Module #1 Flashcards by John Krogh

What describes how all the components and activities of the organization work together as a system to enable value creation?

Service Value System (SVS)

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Defined as an approach to sales and customer relations in which staff focus on helping customer meet long term needs and wants

Customer orientation

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Efforts to implement customer-orientation strategies should encompass a strong training component for who?

all employees

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How do you improve customer orientation

Focus on value & outcomes

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What is a CVP?

Customer Value Proposition

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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

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these are perceived as emergent and self-organizing as they are a consequence of fulfilling common goals and objectives

Organizational structures

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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

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Org structure based on markets, products, geography. Each division may have profit & loss accounting, sales, marketing, engineering, etc.

Divisional

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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

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Org structure that has very little heirarchy.
removes decision making barriers, enabling fast decisions.
Challenging to maintain as organization grows

Flat

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This role is focused on explicit support of people in their roles

Servant leader

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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

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With intellectually challenging work that requires agility and high velocity, servant leadership is _______
_______than a command-and-control leadership style

more effective

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Work together to produce something
aim to achieve a shared goal/objectve
requires a high level of trust

collaboration

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Work together to achieve own goals
may be part of a common goal
can lead to silos

Cooperation

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Collaboration or Cooperation?

has a higher potential for creative and entrepreneurial work in a complex environment - but cannot be forced

collaboration

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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

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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

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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

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Pieces of work underpinning the operation of a services or product fall into one of two types of tasks

Algorithmic or Heuristic

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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)

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

Role

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A position within an organization that is assigned to a specific person.

Job

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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