Discover How You Can Achieve Even More.
Dear IT Service Professional,
Have you ever considered what your very own coach and mentor could do to help you further enhance the results you achieve and your own personal success?
Maybe you’ve never had the opportunity - until now.
It’s a proven fact that having your own personal coach and mentor can significantly improve not only the results you achieve - but the actual way you think and behave to achieve those results – leading to significant benefits.
Getting expert advice, quality guidance and direct, open feedback are all well established best practices for many high performing business people today.
So, why not you?
Now, for the very first time, I have decided to coach and mentor up to ten IT Service Professionals who are ready to take full advantage of my experience, knowledge and resources across a broad spectrum of ITSM disciplines.
So, if you need some help with:
Implementing IT Service Management effectively
Managing challenging projects and programs
Transforming the performance of your IT Services
Enhancing key elements of your IT Operation
Dramatically increasing customer satisfaction
Writing or winning new IT Services contracts
Marketing your IT Services more effectively
Stopping the ‘bleeding’ in a difficult environment
Or, you just want general guidance on a range of
ITSM activities, disciplines or processes…
…then the chances are you will directly benefit from being coached and mentored.
I’m Robin Yearsley, a highly experienced and qualified ITIL and ISO/IEC 20000 consultant based in the UK, who has also directly coached, mentored and developed many other IT professionals for over twelve years.
I am uniquely positioned to offer private clients exclusive access to my new ITSM coaching and mentoring service, starting December 2007.
I have ring-fenced and protected 10 hours each week to deliver personal IT Service coaching and mentoring on an individual basis via phone and Email.
I must stress that this must be limited to 10 private individuals due to my other business commitments.
What’s The Difference Between Coaching
And Mentoring? Can I have Both?
Yes – you certainly can. Although it has to be carefully defined and ‘balanced’ just for you. This ‘balance’ all depends on your own needs, your challenges and your current working environment. All of which we can explore together.
Coaching is helping someone else to help themselves by asking questions, paraphrasing, summarising, reviewing options and having the coachee make up their own minds on the way forward. It’s a proven, powerful way to bring about real positive changes in the coachees performance.
Mentoring, on the other hand, is quite different.
Mentoring is about directly providing advice, support, and guidance before then helping to select the best course of action for the mentoree, based on experience and knowledge.
Imagine the benefits of combining both?
Combining the techniques of coaching, along with the advice and guidance of mentoring can – for the right person – form an extremely powerful combination.
That’s why I offer both coaching and mentoring services in the ITSM industry.
You can take full advantage of either service or combine elements of both services into one package.
Before we take a closer look at the exact areas I can support you in – let’s cover the most critical question:
What Can Coaching/Mentoring Do For You?
One On One Guidance: Through open discussion, debate and impartial feedback, you can progress your activities ‘further and faster’, helping you to get more done in less time and accelerate your 2008 progress…
Knowledge and Information Sharing: Over the last 10 years I’ve amassed a large collection of ITSM and ITIL resources, documents and other materials that I’m happy to share with you, where appropriate, as part of your coaching experience…
Creativity and New Ideas: Whether its new ways of working, new processes or just finding an alternative angle on an issue – you can comfortably brainstorm with me to generate new solutions and ideas…
New Level of Accountability: Sometimes we all need someone, other than our boss, to really be held accountable to. Especially when it comes to your own personal success in business. I will hold you accountable to agreed goals and objectives and help you measure your progress over time, providing honest, impartial feedback and helping you make sensible adjustments as we go…
Confidential Advice: All coaching is done in the strictest of confidence – so you can feel relaxed about sharing sensitive details of current challenges and issues. It’s good to know that there is someone who is on your side offering impartial advice and new options when there’s no-one else to talk with…
Access to New Information: I’m heavily involved in the IT Service Management Industry and directly run three separate online ITSM businesses across the spectrum of training, skills development and product marketing. I will provide unique insights into these areas for you as part of our coaching sessions – sharing new information, ideas and my personal thoughts on what’s ahead of us…
Risk Mitigation and Proven Shortcuts: Often overlooked as a benefit of coaching, but just being able to ‘run something past’ someone who’s been there and done it (or experienced something similar) is a real boost to mitigating possible risks and taking the proven, shortcut route to success…
What I believe I am best at - and the thing I really enjoy doing the most - is actually talking one on one with other IT Service Professionals; advising, guiding and supporting their activities and initiatives through to successful outcomes – plus adding my own experiences to the relationship and sharing what’s works in the real world.
