Move from Firefighter to Reliable Operator
Transform from reactive to proactive.
RETIRED CONTENT
Please note that the content on this page is retired. This content is not maintained and may contain information or links that are out of date.Remaining in a firefighting state means that IT:
- Suffers from loss of productivity, high turnover, low engagement, and the perception that IT adds very little strategic value to the business.
- Can’t gain control of their operations, deliver acceptable levels of service to the business, or sustain stability for infrastructure, applications, or staff.
Moving to a proactive state means IT can:
- Drastically reduce the number of fires and incidents within the IT department.
- Reduce effort and time spent on managing repeatable incidents and problems.
- Decrease costs associated with operating, maintaining, and implementing services.
- Establish repeatable processes for key aspects of service management.
- Improve the quality of service delivered to the business.
- Improve its image within the organization.
- Increase morale and reduce attrition among IT employees.
- Lessen resolution time for incidents and problems and achieve higher satisfaction with the result.
Book Your Workshop
Onsite Workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn’t enough, we offer low-cost onsite delivery of our Project Workshops. We take you through every phase of your project and ensure that you have a road map in place to complete your project successfully.
Module 1: Assess the Current State
The Purpose
- Assess your service management process maturity and whether the project is the right fit.
Key Benefits Achieved
- Defined service management maturity level.
- Identified gaps between current state and target state.
| Activities: | Outputs: | |
|---|---|---|
| 1.1 | Understand the profile of a firefighter and a reliable organization. |
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| 1.2 | Determine if your organization is in firefighting mode. |
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| 1.3 | Assess the results of the diagnostic tool. |
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| 1.4 | Identify gaps in service management processes. |
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Module 2: Tackle the Quick Wins
The Purpose
- Implement quick wins to gain some breathing room and garner support from the business.
Key Benefits Achieved
- Comprehensive understanding of how quick wins can help you douse the fire.
- Determine which quick wins are right for your organization.
| Activities: | Outputs: | |
|---|---|---|
| 2.1 | Define objectives and benefits of quick wins. |
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| 2.2 | Identify sure-fire quick wins. |
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| 2.3 | Implement the quick wins and measure the results. |
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| 2.4 | Communicate results to the team and the business. |
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Module 3: Move out of Firefighting
The Purpose
- Implement service management processes that will move the organization into a proactive mode.
Key Benefits Achieved
- Established Service Desk & Incident Management processes.
- Established Change & Deployment Management processes.
- Improved people, process, and technology for service management.
| Activities: | Outputs: | |
|---|---|---|
| 3.1 | Identify and implement process activities for Service Desk & Incident Management and Change & Deployment Management. |
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| 3.2 | Extinguish the firefighting culture. |
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| 3.3 | Create roadmap. |
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Module 4: Become Proactive
The Purpose
- Implement service management processes that will move the organization into a proactive mode.
Key Benefits Achieved
- Established Event & Problem Management processes.
- Established Capacity & Performance Management processes.
- Improved people, process, and technology for service management.
| Activities: | Outputs: | |
|---|---|---|
| 4.1 | Identify and implement process activities for Event & Problem Management and Capacity & Performance Management. |
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| 4.2 | Build your capabilities. |
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| 4.3 | Create roadmap. |
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