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Category: ITIL

Making IT Work episode 10: The Agile Mindset

If 2020 has taught us anything it is that We don’t know what we don’t know.

Welcome to the world of Agile. This year has offered the world the opportunity to learn the most important mindset lessons from Agile: listening, collaboration, progress toward solutions not fixed results.

The Agile Mindset is not limited to programming but should inform the culture of the entire business as Patrick von Schlag makes clear in this episode of Making IT Work: The Agile Mindset.

For another look at Agile please see The Great Convergence

Making IT Work episode 8 Customer Journeys: Onboarding

Making IT Work episode 8 Customer Journeys: Onboarding

Successful Onboarding starts in the previous Agree Phase of the Customers Journey. A clear chain of responsibility, whether a standard routine or a complete migration, needs a coherent process for both security and efficacy.

Minimizing risks and obtaining optimum outcomes  in all 4 dimensions is the goal. Using communication channels proficiently and wisely reduces anxiety, minimizes work disruption, and helps new processes integrate with better goodwill.

Patrick von Schlag introduces the opportunities and pitfalls to onboarding in this week’s Making IT Work.

To see the rest of the Customer Journey please watch these episodes:

Making IT Work Customer Journeys: Offer part 1 and Offer part

Making IT Work Customer Journeys: Engage Relationships

Making IT Work Customer Journeys: Explore and Engage  and Agree

Making IT Work episode 7 Customer Journeys: Agree

Making IT Work episode 7 Customer Journeys: Agree

Now that an offer has been determined, it is time to come to a formal agreement. We have clear expectations, the development of trust, and exploration of roles for all parties; establishing the formal agreement has specific steps to provide both customers and service providers with the “Best Value.”

In addition to determining the right levels of Utility, Warranty and cost, there might be other security, regulatory or business specific requirements that must be met. This episode provides a nice summary of the most important pieces to review before finalizing an agreement.

Making IT Work episode 7 Customer Journeys: Agree

To see the rest of the Customer Journey please watch these episodes:

Making IT Work Customer Journeys: Offer part 1 and Offer part 2

Making IT Work Customer Journeys: Engage Relationships

Making IT Work Customer Journeys: Explore and Engage 

 

Making IT Work episode 6 Customer Journeys: Offer part 2

Cost justified, competitive bids result from understanding both our customers and our own costs, capabilities, and services.  What sounds like a confusing flood of information is laid into a coherent development plan walking you through  service blueprinting, service interaction and bidding.

In this episode Patrick von Schlag takes a high-level viewpoint to discuss how Best Practice frameworks  impact the design of service offerings and structure bid development.  Among the components discussed are the

LEAN principles of the Value Proposition, cost and risks, and mapping value streams;

Agile development options, bottle necks, weakest links,  MVP, iterative solutions, capabilities, enablers, feedback loops and the benefits of a pull versus push system;

Dev-Ops AB testing, canary releases and the new

ITIL 4 High Velocity IT principles integrating Design Thinking to improve customer experience and outcomes.

Customer Journeys: Offer part 2

Making IT Work episode 5 Customer Journeys: Offer

In the next leg of our Customer Journey: Offer  the customer and provider have gotten to know each other’s capabilities and needs as well as built sufficient trust to move forward toward working together. What should be written into their businesses cases to demonstrate and optimize the value of working together? What is a minimum viable product? What techniques can be used to explore and clarify what the customer needs from a service use perspective rather than a system? Patrick also provides a clear explanation and use of the acronyms: INVEST, MOSCOW, and WSJF. Please join us for Customer Journey: Offer.

Making IT Work Customer Journeys: Engage Relationships

What are the types of Service Relationships and what needs to be evaluated to establish, develop, and build an effective and mutually beneficial long-term relationship between customers and suppliers. Everyone benefits when a long-term relationship is built on clear understandings of needs and capabilities. Patrick von Schlag explores both the types of relationships and how strong profitable relationships can be developed in this episode of Making IT Work Customer Journey.