Become a valuable T-shaped professional  with ASL & BiSL (itSMF Egypt, June 2013)\
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Become a valuable T-shaped professional  with ASL & BiSL (itSMF Egypt, June 2013)\ Become a valuable T-shaped professional with ASL & BiSL (itSMF Egypt, June 2013)\ Presentation Transcript

  • 1 1 June 2013 Become a valuable T-shaped professional with ASL & BiSL Mark Smalley, IT Paradigmologist @marksmalley & mark.smalley@aslbislfoundation.org
  • itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM ● Context of IT Management, including trends ● Successful trio of frameworks: ● BiSL® for ‘business information management’ ● ASL2® for application management ● ITIL® for IT infrastructure management & ITSM ● Overview of ASL2® ● Overview of BiSL® ● Additional information resources Agenda 2
  • itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM ● Please send your questions and comments during the presentation ● After each of the 3 major sections there will be time to address these Questions & comments 3 View slide
  • itSMF Singapore 2013 Annual Conference - Value of ITSM Happiness(%) Paradigmologist Smalley.IT IT Paradigmologist 4 View slide
  • IT Org User Org Demand SupplyUse Info Syst Big IT Picture 5
  • IT Org User Org Demand SupplyUse Info Syst Big IT Picture Functionality? Performance? Security? IS being used well enough? IT changing IS quickly enough? Quality of dialogue and relationship B&IT?Demonstrate governance of I&T? Delivering (innovative) value? 6
  • IT Org User Org Demand SupplyUse Info Syst Big IT Picture 7
  • Info Syst Information Systems Information & Technology Data Software Hardware Wisdom Knowledge Information Data 8 Applications Infrastructure
  • Applications Infrastructure Information & Technology Information & Technology are Business Assets that are closely intertwined but have different characteristics and need to be managed in their own right Data Software Hardware Wisdom Knowledge Information Data 9
  • Info Syst Application „objects‟ to be managed The application & it‟s implementation & it‟s use 10
  • IT Org User Org Organizations Values & Goals & Strategy People & Knowledge & Skills Processes & Activities Roles & Responsibilities Relationships & Agreements 11
  • IT Org User Org Responsibilities Information & Technology Data Software Hardware Wisdom Knowledge Information Data 12
  • IT Org User Org Responsibilities 13 Supply of IT services Communication of benefits, costs and risks Demand for and use of information and technology
  • Responsibilities Supply of IT services Communication of benefits, costs and risks Demand for and use of information and technology 14
  • Business Strategy Business Projects Business Operations Information Strategy Functionality Management Usage Management IT Strategy IT Projects & Releases IT Operations Application Strategy Service Strategy Application Maintenance & Renewal Service Design & Transition Application Support Service Operation IT Services IT SupplyBusiness BiSL ASL ITIL BiSL ASL ITIL Bus. Info. Mgmt incl. IT Demand Mgmt 15
  • Bus.Info.Mgmt “The means by which an organization efficiently plans, collects, organizes, uses, controls, disseminates and disposes of its information, and through which it ensures that the value of that information is identified and exploited to the fullest extent.” Queensland Government Information Management Policy Definitions, December 2009, version 1.0.1 16
  • Bus.Info.Mgmt “A corporate responsibility that needs to be addressed and followed from the most senior levels of management to the front line worker. Organizations must be held and must hold their employees accountable to […] manage […] information appropriately and responsibly.” Association for Information and Image Management (AIIM) What is Information Management? 17
  • Definitions of BIM About exploiting value Corporate responsibility Technology is not mentioned, but technological progress has fuelled the information revolution 18
  • Symptoms of poor BIM Wrong interpretation  bad decision-making Time wasted using information systems IT budget wasted on wrong things Delayed business projects Competitive disadvantage Compliance issues Business not in control 19
  • IT Org User Org Demand SupplyConsumption Info Syst 20
  • 21 Demand & Use ITSM (supply) Architecture Project Management Internal Control Security EGIT COBIT 5 vs BiSL Relationship: x = weak xxxx = strong I-organisation strategy Information coordination Information strategy Management processes Usemanagement Connecting processes Functionality management EDM Evaluate, Direct and Monitor x x x APO Align, Plan and Organise x xx xxx BAI Build, Acquire and Implement xx x xx xxxx DSS Deliver, Service and Support xx MEA Monitor, Evaluate and Assess 21
  • Enterprise 22 Traditional IT value chain Bus. dept. IT dept. Ext. IT serv prov Customer Citizen Manuf. IT comp. 22
  • 23 Disruptive power shift Bus. dept. Ext. IT serv prov Customer Citizen Manuf. IT comp. IT dept. Enterprise 23
  • 24 Tension Bus. dept. Ext. IT serv prov Customer Citizen Manuf. IT comp. IT dept. Enterprise 24
