Guest: Gary Case Pink Elephant
Gary’s thunderbolt tip of the day: Whenever you’re doing major incident review and root cause analysis it should never be about pointing fingers or placing blame – it will kill effectiveness of process. It should be about how can we improve and how can we deliver better value out to our customers.
Service Management the Evolution – lots of people didn’t know about the history. Good feedback
Colorado - mini Pink office. Anointed as heart of US Service Management movement
Difference between major incident review and root cause analysis around problem management
After a major incident is resolved you get together as a team and ask questions “what did we do well/not do well?” “what can we learn for future incidents?”
Sometimes there’s issue with people worried about even declaring something a major incident
Should a major incident be logged as a problem?
Problem is anything significant that has impacted the organisation’s ability to achieve outcomes – could be a single significant event OR a recurring incident (i.e. underlying problem causes incidents)
If you’re going to define a problem it should be a conscious decision against criteria
Problem management should be the simplest process to implement
If culture is ‘we don’t like problems’ people will be reluctant to do problem management properly
The investigation is about root cause analysis
Seen people change an incident to a problem just to get more time
Problem management is part of CSI (step 5, analysis)
Like Rob England’s Standard+Case – problem management like case management is not linear
Are there people who are natural problem solvers / investigators?
Learning styles and information gathering skills play big part of who should be doing this
Problem management often needs to be a whole-brain activity – some are more attuned
People sometimes resist answering certain questions because they don’t welcome visibility – flashlight being shone around
How will culture evolve so that people don’t mind the light?
Base decisions on data, make sure you have the correct data
Governance is needed and on going communication to explain why data is needed
No longer can just say ‘Trust Me’
Once door is open / light is on something has to be done differently – can’t hide any more
What can a mature organisation do? Ensure people are allocated appropriate amount of time for root cause analysis
Immature orgs: step back and start defining what the definitions are, trend reports, identify one or two problems to try the process and as proof of concept
Gary’s Thunderbolt Tip of the Day: Whenever you’re doing major incident review and root cause analysis it should never be about pointing fingers or placing blame – it will kill effectiveness of process. It should be about how can we improve and how can we deliver better value out to our customers.# vimeo.com/67727049 Uploaded
show notes with links: servicesphere.com/blog/2013/5/10/practitioner-radio-episode-42.html
Guest: Rae Garrett, Principal Consultant, Pink13
Rae Garrett’s thunderbolt tip of the day: remember you are going to make change contagious. The people who do the work know the answers about what has to be improved. When they decide the change is a good one they’re going to keep the momentum going the change will be a reality.
Ultimate Answer to Life the Universe and Everything: summon Rae Garrett!
Rae’s role – teach people to become change agents and become empowered. Teaching leadership.
First show talking about creating change agents
Key things people need to think about: nobody likes to be told what to think or what they’re going to change, if we expect people to embrace change make sure it’s their idea and we’re empowering them to do it themselves
Are some people just not going to change? Troy – Western cultures can be more individualistic, some other cultures are more group orientated
A change agent sets out to make an improvement and has to convince others it’s a good idea
Usually people are different in home life than their work life
Change agent needs to believe in the change to have any hope of inspiring belief in others
If there is an influential peer group leader you have to get them on the team – respect and act upon their concerns - Change leader may have to compromise to get this person on board
Don’t always need the whole win straight away
Awareness requires only that we pay attention and see things as they are, it doesn’t require that we change anything. There is a role for mindful contemplation
How do we know what’s best for everyone?
Barbara Coloroso – in parenting models extremes are not good (too unbending or too permissive)
Key is creating a vision that’s inspiring enough that people do want to follow you
Continually improving cycle
Piaget said you have to help people get to disequilibrium then to get past that
Key influencers can help get those who don’t believe they can make a difference on board
Hardest thing can be unlocking the attachment to the past
1% rule – 1% of people online are change agents, 9% are influencers, 90% are observers
Identifying those who are more impactful – what if you have no relationship with them? Figure out your platform – may be a middle-man or extra step needed to get to them
Have to get a spectrum of people. Have to do stakeholder mapping – who plays what role
Rae case study: company had a lot of upper leadership going to meetings, had to convince them they had to have the people who actually do the work in the meetings – they have the answers
Go to the source of the thing you’re trying to change
Rae Garrett’s thunderbolt tip of the day: remember you are going to make change contagious. The people who do the work know the answers about what has to be improved. When they decide the change is a good one they’re going to keep the momentum going the change will be a reality.# vimeo.com/66059195 Uploaded
Troy’s Ready-to-Ship Thunder Bolt Tip of The Day: consider using an agile scrum methodology to achieve your continual service improvement goals, especially when you’re after incremental improvement
Pink-washed: overwhelmed, fun
Scrum in 10 minutes (CHRIS HAS VIDEO)
Scrum is a development methodology
Agile is a principle in product development that looks at short sprints to get small packages print or production ready vs looking at a whole project all at once
TLC told us in the 90’s - don’t go chasing Waterfalls!
