5. Management of Change

Most IT projects are focused on delivering hardware, software
and related services to the IT customers. When we introduce IT
Service Management projects in organizations, we are actually
introducing new working methods, which require different behaviors.
Behavioral change projects are often influenced by the level of
acceptance or level of resistance. It requires staff to be willing
to change and spend time on that. This often results in changing
deadlines, benchmarks, moving targets and other variables that
project managers loath… but the project needs to have the commitment
from the organization, which is not always easy to get.

To support organizations we have developed three packages:

A – We provide you with information that you can use:

• Books that have the information you need (for instance John Kotter, Leading Change)
• A workshop aimed at taking away bad behaviours. This workshop is based on the ABC of ICT card game.

B – Apollo 13 and management of change

• Sidebar: Apollo 13 shows how to apply ITSM best practices realizing: ‘lower cost of ownership’; ‘the ability to do more with less’; ‘increasing reliability, availability and continuity’; and ‘improving customer satisfaction’. These are the measured Key Performance Indicators in Apollo and they are the types of indicators that CIOs must acknowledge in their own company. Apollo shows you how.

What do you want to achieve with an ITSM simulation? Do you want a “fun” event? Do you want to be entertained? Or do you want your staff and management to understand how they can improve in a fun and entertaining way? If you asked yourself the last question - let us help you with the Apollo 13 simulation. We use the Apollo 13 simulation as a way to show people what changing behavior can mean for organizations.
Apollo 13 is an ITSM simulation for IT organizations, aimed at determing specific outcomes for the business with a focus on Continual Service Improvement. This program shows how Apollo 13 – An ITSM case experience, can be used to support the deployment of the ITSM program and how Apollo 13 will help identify success and failure factors in establishing the outcomes.
Apollo 13 Simulation session will add value by:

• enabling the Leadership team to communicate the ITSM program outcomes to all IT employees at the start of each session;
• allowing participants from different departments or ‘Silos’ to work in a team building exercise showcasing the ITSM program outcomes within a business simulation environment;
• letting participants assess and identify ‘gaps’ and ‘weaknesses’ in their existing capabilities which would typically prevent them from realizing their outcomes;
  
• letting participants experience how to improve their own capabilities and use best practice ITSM processes to comprehend business outcomes;
• showing participants how they can apply CSI principals to improve their own work, and develop maturity and capability;
• challenging participants with their own behaviour and showing them how it's a barrier or enabler for realizing outcomes;
• allowing participants to feel the need for personal ownership, responsibility and accountability of tasks/roles, in order to realize outcomes;
• capturing recognized barriers that need to be removed and suggesting improvements to ensure clients capabilities are improved.

C – Management of Change
This package not only uses the Apollo 13 simulation and the ABC of ICT card game, but it takes it one step further. Our Management of Change consultants will assess the current readiness of your organization and help in defining a communication and training strategy designed to get the most out of your organization. We will support the organization and management on how to manage change.