IT Spring - the Aftermath (Service Management Art, Calgary/Edmonton, Apr/May 2013)

  • 197 views
Uploaded on

 

  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Be the first to comment
    Be the first to like this
No Downloads

Views

Total Views
197
On Slideshare
0
From Embeds
0
Number of Embeds
0

Actions

Shares
Downloads
2
Comments
0
Likes
0

Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
    No notes for slide

Transcript

  • 1. 130 April 2013, Calgary & 1 May 2013, EdmontonIT Spring – the AftermathMark Smalley, IT Paradigmologist@marksmalley &mark.smalley@aslbislfoundation.org
  • 2. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  • 3. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMHEALTH WARNINGThe contents of thispresentation may causeshock, vomiting,confusion, panic,euphoria, and anxiety.If you suffer from highblood pressure, anervous disorder, orpalpitations, consult yourdoctor before attending.
  • 4. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM? > !
  • 5. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM>
  • 6. 6IT value chainBusiness GoalsIT BenefitsBusiness BenefitsProfitITRevenueCostMoreBetterfunctionalityQuicker TTMFewer/shorteroutagesMoreflexibleCheaperMoreproductiveCheaperBetterYourITinitiative
  • 7. 7Key issues for IT executives“IT doesn’t understandthe business, but the business’understanding of ITis even worse” Business & IT productivity IT and Business alignment Business agility &speed to market Business processmanagement & reengineering IT cost, reliability & efficiencyand securityProf. Jerry Luftman
  • 8. 8Cynefin FrameworkDave Snowden@snowdedwww.youtube.com/watch?v=N7oz366X0-8
  • 9. itSMF Singapore 2013 Annual Conference - Value of ITSMHappiness(%)ParadigmologistSmalley.ITIT Paradigmologist
  • 10. itSMF Singapore 2013 Annual Conference - Value of ITSMOsloStockholmMinneapolis/ St PaulLondonBangkokKuala LumpurSingaporeGold CoastCopenhagenMalmöDallasBratislava
  • 11. itSMF Singapore 2013 Annual Conference - Value of ITSMCalgary
  • 12. itSMF Singapore 2013 Annual Conference - Value of ITSMEdmontonEdmonton
  • 13. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMHow can IT help us delay our extinction whileincreasing economic and societal prosperity?Global IT questionEnough food, water andenergy for 15 billion (2100)assuming same rate ofconsumption as Rwanda1.2 billion at the same rateas North America
  • 14. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM● Are we spending the right amount of timeand money on information and underlyingtechnology?● Is this time and money well spent?Enterprise IT questions
  • 15. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMPleased tomeet you PollWhere do you work? (employed or contractor)1. Business department2. IT department3. External IT service provider4. Consultant5. Trainer6. OtherEnterprise
  • 16. IT Paradigmologist at work
  • 17. IT Paradigmologist at work
  • 18. ITOrgUserOrgDemandSupplyUseInfoSystBig IT Picture
  • 19. ITOrgUserOrgDemandSupplyUseInfoSystBig IT PictureFunctionality?Performance?Security?IS beingused wellenough?IT changingIS quicklyenough?Quality ofdialogue andrelationshipB&IT?Demonstrategovernanceof I&T?Delivering(innovative)value?Poll
  • 20. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMYour top IT prioritiesWhat‟s your organization‟s highest IT priority?1. Lowering cost of IT2. Improving reliability of IT3. Increasing speed of change of IT4. Using IT to improve business efficiency5. Using IT to improve business revenuePoll
  • 21. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMYour top IT concernsWhat would you most like to improve?1. Purpose - organisational goals, values, strategy2. People - knowledge, experience, attitude3. Process - way of working4. Product - applications, infrastructure, tooling5. Partners - providers and other external partiesPoll
  • 22. Prague Spring
  • 23. Arab Spring
  • 24. Occupy Wall Street
  • 25. Occupy Wall Street
  • 26. IT Spring – Occupy IT
  • 27. Smalleyis revolting
  • 28. Nucleardisarmament
  • 29. Service leveldisarmament
  • 30. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM“Ban the SLA!”
  • 31. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM“Ban the SLA!”
  • 32. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM“Ban the SLA!”
  • 33. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM“Ban the unilaterally imposedSLA that reflects the unhealthilyasymmetric relationshipbetween business and IT”“Ban the SLA!”
  • 34. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  • 35. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM3RD 13:22
  • 36. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  • 37. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  • 38. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  • 39. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  • 40. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  • 41. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  • 42. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMLights out for?
