IT Spring - the Aftermath (KB&P The Hague, June 2013)

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IT Spring - the Aftermath (KB&P The Hague, June 2013)

  1. 1. 1 IT Spring – the Aftermath Scheveningen, 27 June 2013 Mark Smalley, IT Paradigmologist @marksmalley & mark.smalley@aslbislfoundation.org
  2. 2. 2 HEALTH WARNING The contents of this presentation may cause shock, vomiting, confusion, p anic, euphoria, and anxiety. If you suffer from high blood pressure, a nervous disorder, or palpitations, consult your doctor before attending.
  3. 3. 3 Q > A
  4. 4. 4 4 Happiness(%) Paradigmologist Smalley.IT IT Paradigmologist
  5. 5. 5 5 Paradigmologist Smalley.IT Manager‟s perspective
  6. 6. 6 6 Happiness(%) Paradigmologist Smalley.IT Happiness
  7. 7. 7 7 Happiness is U-shaped EUR 43 44 USA 45 49 Source: www.nber.org/papers/w12935.pdf Prof A. Oswald
  8. 8. 8 Dalai Lama… Meaning of life, I consider the happiness and usefulness, is the purpose of our life, meaning of our life. The very existence of our life, is surely not for trouble, not for suffering.
  9. 9. 9 9 Happiness & usefulness YouTube RSA Drive
  10. 10. 10 10 Line of everything Source: www.londonbusinessforum.com/events/myself_and_other_matters (32:45) Charles Handy
  11. 11. 11 11 Happiness(%) Paradigmologist Smalley.IT Reinvent yourself
  12. 12. 12 “As I now move - graciously I hope - toward the door marked Exit, it occurs to me that the only thing I ever really liked to do was go to the movies” Point to Point Navigation Gore Vidal American author, playwright, essayist, screenwriter, and liberal political activist
  13. 13. 13 Gore Vidal American author, playwright, essayist, screenwriter, and liberal political activist “Never miss a chance to have sex or appear on television”
  14. 14. 14 Meridith R. Belbin Co-ordinator Resource Investigator Teamworker Completer Finisher Implementor Shaper Specialist Monitor Evaluator Plant SocialAction Thinking
  15. 15. 15 15 Happiness(%) Paradigmologist Smalley.IT Refocus  ♥ $
  16. 16. 16 Clare Graves
  17. 17. 17 Graves I told you I was ill
  18. 18. 18 IT Paradigmologist at work
  19. 19. 19itSMF Singapore 2013 Annual Conference - Value of ITSM
  20. 20. 20 “There‟s value beyond business value” YouTube TFT13 Mark Kawasaki
  21. 21. 21 Agenda ● Touchy-Feely Stuff ● Trends in I&T ● Information Management ● Business Relevance of IM ● Instruments for Improvement
  22. 22. 22 IT Paradigmologist at work What can you actually change?
  23. 23. 23 IT Paradigmologist at work
  24. 24. 24 My Little Paradigm User org Demand SupplyUse Info syst IT dept Use Needs Quality Speed Relationship Innovation Value realization Alignment
  25. 25. 25
  26. 26. 26 YouTube – TheMrTubeX “Japanese Precision - Walk it out!”
