Show Notes and Links: http://www.servicesphere.com/blog/2012/7/9/justifying-service-process-improvement-practitioner-radio-ep.html Show Notes: US Heat Wave Service Owner? Episode 28 Justifying the investment in ITSM improvement?! Qualitative Examples vs Quantified Proof Pink Leadership Forum 2012 (PDF Brochure) The formula for investment, is based in current REALITY What are your CURRENT COSTS for service…come on…tell me…. Pink Elephant Asia and TROYS PERSONAL MESSAGE What is the catalyst for Change? What is the strategic goal? Cobit Management Guidelines Can you quantify investment, just by cutting down on meetings? 80% of the time to fix something is finding out what happened. How long does it take a knowledge today to create? The worlds most advanced monitoring system for your network? Your customers. Risky Business, is nothing new. Made to Order (The Demand Show) The Executive Check List: • How does it benefit the business?: • Link To Strategic Goals? • Improved Productivity? • Reduction of risk of current practices? • Improved efficiencies • Return on investment? • Reduction of cost? Show Transcription: Welcome to another edition of Practitioner Radio, Pink Elephant's podcast for the IT management community. Welcome to Practitioner Radio Episode 29. Justifying this service and process improvement, Pink Elephant's podcast for the IT service management, IT management community. Hey, it's Chris Dancy, I'm here with. Troy DuMoulin. Hey Chris, how you doing? Doing good, doing good. We were just cross continental, now we're back together, we're on the state side, and everything's good? Yes, in fact, are you caught up in this heatwave? Like, we're getting extraordinary temperatures here, up in Canada. Fucking, I mean, 40 Celsius, so that's got to be like 90 something Fahrenheit. And we have record breaking temperatures all over the country, as you know, Colorado is ablaze as we speak, I can add you know, is it affecting you? And I'm like, well, you can actually see the fire from like different parts, and they're like, how is that possible, i'm like, well, mountains are vast. Well yeah. I can actually see it. I was going to ask you, because I've had several Pinkers are connected in Denver as well, as you know. Yeah, we've, there's a big Pink family here in Denver, in Colorado. Well, best of fortune with that. I know that it's starting to get under control so that's good. Yeah, so it'll all sort itself out. Episode twenty-eight seems to be wildly popular with people. People enjoy the idea of a service owner. I know I've been using it in my daily work, but today we're actually going to take on something a little bit along same lines but basically justifying service and process improvement we've got executive checklists, a bunch of other things we're going to talk about. To get things moving along here, justifying That's a big word, I mean, we'd almost need to look that up. Why should I do this, Chris? Why should I spend the money? Why would I even bother changing anything? You know? that's the key question, we get that often, why should we entertain anything different then we're doing today. You gonna have to have decent answers for that. Eventually if you are in this business and you're espousing improvement of any kind, you've got to show some justification for it. Right, some return on investment, some productivity lift, efficiency gain, use whatever buzz word you want, you've got to show that tomorrow will be better than today, somehow. Oh yeah, I think that whole concept as far as I'm concerned has really started out with "Annie". Sun will come out tomorrow. See now you're singing, last time I sung. Alright, so this comes on I think a couple of different levels. We've learned over our 29 this a practice of getting and buying at all different levels looking at a service organization service management office.. we talked about the idea of never use the word outsourcing and partnering and but justifying and getting It's a big deal, because you really need to make, I would think different types of justifications, so almost like views on a service catalogs you would need views on justification. And some people are fine with qualitative examples some people are not they need quantified proof, right, show me then the numbers, the analysis, the data. So you've got to be able to come up with both the fuzzy, warm, and scenario-based, qualitative examples, but also really got to get to the point you can get some quantified data going too. So that's depending on your personality. The overly qualified consultants over a pink .And, by the way, good luck. We'll talk before your event in Arizona. Are you guys ever when you come in To help an organization, are you guys ever asked, help us justify this? Oh, absolutely, absolutely, in fact, it's this kind of viewpoint, you guys have been doing this for a long in time so you'll be able to tell me what's the ROI, the ret

• published: 10 Jul 2012
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• published: 25 Jul 2012
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