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Tips for Driving User Adoption
and Satisfaction of ITSM
Dan Larsen
ICX25S #CAWorld
Intermountain Healthcare
Service Management
2. 2
© 2014 CA. ALL RIGHTS RESERVED.
Abstract
Implementing ITSM software and processes is not enough to ensure ITSM success. They must be broadly accepted and adopted by business users, power users and decision makers. Hear about the steps Intermountain Healthcare takes to enable Continual Service Improvement leading to successful adoption of ITSM. They will share personal experiences and other real world examples, detailing the tricks and the treats of user adoption.
Dan Larsen
Intermountain Healthcare
Service Management 3. 3
© 2014 CA. ALL RIGHTS RESERVED.
Agenda
INTRODUCTION
FACTORS FOR SUCCESSFUL ADOPTION
CONCLUSION –Q & A
HOW INTERMOUNTAIN DID IT
REALITY CHECK
SO WHAT DO YOU REALLYTHINK?
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3
4
5
6 4. 4
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A Look at Intermountain Healthcare 5. 5
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ITSM at Intermountain Healthcare 6. 6
© 2014 CA. ALL RIGHTS RESERVED.
Bio
Dan Larsen is on the Service Management team at Intermountain Healthcare and has an extensive background in corporate training. He has developed curriculum and facilitated instructor-led training for numerous Service Management processes. His degrees in education and history of the entertainment industry ensure an entertaining, engaging and enlightening experience.
Dan Larsen
Intermountain Healthcare
Service Manager 8. 8
© 2014 CA. ALL RIGHTS RESERVED.
John P. Kotter
–Emeritus Harvard Business School Professor
–Authority on Leadership and Change
–Best-selling author
Our Iceberg is Melting
The Heart of Change
Leading Change
–Developed the 8 Step Process for Leading Change 9. 9
© 2014 CA. ALL RIGHTS RESERVED.
A.A change in the climate
1.Creating a sense of urgency
2.Forming a guiding coalition
3.Creating a vision
B.Power to the people –involving the organization
4.Communicating the vision
5.Empowering others to act on the vision
6.Planning for and creating short-term wins
C.Keep the momentum going
7.Consolidating improvements and creating more change
8.Institutionalizing the change
Leveraging John P. Kotter’sEight-Step Change Model 10. 10
© 2014 CA. ALL RIGHTS RESERVED.
1.Creating a sense of urgency
–Driven by BUSINESS needs
–“What if we do nothing?” –Identify threats and opportunities
2.Forming a guiding coalition
–Senior Management support
–Involving the right people across the board (customers, IT, management)
3.Creating a vision
–What is Service Management?
–What can it do for me?
–Define our combined vision
A Change in the Climate 11. 11
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4.Communicating the vision
–Newsletters, posters, intranet, meetings, seminars
–Apply to every aspect of the company
5.Empowering others to act on the vision and removing barriers
–Implement dynamic change leaders
–Identify clear goals
–Address negative feedback and attitudes
6.Planning for and creating short-term wins
–Identify and visibly reward success early
–Implement inexpensive projects with guaranteed success
Power to the People –Involving the Organization 12. 12
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7.Consolidating improvements and creating more change
–Create short-, medium-and long-term wins
Short –immediate benefit and gains
Medium –working processes in place
Long –fully integrated, self-learning and improvement built in
–Bring in fresh, new players to the team
8.Institutionalizing the change
–The new normal (part of everyday practice)
–Continued leadership support
–Cultural integration (new employee training, new hires with ITSM experience)
Keep the Momentum Going 13. 13
© 2014 CA. ALL RIGHTS RESERVED.
START WITH “WHY?”
A standardized vocabulary –ITIL
Realistic expectations (Patience)
Tie success to performance reviews
Phased implementation
Measurement
Training (and cross training)
Suggestions for Increasing Your Potential for Success 14. 14
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Consensus vs. mandatory implementation
Clear roles and responsibilities
Governance
Determine business needs and THEN look for tools
Leave successful processes ALONE
Constant feedback
More Suggestions for Success 15. 15
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How Intermountain Did It
–Infrastructure
Created Service Management department
Understood business needs and goals prior to looking for solutions
Created a diverse team that researched various SM solution providers
–Hands-on demo’s and Use Cases
–Communication
Flyers, newsletters
Open house
Online demonstrations with interactive Q&A 16. 16
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How Intermountain Did It –cont’d
–Training
In-person and online modules
–Support
Dedicated resources during and immediately following rollout
Service Desk training and support
–Evolved
Reorganized Service Management team into a customer-facing process and a technical team
–Feedback
Proactively solicited opinions and suggestions and made adjustments 17. 17
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Communication Timeline
Event
OCT
NOV
DEC
NewsletterCommunication
WebExSessions
OpenHouse
Go Live 18. 18
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Reality Check 19. 19
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ITSL(IT as a Second Language) 22. 22
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Adapting to Change 23. 23
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So what do you really think?
Post implementation feedback activities
–Questionnaires
–Surveys
–Interviews
What is the BEST indicator and feedback?
Steps to ensure honest feedback 24. 24
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Summary
Start with the “Why” and stay with the “Why”
Involve customers in every stage
Communicate (no buzzwords)
Feedback, feedback, feedback
A Few Words to Review 25. 25
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For More Information
To learn more about Management Cloud, please visit:
http://bit.ly/1wEnPhz
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Management Cloud 26. 26
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For Informational Purposes Only
© 2014CA. All rights reserved. All trademarks referenced herein belong to their respective companies.
This presentation provided at CA World 2014 is intended for information purposes only and does not form any type of warranty. Some of the specific slides with customer references relate to customer's specific use and experience of CA products and solutionssoactual results may vary.
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