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Business Service Management Summit    August 10th 2011    Taking the BS out of BSM    (and putting BiSL into BSM)    Mark ...
Welcome!           #BTBSM
Welcome!           #BTBSM
Welcome!           #BTBSM
1st VoteWelcome!    please!   #BTBSM            #BTBSM
1st voteYour use of Twitter during this webcast?A None, I‟m not on TwitterB I‟m on Twitter but I can‟t use it nowC I‟m on ...
Them vs Us    Short vs Long7                    #BTBSM
2nd Vote                    please!Compromise     Them vs Us    Short vs Long8                     #BTBSM
2nd voteI share this „life view‟A CompletelyB MostlyC Mostly notE Not at all9                           #BTBSM
Mark SmalleyIT Paradigmologistmarksmalley @                     #BTBSM
ASL BiSL Foundation• Professional association for Information  Management and Application Management• Founded in 2002 in t...
ASL BiSL Foundation –             Free Products & Services•    Process frameworks: ASL and BiSL•    Best practices•    Boo...
Speaking     Engagements                   3rd Vote                   please!13                   #BTBSM
3rd voteWhere are you based?A AfricaB America (North & South)C Asia incl. Middle EastD Australia & New ZealandE Europe14  ...
Emanuel School (1594)15                             #BTBSM
Emanuel School (1889)16                             #BTBSM
196417            #BTBSM
1964         “A pleasant,       thoughtful boy”“tends to become a little   confused at times”  18                         ...
ProgrammerThe popular image of an expert programmer is• a man (seldom a woman),• careless of physical appearance,• sociall...
The pleasant, thoughtful boy, who     used to have a narrow and intense     interest in trains, will now think     pleasan...
The pleasant, thoughtful boy, who                  used to have a narrow and intense                  interest in trains, ...
Demand/Supply Fetish                                                        Business                                      ...
Demand/Supply Fetish                                                        Business                        “I do your thi...
Assumption• You‟re probably an IT Service Provider who wants  to improve his/her customer satisfaction• Or a consultant ta...
4th Vote           Agenda                     please!•    Introduction•    Analysis BSM•    Demand/Supply•    Overview BiS...
4th voteYour knowledge about BSM?A Next to nothingB Basic conceptsC Good overviewD Experienced practitionerE Expert26     ...
The pleasant, thoughtful boy                    is thinking pleasantly about BSM         BSMBusiness Service Management =•...
Wikipedia on BSMA methodology for monitoring and measuringIT services from a business perspective;in other words, BSM is a...
ITIL V3 ® on Services• Service: Delivering something of value to a Customer  that is not goods. Also a synonym for IT Serv...
The pleasant, thoughtful boy,     who used to be a programmer,     has interpreted these written     statements about Busi...
ITIL V3 ® on Services     Services “something of value that is not goods”31                                               ...
ITIL V3 ® on Services     Services “something of value that is not goods”        IT Services,            Business Services...
ITIL V3 ® on Services     Services “something of value that is not goods”        IT Services,            Business Services...
ITIL V3 ® on Services       Services “something of value that is not goods”            IT Services,               Business...
ITIL V3 ® on Services       Services “something of value that is not goods”            IT Services,               Business...
The pleasant, thoughtful boy                                         is now a little confused                ITIL V3 ® on ...
ITIL 2011 ® on Services                          Services          IT services            Business services               ...
The pleasant, thoughtful boy                                                           continues to think, pleasantly     ...
Business     Demand-SupplyEnterprise   Business service      Products                            &management (ITIL 2011)  ...
IT Service             Demand-Supply          Enterprise      UserIT Org.                          Org.              IT   ...
IT Service             Demand-Supply          Enterprise      UserIT Org.                          Org.              IT   ...
Information   and IT services  User Organization  BSMi = Primary Delivery Process                                         ...
Information   and IT services  User Organization  BSMi = Primary Delivery Process                                         ...
Use and         manage         information• Determine how information (technology) can  contribute to business strategy• D...
Informationand IT servicesUser OrganizationBSMi = Primary Delivery Process                                      Products  ...
Information           and IT services           User Organization           BSMi = Primary Delivery Process               ...