  • 43. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM34 min
  • 44. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMAvailability%?
  • 45. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM99.994%
  • 46. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMBonus!
  • 47. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM15 min
  • 48. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM99.997%
  • 49. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMMega-bonus!
  • 50. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMSLA
  • 51. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMSLI
  • 52. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMService Level Insult
  • 53. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMAD/AMITSMDevOpsBusiness ESP’sBIMStandardizationIT Spring -the AftermathCongenital Business IT MisalignmentHundred Years App-Ops WarInvasion of theServiceSnatchersDisruptable FragilityProject JunkiesFramework FundamentalistsArena
  • 54. Enterprise56TraditionalIT value chainBus.dept.ITdept.Ext.IT servprovCustomerCitizenManuf.IT comp.
  • 55. 57Disruptivepower shiftBus.dept.Ext.IT servprovCustomerCitizenManuf.IT comp.ITdept.Enterprise
  • 56. 58TensionBus.dept.Ext.IT servprovCustomerCitizenManuf.IT comp.ITdept.Enterprise
  • 57. 60Generation Y willreinvent outsourcingFrank Ridder, Gartnerwww.gartner.com/DisplayDocument?ref=clientFriendlyUrl&id=2413415Gen Y: fast-changing; convenience; impatience;tech-savvy; seeking challenges; work-life balance;virtual teamwork; multitasking; social networking
  • 58. ITOrgUserOrgDemandSupplyInfo&TechBig IT PictureUse
  • 59. SupplyInfo&TechUseDemandDemand
  • 60. BusinessStrategyBusinessProjectsBusinessOperationsInformationStrategyFunctionalityManagementUsageManagementIT StrategyIT Projects & ReleasesIT OperationsApplicationStrategyServiceStrategyApplicationMaintenance& RenewalServiceDesign &TransitionApplicationSupportServiceOperationIT ServicesIT SupplyBusinessBiSL ASL ITILBiSL ASL ITILBus. Info. Mgmtincl. IT Demand Mgmt
  • 61. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMIt takes two to tango
  • 62. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMWeakest link?Where would you invest in improvement?1. IT more than business2. Both equally3. Business more than ITPoll
  • 63. IT Spring –the Aftermath
  • 64. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM● Are we spending the right amount of time andmoney on information and underlying technology?● Is this time and money well spent?Questions for the business● Decision-making● Right information forthe business● Delegation of IT supply● Appropriate use of IS● Execution● Competences● Responsiblities● Relationships
  • 65. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMSymptoms (1/3)Right information for the business?● Is the right information available to support the businessprocesses?● Does the business have insight into the managerialimprovement requirements for information systems?● Is the business using the potential of IT, e.g. socialmedia, big data, BYOD?● Is the business using IT to achieve strategic goals?
  • 66. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMSymptoms (2/3)Delegation of IT supply?● Does the business have insight into the costs of theinformation systems and whether they are normal?● Does the business have insight into the budget that isavailable for use and operation of information systems and forimprovements (changes, projects, programmes)?● Is the business spending the right amount of time and moneyon information (technology)?● Does the business manage change to information systemseffectively?● Has the business got the (delegation of) quality, cost andtimeliness of IT services and projects under control?● Does the business create adequate specifications for IT?
  • 67. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMSymptoms (3/3)Appropriate use of IS?● Are business employees getting the most out of thecurrently available information and information systems?● Does the business have insight into what the employeesthink about the information systems and their „bottom-up‟improvement requirements?
  • 68. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM● Information management is a corporateresponsibility● Directors must be held and must hold theiremployees accountable to capture, manage,store, share, preserve and deliver informationappropriately and responsibly (AIIM)If information isa business asset
  • 69. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM● In practice, organizations cannot demonstratedelegation of responsibilities for informationmanagement● BiSL® addresses this underdeveloped domainand specifies the activities that are needed tomanage information and IT services from abusiness perspectiveBut
