Even the best and most hardy plants and trees do not grow properly if the soil and the environment is unsuitable. In our experience this is also true when it comes to IT projects and the people that are supposed to benefit from them.
In our view a successful IT implementation therefore consists of 1/3 IT know-how and 2/3 psychological insight and tools. The major part of a successful implementation seems to be happening before – and after – the actual IT implementation.
We can help our clients map – and create – the organizational conditions that will contribute the most when it comes to fertilizing the ground for the coming IT solution and the naturally related changes (as well as the things that can be the biggest blockers if they are not discovered and analyzed/worked through).
Among a number of important issues we want to specifically highlight:
- The break-down of the vision into concrete goals and actions to make it even more apparent what must be done and where the typically scarce resources are best invested.
- An assessment and description of the differences between the as-is situation and the desired to-be situation focusing on the culture, the use of the system, the processes as well as the habits of the employees and their experience, attitudes and expectations.
By having this insight an organization can predict the effort needed to implement the change.
- A clear description and understanding of roles and responsibility – as well as attunement of expectations to each other – because an understanding of roles and responsibilities often leads to fewer misunderstandings and increased motivation, job satisfaction, and appetite for change.
- Identification of the areas where employees are able to influence and participate in the change process – and creating a specific plan for including and utilizing their knowledge and viewpoints. In our experience this will add to the feeling of ownership towards the coming solution, which is beneficial in a lot of ways.
- A concrete plan for how exactly to communicate the coming change to the organization – individually aimed at different departments and stakeholders. We will be looking at the personal gains for the employees to add even further to the understanding, feeling of ownership and motivation.
- Support and sparring on how to handle change (and the resistance to change that will often follow) on a psychological and communicative level in relation to the everyday work life of managers and employees – with a special focus on the time after the technical implementation.
The common denominator for the above-mentioned issues (and others that we have not included here) is that they are intuitive – we intuitively do know that they are important. In a busy and stressful everyday, however, they are often not prioritized because we are way to optimistic in our assumption, that “it’s going to be fine anyway…”
The result of this – often erroneous – way of thinking is that organizations must spend a lot more time, energy and money on an implementation and often encounter more resistance than necessary.
Are you curious to learn more, please contact us for further information.
We have implemented helpdesk, servicedesk and IT Service management solutions since 1996.
We know that the specific wants and needs of each company require very carefully chosen and focused ITSM solutions, so we often help our clients match the current and future needs against the properties and capabilities of the different systems.
Investing resources in a thorough preliminary clarification offers a long list of advantages – for example:
- You get a solution that actually matches the company’s goals and needs.
- You avoid investing in unnecessary functionality that would – otherwise – cost you a lot in both purchasing and maintenance.
- Similarly you also avoid “buying to small” to begin with – creating the need to “patch the system” or switch to a completely different platform within a short period of time.
- Both business and IT will often feel better helped and supported by the chosen solution in their day to day cooperation.
There has been a large development of technologies also in ITSM and almost everything is possible today. With all the options offered by the technologies it has become even more important to clarify the purpose of the technology switch as well as what is required of the company to achieve the benefits of the investment.
If you are curious to know more, please contact us for further information.
SIAM is a methodology that helps companies connect and manage services coming from many different service providers.
The focus of SIAM is management and control of data from the service providers (outsourcers, partners and internal as well as external customers) to ensure the quality (service level agreements) and the coordination between service providers.
With SIAM, a company is able to avoid time consuming manual procedures or the need to develop expensive and customized integrations with processes so rigid that every little change to the integration will cost a lot of time and money.
Furthermore, SIAM adds the advantage of an increased overview and control of your own data and service levels agreed with users and customers.
With SIAM, we introduce the Service Integrator Concept, a 3-layer concept enabling a better end-to-end overview of the integrated processes which you provide for your customers or end-users.
The three layers consist of:
- The customer organization
- The service integrator
- The service providers (internal and external)
Knowledge-Centered Service (KCS)
Fundamentally KCS is about making it easy to find and use the extensive knowledge of a company in a structured and accessible manner. It is how knowledge is created, captured and shared in an organization now – and in the desired future.
We apply the principles of Knowledge-Centered Service (KCSsm) including a blueprinted method for integrating the use, validation, improvement and creation of knowledge in work procedures.
VisionWillow can help your company by making knowledge accessible using a structured flow of information across the organization. In our experience the implementation of KCS has several significant benefits such as:
- Greater transparency, knowledge transfer, and collaboration between customer service and subject matter experts
- Knowledge is no longer just embedded in the brains of the employees, making a promotion or a job change less critical
- Up to 60% increase in resolution time (users/customers/supporters)
- Up to 50% decrease in incoming requests by making the solutions accessible for the users (self-service)
- Overall resolution is increased with up to 40% because the solutions are more accessible
- Employee satisfaction in customer service and service desk is increased by up to 30%
In addition to using the method of KCS, VisionWillow will apply our own blueprinted implementation method which covers all parts of the value chain:
- Organizational implementation
- Process implementation
- Technical implementation
- Go Live and HyperCare
- System operation