  • 25
  • 26 Capability shift Ext. IT serv prov Customer Citizen Manuf. IT comp. Enterprise IT dept Bus. dept. 26
  • Classic ITSM „Business ITSM‟ „ITSM logistics‟ Enterprise 27 Disrupted ITSM Career? Bus. dept. IT dept Ext. IT serv prov Customer Citizen Manuf. IT comp. 27
  • IT Org User Org Demand Supply Info & Tech Big IT Picture Use 28
  • itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM Questions and comments about the introduction? 29
  • itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM ASL2® & BiSL® • Process frameworks; first initiative in 1996 • Owned by not-for profit ASL BiSL Foundation (NL) • Collaboration with other membership org‟s • Based on industry best practices • Recognized as ITIL complimentary qualifications • ASL „adopted‟ by NEN and ISO (16350) • Training by accredited training organizations • Certification by APMG; books by Van Haren Publ. • Most publications and knowledge free of charge30
  • itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM ASL2® Statements • Complexity is growing strongly and IT Services are diversifying • Specialization and other trends lead to multiple supplier service delivery for customers • Integration of IT services is becoming the issue and depends on clearly defined interfacing • ASL can be used for • Management of individual „service components‟ • Integration of multiple service components 31
  • ● Are your information systems heavy- duty trains or light-weight scooters? ● Do you have appropriate policies, processes and practices for each category? ● Your landscape is hybrid ● So build your new city within the old city Source: Capgemini “Diversity” 32
  • itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM Integrated service delivery and „service team‟ 33 IT Org User Org Demand SupplyUse Info Syst Mgmt Users BIM Serv Team AM ITIM
  • Business Strategy Business Projects Business Operations Information Strategy Functionality Management Usage Management IT Strategy IT Projects & Releases IT Operations Application Strategy Service Strategy Application Maintenance & Renewal Service Design & Transition Application Support Service Operation IT Services IT SupplyBusiness BiSL ASL ITIL BiSL ASL ITIL Bus. Info. Mgmt incl. IT Demand Mgmt 34
  • Operational Managing Strategic Services Application Levels, perspectives & process clusters 35
  • Operational Managing Strategic Process within clusters Services Application 36
  • Operational Managing Strategic Services Application Application support Are the applications running and working properly? 37
  • Operational Managing Strategic Services Application Application maintenance and renewal How will the applications be modified to suit changing demands? 38
  • Operational Managing Strategic Services Application How are support, and maintenance and renewal of applications synchronized? Connecting processes 39
  • Operational Managing Strategic Services Application Are activities performed according to goals, agreements and strategies? Management processes 40
  • Operational Managing Strategic Services Application Application strategy How will the application landscape evolve to fulfill long-term needs? 41
  • Operational Managing Strategic Services Application Application management organization strategy How will application management be positioned and organized in the future? 42
  • itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM ASL2® Example best practice Service level agreement 43 43
  • itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM ASL & ITIL http://best-management-practice.com/ Knowledge-Centre/White-Papers 44
  • itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM Questions and comments about ASL2®? 45
  • itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM BiSL® Statements • Organizations depend on information systems • Information management is critically important • Essential to be in control of IT outsourcing • Complex organizations have varied demands – BIM bridges business and IT • BIM helps to deal with rapid change in organizations and their requirements • Operations and strategy must be linked • BiSL is a generic framework for BIM 46
  • Business Strategy Business Projects Business Operations Information Strategy Functionality Management Usage Management IT Strategy IT Projects & Releases IT Operations Application Strategy Service Strategy Application Maintenance & Renewal Service Design & Transition Application Support Service Operation IT Services IT SupplyBusiness BiSL ASL ITIL BiSL ASL ITIL Bus. Info. Mgmt incl. IT Demand Mgmt 47
  • Information strategy Functionality management Use management Financial management Demand management Contract management I-organization strategy Management processes Connecting processesOperational Managing Strategic Use and structure Content Levels, perspectives & process clusters Information coordination 48
