  Rituals
—  Values

—  Talk a lot, let the culture change by itself
—  Be prepare for resignations
—  Create new heroes


ABC and ITIL


What to do …

—  Get rid of repeat and monotonous work
—  Make work more enjoyable
—  Communicate, get interested, get involved
—  Give the right information with as less as secrecy as
possible

—  Include everyone
—  One to one discussions
—  Get rid of destructive resistance
—  Reward, make note desirable behaviour
—  Give credit
—  Motivate
—  Share problem and work on a solution
—  TOGETHER

—  Celebrate results


Excellence in Team Works

—  Teams skills are directly responsible for organizational
performance

—  Certified members in the team impact directly the
team performance

—  80% of IT managers believe their team requires
significant amount of task-specific skills to perform
their duties

Source: IDC White paper: Value of certification and Organizational
Performance


Professional Certification


Build your team with the right capabilities

Tailored Gap Expected
Needs/Intake
Activities Adjust Results


The value of ITSM certification

Recognition
by Public
sector

Adpotion of
Universities
Value social
learning
environment

International
appeal with
localization


Alejandro E. Debenedet
GuetChu ITSM

alejandro.debenedet@itsmfi.org
alejandro.debendet@peoplecert.org
Twitter: adebenedet
Blog: itsmabc.wordpress.com


People Factor Key to ITSM Success

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