1. The Six Stage Model Maximizing the Value of IT Service Operations People The Six Stage Model © 2006. IT Service Success LTD.

2. time Value How to Maximize the Value of IT Service Operations People © 2006. IT Service Success LTD. For More Details Visit: http://www.ITServiceBlog.comhttp://www.ITServiceBlog.com [1] Im going to plot the value to an organization of IT Service Operations People, over time

3. time Value How to Maximize the Value of IT Service Operations People © 2006. IT Service Success LTD. For More Details Visit: http://www.ITServiceBlog.comhttp://www.ITServiceBlog.com [1] Im going to plot the value to an organization of IT Service Operations People, over time Obviously – we want it to move bottom left to top right!!

4. time Value © 2006. IT Service Success LTD. Visit: http://www.ITServiceBlog.comhttp://www.ITServiceBlog.com [2] Over the next few slides six I will develop a six stage lifecycle model for clearly Identifying strategies for Maximising People Performance 123 4 5 6 How to Maximize the Value of IT Service Operations People

5. time Value © 2006. IT Service Success LTD. Visit: http://www.ITServiceBlog.comhttp://www.ITServiceBlog.com [3] Notice how Value Increases over time, but there is a distinctive sweet spot in stage 5 where value can be considerably increased 123 4 5 6 How to maximize the value of IT Service Operations People

6. time Value © 2006. IT Service Success LTD. Visit: http://www.ITServiceBlog.comhttp://www.ITServiceBlog.com How to Maximize the Value of IT Service Operations People [4] Lets start the lifecycle At the beginning! BEFORE someone joins the Organization… * Remember! lifecycle Its a lifecycle – you may start part way in because you already have people in situ …But have you planned for replacement? Do you have your Single Points of Knowledge protected?

7. Specification time Value Role Description Key Skills Experience Required Qualifications Performance Standards © 2006. IT Service Success LTD. Visit: http://www.ITServiceBlog.comhttp://www.ITServiceBlog.com How to Maximize the Value of IT Service Operations People [5] SPECIFICATION From the outset you need to determine the role, skills experience level, qualifications and expected performance standards of the role - Who do you really want on board? - Hiring the right people is critical!

8. SpecificationRecruitment time Value Role Description Key Skills Experience Required Qualifications Performance Standards Recruitment Process Practical Assessment Service Focus Potential / Capability © 2006. IT Service Success LTD. Visit: http://www.ITServiceBlog.comhttp://www.ITServiceBlog.com How to Maximize the Value of IT Service Operations People [6] RECRUITMENT - Are your IT Recruitment processes efficient and effective? - Have internal SLAs been established ? - The Acid Test: Can you recruit the right people quickly, without unnecessary cost or delay?

9. SpecificationRecruitmentOrientation time Value Role Description Key Skills Experience Required Qualifications Performance Standards Recruitment Process Practical Assessment Service Focus Potential / Capability Introductions Responsibilities and Standards Education/Coaching Complete duty tests Checkpoint review © 2006. IT Service Success LTD. Visit: http://www.ITServiceBlog.comhttp://www.ITServiceBlog.com How to Maximize the Value of IT Service Operations People [7] ORIENTATION - The next stage is Orientation - Consider how you meet, induct and absorb your new person into the Operation - Have you a planned Orientation? - Is the Orientation hierarchically structured? - Will the person rate your organization after day 1?

10. Probation SpecificationRecruitmentOrientation time Value Role Description Key Skills Experience Required Qualifications Performance Standards Recruitment Process Practical Assessment Service Focus Potential / Capability Introductions Responsibilities and Standards Education/Coaching Complete duty tests Checkpoint review Review over time Check duties Feedback Meets performance standards Checkpoint review © 2006. IT Service Success LTD. Visit: http://www.ITServiceBlog.comhttp://www.ITServiceBlog.com How to Maximize the Value of IT Service Operations People [8] PROBATION - Provides a comfort zone for employer and employee - This is where you will really find out if (s)he can do the job they were hired to do! - Ensure that they CAN do the job, to your performance standards

11. Performance Probation SpecificationRecruitmentOrientation time Value Role Description Key Skills Experience Required Qualifications Performance Standards Recruitment Process Practical Assessment Service Focus Potential / Capability Introductions Responsibilities and Standards Education/Coaching Complete duty tests Checkpoint review Review over time Check duties Feedback Meets performance standards Checkpoint review Experiential learning Coaching Boost performance Remove obstacles Regular Reviews © 2006. IT Service Success LTD. Visit: http://www.ITServiceBlog.comhttp://www.ITServiceBlog.com How to Maximize the Value of IT Service Operations People [9] PERFORMANCE - The performance stage is all about optimizing the individuals performance within a given role - This is where high value is delivered into your Organization

12. Performance Probation SpecificationRecruitmentOrientation Develop, Improve, Change time Value Role Description Key Skills Experience Required Qualifications Performance Standards Recruitment Process Practical Assessment Service Focus Potential / Capability Introductions Responsibilities and Standards Education/Coaching Complete duty tests Checkpoint review Review over time Check duties Feedback Meets performance standards Checkpoint review Experiential learning Coaching Boost performance Remove obstacles Regular Reviews Education Opportunities Knowledge Transfer Side by sides Job Shadowing / sharing Specific development Efficiency / Effectiveness training © 2006. IT Service Success LTD. Visit: http://www.ITServiceBlog.comhttp://www.ITServiceBlog.com How to Maximize the Value of IT Service Operations People [10] DEVELOP, IMPROVE, CHANGE - Here Performance may peak and plateau - Recognize the symptoms - Look to rotate into a new position if necessary to maintain the skills and knowledge else- where

