Exceptional Customer Care Environments

The Business Managers Guide to ITIL V3

Nick de Jong
President

Service Minds Inc.

Exceptional Customer Care Environments

ITIL v3 Philosophy
Straight from the Top
October 4, 2007 By Sharon Taylor and Ken Turbitt

A transition from aligning IT with the business to integrating IT into the business Clear measurement of return on investment (ROI) and return on value (ROV)

Exceptional Customer Care Environments

New Language
As the distinction between IT and the business blurs, and the language of the business replaces the language of IT, communication with business managers is easier. In addition, you (IT) gain visibility into the relationship of technology to services and business processes so you (IT)can make decisions based on business impact.

Exceptional Customer Care Environments

ITIL v3 Philosophy
This means that IT has to understand what the business is doing with the service and how it meets the business objectives. David Cannon, founder of IT Service Management Forum (itSMF)

Exceptional Customer Care Environments

Align??
align [uh-lahyn]
to bring into cooperation or agreement with a particular group, party, cause, etc. to fall or come into line; be in line. to join with others in a cause.

Exceptional Customer Care Environments

Integrate??
integrate [in-ti-greyt] verb, -grated, -grating. verb (used with object) 1. to bring together or incorporate (parts) into a whole. 2. to make up, combine, or complete to produce a whole or a larger unit, as parts do. 3. to unite or combine.

Exceptional Customer Care Environments

IT Isolation
In most organizations IT is a silo
Is a separate function Has own VP/CIO Resides separately Speaks its own language Has its own culture Nerds, Geeks, Dweebs

Exceptional Customer Care Environments

Business/IT Integration
Many obstacles
Talked about for years little action Long history of IT elitism and isolation Secret language safe from scrutiny Very internally focused No incentive for IT practitioners to change

Exceptional Customer Care Environments

IT Isolation
Issues with Silo
Rely on business analysts to translate business needs to IT application 2 translations means loss of content Lost effort and time due to:
Misunderstandings Lack of intimate business knowledge

Exceptional Customer Care Environments

OLD Behaviour for IT

VP Business Philosophy CIO

business

Business Analyst

Application

IT
Service Delivery

customers

Exceptional Customer Care Environments

Todays Business
Business is changing
Agility Speed Time to Market Computer businesses Communications Technology

Exceptional Customer Care Environments

Todays Business
Why is Integration important?
IT no longer a tool used by business for
Accounting Process control Data gathering engineering

In todays world technology is the business

Exceptional Customer Care Environments

Business is Technology
The business is Technology
All business is computerized Connections between business processes are limited by computer integration Computer systems determine how we do our work CRM, Enterprise Computing Amazon, eBay, Google are computing businesses

Exceptional Customer Care Environments

Business/IT Integration
IT Industry sees the need
Business as partner needs to respond IT wants to join the business Business needs to lead Business expertise Business language Business Metrics

Exceptional Customer Care Environments

ITIL v3 Philosophy
How will business know?
Not clearly stated in the ITIL books? Who in business will read the books? Who is delivering the message to business? Is IT being insincere?

No it is being IT

Exceptional Customer Care Environments

Will It Happen?
..that business-I.T. alignment can be a profitable endeavor has never been more evident enterprises with extremely high levels of businesstechnology alignment see a number of quantifiable benefits relative to their industry group:
12% average annual revenue growth versus 4%; 36% average annual earnings per share growth vs 7%; 6% higher earnings before (EBITDA); 4% average higher return on equity; 8% average higher return on assets; 14% greater return on investment.
The Business Technology Management Institute

Exceptional Customer Care Environments

Business/IT Integration
It will happen! When Business sees those results! Soon!!

Exceptional Customer Care Environments

Business/IT Integration
Business may not use ITIL processes Do it their way rather than ours Sooner is better

Exceptional Customer Care Environments

Integrate??
What does this imply for IT?
Sitting beside business people day-to-day Learning to speak about IT in Business language More work in ad hoc business teams Becoming a marketer or sales person Understanding business so no translations

Exceptional Customer Care Environments

ITIL v3 Behaviour
VP

CIO

Business Manager

IT
Analyst

Infrastructure

Contributor

Programmer

customers

business

Exceptional Customer Care Environments

Integrate??
Many large changes in a short time frame
Move IT people into the business
Make physical room at all levels Put them at the centre Teach them the business
Assign a mentor

Before we do.

Exceptional Customer Care Environments

Integrate??
Management must help
Create a friendly environment Human change management
Self Awareness Understanding differences Teamwork

Need to be 50/50 soft skills/technical

Exceptional Customer Care Environments

New Skills
Marketing, sales and operations people behave and think differently
Different social norms Different interaction preferences View possible solutions differently See hierarchy differently Often deal with feelings rather than facts

Exceptional Customer Care Environments

Differing Profiles
Meyers Briggs Profile Sales Mgr
Extroverted Intuitive Feeling Judging

IT
Introverted Sensing Thinking Perceiving

Exceptional Customer Care Environments

Extroverts
Focus energy on the world outside themselves Lots of people interaction Need to experience the world, lots of activity Charge batteries by being with others Ask How do I affect this?

Exceptional Customer Care Environments

Introverts
Focus energy on the world inside themselves Enjoy time by themselves Need to understand the world, time to think Charge batteries by being alone Ask How does this affect me?

Exceptional Customer Care Environments

Feeling
Empathetic, compassionate Make decisions based on what they feel is right Value empathy, harmony See exceptions to rules Appear emotional, illogical, weak

Exceptional Customer Care Environments

Thinking
Logical, objective, analytical Make decisions based on evidence, facts Value logic, justice, fairness One standard for all May appear heartless, insensitive, uncaring

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Differing Profiles
ENFJ Promote harmony, cooperation Organized, decisive Good public speakers, facilitators Natural leaders

Exceptional Customer Care Environments

Differing Profiles
ENFJ Make decisions too quickly Sometimes idealize people Dont like conflict, avoid it Take criticism personally Not always attentive to facts

Exceptional Customer Care Environments

Differing Profiles
ISTP Straightforward, honest, Pragmatic Unpretentious, understand how things work Like the impersonal, underlying principles Swayed by clear facts Quiet, reserved, Appear cool, aloof

Exceptional Customer Care Environments

Differing Profiles
ISTP Very private, leave others in the dark Dont like to share feelings, concerns Indecisive, always open to new information Need goals and serious commitments or will be cowboys

Exceptional Customer Care Environments

New skills for IT

Need more soft skills
Effective team work skills Working with different styles of people Persuasion Negotiations

Lots of self knowledge

Exceptional Customer Care Environments

What we need
Skills Programs
Self Awareness
Personal styles, others styles Meyers Briggs, Enneagrams

Emotional Quotient
Sensing our emotions Sensing others Language of feeling

NLP
Understanding the effect of language

Exceptional Customer Care Environments

Thank you
Nick de Jong
President

Service minds Inc.

416 271-8171 www.serviceminds.com