Module #1 Flashcards
What describes how all the components and activities of the organization work together as a system to enable value creation?
Service Value System (SVS)
Defined as an approach to sales and customer relations in which staff focus on helping customer meet long term needs and wants
Customer orientation
Efforts to implement customer-orientation strategies should encompass a strong training component for who?
all employees
How do you improve customer orientation
Focus on value & outcomes
What is a CVP?
Customer Value Proposition
What do these items do?
- Create a customer value prop, define expected benefits
- Map the customer and user experience journey - considering all touchpoints
- Listen to the Voice of the customer
- Lead by example
- recruit user friendly people
- treat employees well
- train and coach people and teams
- empower staff
- design for humans
- avoid silos
Create a customer oriented strategy
these are perceived as emergent and self-organizing as they are a consequence of fulfilling common goals and objectives
Organizational structures
Org structure that is hierarchical, formal lines of authority, determine power, roles and responsibilities.
Often based on areas like HR, IT, Finance, Marketing, etc.
Functional
Org structure based on markets, products, geography. Each division may have profit & loss accounting, sales, marketing, engineering, etc.
Divisional
Org structure with a grid of relationships. Pools of people who move across teams
Often have dual reporting lines (functional and product)
Can provide more speed and agility
Matrix
Org structure that has very little heirarchy.
removes decision making barriers, enabling fast decisions.
Challenging to maintain as organization grows
Flat
This role is focused on explicit support of people in their roles
Servant leader
This role focuses on the needs of the organization, not just their team.
Managers serve the people they lead by ensuring they have the right resources and support
This role is most often seen in flat, matrix, or product-focused organizations
Servant leadership
With intellectually challenging work that requires agility and high velocity, servant leadership is _______
_______than a command-and-control leadership style
more effective
Work together to produce something
aim to achieve a shared goal/objectve
requires a high level of trust
collaboration
Work together to achieve own goals
may be part of a common goal
can lead to silos
Cooperation
Collaboration or Cooperation?
has a higher potential for creative and entrepreneurial work in a complex environment - but cannot be forced
collaboration
Collaboration or Cooperation
May be an effective model for standardized work with a clear separation of duties - aligned, transparent and integrated goals and metrics help
Cooperation
What kind of task?
follow a defined process with established instructions
involve following the rules
have predictable paths, clear inputs, outputs, branches, etc - supported by established knowledge bases of predefined instructions
involved reassignment and handover between teams where needed
people may recognize improvement opportunities
Algorithmic tasks
What kind of task?
- depend on human inventiveness
- Involve learning or discovering what is needed
- need flexibility, information, knowledge, and expertise
- New insights and solutions may emerge
Heuristic tasks
Pieces of work underpinning the operation of a services or product fall into one of two types of tasks
Algorithmic or Heuristic
What kind of controls should be used?
- complex issues need to be navigated
- new solutions are required for unmet business needs
- customers would respond more positively if frontline agents have greater flexibility
Loose controls (more heuristic)
A set of responsibilities, activities, and authorizations granted to a person or team, in a specific context.
Role
A position within an organization that is assigned to a specific person.
Job
Professional ITSM Competencies
Decision making, delegating, overseeing other activities, providing incentives and motivation, and evaluating outcomes
Leader
Professional ITSM Competencies
Assigning and prioritizing tasks, record-keeping, ongoing reporting, and initiating basic improvements
Administrator
Professional ITSM Competencies
Coordinating multiple parties, maintaining communication between stakeholders, and running awareness campaigns
Coordinator/communicator
Professional ITSM Competencies
Designing and implementing work techniques, documenting procedures, consulting on processes, work analysis, and continual improvements
Methods and techniques expert
Professional ITSM Competencies
providing technical expertise and conducting expertise-based assignments
Technical experts
What are the different models of knowledge?
T shaped, Pi shaped, or comb shaped.
In the different models of knowledge, what is the top and what are the roots?
Top - broad knowledge
roots - specialism
The following is a list of _________ and _____________ needed
Communication skills market and organization knowledge management and administration Leadership skills Business and commercial skills relationship management skills Innovation skills
Skills and knowledge needed
In service management you must develop a broad set of ________ to be successful
Competencies
This can be described as a set of values that is shared by a group of people, including their ideas, beliefs, practices and expectations about how people should behave.
Culture
Made up of values, beliefs, attitudes, and behaviors
Culture
This reflects
- how people work together towards a goal
- how people interact and relate to each other
Culture
This describes what?
- it is challenging
- requires bravery, commitment, and persistence
requires ongoing and visible support from senior managers and leaders
Changing culture
What are these guidelines for?
