ITIL 4 - Create, Support, and Deliver

ownership and action

Change requires this as a united team. This is made easier with good leadership and supportive management

Communication Evaluation Persuasion Leadership Decisions Trust Disagreement Scheduling

Characteristics of Culture

Service Management Skills and Knowledge

Communication Relationship management business and commercial skills leadership market and org knowledge management and admin skills developing innovation

Fundamental Communication Principles

Communication is a two-way process. We are all communicating all the time. Timing and frequency matter. No single method works for everyone. The message is in the medium.

Employee Satisfaction Surveys

1. Can measure many attributes including leadership, culture, morale, organizational climate, organizational structure, and job activities. 2. It is sometimes useful to manage these via a third party to maintain confidentiality. 3. These should be used to baseline their current satisfaction levels and to identify actions that will increase their commitment and trust.

Successful Organizational Culture traits

1. Teams understand both how they work and where their work fits within the context of the organization's mission, goals, principles, vision, and values. 2. Team members define their team's rules and principles within the company's overall culture. 3. Teams must ensure they have the information needed to successfully perform their roles in support of any agreed strategy. 4. Team members should understand that a high percentage of the problems they face as a team will relate to how they interact and relate to each other. The team's challenge is to remove the barriers to success.

Common approaches for Agile or Resilient Structures

1. The faster and more flexible allocation of resources to new or more important tasks or 2. Permanent, simple multi-competent teams that are assigned to work exclusively on a product

service mindset

A ________ _______ includes shared principles that drive an organization's behavior and define their attitude toward the relationships affected by a service. It is an outlook that focuses on creating customer value, loyalty, and trust.

workforce planning strategy

A good _________ ________ ________ should identify the roles, together with the knowledge, skills, abilities, and attitudes associated with them, that keep an organization functioning.

role

A set of responsibilities, activities, and authorizations granted to a person or team, in a specific context

Planning Succession Planning Recruitment Performance measurement Onboarding Learning and development

Activities focused on successfully engaging with the org's employees and resources.

one competency

Although a clear focus on this creates deeper understanding, it can be dangerous to have only one area of expertise.

Customer orientation

An approach to sales and customer relations is which staff focus on helping customers to meet their long-term needs and wants

T-Shaped

An expert in one area who is also knowledgeable in other areas

PI-SHAPED

An expert or near-expert in two areas and knowledgeable in other areas

customer experience.

An organization with Service Empathy and a Service Mindset aims to go beyond simply providing a product or service, it wants to create a positive impression on the customer. To do this, an organization has to understand and improve what?

generic business and management competencies

As the technology industry moves closer to becoming a mainstream business function, these will increasingly become compulsory requirements for IT and technology roles.

Administrator (A)

Assigning and prioritizing tasks, record-keeping, ongoing reporting, and initiating basic improvements

Divisional Structure

Based on markets, products, geography, etc Each division may have profit and loss accounting, sales, marketing, engineering, etc.

1. Focus on value by considering customer needs and expectations. 2. Every customer is unique and has specific needs. 3. The service, product, or maintenance process should be linked to the customer needs.

Considerations for Improving Customer Orientation

Coordinator/Communicator (C)

Coordinating multiple parties, maintaining communications between stakeholders, and running awareness campaigns C Methods and Techniques

creation, delivery, and support of products and services

Culture is a critical factor in....?

human actions

Culture makes these predictable

Leader (L)

Decision-making, delegating, overseeing other activities, providing incentives and motivation, and evaluating outcomes

Methods and Techniques (M)

Designing and implementing work techniques, documenting procedures, consulting on processes, work analysis, and continual improvement

Call to Action

Employees need to know their comments will be acted upon.

Confidentiality

Employees should feel able to speak their minds without fear of negative consequences.

Industry competency models

European e-Competence Framework (e-CF) Skills Framework for the Information Age (SFIA) Can be used to detail the requirements and to plan professional development

organization and social system

Every ____________ and ______ _______ has a culture

Types of Organizational Structures

Functional Divisional Matrix Flat

content and tone

Good communication requires people to be flexible enough to use appropriate _______ ___ ____ to achieve the desired objective.