  27. 27. 27 User org Demand SupplyUse Info syst IT dept Use Needs Quality Speed Relationship Innovation Value realization Alignment Mis- alignment
  28. 28. 28 28
  29. 29. 29
  30. 30. 30 Business executives say • 79% technology will be key source of innovation • 71% technology will be competitive differentiator • 46% IT organ. not well positioned to meet needs • 41% IT organization overly bureaucratic Increasing business needs versus IT‟s difficulty to deliver
  31. 31. 31 Gartner EIM Maturity Model Source: Capgemini IM Survey 2011-2012
  32. 32. 32 “IT doesn‟t understand the business,but the business‟ understanding of IT is even worse” Prof. Jerry Luftman
  33. 33. 33 „BITA‟ = perennial top 5 IT management concern 2012 US 1.  Business productivity and cost reduction 2. = Business agility and speed to market 3.  IT and business alignment 4.  IT reliability and efficiency 5.  Business process re-engineering 6.  IT strategic planning 7.  Revenue generating IT innovations 8.  IT cost reduction 9.  Security and privacy 10.  Globalization 2011 US/EUR 4/3 2/1 1/1 6/4 3/5 5/7 9/- 10/6 8/8 -/- 2010 US/EUR 1/1 2/3 3/4 3/6 3/2 6/7 -/- 8/8 9/15 -/- Sources:SIM(US)&BITTI(EUR)
  34. 34. 34 2012 US 1.  Business productivity and cost reduction 2. = Business agility and speed to market 3.  IT and business alignment 4.  IT reliability and efficiency 5.  Business process re-engineering 6.  IT strategic planning 7.  Revenue generating IT innovations 8.  IT cost reduction 9.  Security and privacy 10.  Globalization 2011 US/EUR 4/3 2/1 1/1 6/4 3/5 5/7 9/- 10/6 8/8 -/- 2010 US/EUR 1/1 2/3 3/4 3/6 3/2 6/7 -/- 8/8 9/15 -/- Sources:SIM(US)&BITTI(EUR) Increasing business needs versus IT‟s difficulty to deliver
  35. 35. 35
  36. 36. 36 36 Progress
  37. 37. 37 User org Demand SupplyUse Info syst Supply IT prov IT dept C&C A&A
  38. 38. 38
  39. 39. 39 IT afd User org Demand SupplyUse Info syst Supply IT prov IT dept C&C A&A
  40. 40. 40 User org IT dept
  41. 41. 41 IT afd User org IT prov IT dept
  42. 42. 42
  43. 43. 43 IT Promiscuity
  44. 44. 44
  45. 45. 45 SpringIT
  46. 46. 46
  47. 47. 47
  48. 48. 48
  49. 49. 49
  50. 50. 50 Smalley is Revolting
  51. 51. 51
  52. 52. 52 Source: http://coreitsm.blogspot.nl/2012/12/ban-sla.html
  53. 53. 53itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  54. 54. 54itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  55. 55. 55itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  56. 56. 56itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM “Ban the unilaterally imposed SLA that reflects the unhealthily asymmetric relationship between business and IT”
  57. 57. 57itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  58. 58. 58itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM 3RD 13:22
  59. 59. 59itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  60. 60. 60itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  61. 61. 61itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  62. 62. 62itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  63. 63. 63itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  64. 64. 64itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  65. 65. 65itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM Lights out for?
  66. 66. 66itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM 34 min
  67. 67. 67itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM Availability%?
  68. 68. 68itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM 99.994%
  69. 69. 69itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM Bonus!
  70. 70. 70itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM Lights out for?
  71. 71. 71itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM 15 min
  72. 72. 72itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM 99.997%
  73. 73. 73itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM Mega-bonus!
  74. 74. 74itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM SLA
  75. 75. 75itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM SLI
  76. 76. 76itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM Service Level Insult
  77. 77. 77 Service charters Source: www.deakin.edu.au/its/docs/cs-charter.pdf
  78. 78. 78
  79. 79. 79
  80. 80. 80
  81. 81. 81 Data Apps Devices
  82. 82. 82 82 People and things interact… Person Person Thing Thing
  83. 83. 83 83 …and have information systems… Person Person Thing Thing IS IS IS IS
  84. 84. 84 84 …that are connected Person Person Thing Thing IS IS IS IS
  85. 85. 85itSMF Singapore 2013 Annual Conference - Value of ITSM Big data ● Social, mobile, locational, personal, contextual ● Supermarket predicts pregnancy ● Data dictatorship – led astray by ‘wannabe-data’ ● Interpretational skills ● Ownership/stewardship ● Size doesn’t matter – it’s what you do with it ● Demand/Supply/Use
  86. 86. 86itSMF Singapore 2013 Annual Conference - Value of ITSM Information Use Management
  87. 87. 87itSMF Singapore 2013 Annual Conference - Value of ITSM Orphaned information