Procure and         manage         IT services• Translate information requirements into IT  services requirements• Contrac...
Information    5th Vote           and IT services please!           User Organization           BSMi = Primary Delivery Pr...
5th voteAgree that BSMs (as in this Summit)manages IT Services from a business perspective?A YesB No (please Tweet!)49    ...
Responsibilities 6th Vote                               please!          Enterprise    UserIT Org.                        ...
6th voteWho should be responsible for ensuringthat IT Services meet Business goals?A Only the IT Customer (Business)B Main...
The pleasant, thoughtful boy may     now be about to make a socially     inept statement , as     programmers often do52  ...
#BTBSM
BSMs isn’t an IT responsibility                   #BTBSM
Compromise      Them vs Us     Short vs Long55                     #BTBSM
Compromise      Them vs Us     Short vs Long56                     #BTBSM
Compromise      Them vs Us     Short vs Long57                     #BTBSM
Agenda•    Introduction•    Analysis BSM•    Demand/Supply•    Overview BiSL•    Resources•    Recap58                    ...
IT = Power Assisted Steering59                            #BTBSM
IT = Power Assisted SteeringBusiness ‘what’                    IT 60               ‘how’                                  ...
7th Vote         Demand/Supply                please!         Responsibilities• IT Service Providers engage with Customers...
7th voteAgree with this division of responsibilities?A CompletelyB MostlyC Mostly notD Not at all62                       ...
Guidance          Enterprise       UserIT Org.                           Org.              IT                            P...
Guidance for             IT Organizations          Enterprise      UserIT Org.                          Org.              ...
Guidance for           User Organizations?            User Organization            BSMi = Primary Delivery Process        ...
Business responsibilities66                        #BTBSM
Agenda•    Introduction•    Analysis BSM•    Demand/Supply•    Overview BiSL•    Resources•    Recap67                    ...
BiSL Framework                                        Supplier                                                            ...
Business               responsibilities• Determine how information (technology) can contribute to  business strategy• Deci...
• Ensure appropriate use of information and information systems• Ensure data quality• Manage operational contacts with ITS...
• Determine what information is needed to support business  processes• Translate information requirements into IT services...
• Implement (change to) information systems (both automated  and manual „systems‟)         Planning and     resource manag...
Strategic                  supplier                management                                                    Contract ...
Establish                       Define                                        information                   technological ...
Establish                                                      technological                                              ...
Agenda•    Introduction•    Analysis BSM•    Demand/Supply•    Overview BiSL•    Resources•    Recap76                    ...
77     #BTBSM
78     #BTBSM
Highlights White Paper• BiSL describes responsibilities of the Business  and aims primarily to guide the Business• ITIL de...
ASL Framework (Supply)                                                                                        Customer    ...
Agenda•    Introduction•    Analysis BSM•    Demand/Supply•    Overview BiSL•    Resources•    Recap81                    ...
Recap• „BSM‟ is not a well defined term  Essence BSMs = aligning IT with business goals82                                 ...
Recap• „BSM‟ is not a well defined term  Essence BSMs = aligning IT with business goals• ITSM is an IT responsibility  BSM...
Recap• „BSM‟ is not a well defined term  Essence BSMs = aligning IT with business goals• ITSM is an IT responsibility  BSM...
Recap• „BSM‟ is not a well defined term  Essence BSMs = aligning IT with business goals• ITSM is an IT responsibility  BSM...
Keep in touch!     mark.smalley@aslbislfoundation.org          marksmalley @ LinkedIn           marksmalley @ Twitter     ...