Matrix

Grid of relationships Pools of people who move across teams Often has dual reporting lines (e.g. functional and product)

Differentiating Characteristics of Organizational Structures

Grouping/Teaming Criteria Location Relationships with Value Streams Team members' responsibility and authority Sourcing of compentencies

Vision Meetings Create Leaders Informal Teams Cross-train Integrate socially Provide Feedback Promote Learning

Guidelines for Developing and Nurturing a Good Team Culture

Functional Structure

Hierarchical, formal lines of authority determine power, roles, and responsibilities Often based on functional areas like HR, IT, finance, marketing, etc.

functional and hierachical

Historically, organizational structures have been like this in nature, with military-style lines of command and control.

Support and understanding

Honest feedback will only be given when employees trust their managers to respond reasonably and with this.

observing anticipating acting on

In a customer-oriented org, what are the three things that should be done for the wishes and needs of the customer.

heuristic situations

In these new insights and solutions will frequently emerge during a project.

Servant style of leadership

Inspires individuals to collaborate with the leader to become more cohesive and productive.

team culture

It is possible to grow and evolve this over time. First, this requires identifying the current and deciding what the desired future outcome is.

Advice to develop a broad set of competencies

Job descriptions that clarify non-tech requirements Recruitment and onboarding skills Recognize non - IT experience Reflect and reward Opportunities for training and development Continuing professional development programs (CPD) Encourage new ideas, tools, and ways of working Manage models and schemes to develop and recognize levels of competency Hybrid role-based and competency-based models

1. Complex issues need to be navigated 2. New solutions are required for unmet business needs 3. Customers would respond more positively if frontline agents had greater flexibility

Loose controls should be applied when?

satisfying and retaining customers

Management and employees align their individual and team objectives around this in a customer oriented organization

support (leadership)

Managers are there to _______ the people working for them by ensuring they have the relevant resources and organizational _______ to accomplish their tasks.

organization (leadership)

Managers should meet the needs of the ___________ first and foremost, not just the needs of their individual teams.

opportunities for input and enhancement

Many companies benefit from the provision of this from the employee performing a specific task, even in situations where an algorithmic approach prevails.

single role

May be contributed to by several people

single person

May, as a part of their job, fulfill many different roles.

major cultural challenges

Organizational structure changes should be managed carefully because they can cause _____ ________ __________ within the organization if handled badly.

question issues and suggest improvements

People need to do this. They also need to be able to see a situation from different perspectives and to react quickly to negate potential issues.

customer-oriented organization

Places customer satisfaction at the core of its business decisions.

Technical Expert (T)

Providing technical (IT) expertise and conducting expertise-based assignments

competence and effectiveness

Some people are naturally better communicators than others. Regardless, every stakeholder needs to achieve a basic level of this in communicating.

Cooperation important for

Standardized work with a clear separation of duties, especially where people from multiple organizations are working together.

Create a value proposition that sells the organization and its services Map the customer and user experience journeys Recruit user-friendly individuals Treat employees well Train individuals and teams Lead by example Listen to the customer Empower staff Avoid a silo mentality Design for humans

Steps to become customer-oriented

COMB-SHAPED INDIVIDUAL

Strong in more than two areas and knowledgeable in other areas

Tools for implementing Change

The ITIL guiding principles and the Continual Improvement Model can be what?

Cultural Fit

The ability of an employee or a team to work comfortably in an environment that corresponds with their own beliefs, values, and needs.

Service Empathy

The ability to recognize, understand, predict, and project the interests, needs, intentions, and experience of another party to establish, maintain, and improve the service relationship is called?

regular attention

The challenge with continual improvement is that it does not happen by itself, or simply because there is a process or workflow defined for it, or because there is an improvement register in place. It needs this....

ability to execute

The impact of current and future vacancies on the org's _______ __ _______ often goes unrecognized

critical to the success of a service relationship.

The need for everyone involved in the provision and consumption of a service to act responsibly, consider the interests of others, and focus on the agreed service outcomes

Workforce and Talent Management

The purpose of this practice is to ensure the organization has the right people with the appropriate skills and knowledge, and in the correct roles to support its business objectives.

