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Implementing MSM using the "Big Bang Approach”

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.

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Implementing MSM using the "Big Bang Approach”

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  1. Implementing MSM using the "Big Bang Approach” Cathy Imray

  2. 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

  3. 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

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

  5. 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

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

  7. 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.

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

  9. 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!

  10. 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

  11. 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 New New New New New

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

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

  14. 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

  15. QUESTIONS?

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