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Business service management (BrightTALK webinar, Aug 2011)

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Transcript of "Business service management (BrightTALK webinar, Aug 2011)"

  1. 1. Business Service Management Summit August 10th 2011 Taking the BS out of BSM (and putting BiSL into BSM) Mark Smalley1 #BTBSM
  2. 2. Welcome! #BTBSM
  3. 3. Welcome! #BTBSM
  4. 4. Welcome! #BTBSM
  5. 5. 1st VoteWelcome! please! #BTBSM #BTBSM
  6. 6. 1st voteYour use of Twitter during this webcast?A None, I‟m not on TwitterB I‟m on Twitter but I can‟t use it nowC I‟m on Twitter but don‟t want to use it nowD I‟ll probably just follow the tweetsE I‟ll probably be tweeting as well6 #BTBSM
  7. 7. Them vs Us Short vs Long7 #BTBSM
  8. 8. 2nd Vote please!Compromise Them vs Us Short vs Long8 #BTBSM
  9. 9. 2nd voteI share this „life view‟A CompletelyB MostlyC Mostly notE Not at all9 #BTBSM
  10. 10. Mark SmalleyIT Paradigmologistmarksmalley @ #BTBSM
  11. 11. ASL BiSL Foundation• Professional association for Information Management and Application Management• Founded in 2002 in the Netherlands: Not-for- profit, Vendor-independent, Public domain organization• Advance professionalization of IT from both a business and an IT perspective• Funded by 30 Demand and Supply organizations who benefit from frameworks and best practices• Frameworks and best practices are freely available11• http://www.aslbislfoundation.org #BTBSM
  12. 12. ASL BiSL Foundation – Free Products & Services• Process frameworks: ASL and BiSL• Best practices• Books (fee), e-books (free)• Publications, whitepapers, presentations• On-line support• Individual examination specification (EXIN)• Recognized by the priSM Institute• Organization certification specification (fee)• Theme sessions, Annual conference (fee)12• http://www.aslbislfoundation.org #BTBSM
  13. 13. Speaking Engagements 3rd Vote please!13 #BTBSM
  14. 14. 3rd voteWhere are you based?A AfricaB America (North & South)C Asia incl. Middle EastD Australia & New ZealandE Europe14 #BTBSM
  15. 15. Emanuel School (1594)15 #BTBSM
  16. 16. Emanuel School (1889)16 #BTBSM
  17. 17. 196417 #BTBSM
  18. 18. 1964 “A pleasant, thoughtful boy”“tends to become a little confused at times” 18 #BTBSM
  19. 19. ProgrammerThe popular image of an expert programmer is• a man (seldom a woman),• careless of physical appearance,• socially inept,• with narrow and intense interests and• a peculiarly literal way of interpreting spoken or written statementsSource: SQ Minus EQ can Predict ProgrammingAptitude, Stuart Wray19 #BTBSM
  20. 20. The pleasant, thoughtful boy, who used to have a narrow and intense interest in trains, will now think pleasantly about Business Service Management20 Photo: Roger George Clark #BTBSM
  21. 21. The pleasant, thoughtful boy, who used to have a narrow and intense interest in trains, will now think pleasantly about Business Service ManagementTim Berners-Lee 21 Photo: Roger George Clark #BTBSM
  22. 22. Demand/Supply Fetish Business Information Production & Consumption IT Service Custom Demand Applications IT Service Provisioning N:M Standard “I do my thing”Applications &Infrastructure22 http://smalleysoneliners.blogspot.com/2011/07/ demand-and-supply-in-it-service-chains.html #BTBSM
  23. 23. Demand/Supply Fetish Business “I do your thing” Information 1:1 Production & IT Service Consumption Integration IT Service Custom Demand Applications IT Service Provisioning Standard “I do my thing”Applications &Infrastructure23 http://smalleysoneliners.blogspot.com/2011/07/ demand-and-supply-in-it-service-chains.html #BTBSM
  24. 24. Assumption• You‟re probably an IT Service Provider who wants to improve his/her customer satisfaction• Or a consultant taking this perspective• Otherwise please tweet!24 #BTBSM
  25. 25. 4th Vote Agenda please!• Introduction• Analysis BSM• Demand/Supply• Overview BiSL• Resources• Recap25 #BTBSM
  26. 26. 4th voteYour knowledge about BSM?A Next to nothingB Basic conceptsC Good overviewD Experienced practitionerE Expert26 #BTBSM
  27. 27. The pleasant, thoughtful boy is thinking pleasantly about BSM BSMBusiness Service Management =• Management of Business Services?• Business Management of Services?• Service Management of Business?• Basic Service Management?27 #BTBSM
