Navigating ITIL 4’s Four Dimensions for Efficiency at SKILup Days 2024

Ladies and gentlemen, esteem colleagues, and my fellow I professionals. Welcome to the today's, uh, presentation, navigating I four four dimensions for efficiency. As we delve into this dimension, you'll learn how crucial part they have in ensuring the ENT service deliver.

My name is Perko and I'm from tele company, Finland. So what we are going to cover today is what those four dimensions are. We are exploring them, deep diving, what means, uh, wall of confusion.

I have one case example, how to establish a service desk by utilizing these four dimensions, optimizing resource allocation, process excellence, and unlocking emphasis. That's a summary. So fasten your seed belts.

Are you ready to go? So, four dimensions. This actually did, uh, something new, which actually the for ideal four, uh, launch to, uh, 2019.

And I have to admit that I really like these dimensions. They are my guiding principles. I always follow these ones.

I even if I, uh, establish a new teams or I start new project, I always have folders like having this four dimension. And the first dimension here is organization and people. It's everything about the human factors, the roles, the management, training.

You can, whatever is related to people. The next one is information and technology is about the tools, the technology, uh, data, the information, what we need when we are delivering supporting services, partners and suppliers. The third dimension is meaning that we always have to remember at no service.

Uh, standing alone. They are always partners, either designing, uh, developing or supporting our services. Maybe they also only deliver role matters to us.

Value streams and processes. The fourth dimension means that we always have the think about the end to end process streams, how we are delivering value to our customers, either internally or external customers. And these dimensions, they have to be in balance by ignoring one will affect the other ones.

For instance, organization and people, if we ignore that one. So it might means that there's a lack of communication, missing roles, uh, missing communication, information and technology. If we ignore that one, it might lead us to the service breaches.

Um, uh, outdated systems, partners and suppliers. If they're not along with our targets, so bank relationships, value streams and processes, maybe we then, uh, deliver, uh, services which do not bring any value to our customers. And around these four dimensions, we can actually see another framework, the best level.

So those factors which might affect our dimensions, uh, like economical factors. So if your company's econ, uh, situation is bad, most will probably you do, don't invest to any new information systems or new technology. Or maybe you are not using any partners or suppliers.

So let's look at the closer these dimensions. So the first one, organizational people is, uh, everything related to people, organization, culture. How do we communicate which kind of management styles we have?

The roles and re uh, responsibilities, Rocky metrics, leaderships management style, communication, training. The second dimension, information technology is about the technology systems, the data management, the tools, security issues. Third time mentioned partners and suppliers.

How do we collaborate with our partners, the vendor management, supplier relationships, and the four one value streams and processes, service processes. How do we deliver value? And of course, how do we actually increase the customer satisfaction?

Both confusion. It's quite normal that many companies, we might have organizational silos here. My example is that we have development people and operation and why there are C silos.

So maybe these development people and operation, they have different mindsets. Development people, they are always so keen on. Now we have to have this project or these, uh, epics and they are talking about the epics or, uh, features or they are using JIRAs and they are very keen on having on time, on budget.

They are using different processes, development, testing, different tools, JS development tools, even the environment because they are playing around in, uh, development environment as well as, uh, testing environment. Whereas we operation people, they have processes like incident management, problem management, the change management, uh, monitoring and event management. They use ticketing tools, monitoring tools.

So the mindset is different. Those operation guys, they are supporting the business or the customers. So how to make this better.

Because if there's a wall, how do we break down this wall? So having one team with one code, communication, collaboration, integration. So this is directly linked back to the our four dimensions.

The first one, the communication and the tools. So those two, uh, dimensions, we can actually see it directly from here. My example of how do Israel establish a service desk by utilizing for dimension.

A few years ago I was asked to invest, investigate why this, uh, customer satisfaction was quite low. One of our subsidiaries, uh, that was the very small company. Uh, actually it was like the startup company.

They have grown, but they haven't had time to improve their operational processes. So I went there, I start to assess the current status and understand also the business needs. The expectation understood what was the problem and how to solve it.

At the same time, I was also responsible of the internal services in Finland. And the more I discussed with these guys, I say, okay, I know what you need. You need internal services.