  88. 88. 88 Agenda ● Touchy-Feely Stuff ● Trends in I&T ● Information Management ● Business Relevance of IM ● Instruments for Improvement
  89. 89. 89 IT Org User Org Demand SupplyUse Info Syst
  90. 90. 90 Info Syst Information & Technology
  91. 91. 91 IT Org User Org Responsibilities Info Syst
  92. 92. 92 IT Org Supply Responsibilities Guidance Info Syst
  93. 93. 93 User Org Demand Use Responsibilities Info Syst
  94. 94. 94 Information Management “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 “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? ResponsibilityValue Technology
  95. 95. 95 IT Org User Org Info Syst Demand SupplyUse
  96. 96. 96 Info Syst Demand SupplyUse
  97. 97. 97 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
  98. 98. 98 Agenda ● Touchy-Feely Stuff ● Trends in I&T ● Information Management ● Business Relevance of IM ● Instruments for Improvement
  99. 99. 99
  100. 100. 100 3,6% work time wasted due to poor user training = 9.2 Billion EUR (NL) - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - Misinterpretation  costly decisions IT budget spent on wrong solutions/services Delayed business projects Missed opportunities  competitive disadvantage Governance and compliance issues
  101. 101. 101 Benefits Mental health service provider Hospital Corporate governance  Data registration & security  Business process efficiency   Business involvement   Decision-making   Resource allocation   Project after-care  Business satisfaction  Supplier management  Bottom Line
  102. 102. 102 IT Value Chain
  103. 103. 103 Agenda ● Touchy-Feely Stuff ● Trends in I&T ● Information Management ● Business Relevance of IM ● Instruments for Improvement
  104. 104. 104itSMF Singapore 2013 Annual Conference - Value of ITSM
  105. 105. 105itSMF Singapore 2013 Annual Conference - Value of ITSM
  106. 106. 106itSMF Singapore 2013 Annual Conference - Value of ITSM BiSL® Direct information strategy Change functionality Support users Govern information Management Manage information management
  107. 107. 107itSMF Singapore 2013 Annual Conference - Value of ITSM BiSL® Planning and resource management Financial management Demand management Contract management Operational supplier management Business data management End user support Infor- mation coor- dination Use management cluster Functionality management cluster Specify information requirements Design non- automated info. systems Prepare transition Review and testing Establish bus. process developments Strategic supplier management Strategic info. partner management I-organization strategy Strategic user relationship management I-organization strategy cluster Information lifecycle management Establish info. chain developments Change- management Transition management Information portfolio management ManagementOperations Strategy Information strategy cluster Establish technological developments
  108. 108. 108 IT Org User Org Demand SupplyConsumption Info Syst
  109. 109. 109 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 Business IT Architecture Series ASIA 2013
  110. 110. 110itSMF Singapore 2013 Annual Conference - Value of ITSM ● COBIT & BiSL ● ITIL & BiSL ● I&T www.aslbislfoundation.org BiSL / Publications / White Papers Free bedside reading
  111. 111. 111itSMF Singapore 2013 Annual Conference - Value of ITSM ● BiSL Pocket Guide ● BiSL Framework book ● BiSL Self-assessment www.aslbislfoundation.org BiSL / Publications / Books www.vanharen.net Even more valuable bedside reading
  112. 112. 112 Step 1 - Assessment User org Demand SupplyUse Info syst IT dept Needs Quality Speed Relationship Innovation Value realization Needs Relationship Value realization Quality
  113. 113. 113itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM How valuable is your business asset ‘information’ for: o Survival? o Success? Questions for the business
  114. 114. 114itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM How effectively and efficiently do you: o Specify your information needs? o Delegate the automated part to IT? o Organize the non-automated part? o Use information & technology? Questions for the business
  115. 115. 115itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM How effectively and efficiently do you: o Specify your information needs? o Delegate the automated part to IT? o Organize the non-automated part? o Realize value from information & technology? Questions for the business
  116. 116. 116itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM Can you demonstrate that you are managing information as a business asset? Questions for the business
  117. 117. 117
  118. 118. 118 I T $  ?
  119. 119. 119 Chris Dancy @ServiceSphere www.apmg-international.tv
  120. 120. 120 Please connect! Free newsletter at www.aslbislfoundation.org Twitter @aslbisl LinkedIn Groups ASL BiSL Foundation (EN & NL) Facebook ASL-BiSL-Foundation marksmalley@aslbislfoundation.org @marksmalley

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