- Articulate and continually reinforce the team vision - instill a sense of purpose
- Meet regularly - discuss problems, build relationships
- Create leaders, not managers, who lead by example and mentor others
- Encourage informal teams - encourage employees to tackle concerns themselves
- cross-train - allow understanding of how other parts of the organization work
- integrate socially - get to know people personally
- Provide feedback - proactive and constructive feedback helps teams to improve
- Promote a culture of learning - encourage people to learn new skills
Guidelines for positive team culture`
the ability for an employee or a team to comfortably work in an environment that corresponds with their own beliefs, values and needs
Cultural fit
methods to measure ____________
- Employee morale and engagement
- surveys
- Formal or unstructured meetings
- one on one meetings
- review attrition data
- staff driven metrics
Employee satisfaction
The purpose of ___________________ is to enable organization, leaders, and managers to focus on creating an effective and actionable people strategy so that the organization can achieve its mission, goals, and strategic objectives
Workforce management
Activities of __________________
Planning Recruiting Onboarding Learning & development Performance Management Succession Planning
Workforce management activities
Specific approaches for recruiting, retaining, developing, and managing employees
Workforce planning
Activities:
Understanding how human resources can be used to meet business goals
determining how many employee hours are needed for a project
identifying the skills an employee needs
understanding how employees individual skills will be utilized to ensure that the organization meets its goals and continues to improve performance
Workforce planning
Any improvement activity requires some level of?
Measurement
Why does any improvement activity require some improvement?
To identify whether the goal has been achieved - or will be achieved
to drive improvement activities and then track progress against the stated obectives
to support business decisions
to drive behaviors
to understand how the business is performing
A results based approach focuses on the ____________ of employee actions
outcomes
Benefits of a results based measuring and reporting for people
Effective for improving employees performance
motivates individuals to improve their skills and competencies
provides greater autonomy for employees
can be leveraged to increase employee satisfaction and engagement
What does this describe?
They are established during a face to face meeting
It is necessary to create a set for each org, function, team, or individual
It is important to ensure that they are measurable and documented
They need to be expressed in specific terms
Setting and measuring performance goals
What does this describe?
Ensuring that the team’s goals are aligned to the orgs goals
Begin with the teams customers and the processes the team follows
Measure both team and individual performance
Qualitative and quantitative measures are needed
measures must continue to change and evolve to ensure that there are changes in behaviors that drive continual improvement
Measuring team performance
Continual improvement
What is the vision?
Business vision, mission, goals and objectives
Continual Improvement
Where are we now?
Perform baseline assessments
Continual Improvement
Where do we want to be?
Define measurable targets
Continual Improvement
How do we get there?
Define the improvement plan
Continual Improvement
Take action
Execute improvement actions
Continual Improvement
did we get there?
Evaluate metrics and KPIs
Foundational step of continual improvement
How do we keep the momentum going?
What happens when the organization has a culture that supports, promotes, and empowers people to make improvements naturally, as part of their approach to work?
Continual Improvement
The following list are elements of what type of culture?
Transparency Managing by example Trust Active encouragement of positive behaviors Expectation of continual improvement Success oriented
Continual improvement culture
These activities provide clarity on ______________ and include artifacts and initiatives.
Pathways for how to raise an improvement idea
What happens with these ideas? They need to be reviewed and actioned.
What the decision time scales are and how is it communicated?
What the other sources of input are, including: customers, employees, business management, users, service management teams
Continual Improvement
Recognizing the intellectual and emotional needs of those with whom we interact is a sign of what?
Good human communication
Good human communication is about what?
Being efficient, responsive and professional
being effective, often through establishing positive relationships that avoid unnecessary issues and stress
recognizing the intellectual and emotional needs of those with whom we interact
Fundamental principles for ______________
Communication is a two way process we're all communication all the time timing and frequency matters there is no single method of communication that works for everyone the message is in the media
Positive/good communication
What is the term for moving work closer to its source?
Shift left
What are these describing
- Moving work closer to its source
- Combine highly interdependent tasks
- Improve the flow, efficiency, and effectiveness of work
Shift Left
This method is used to move the delivery of work toward the optimum team or person with the aim of improving lead times, resolution times, customer satisfaction and efficiency
Shift left
What are some outcomes of shift left?
- Improves the quality of work
- Improves the speed at which work is performed
- Reduces the need and cost for rework
- Requires more knowledge and skills
- Can lead to higher employee satisfaction
The following are steps for what?
Identify opportunities clarify the costs and benefits of improvement set targets set up the improvement initiative progress incrementally with feedback review outcomes
Steps to building a shift left approach
Shift left activity
Review data from a variety of sources
Identify shift left opportunities and goals
Shift left activity
Capture the data needed to support a business case and communicate expectations
Clarify the cost and benefits of improvement
Shift left activity
Define new targets based on the type of work and the goals
Set targets
Shift left activity
Decide on actions and build them into a coherent strategy, plan the work, communicate with employees and stakeholders, establish feedback channels
Set up the improvement initiative
Shift left activity
Include any of the four dimensions of service management, pilot specific tasks to leverage quick wins
Progress incrementally with feedback
Shift left activity
On a periodic basis, or when the initiative ends, identify and communicate the achieved benefits, as well as the lessons learned
Review outcomes
