BUSEVAL Week 9 (LEARN MODE)

Are we delivering value?

Focus on Value

What do we mean by value?

Focus on Value

What is value to our customers?

Focus on Value

How do we deliver value and demonstrate value?

Focus on Value

There should be clear goals and measures in place that reflect the intended value proposition andexpected outputs of the work, not just the work.

Focus on Value

If any of the work, processes and steps are not clearly delivering some form of value, then why is it beingdone?

Focus on Value

Where do we start?

Start where you are

Where are we now?

Start where you are

What is the gap between where we are and where we need to be?

Start where you are

Can we build a realistic picture of our current capability?

Start where you are

What are our actual performance levels?

Start where you are

What are our customers and stakeholders saying about our service?

Start where you are

TIL is rarely used in a 'green field' situation and understanding the current state is vital to build practical and contextual planning.

Start where you are

There is no perfect ITIL way of working and it is vital to be clear on where we actually are now

Start where you are

We need to observe this directly rather than rely on traditional 'reporting' data

Start where you are

Can we also take advantage of and leverage work that has been done to date and built on that?

Start where you are

Do we work in small steps?

Progress iteratively with feedback

Do we check progress and feedback?

Progress iteratively with feedback

How do we gather feedback?

Progress iteratively with feedback

What do we do with feedback?

Progress iteratively with feedback

Is this used to build more quality and value into what we do?

Progress iteratively with feedback

Feedback can be a number of inputs and data - from customer responses and requirements, to people and team-based content.

Progress iteratively with feedback

Moving in small steps, building on feedback, helps to build trust in relationships, adding quality in accumulative and low-risk manner.

Progress iteratively with feedback

How do we work?

Collaborate and promote visibility and Progress iteratively with feedback

Do we work together, based on shared goals?

Collaborate and promote visibility

Do we make our work visible to those who need to see it?

Collaborate and promote visibility

Is the work accessible and easy to use?

Collaborate and promote visibility

Is the work being socialized and seen and understood by those that can add value to it?

Collaborate and promote visibility

Modern approaches to collaboration and visualization of work include Kanban, which is a way to move information out of constraints of systems and build simple visual and public representations of work in progress.

Collaborate and promote visibility

This provides transparency and greater team accountability and also encourages more interactions from those who may not be directly involved but who may have some relevant input.

Collaborate and promote visibility

What is our work contributing to?

Think and work holistically

Is it clear how we are collaborating with other teams to achieve success?

Think and work holistically

Where could we improve in our collaborations?

Think and work holistically

What are the upstream and downstream dependencies between teams?

Think and work holistically

How do these contribute to success or failure?

Think and work holistically

Where are the blocking points and how can we un-block them?

Think and work holistically

What is the "big picture" that we are working towards?

Think and work holistically

The Guiding Principles make it clear that successful service management is about working a joined up 'end-to-end' manner, based on business context.

Think and work holistically

ITIL can be challenging, complex and complicated, as it requires various groups of people to work together in changing environments, as well as with extensive and complicated systems.

Think and work holistically

It is not about producing fixed and weighty documentation and enforcing its implementation.

Think and work holistically

How can we be lean?

Keep it simple and practical

What is the most effective way to manage our documentation?

Keep it simple and practical

What is most likely to be effective to land messages and get the desired results from people?

Keep it simple and practical

How do good communications work?

Keep it simple and practical

Effective communications focuses on achieving the intended outcomes, i.e. in documenting a working brief or to set out a process

Keep it simple and practical

The goal is to meet the brief or have the process working effectively, not to e.g. produce beautiful documentation.

Keep it simple and practical

In most cases, this is best delivered with minimal although relevant information, rather than unnecessary detail for e.g. 'completeness'. Better to achieve the result than produce a pretty document that isn't used.

Keep it simple and practical

How can we work more efficiently?

Optimize and Automate

Where can we speed up and optimize what we do?

Optimize and Automate

How can we remove blockers using technology?

Optimize and Automate

Where can we achieve savings in costs and improvements inequality?

Optimize and Automate

It is important to consider optimization before jumping into automation - some processes may simply need to be tweaked rather than automated.

Optimize and Automate

Work that is simply automated may be flawed or contain steps that are not accounted for - automation will only speed up this dysfunction. In addition, it is useful to view automation as a form of improvement rather than as an end in itself.

Optimize and Automate