Branimir Valentic
September 5, 2017
Every change in someone’s life causes stress, be it in private life or in business. But, if you really need to do something, it’s important that the people involved cooperate. That’s also valid for Service Management System (SMS) implementation based on the ISO 20000 standard. Once the decision (to implement ISO 20000 in the company) is made, there likely is a consensus among the company’s management. On the other side, implementation introduces a change for the company’s employees.
In order to implement the SMS, and keep it efficient once the implementation is finished, it’s crucial to get employee buy-in for the project. Let’s see why that is important, and learn some practical tips for how to achieve it.
Well, if the company is introducing a new Service Management System (or changes to existing service management practices), inertia is working against the initiative – meaning, if nothing is done, nothing will happen. People are used to performing their activities in a certain way, feel conformable with that, and don’t see any real reason for such a change. So, a proactive approach is necessary.
To initiate activities that lead to employee buy-in, management of the company (who are responsible for ensuring that buy-in happens) must be clear as to why they are introducing an ISO 20000-based SMS. So, here are a few of the most common reasons for implementation:
See an example of how a managed SMS can help a small business grow in the article 5 ways ITIL can help your small business grow.
So, obviously, getting employee buy-in while implementing an SMS is crucial. Here are a few tips for how to get them on board:
So, depending on the organization, there are many opportunities to get your employees engaged. But, one thing is certain: buy-in is crucial for the success of the SMS implementation and, even more importantly, for the maintenance once the implementation is finished.
Besides the successful implementation of the SMS and efficient maintenance, there is one benefit that shouldn’t be neglected. An efficient SMS is related to fulfillment of customer requirements and satisfaction. Take, for example, the Service Level Agreement and agreed targets. Ad-hoc organizations are very likely to fail in fulfilling SLA requirements. A well-organized company, with clear processes, roles, and responsibilities that constantly improve the SMS – that’s a good foundation to be successful on the market.
An, the reward? Satisfied customers and paid invoices for the services provided. And, I’m sure – it’s not only management who likes that. Your employees must like that, for sure. Let them know that, and there you have one more “tool” to get their buy-in.
Use this free Project Plan for ISO 20000 implementation to manage ISO 20000 implementation and plan your employees’ activities.