  • Processes within clusters Financial management Demand management Contract management Operational supplier management Business data management End user support Infor- mation coor- dination Use management Functionality management Specify information requirements Design non- automated info. systems Prepare transition Review and testing Establish bus. process developments Information strategy Strategic supplier management Strategic info. partner management Define I-organization strategy Strategic user relationship management I-organization strategy Information lifecycle management Establish info. chain developments Establish technological developments Change- management Transition management Information portfolio management Operational Managing Strategic 49 Planning and resource management
  • Roles are often informal Financial management Demand management Contract management Operational supplier management Business data management End user support Infor- mation coor- dination Use management Functionality management Specify information requirements Design non- automated info. systems Prepare transition Review and testing Establish bus. process developments Strategic supplier management Strategic info. partner management Define I-organization strategy Strategic user relationship management Information lifecycle management Establish info. chain developments Establish technological developments Change- management Transition management Information portfolio management Operational Key user Business information administrator Managing Product manager System owner In line with policy CIO Information manager 50 Information strategyI-organization strategy Planning and resource management
  • Use management Planning and resource management Financial management Demand management Contract management Operational supplier management Business data management End user support Infor- mation coor- dination Specify information requirements Design non- automated info. systems Prepare transition Review and testing Establish bus. process developments Strategic supplier management Strategic info. partner management Define I-organization strategy Strategic user relationship management Information lifecycle management Establish info. chain developments Establish technological developments Change- management Transition management Information portfolio management Operational Managing Strategic Is the operational information provisioning used and managed efficiently? 51
  • Functionality management Planning and resource management Financial management Demand management Contract management Operational supplier management Business data management End user support Infor- mation coor- dination Specify information requirements Design non- automated info. systems Prepare transition Review and testing Establish bus. process developments Strategic supplier management Strategic info. partner management define I-organization strategy Strategic user relationship management Information lifecycle management Establish info. chain developments Establish technological developments Change- management Transition management Information portfolio management What form will information provision take in the near future? 52
  • Planning and resource management Financial management Demand management Contract management Operational supplier management Business data management End user support Infor- mation coor- dination Specify information requirements Design non- automated info. systems Prepare transition Review and testing Establish bus. process developments Strategic supplier management Strategic info. partner management Define I-organization strategy Strategic user relationship management Information lifecycle management Establish info. chain developments Establish technological developments Change- management Transition management Information portfolio management Connecting processes Why and how do we change information provision? 53
  • Management processes Financial management Demand management Contract management Operational supplier management Business data management End user support Infor- mation coor- dination Specify information requirements Design non- automated info. systems Prepare transition Review and testing Establish bus. process developments Strategic supplier management Strategic info. partner management define I-organization strategy Strategic user relationship management Information lifecycle management Establish info. chain developments Establish technological developments Change- management Transition management Information portfolio management How do we manage information provision? 54 Planning and resource management
  • Information strategy Planning and resource management Financial management Demand management Contract management Operational supplier management Business data management End user support Infor- mation coor- dination Specify information requirements Design non- automated info. systems Prepare transition Review and testing Establish bus. process developments Strategic supplier management Strategic info. partner management Define I-organization strategy Strategic user relationship management Information lifecycle management Establish info. chain developments Establish technological developments Change- management Transition management Information portfolio management What will information provision look like in the future? 55
