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Slices Of SIAM: Dear SIAM- Meet Organisational Change Management

Welcome to slices of SIAM!  In our new series we invite the best thought leaders and SIAM experts to serve up “slices of SIAM” to debunk common myths and analyse how SIAM fits into other elements of service management and IT.

Slices of Service Integration & Management From ITSM industry experts

Dear SIAM – Meet OCM!  By Karen Ferris

There is nothing more critical than the application of organisational change management (OCM) to the successful adoption of a service integration and management (SIAM) approach to the management of internal and external suppliers.

SIAM will affect roles, processes, platforms, technology and tools, interfaces, organisational structure, functions, activities, principles, working practices etc. but the biggest impact it will have is on people, both internal to and external from the commissioning organisation.

OCM focuses on the successful transition of people from the old way of working to the new with the required mindsets, skills and capabilities.

The impact of SIAM will be felt in many areas:

Internal

Internal suppliers of services and supporting technology can experience a major change as SIAM will take over the governance of many processes and functions they previously had control over. Staff may be required to change roles and may require training to equip them with new skills and capabilities. Some staff may have to transition across to a different employer.

External

External suppliers may not have to change their processes and functions, but there will be a requirement for adaptation and associated training to establish the required interfaces to the service integrator, and compliance to new policies, processes and procedures.

Business

Responsibilities for management of suppliers (both internal and external) will be passed from existing business functions over to the service integrator, and the business will experience a significant change. There will need to be establishment of governance and controls irrespective of whether the service integrator is insourced, outsourced or a hybrid model is adopted. The shift from operational management and ‘doing’ to setting strategy and governing can be a big change of mindset for the customer organisation.

OCM

In this slice of SIAM, we discuss the OCM activities that need to be undertaken to ensure the successful adoption of SIAM. These activities will be required regardless of the SIAM operating model that is being embraced. OCM will be critical in ensuring that everyone is on the same page.

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Sponsorship

Key to the success of SIAM will be active and visible sponsorship.

Sponsors will need to have a sustained presence throughout the SIAM initiative. They will be required to communicate effectively and promote the change throughout the organisations involved. They should be able to rally other leaders within the organisations so that they also become SIAM advocates. OCM will be central to:

Establishing a coalition of sponsors

Ensuring sponsors are advocates for SIAM

Ensuring sponsors have the required skills and capabilities to be effective sponsors

Creating a sponsorship roadmap that informs sponsors what is expected of them and when

Stakeholders

OCM will identify all of the stakeholders (internal and external) who will be impacted by SIAM and those that could impact the initiative. Stakeholder analysis will determine their position in relation to SIAM and their level of power and influence over the change.

This information will be critical in determining the engagement and communication approach to each stakeholder group.

Communications

A comprehensive communication plan for all stakeholder groups will need to be developed and executed. This plan will include the audience (stakeholder group), key messages to be communicated, timing, frequency, medium, sender, feedback mechanisms, person responsible and the expected outcome(s) so that effectiveness can be measured.

Resistance management

Resistance to change – and there will be resistance to change – will need to be managed. SIAM will have a huge and wide ranging impact across the organisation and its suppliers. There will be new ways of working, the need for increased collaboration, new tools and integration points, new processes and procedures, new organisational structures and responsibilities, and so on. It’s important to have a strategy to deal with this resistance when it manifests itself.

Training

OCM will ensure that a training needs analysis (TNA) is undertaken for all stakeholders to ensure that a comprehensive training plan is created. This will equip them with the required mindset, skills and capabilities needed to work within a SIAM model.

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Readiness

Now here’s the surprise! Despite the recent publication of the comprehensive ‘SIAM Body of Knowledge’ and availability of numerous training courses, immersions and experiential learning for SIAM, this does not mean that everyone will be ready to transition to the desired future state.

You can get me to do as much reading as you want me to, and send me on as many diverse training courses that you want, but that doesn’t mean that I am ready to make the transition!

I have to fully understand the reason for the change and the impact it will have on me.

OCM will undertake regular ‘readiness assessments’ throughout the SIAM journey to determine where people are on their own personal transition journey. This allows targeted tactics to be put in place to assist people with the transition.

Reinforcement

eConsultant Karen FerrisAnd finally, reinforcement – often the most overlooked aspect of OCM – needs to take place. Without reinforcement of the need to change, people can revert to their old ways of working and their comfort zone. Whilst making the SIAM change is difficult, sustaining it can be even more difficult.

Reinforcement will encompass identification of gaps in adoption and the use of reinforcement techniques including reward and recognition, corrective actions, feedback, performance measurement etc.

Without reinforcement, the SIAM investment could be wasted and the objectives of the change not fully realised which is a wasted opportunity for everyone!

Want to know more about eConsultancy with Karen Ferris to help realise your business goals? Get in touch!  And you can learn more about SIAM in the SIAM Foundation Body of Knowledge, downloadable for free here.