Tips for Driving User Adoption and Satisfaction of ITSM

ca Intellicenter

Tips for Driving User Adoption and Satisfaction of ITSM

Dan Larsen

ICX25S #CAWorld

Intermountain HealthcareService Management

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


Agenda

INTRODUCTION

FACTORS FOR SUCCESSFUL ADOPTION

CONCLUSION – Q & A

HOW INTERMOUNTAIN DID IT

REALITY CHECK

SO WHAT DO YOU REALLY THINK?

1

2

3

4

5

6


A Look at Intermountain Healthcare


ITSM at Intermountain Healthcare


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



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


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’s Eight-Step Change Model


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


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


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


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


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


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


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


Communication Timeline

Event OCT NOV DEC

Newsletter Communication

WebEx Sessions

Open House

Go Live


Reality Check


ITSL(IT as a Second Language)




Adapting to Change


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


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


For More Information

To learn more about Management Cloud,

please visit:

http://bit.ly/1wEnPhz

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For Informational Purposes Only

© 2014 CA. 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 solutions so actual results may vary.

Terms of this Presentation

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Tips for Driving User Adoption and Satisfaction of ITSM