  28. 28. Wikipedia on BSMA methodology for monitoring and measuringIT services from a business perspective;in other words, BSM is a set of management softwaretools, processes and methods to manage IT via abusiness-centered approach.ITIL has recently identified BSM as a best practice forIT infrastructure management and operations.28 #BTBSM
  29. 29. ITIL V3 ® on Services• Service: Delivering something of value to a Customer that is not goods. Also a synonym for IT Service.• IT Service: A Service provided to one or more Customers by an IT Service Provider. – Business Service: An IT Service that directly supports a Business Process, as opposed to an Infrastructure Service, which is used internally by the IT Service Provider and is not usually visible to the Business. Also used to mean a Service that is delivered to Business Customers by Business Units. – Infrastructure Service: An IT Service that is not directly used by the Business, but is required by the IT Service Provider so they can provide other IT Services.29 #BTBSM
  30. 30. The pleasant, thoughtful boy, who used to be a programmer, has interpreted these written statements about Business Service Management in a peculiarly literal way30 #BTBSM
  31. 31. ITIL V3 ® on Services Services “something of value that is not goods”31 #BTBSM
  32. 32. ITIL V3 ® on Services Services “something of value that is not goods” IT Services, Business Services synonym: Services (for Business Customers, e.g. “goods for customers of a retail store”)32 #BTBSM
  33. 33. ITIL V3 ® on Services Services “something of value that is not goods” IT Services, Business Services synonym: Services (for Business Customers, e.g. “goods for customers of a retail store”)33 #BTBSM
  34. 34. ITIL V3 ® on Services Services “something of value that is not goods” IT Services, Business Services synonym: Services (for Business Customers, e.g. “goods for customers of Infra- Business a retail store”) structure Services Services (for Customers) (for ITSP‟s, e.g. “directory services”)34 #BTBSM
  35. 35. ITIL V3 ® on Services Services “something of value that is not goods” IT Services, Business Services synonym: Services (for Business Customers, e.g. “goods for customers of Infra- Business a retail store”) structure Services Services (for Customers) (for ITSP‟s, e.g. “directory services”)35 #BTBSM
  36. 36. The pleasant, thoughtful boy is now a little confused ITIL V3 ® on Services Services “something of value that is not goods” IT Services, Business Services synonym: Services (for Business Customers, e.g. “goods for customers of Infra- Business a retail store”) structure Services Services (for Customers) (for ITSP‟s, e.g. “directory services”)36 #BTBSM
  37. 37. ITIL 2011 ® on Services Services IT services Business services (for Business customers, “often depends on one or Supporting Customer- more IT services” services facing IT services “may consist almost entirely of an IT service”)37 #BTBSM
  38. 38. The pleasant, thoughtful boy continues to think, pleasantly ITIL 2011 ® Glossary690 of 550,000 words = 0,1% (V3) • BSM: The management of business services delivered to business customers. Business service management is performed by business units. • ITSM: The implementation and management of quality IT services that meet the needs of the business. • SM: A set of specialized organizational capabilities for providing value to customers in the form of services. 38 #BTBSM
  39. 39. Business Demand-SupplyEnterprise Business service Products &management (ITIL 2011) Services ‘Business services’ #BTBSM
  40. 40. IT Service Demand-Supply Enterprise UserIT Org. Org. IT Products ITSM services BSMi & Services Supp. ‘Business serv. (customers of IT) services’ #BTBSM
  41. 41. IT Service Demand-Supply Enterprise UserIT Org. Org. IT Products ITSM services BSMi & Services Supp. ‘Business serv. (customers of IT) services’ #BTBSM
  42. 42. Information and IT services User Organization BSMi = Primary Delivery Process Products & ServicesSupporting Supporting Supporting Process Process Process #BTBSM
  43. 43. Information and IT services User Organization BSMi = Primary Delivery Process Products & Use and manage information ServicesSupporting Supporting Supporting Process Process Process #BTBSM