Prince2 says check back every big block but Scrum focuses on even smaller sets of tasks – sprints and releases
Figure out your release then evaluate
User stories drive product backlog and wish list
Daily meetings – Kanban /scrum meetings
Easier to measure success - quantifiable
Focus on value – outcome for customer. What have you done for me lately?
Prioritise tasks by customer need / pains
Voice of customer is not usually a natural skill for IT people
Assessment and recommendations should be written with customer in mind
Look at short term, mid-term and long term releases
Transformation is very different to incremental improvement – transformation is about fast, over-arching change, whereas incremental improvement is about getting better by making small changes
Design, build & deploy in pieces rather than all at once
Suits our ‘distracted’ society. We’re all in constant change
Different people suit different methodologies – not necessarily either / or
A sprinty spark (or a sparky sprint) can get you moving
If it’s not about the customer it’s a waste of money
See book Run, Go, Transform
Dev and Ops aren’t used to thinking about end customer value – more asset optimisation
Could apply Scrum to personal human objectives
Do we consider ourselves when putting customer first?
Moving the family across the country is a transformation – moving schools, new house, address changes, insurance, jobs etc everything pretty much has to be done all at once. It would be possible to do it incrementally but it would take a lot longer. Some things are not suited to scrum approach.
Scrum is good when you have little budget – make small changes you can do yourself, bit by bit, build momentum as it proves value and get buy in
Troy’s Thunderbolt ready-to-ship Tip of The Day: consider using an agile scrum methodology to achieve your continual service improvement goals, especially when you’re after incremental improvement# vimeo.com/63641694 Uploaded
Live from Pink13: Service Orchestration - Practitioner Radio Episode 39
Troy’s Thunder Bolt Tip of The Day: Have to understand the larger system of generating value
Recorded in front of a live audience at Pink13
PR - 19hours of audio!
‘Outcome Leasing’ is happening
Need harmony between suppliers
Even Enterprise Architecture is struggling
Is information actually used?
Essentials for an orchestra: 1 conductor 2 a common score
Conductor must understand the full score
Not everyone has to be involved in writing score
Who is the conductor?
Don’t blame the supplier when you haven’t got a common score
Not likely to get this right first time
Orchestras within orchestras but no-one wants responsibility for the entire picture
Must be built for change
Value Chain is another 'score'
Operating model is the score at a Management Practice level
SMO has to be broad thinking
Systems thinking essential – everything is related to everything
For most this is too challenging – stems from Industrial Revolution / task specialisation
CMDB is different now – it’s a system diagram of relationships
Number 1 issue is lack of systems thinking
Fixing the bigger problem creates the value
No-one is managing above the domain level
Without a common score and conductor you won’t make music anyone wants to hear
And the band played on…# vimeo.com/60747507 Uploaded
show notes with links: servicesphere.com/blog/2013/1/28/practitioner-radio-episode-38-pink13-preview-show.html
Guest: George Spalding, Pink Elephant
Chris’ Trivia: what happened this day in January 2011?
Pink11 video went viral – social media
Episode 22 recorded at Pink12 was 2nd most listened to ever
Practitioner Radio Ep39 will be recorded live at Pink13 on 18th Feb – Grand Ballroom, 7.30am
Attendance this year looking good
Social media: @theITILexperts also @Pink_13 for live updates
Hashtag #Pink13 for all tweets
Streaming keynote sessions live!
Increase of HE and government organisations attending
Re-invent for new generation
Different speed tracks needed
Pink getting into training on frameworks
Reasons for attending change year to year
IT is still trying to do more with less – EFFICIENCY
Heroism doesn’t scale well!
Accommodating wi-fi for multiple devices
Can you really be in two places at once and take it in?
Adapting events to the multi-tasking, multi-device era
Bobble heads are back!
George’s Thunderbolt Tip of the Day: Pink13 – be there or be square!# vimeo.com/58442757 Uploaded
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