  • I-organization strategy Planning and resource management Financial management Demand management Contract management Operational supplier management Business data management End user support Infor- mation coor- dination Specify information requirements Design non- automated info. systems Prepare transition Review and testing Establish bus. process developments Strategic supplier management Strategic info. partner management Define I-organization strategy Strategic user relationship management Information lifecycle management Establish info. chain developments Establish technological developments Change- management Transition management Information portfolio management How is business information management organized? 56
  • Connecting processes – strategic level Planning and resource management Financial management Demand management Contract management Operational supplier management Business data management End user support Infor- mation coor- dination Specify information requirements Design non- automated info. systems Prepare transition Review and testing Establish bus. process developments Strategic supplier management Strategic info. partner management Define I-organization strategy Strategic user relationship management Information lifecycle management Establish info. chain developments Establish technological developments Change- management Transition management Information portfolio management How are (semi-)autonomous Information plans optimized? 57
  • itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM BiSL® Example best practice Process description Design non-automated information systems 58 58
  • itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM BiSL & ITIL http://best-management-practice.com/ Knowledge-Centre/White-Papers 59
  • IT Continual service improvement 7-step improve.plan Business strategy Business management Business projects Business operations End user support Business data mgmt Operational supplier mgmt Change mgmt Specify information requirements Design non-automated info. syst. Review and testing Prepare transition Transition mgmt Planning and resource mgmt Financial mgmt Demand mgmt Contract mgmt Establish business process dev. Establish information chain dev. Establish technological developments Information lifecycle mgmt Information portfolio mgmt Information coordination Strategic supplier mgmt Strategic user relationship mgmt Strategic info. partner mgmt Define I-organization strategy Service operation Event mgmt Incident mgmt Request fulfilment Problem mgmt Access mgmt Service transition Trans.plan.& supp. / Change mgmt Service asset and configuration mgmt Release and deployment mgmt Service validation and testing Change evaluation / Knowledge mgmt Service design Design coordination Serv.cat.mgmt / Serv.level mgmt Availability mgmt / Capacity mgmt IT service continuity mgmt Info.security mgmt / Supplier mgmt Service strategy Strategy mgmt for IT services Service portfolio mgmt Financial mgmt for IT services Demand mgmt Business relationship mgmt BiSL for Demand ITIL for Supply 60 60
  • BiSL helps… Role Pain Cause Business managers Process owners Business analysts Information managers Delays and costs, reputation damage, compliancy risks, missed revenue Poor (use of) information and technology Project managers Delayed sign-off, poor professional reputation IT deliverables not embedded in business processes IT (service) managers Front-line IT practitioners IT consultants Dissatisfied users / business, feeling misunderstood Misalignment of IT with the business
  • Bottom line Benefits Hospital Mental health service provider Corporate governance  Business involvement   Decision-making   Resource allocation   Project after-care  Business satisfaction  Supplier management  Data registration & security  Business process efficiency 
  • itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM 63
  • itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM The T-shaped professional • Increasing number of specialised parties • Interfaces are crucial • Important to understanding neighbours‟ fields • T-shaped professionals bridge the gap 64 Understanding of multiple fields Depthof understanding ofprimaryfield
  • itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM Questions and comments about BiSL® and any other topics? 65
  • itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM Free publications, best practices and newsletter www.aslbislfoundation.org & @aslbisl Certification & list of Training Organizations www.apmg-international.com Books www.vanharen.net Additional information resources 66
  • itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM Things will improve. They just might improve without you. Chris Dancy @ServiceSphere 67
  • itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM mark.smalley@aslbislfoundation.org www.linkedin.com/in/marksmalley @marksmalley on Twitter Smalley.IT Please keep in touch 68