  44. 44. Use and manage information• Determine how information (technology) can contribute to business strategy• Decide who‟s responsible for what• Determine what information is needed to support business processes• Implement (change to) information systems (both automated and manual „systems‟)• Ensure appropriate use of information and information systems• Ensure data quality44 #BTBSM
  45. 45. Informationand IT servicesUser OrganizationBSMi = Primary Delivery Process Products & Use and manage information Services #BTBSM
  46. 46. Information and IT services User Organization BSMi = Primary Delivery Process Products & Use and manage information Services IT Procure andservices manage IT services #BTBSM
  47. 47. Procure and manage IT services• Translate information requirements into IT services requirements• Contract IT service provider(s) (ITSP)• Manage operational contacts with ITSP‟s• Manage contracts and relationships with ITSP‟s47 #BTBSM
  48. 48. Information 5th Vote and IT services please! User Organization BSMi = Primary Delivery Process Products & Use and manage information Services “Monitoring and IT Procure and measuring ITservices manage = BSM s services IT services from a business perspective” #BTBSM
  49. 49. 5th voteAgree that BSMs (as in this Summit)manages IT Services from a business perspective?A YesB No (please Tweet!)49 #BTBSM
  50. 50. Responsibilities 6th Vote please! Enterprise UserIT Org. Org. Products IT ITSM services BSMi & Services Supp. ‘Business serv. (customers services’ of IT)Who should be responsible for BSMs =ensuring that IT Services meet Business goals:IT service provider or IT customer? #BTBSM
  51. 51. 6th voteWho should be responsible for ensuringthat IT Services meet Business goals?A Only the IT Customer (Business)B Mainly the IT Customer (Business)C Both in equal measuresD Mainly the IT Service ProviderE Only the IT Service Provider51 #BTBSM
  52. 52. The pleasant, thoughtful boy may now be about to make a socially inept statement , as programmers often do52 #BTBSM
  53. 53. #BTBSM
  54. 54. BSMs isn’t an IT responsibility #BTBSM
  55. 55. Compromise Them vs Us Short vs Long55 #BTBSM
  56. 56. Compromise Them vs Us Short vs Long56 #BTBSM
  57. 57. Compromise Them vs Us Short vs Long57 #BTBSM
  58. 58. Agenda• Introduction• Analysis BSM• Demand/Supply• Overview BiSL• Resources• Recap58 #BTBSM
  59. 59. IT = Power Assisted Steering59 #BTBSM
  60. 60. IT = Power Assisted SteeringBusiness ‘what’ IT 60 ‘how’ #BTBSM
  61. 61. 7th Vote Demand/Supply please! Responsibilities• IT Service Providers engage with Customers and advise appropriately• Customers decide what IT Services they want to acquire• IT Service Providers deliver these IT Services according to specifications• Customers evaluate whether these IT Services deliver the required (business) value and otherwise they redefine the IT Services61 #BTBSM
  62. 62. 7th voteAgree with this division of responsibilities?A CompletelyB MostlyC Mostly notD Not at all62 #BTBSM
  63. 63. Guidance Enterprise UserIT Org. Org. IT Products ITSM services BSMi & Services Supp. ‘Business serv. (customers of IT) services’ #BTBSM
  64. 64. Guidance for IT Organizations Enterprise UserIT Org. Org. IT Products ITSM services BSMi & Services Supp. ‘Business serv. (customers of IT) services’ITIL,ISO 20000,CMMI, ASL,USMBOK etc. #BTBSM
  65. 65. Guidance for User Organizations? User Organization BSMi = Primary Delivery Process Products & Use and manage information Services IT Procure andservices manage IT services #BTBSM
  66. 66. Business responsibilities66 #BTBSM
  67. 67. Agenda• Introduction• Analysis BSM• Demand/Supply• Overview BiSL• Resources• Recap67 #BTBSM
  68. 68. BiSL Framework Supplier Define Define relationship chain technological management developments developments Infor- User Define mation Information Information relationship organization coor- Lifecycle Portfolio management dination Management Management Chain partner Develop Define relationship Develop I-organization business management information strategy process dev. strategy Planning and Financial Demand Contract Control management management Management Change- mgt Design non- Requirements User Data automated specification support management IS Transistion Review Operational IT planning and test management Operations management Transition Functionality management68 #BTBSM