Employee Satisfaction Management

The true potential of an organization can only be realized when the productivity of individuals and teams are aligned, and their activities are integrated to achieve the goals of the organization.

Human interaction and communication

There are areas where technology can achieve results that humans never could. These are where real people still stand apart, ahead of the machines.

heuristic work

There cannot be a process or work instruction for every situation, so employees can add value through inventive and responsive what?

time

There is also a tendency to allocate insufficient ____ to the implementation of strategy.

business competencies

There is now an expectation that professionals in IT and Service Management will possess a wider range of these supported by demonstrable skills, experience, and qualifications.

ITIL guiding principles and Continual Improvement Model

These can be very useful tools for implementing a change in culture.

Traditional roles in IT and Technology

These followed specific technical competencies. These were clearly defined, were situated within the development and operational areas.

Individuals and organizational Structures

These interact with information and technology, participate in value streams and processes, and work with partners and suppliers.

Collaboration frameworks

These should be used to capture, refine, and reuse any knowledge acquired. It may even be possible to move some heuristic tasks into the algorithmic domain.

Customer-oriented strategies

These should encompass a training component for all employees.

Culture

This can be described as a set of values that are shared by a group of people, including their ideas, beliefs, and practices, as well as their expectations with regard to how individuals within the group should behave.

Employee's morale and engagement

This can influence their productivity and retention, as well as customer satisfaction and loyalty

heuristic task

This depends on human inventiveness and involves enabling a person to discover or learn something for themselves.

Good communication

This ensures plans are followed and do not fail due to missed or mixed messages, inadequate information, or unclear and contradictory expectations.

algorithmic task

This involves a person following a defined process that consistently follows a set of established instructions until the work is concluded.

Effective human communication

This is enhanced by establishing positive relationships that avoid unnecessary issues and stress, and it can form the basis for the successful delivery of services.

Servant Leadership

This is focused on the explicit support of people in their roles. This approach can be applied to any organizational structure.

Diverse approach

This supports good culture because it allows the team or organization to see their work from a broader perspective. Each person brings their unique combination of experience, perspective, skills, and knowledge to the team.

Confidentiality Support and understanding Call to action

Three important factors for Employee Satisfaction Management

organizational structures

To adapt to more flexible and responsive ways of working, such as Agile and DevOps, many organizations have adjusted their __________ _________.

competency profile

Understanding this helps to: Identify the best candidates (or groups) to perform the role Identify gaps and plan the professional development of team members Define requirements to newcomers and create job and role descriptions Align the organization's Workforce and Talent Management practice with industry competency models and professional development programs

Flat

Very little hierachy Removes decision-making barriers, enabling fast decisions Challenging to maintain as the org grows

Service Request

What is a " formal request from a user for information to be provided."

Change in culture

What requires ownership and action as a united team. This is a lot easier with good leadership and supportive management.

Bias

When hiring for cultural fit, it is important to be aware of ____. It is human nature to gravitate toward like-minded individuals with a similar personality or beliefs.

employees

Who are enabled to improve overall outcomes?

Team members (culture)

Who defines their team's rules and principles within the company's overall culture and must ensure they have the information needed to successfully perform their roles in support of any agreed strategy?

Collaboration

Working with others to achieve common shared goals

Cooperation

Working with others to achieve your own goals

Service Relationships

________ ___________ require many and varied interactions between individuals and groups both within and between organizations.

job

a position within and org that is assigned to a specific person.

Collaboration is useful for

creative and entrepreneurial work in a complex environment and is typically used in start-ups because the shared idea of the organization's mission unites individuals and inspires them to work closely together.

The new workplace

requires greater flexibility and the ability to constantly adapt to new requirements and technologies. In IT and service management, this involves a wider definition of skills, competencies, and areas of work.

Workforce planning should address

the emerging tech, leadership, and org changes required to progress the org's growth and success.

Workforce planning involves

understanding how employees can be used to meet an org's business goals.

management tool

understanding of culture is a useful what?