What Makes Me Qualified To Help?
I got my ITIL Manager’s certification way back in 1997 and my ISO/IEC 20000 certification in 2006.
I’ve worked hard in the IT Industry for the last 17 years, across a number of large European and North American organisations, always keen to take on the next challenge that came my way.
I’ve focussed totally on ITSM, Program Delivery and Customer Service for the last 12 years.
I’ve also personally coached and mentored many IT Service Professionals over that time in a variety of roles and scenarios. I have developed several underpinning coaching frameworks from proven sources and successfully adapted them to the IT Service world.
But it’s really my real world experiences and knowledge learnt ‘on the ground’ and ‘in the trenches’ that really makes the difference.
Here’s a brief high level summary, in no particular order, of my direct experience and the areas I believe I can immediately support you with:
Implementing ITIL: Any process, V2 and V3, multiple processes, programs, business cases, ROI, tools, culture, transformation, selling ITIL to the ‘top table’, costing, planning, outsourcing.
Enhancing Processes and Procedures: Weaknesses, instability, lack of control, reporting, tooling, people skills, metrics, KPIs, reporting, work instructions and procedures, trend analysis.
IT Governance and Control: structure, standards, issues, risks, dependencies, assumptions, organisation, hierarchies, strategy, tactical planning, weekly/monthly reporting, project and service governance, ‘service essentials’.
People Performance Enhancement: structures, roles, responsibilities, targets, goals, skills, development, succession planning, single points of failure, profiling, politics, obstacles, reward and recognition, targets, work/life balance, stress.
Marketing IT Services: Needs analysis, requirements management, presentations, identifying value-add, service packaging, features, benefits, developing the offering, channels, ROI, pricing, sales, relationship management and pricing.
Project and Program Management: full lifecycle management, issues, risks, dependencies, value recognition, benefits realisation, reporting, presenting, people management, supplier value, resource justification, costing, budget control.
Supplier Performance Improvement: Measuring, scorecards, relationships, driving efficiencies, unlocking value, cultural fit, outsourcing, replacements, turnarounds, value for money, risk/reward, contract negotiations.
ITSM toolset selection and implementation: requirements management, technology options, standards, cost/benefit studies, business cases, reference visits, prototyping, architectures, data designs, usability testing, stress testing, cut-over planning, planning, cost control, implementation and ongoing support, maintenance, enhancement.
ITIL V3 Assessments: Full ITIL V3 lifecycle assessments, situation analysis, gaps, work packages, benefits case, project pilots, CSIP, templates, checklists, scorecards, training
Designing, Building and Delivering ITSM Solutions: Service design packages, service architecture, deliverables, high level and low level service design, policies, processes, procedures, tooling, people, functions, control, achieving business goals, risk mitigation.
IT Service Strategy: IT/Business alignment, strategy and tactics, costs, capabilities, plans, supporting business goals, driving innovation, cost reduction, supplier rationalisation, people/cultural development, transformation management, governance and control.
Skills Assessments and Competencies: People skills development programs, training needs, training benefits assessment, value realisation, making new work practices ‘stick’, procedure adherence, competency frameworks.
Writing and Winning Service Contracts: RFI and RFP support, construction, change management, win themes, value add, costing V’s price V’s profitability, risks, standards, presenting, competitor analysis, moving from signature to transition, key clauses and terms
Real Root Cause Analysis and Elimination: issue, impact and situation assessment; workarounds, RCAE methods, underpinning causes, PROGRESS methodology, Six Sigma techniques, driving change to eliminate the root cause, measuring progress, marketing results.
ISO/IEC 20000 Certification and Maintaining It: Achieving certification, planning, essential auditor management, sustaining certification, protecting certification, budgeting, processes in relation to ITIL V2 and V3, controls, audit management.