Because at that time, every time the the, their customers have issues, they call to the customer service and the customer service contacted directly developers. And you can, and imagine those guys were not happy because each, every single time they have to stop working and uh, start fixing the issues. So I say, we have the model, just copy it.

So what we did, we actually start the project planning, organized it. We had a plan. We had look at the tools, the, the software, even the service, our conduct details.

We built a new service team and we only select this, those ones who are willing to learn and develop their skills. But sometimes just sometimes there might be a case that people, developer peoples are not so customer service oriented, maybe just in case. So we train the people, not only the tool that this is how we are actually adding tickets or uh, recording tickets, but also the process is what the service desk means, what the incident management is having different scenarios, table testing that is really working.

And then we launch it. And I have to admit that that's something, it was very good success story only four months. And then after that one, after launch, we have to still continuously improve the things.

Listening, having big ears, uh, what the customer says so that you can actually be better all the time. And now you might ask how this is related. Those four dimensions, I tell you why the first dimension organization and people.

'cause the first thing what I did was that the leadership has to buy it. Buy in leadership, the management, remember drain and awareness, roles and responsibilities. So the rocky matrix, the communication, every single meeting with the meeting notes are under this first dimension.

The second one, information and technology, which can ticketing tools, supporting tools. We even discuss about the classification of incidents, which kind of priorities, categories, data governance, that's the second one. Third one, partners and suppliers.

So you have to make sure that what you have promised to your customers so that also the partners and suppliers agreements are aligned with our promises. The vendor management, relationship management, risk management. And the fourth one, fourth dimension value streams.

We agree that we will start from those four service desk. What's the purpose of service desk? What are the, their activities, the processes, incident management, monitoring, event management, and problem manage.

Just an example, how you can actually use it. Use these four dimensions at as your checklist because it helps you. Because if we only focus the information and technology that technology will sell.

So everything, that's only one part of it. 'cause you always have to remember that those people who are working in the process as well, the partners as well, all the processes. 'cause if you change something, It might affect the other parts.

Okay, how we can actually use the this, uh, this for dimension OPT for optimizing resource al allocation. So resources in this case are people. So the first dimension, the consider of course the organization.

People consider the human aspect of, uh, resource allocation. Optimizing assigning tasks to individual based on their skills. For instance, we might have senior developers so they can actually take the more complicated tasks and the junior ones maybe focused on testing information and technology.

Uh, so maybe we can actually have the tool which actually prior us the tickets. So utilize the technology partners and suppliers. Ensure that you have the seamless coordination and alignment so that the partners know exactly our targets.

'cause we are responsible for our partners and suppliers as a service providers. And the, uh, value streams and processes. Optimize the workflows.

Use the better, better resource utilization. Try to find the bottleneck stream, our resource allocation. And then the process excellence and first dimensions.

Everything starts with the people. If they are not committed, you will fail. If they don't, you, if they don't know about the process descriptions or the rules and regulation, you will fail because their commitment and collaboration is the Information technology, right?

So the technology can and data are tried the process. Excel, use tools, analyze, automate, performance, monitor, collaborate with the, uh, partners and suppliers, ensure alignment, value throughs and processes. The fourth one, focus end to end value delivery.

Map processes, identify waste and optimize the workflows. It doesn't matter how that nice, uh, process flows you have, if the people are not uh, committed, if you don't have the tools which are supporting the processes, if your partners are not involved, this is the way how you're gonna actually improve, improve all your processes. And by summarizing how what the, this I provides to us.

So it provides organiz, uh, I four provides organization structure framework for improved IT service management. So this leads to more efficient and effective, uh, delivery of IT services and customers. So it really works.

And ideal four dimension is really, you can actually see it every service, every uh, practice because, uh, those practices are divided. They are using these, all these dimensions. It's embedded to whole service value system.

You, it's everywhere. So it's a comprehensive approach to align IT services with business needs, fostering efficiency, flexibility and continuous improvement. And I would like to end this presentation, uh, by using Albert Einstein quarter.

The method of indel intelligence is the ability to change. So it's now your time to, um, start making those changes. Utilize the four dimensions and I promise it really works.

Thank you.