  69. 69. Business responsibilities• Determine how information (technology) can contribute to business strategy• Decide who‟s responsible for what• Determine what information is needed to support business processes• Implement (change to) information systems (both automated and manual „systems‟)• Ensure appropriate use of information and information systems• Ensure data quality• Translate information requirements into IT services requirements• Contract IT service provider(s) (ITSP)• Manage operational contacts with ITSP‟s•69 Manage contracts and relationships with ITSP‟s #BTBSM
  70. 70. • Ensure appropriate use of information and information systems• Ensure data quality• Manage operational contacts with ITSP‟s End user Business data support management Operational supplier management User management cluster70 #BTBSM
  71. 71. • Determine what information is needed to support business processes• Translate information requirements into IT services requirements Financial Demand management management Change- mgt Specify information requirements Functionality management cluster71 #BTBSM
  72. 72. • Implement (change to) information systems (both automated and manual „systems‟) Planning and resource management Change- mgt Design non- automated IS Prepare Reviewing transition and testing Transition mgt Functionality management cluster72 #BTBSM
  73. 73. Strategic supplier management Contract management• Contract ITSP‟s• Manage contracts and relationships with ITSP‟s73 #BTBSM
  74. 74. Establish Define information technological chain devel. developments Infor- mation Information Information coor- lifecycle portfolio dination management management Establish Information business strategy process dev. cluster• Determine how information (technology) can contribute to business strategy Establish74 technological #BTBSM developments
  75. 75. Establish technological developments Strategic user I-organization relationship strategy management Strategic infor- I-organization mation partner strategy management cluster• Decide who‟s responsible for what75 #BTBSM
  76. 76. Agenda• Introduction• Analysis BSM• Demand/Supply• Overview BiSL• Resources• Recap76 #BTBSM
  77. 77. 77 #BTBSM
  78. 78. 78 #BTBSM
  79. 79. Highlights White Paper• BiSL describes responsibilities of the Business and aims primarily to guide the Business• ITIL describes part of BiSL‟s domain in order that IT Service Providers have better understanding of the Business‟ role• Because ITIL is written as guidance for IT Service Providers and BiSL is written as guidance for the Business, BiSL and ITIL can be regarded as complementary standards79 #BTBSM
  80. 80. ASL Framework (Supply) Customer Account Organisation Supplier & Market Strategy Definition Definition Service IT Customer Free Management Guide at www.aslbislfoundation.org Delivery Developments Application Life- Environment Definition Strategy cycle Management Strategy Applicatie Port- Capabilities Technology folio Management Definition Definition Contract Planning Quality Financial Supplier management and control management management management Change management Design Use Continuity support management Impact analysis Realisation Implementatie Configuration IT operation management management Software80 control and Testing distribution #BTBSM
  81. 81. Agenda• Introduction• Analysis BSM• Demand/Supply• Overview BiSL• Resources• Recap81 #BTBSM
  82. 82. Recap• „BSM‟ is not a well defined term Essence BSMs = aligning IT with business goals82 #BTBSM
  83. 83. Recap• „BSM‟ is not a well defined term Essence BSMs = aligning IT with business goals• ITSM is an IT responsibility BSMi & BSMs are Business responsibilities83 #BTBSM
  84. 84. Recap• „BSM‟ is not a well defined term Essence BSMs = aligning IT with business goals• ITSM is an IT responsibility BSMi &BSMs are Business responsibilities• ITIL etc offer guidance for ITSP‟s BiSL offers guidance for the Business ITIL and BiSL are complimentary BiSL offers guidance for „BSM‟84 #BTBSM
  85. 85. Recap• „BSM‟ is not a well defined term Essence BSMs = aligning IT with business goals• ITSM is an IT responsibility BSMi & BSMs are Business responsibilities• ITIL etc offer guidance for ITSP‟s BiSL offers guidance for the Business ITIL and BiSL are complimentary BiSL offers guidance for „BSM‟• Smalley is a pleasant, thoughtful boy85 #BTBSM
  86. 86. Keep in touch! mark.smalley@aslbislfoundation.org marksmalley @ LinkedIn marksmalley @ Twitter www.aslbislfoundation.org Free downloads Newsletter86 #BTBSM
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