Implementing Continual Service Improvement: CSIP process, procedures, working practices, culture, skills, budgeting, planning, integrating with other processes, CSIP ‘as a way of life’, people benefits, measuring, metrics, KPI’s, reporting, selling results, funding projects, leading change.
Online Marketing Strategy: Not strictly related to ITSM – but I’ve developed a lot of premium knowledge in this highly specialised area that may also be of use to you and your business…
Now, the above list is certainly not exhaustive, but I wanted to make sure you got a good ‘feel’ for the precise depth and breadth of my knowledge and experience. Just so you can feel more confident about IT Service coaching and mentoring.
Please note: the above list is not a ‘portfolio’ of topics either, because your situation, environment and business is totally unique. In reality, we will use a blend of some of the elements listed above, plus probably many more I didn’t include.
I can talk for hours on any of the above topics because I’ve physically spent hours, weeks and many times months on each of them over the last 12 years.
My personal work philosophy has always been to work on defined initiatives or Service improvement programs, deliver the required results and then move on to the next new initiative. That’s why I’ve been able to gain such a wide breadth of experience.
So, whether it’s running new initiatives, managing large projects or leading the IT Service teams who do all of this – I can provide you with the benefit of my invaluable insider knowledge and experience.
I must also stress something at this point: I certainly don’t pretend to know ‘everything about everything’ - in fact I continue to develop my own education every month. I also have a great coach who’s really helped me to grow as a professional over the last 2 years.
So, that’s my mentality – every one of us should always be learning and growing in experience and wisdom every day.
Getting back to my coaching and mentoring program in more detail…
Coaching/Mentoring - Key Points To Consider
Confidentiality Assured: All coaching/mentoring will be undertaken in strict confidence. I will never reveal any details about our coaching sessions with anyone. We will agree the structure, duration and format of everything in writing before we begin. We will have a written agreement that underpins our working relationship.
Breadth of Topics Assured: We can cover ANY topic across the full spectrum of IT Service Management; from ITIL implementation and program management, through to Performance Management, Supplier Management, right down to the ‘nitty-gritty’ detail of enhancing results from an individual process. In fact, anything you want to discuss, work together on, improve, resolve or enhance to help you with your 2008 goals.
Peer Relationship Assured: We will conduct our coaching sessions as two peers working together, both respecting each others views and opinions. We will treat each other as real people with wants, needs, families and other challenges - as well as the ones we find in the workplace. We will both develop our professional relationship over time and quickly gain confidence, trust and respect in each other… but I will still hold you accountable for achieving results!
What Does The Coaching/Mentoring
Package Actually Include?
* One Hour ‘Quick Start’ Phone Consultation
- We’ll conduct an analysis of your current position, your goals, your challenges and your identified areas for improvement.
- Then we’ll co-create and layout an action plan, that we’ll develop and refer to later, to guide you towards them.
* Weekly Coaching/Mentoring Calls
- Three weeks every month (the 1st, 2nd and last weeks) we will meet via phone to review your progress, keep you moving forward, adjust your plans, review new challenges and gear up for the weeks ahead.
- I’ll coach or mentor you in as much or as little detail as we determine necessary.
- We can slant our sessions towards ITSM best practices or more towards your own personal development in a service scenario – whatever works best for you.
- You can also ask me any questions and get immediate advice, alternative options and guidance based on my experiences over the last 17 years.
* Access to me via Email
- In between calls, you will be able to ask me any questions and receive quality responses typically the following working day (usually sooner).
- If you’re ever stuck on an assignment, need a quick document reviewing or just want to run something confidentially past me, then this is ideal. It can make or break some situations.
* Weekly Progress Reports
- Every week, I will review your personal progress report (that you complete and Email to me for review) and reflect back to you on your progress, offering suggestions and additional advice.
- This important activity dramatically increases the ‘accountability factor’ and helps to ensure that you remain on course for a successful 2008.
* Monthly ‘Power Hour’
- Each month (in the 3rd week) I will dedicate one full hour of quality time to work solely on your goals and your development.
- This important time is deliberately set aside for me to research, review or pull together information and resources that directly support your goals.
- This includes carrying out research, reviewing documents, suggesting changes and brainstorming new ideas.
