The introduction of ITIL4 last year resulted in a new way of looking at value driven service management, which in turn led to new approaches for conveying the core message. One of them is the MarsLander gamification solution of GamingWorks. Due to the COVID-19 situation and restrictions, this business simulation game was reworked to be accessible remotely.
So now you can experience what agile service management is all about from the confinement of your professional bubble. And that’s what we did at CTG: in a two-hour session, the attendees learned what is needed to identify value, how to prioritize work and select the best candidate to enable value.
The exercise also revealed that the guidance of ITIL4 provided a huge benefit. Not because it gave them all the answers, but because it showed the path towards value creation as a team. So how did we transform from silo driven, highly competent, ‘personal target’ focused employees to a value driven highly competent team?
• Each role provided a view on value, so everybody got a shared understanding of the value targets; • All demands (issues, requests, improvements, sales opportunities..) were shared and visualized, so the prioritization discussion was based on all available opportunities; • Everyone should be proactive in sharing what they can and can’t do; • Using a visualization method like a Kanban board is a necessity, and it needs to be up-to-date all the time. It becomes the common ‘window of truth’; • A common understanding is required to take decisions as a team. Hence, everyone should use a common language and terminology understandable by all roles. The further we got in the workshop, the more it resembled actual business talk. Words like ‘company image’, ‘stakeholder value’ and ‘risk mitigation to maximize satisfaction’ were used, even by the system engineer.
The main take-away for all participants was that collaboration requires sharing of all relevant information. This is one of the core guiding principles of ITIL4 ‘Collaborate & Promote visibility’. It is not about feeling vulnerable; it is about missing the opportunity to be the best version as a team.
Finally, the team realized that improvements come as iterative end-to-end improvements: ‘Progress iteratively with feedback’. This new ‘agile’ way of working embedded into ITIL4 will not be easy to adopt. Service and other managers will also need to develop skills to help coach and facilitate teams in these new behaviours.
If you are interested in reaching the best version of your service team, and want to discover how we can help your organization, have a look at https://training.ctg.com/ or contact Michaël Pilaeten, Learning & Development Manager ([email protected]).
Principal ITSM Consultant
CTG Belgium Senior ITSM Consultant, Eddy Peters, is a Service Management expert with plus 25 years experience in various IT positions, from support functions to consultancy and from commercial support to managerial positions.