Implementing MSM using the "Big Bang Approach” Cathy Imray

Highlights Just a little bit about MPAC There’s a hole in my bucket We got engaged Focus, focus, focus Stick handling our goal All hands on deck Don’t sweat the small stuff

Just a little bit about MPAC MPAC is a non-share capital, not-for-profit corporation funded by all 444 municipalities in Ontario. MPAC administers a uniform, province-wide property assessment system based on Current Value Assessment. MPAC currently assesses and classifies nearly five million properties, more than any other assessment jurisdiction in North America, with an estimated total value of $2.17 trillion dollars. MPAC employees are located in 35 local offices across the province of Ontario

You always can go from " failure" to success but you never can go from "excuses" to success.

There’s a hole in my bucket Our former world, within our tool: Incident, Service Request and Change Management Outside of our tool: Process documents for Service Desk, Incident and Change Management Challenge: Complex causing confusion and pushback

We got engaged! Create changing results by leveraging opportunity Engage the “noise makers” Illustrate where success is attainable

Focus, Focus, Focus Bring the right people to the table Secure a commitment of time Clearly state our goal “no scope creep” Nag, nag, nag! Whoops I mean ensure people are doing what they committed to.

Stick handling our goal Process development Product configuration Testing Training (tool and process) Implement Continuous improvement moving forward

All hands on deck! Process players Who’s going to build what Where do we begin to test Training can make or break you Communication, say Whaaat!

Don’t sweat the small stuff! True happiness comes not when we get rid of all of our problems, but when we change our relationship to them, when we see our problems as a potential source of awakening, opportunities to practice, and to learn.” ~Richard Carlson

What we implemented Incident Management Change Management Request Fulfillment Management Release & Deployment Management Asset/Configuration Management Knowledge Management Problem Management Service Level Management Service Portfolio Management Service Catalogue Management

Where are we now? The tool Processes Reporting Continual Service Improvement

Challenges Change and Release Management Is it an Incident or Service Request Updating and moving the requests through the workflow Populating Knowledge Articles

Where are we going? Revise our Services and Sub-Services Building a comprehensive Service Catalog Build SLA’s for certain request types Build Release templates Change and Release Scrums Review/revise Problem management process

QUESTIONS?