SCENE 2, MIDMORNING, FADE IN:
Frustrated, IT sits down, mumbling under its breath.
IT: Huh?! what do you expect me to have a crystal ball?
Doctor: What’s that I can’t hear you; what’s wrong?
(IT speaks up)
IT: I don’t understand what they want me to do. How was I supposed to know? I am really tired of people getting mad at me for something I can’t control.
Doctor: Well, that does seem a bit unreasonable.
IT: For the past three months they have wanted me to make golf balls, now they decide that they want me to make baseballs instead. What are they thinking? It’s so frustrating.
Doctor: Wow, I can really understand why you would feel that way.
IT: Ptss. Damned if you do, damned if you don’t.
Doctor: Is there another way that you can approach them? Maybe with sincerity, compassion, and understanding?
IT: What are you suggesting, that I should empathize with their perspective?
Doctor: Well yes, but how about shifting the way that you see things as well.
IT: Hmm. Like a new perspective?
Doctor: Yes, like a new perspective.
END OF SCENE 2
THE BARKING BUSINESS
Do you want to know what you don’t know? When CIO’s sit on Santa’s lap this is what they wish for. Well, maybe more budget or weekends and nights off or… You get the idea. But no matter how you cut it, this is quite a lofty desire. Fortunately, with today’s technology, getting visibility into the unknown is not only doable, but critically needed to manage IT and support the business while maintaining focus on top priorities.
THE CHANGE MANAGEMENT CASE STUDY
Gartner attributes approximately 80% of downtime to failed changes. Knowing this, our primary focus should not be one of process, but rather one of visibility and decision empowerment. Not having visibility into change dependencies or risks, nor the associated impact prevents organizations from successfully making risk-lowering, accurate, and responsible change decisions. How can you make good decisions about change if you don’t have 20/20 visibility?
Let’s think about this for a minute. What would your recommendation be for a customer with the following characteristics?
|Customer Demographics:||A very large financial organization|
|Current Tools:||BMC Remedy ITSM with Atrium|
|Current State:||Processes have been defined in BMC Remedy. Customer has some discovery, but is not using the data.|
|Business Problem:||A series of failed changes has led the Business to require the IT team to implement new procedures and make radical changes to their Service Desk. These requests happen often causing increased operational expense and degraded processes.|
Recommendation: Increase the customer’s visibility into the current state and objective risk of their current and future change environment.
At Intact we have had the opportunity to help customers with the same or similar profile than the one above. Based on our experience and after understanding the customers needs we have adopted a new approach to help the customers better understand their environments and gain the businesses trust back.
Our Solution: The Visible Impact Solution (described here) consisting of BMC Remedy, BMC Atrium, HP Release Control (part of the HP IT Change Management Suite) and Universal Discovery.
– Improved change visibility
– Improved change auditing
– Improved understanding of potential change effects
– Improved relationship with the business
Lesson learned: Increasing your visibility into the potential impact and risks of change will not only help you make better decisions but will help you build a strong trust based relationship with the business.
If communication is at the root of most IT/business issues (see my last blog post) then trust is in the soil that holds and nourishes those roots. Without trust, communication falls on deaf ears.
“People, Process, and Technology” are no longer enough. Trust, communication, integrity, and compassion are some of the areas we should focus on as these are the areas that will lead us to success and transformation.
For my next blog post, I will focus on advanced analytics and how this will help make better decisions about all aspects of change and how better change success will lead to more Business/IT trust.