13. Performance Probation SpecificationRecruitmentOrientation Develop, Improve, Change time Value Role Description Key Skills Experience Required Qualifications Performance Standards Recruitment Process Practical Assessment Service Focus Potential / Capability Introductions Responsibilities and Standards Education/Coaching Complete duty tests Checkpoint review Review over time Check duties Feedback Meets performance standards Checkpoint review Experiential learning Coaching Boost performance Remove obstacles Regular Reviews Education Opportunities Knowledge Transfer Side by sides Job Shadowing / sharing Specific development Efficiency / Effectiveness training Benefits Summary + Performance + Control + Consistency + Cost/Value Benefit - People Turnover - Risk © 2006. IT Service Success LTD. Visit: http://www.ITServiceBlog.comhttp://www.ITServiceBlog.com How to Maximize the Value of IT Service Operations People [11] The Benefits are clear to see

14. KEY FOCUS AREAS

15. Performance Probation SpecificationRecruitmentOrientation Develop, Improve, Change time Value Role Description Key Skills Experience Required Qualifications Performance Standards Recruitment Process Practical Assessment Service Focus Potential / Capability Introductions Responsibilities and Standards Education/Coaching Complete duty tests Checkpoint review Review over time Check duties Feedback Meets performance standards Checkpoint review Experiential learning Coaching Boost performance Remove obstacles Regular Reviews Education Opportunities Knowledge Transfer Side by sides Job Shadowing / sharing Specific development Efficiency / Effectiveness training © 2006. IT Service Success LTD. Visit: http://www.ITServiceBlog.comhttp://www.ITServiceBlog.com How to Maximize the Value of IT Service Operations People Bringing in the right people, at the right time, at the right cost, with the right skills and capabilities

16. Performance Probation SpecificationRecruitmentOrientation Develop, Improve, Change time Value Role Description Key Skills Experience Required Qualifications Performance Standards Recruitment Process Practical Assessment Service Focus Potential / Capability Introductions Responsibilities and Standards Education/Coaching Complete duty tests Checkpoint review Review over time Check duties Feedback Meets performance standards Checkpoint review Experiential learning Coaching Boost performance Remove obstacles Regular Reviews Education Opportunities Knowledge Transfer Side by sides Job Shadowing / sharing Specific development Efficiency / Effectiveness training © 2006. IT Service Success LTD. Visit: http://www.ITServiceBlog.comhttp://www.ITServiceBlog.com How to Maximize the Value of IT Service Operations People - Ensure the best possible start - Provide structured knowledge share - Early check on team fit - Capture this persons ideas for improvements – they have fresh eyes !

17. Performance Probation SpecificationRecruitmentOrientation Develop, Improve, Change time Value Role Description Key Skills Experience Required Qualifications Performance Standards Recruitment Process Practical Assessment Service Focus Potential / Capability Introductions Responsibilities and Standards Education/Coaching Complete duty tests Checkpoint review Review over time Check duties Feedback Meets performance standards Checkpoint review Experiential learning Coaching Boost performance Remove obstacles Regular Reviews Education Opportunities Knowledge Transfer Side by sides Job Shadowing / sharing Specific development Efficiency / Effectiveness training © 2006. IT Service Success LTD. Visit: http://www.ITServiceBlog.comhttp://www.ITServiceBlog.com How to Maximize the Value of IT Service Operations People - Can this person execute their duties to standards and required performance levels? - Is this person a good team fit? - Have past best practices been assessed and suitable ones put forward for serious consideration

18. Performance Probation SpecificationRecruitmentOrientation Develop, Improve, Change time Value Role Description Key Skills Experience Required Qualifications Performance Standards Recruitment Process Practical Assessment Service Focus Potential / Capability Introductions Responsibilities and Standards Education/Coaching Complete duty tests Checkpoint review Review over time Check duties Feedback Meets performance standards Checkpoint review Experiential learning Coaching Boost performance Remove obstacles Regular Reviews Education Opportunities Knowledge Transfer Side by sides Job Shadowing / sharing Specific development Efficiency / Effectiveness training © 2006. IT Service Success LTD. Visit: http://www.ITServiceBlog.comhttp://www.ITServiceBlog.com How to Maximize the Value of IT Service Operations People - Are you proactively managing this persons performance levels? - How can performance be improved or sustained? - Has this person reached a plateau or natural peak? - Do you know where this person wants to develop next?

19. - Assist this high performer with their next progression within the Organization - Provide ample opportunity for learning about the next progression step - Ensure that a suitable replacement plan is in hand, to minimize any local loss of knowledge or skills. Performance Probation SpecificationRecruitmentOrientation Develop, Improve, Change time Value Role Description Key Skills Experience Required Qualifications Performance Standards Recruitment Process Practical Assessment Service Focus Potential / Capability Introductions Responsibilities and Standards Education/Coaching Complete duty tests Checkpoint review Review over time Check duties Feedback Meets performance standards Checkpoint review Experiential learning Coaching Boost performance Remove obstacles Regular Reviews Education Opportunities Knowledge Transfer Side by sides Job Shadowing / sharing Specific development Efficiency / Effectiveness training © 2006. IT Service Success LTD. Visit: http://www.ITServiceBlog.comhttp://www.ITServiceBlog.com How to Maximize the Value of IT Service Operations People

20. © 2006. IT Service Success LTD. Visit: http://www.ITServiceBlog.comhttp://www.ITServiceBlog.com How to Maximize the Value of IT Service Operations People Additional Resources Performance Probation Specification Recruitment Orientation Performance Develop, Improve, Change ITIL Organizational Structures IT Personnel Selection Processes IT Employee Assessments IT People Performance Management Executive Development and Outplacement Click On any Link