- We set the scope and topic in advance and I deliver my findings to you via Email before the month ends.
- I can achieve a lot in an hour!
* Monthly Resources and Development Pack
- Each month you will also receive via Email some additional resources focussing on how to quickly improve one essential inter-personal skill that’s important for underpinning your ITSM activities.
- These resources will vary from video tutorials, books, PDFs, Web resources and Podcasts – but are taken from my own personal library of valuable materials.
Delivery of Coaching/Mentoring
This is how it works…
* All sessions are conducted on my private conference line – you just dial in at our pre-arranged time slot, tap in the PIN number and we’re away. You pay only the standard country national access rate for your call.
* All sessions will be held on Wednesdays or Thursdays each week, at a pre-arranged time.
* In between sessions, you can send me an email at any time and I’ll always aim to respond quickly, usually by close of the next working day, often much quicker than that.
* I’m based in the UK, so all calls will be conducted between 0800 and 1800 UK time. This time zone will accommodate all countries - whether it’s the first session or the last.
And this is how it’s structured…
* One Hour ‘Quick Start’ Phone Consultation
- This always happens first. Just to make sure we really ‘hit it off’ and we’re a good match. We’ll get to know each other more and then co-create a good set of goals and develop these over our sessions.
* Week #1 – We do the 1st Coaching Call. This focuses on high performance and achievement.
* Week #2 – We do the 2nd Coaching Call. This also briefly reflects back on last week and helps maintain progress over the 3rd week.
* Week #3 – I get your ‘power hour’ done for you and email you the results.
* Week #4 (or the last week of the month) – We do the 3rd and final Call of the month. This focuses on achievements this month and looks ahead to next month too.
* Every Week (Regardless if it’s a 5 week month) - You will email me your weekly progress report for review. I will respond back with comments, suggestions and suitable encouragement.
* Every Month – You will also receive regular resources via email to help support your goals.
Closing Out From Coaching/Mentoring
“All good things must come to an end...”
…I fully recognise that this includes our coaching relationship together too (but not necessarily our ongoing business relationship!)
You may find that you’re well on your way to success, or maybe you’ve just simply outgrown the relationship or perhaps together we’ve resolved some of the challenges you originally faced.
Whatever the reason, I’m professional enough to understand and appreciate that coaching is only ever meant to be temporary. If we both do our jobs really well, then we should have many successes to celebrate too!
So, there’s no fixed timeframe for the overall duration of how long you want to be coached for.
You can renew for additional months at any time and continue forwards with your coaching for as long as it suits us both.
I only ask that you sign-up for a minimum of one months coaching with me.
This can be cancelled (by either of us) with one weeks notice at any time.
FEE TABLE – PLEASE BE SURE THIS
SEEMS REASONABLE TO YOU BEFORE
YOU PROGRESS FURTHER…
(Table for reference only, to be sure we’re on the same page
before we speak. A written, customised agreement will
spell out all the details before we proceed)
| Coach/Mentor |
Coaching/Mentoring Package |
Monthly Fee |
| Robin Yearsly |
Quick Start Call
3 Coaching Calls per month
4 Weekly Progress Report Reviews
1 Monthly Power Hour and email
1 Monthly Resources Package via email
Email support and contact in between coaching calls |
£500 UK
$1000 USD |
So, to be crystal clear, the monthly cost of my coaching/mentoring package is either £500 (for the UK) or $1,000 USD (for anywhere else in the world). This amount would be payable up-front each month via credit card.
Interested?
Here’s The Next Step…
Because coaching and mentoring are so personal and important for your future – this really has to be the ‘right fit’ for you.
So, you can’t just ‘buy in’ and move ahead – that just wouldn’t work out for either of us.
You need to apply first, and I reserve the right to accept only those 10 clients who are a good match in my sole judgement.
APPLICATION
Please complete this brief application form and, if you’re a good match, we’ll set up a free 10 minute call to discuss everything further.
Confidentiality: Please do NOT disclose any details you consider confidential or sensitive in your application. All applications received will be reviewed only by me and in the strictest confidence.
I will only contact you using the email address you provide below – in the first instance to advise you on whether your submission was successful or not.
© 2008 IT Service Success LTD.