  • 70. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMBiSL® shows how to• Ensure that the business gets the informationsystems that they need• Acquire and manage IT services effectively andefficiently, from a demand (business) perspective• Ensure that existing information systems areused effectively and efficientlyProcess framework, best practices, training & certification(APMG) scheme, ITIL recognition and priSM accreditation,publications with guidance, knowledge network
  • 71. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMBiSL®DirectinformationstrategyChangefunctionalitySupportusersGoverninformationmanagementManage information management
  • 72. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMBiSL®Planning andresource managementFinancialmanagementDemandmanagementContractmanagementOperationalsuppliermanagementBusiness datamanagementEnd usersupportInfor-mationcoor-dinationUse management cluster Functionality management clusterSpecifyinformationrequirementsDesign non-automatedinfo. systemsPreparetransitionReviewand testingEstablishbus. processdevelopmentsStrategicsuppliermanagementStrategicinfo. partnermanagementI-organizationstrategyStrategic userrelationshipmanagementI-organization strategy clusterInformationlifecyclemanagementEstablishinfo. chaindevelopmentsChange-managementTransitionmanagementInformationportfoliomanagementManagementOperationsStrategyInformation strategy clusterEstablishtechnologicaldevelopments
  • 73. ITOrgUserOrgDemandSupplyConsumptionInfoSyst
  • 74. 77Demand& UseITSM(supply)Architecture ProjectManagementInternalControlSecurityEGITCOBIT 5 vs BiSLRelationship:x = weakxxxx = strongI-organisationstrategyInformationcoordinationInformationstrategyManagementprocessesUsemanagementConnectingprocessesFunctionalitymanagementEDM Evaluate, Direct and Monitor x x xAPO Align, Plan and Organise x xx xxxBAI Build, Acquire and Implement xx x xx xxxxDSS Deliver, Service and Support xxMEA Monitor, Evaluate and Assess
  • 75. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMCOBIT 5 & BiSLCOBIT BiSLPrinciples, policies andframeworksI-organization strategy:Supplier policyPolicy for the information functionPolicy for inter-enterprise information chainsInformation strategy:Information policyProcesses 23 processes for information managementOrganizational structures Strategic user relationship management:Organizational structure of the information functionInformation coordination:Authorities matrixCulture, ethics and behaviors -Information 1. Business informationInformation strategy:Information strategyInformation architecture2. GEIT informationIn all processes:High-level information flow needed to support execution of businessinformation management processesServices, infrastructure andapplicationsContract management:Required IT servicesPeople, skills and competences Planning and resource management:Annual resourcing plan for execution of business informationmanagement
  • 76. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM● Activities are usually executed, but in an informal,uncontrolled and unaccountable manner● Training and independent certification provides● boost to intrinsic value of information● demonstrates that management has takenappropriate measures to ensure solidgovernanceAchieving governance
  • 77. itSMF Singapore 2013 Annual Conference - Value of ITSMOsloStockholmMinneapolis/ St PaulLondonBangkokKuala LumpurSingaporeGold CoastCopenhagenMalmöDallasBratislava
  • 78. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMFinger on theGlobal PulseTheo Thiadens NED Roles & Resp; Standardization & Sourcing; Supplier certif.Brian Johnson USA Effective use of frameworksIan Clayton USA IT Dept; effectiveness of ‘implementing’ ITSMMaarten Looijen NED EthicsCharles Betz USA DevOps; IT Dept; Analytics; FrameworksRob England NZL Managing multi-party value chains; Anti-fragilityTroy DuMoulin USA Managing multi-party value chainsAale Roos FIN Quality of IT serviceHank Marquis USA Business responsibilities; Roles and career pathsPaul Wilkinson NED Training & certification; Customer focus; BITASteven de Smet BEL IT DeptPeter Lijnse CAN IT DeptIvor Macfarlane GBR DevOps (vs specialization); IT DeptRobert Falkowitz CHE Humans vs machinesMark Toomey AUS IT-savvy business leadersRama Prasad Mamidi SIN *…+; Offshore; Talent (customer expectations, scarcity)Egon Berghout NED Career paths/knowledge/job rotation; IS trade-offsMichiel de Boer MYS Lean and AgileSuwat Laicharoensup THA Technological standardization; ITSM for SME’sFrank Chen CHN Competences for knowledge workersMilan Zivkovic SRB Consolidation; Complexity reduction; performance; BITAMauricio Corona MEX Effect offshore ITSM for professionals in ‘mature’ regionsAN Rao IND Managing multi-party value chains; ITSM & Cloud/Mobile//SDN/SDDCDaniel Billing SWE Talking to the business
  • 79. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMHow does a fragile IT house dividedrespond to diversified and dynamic demand,while repelling two-pronged disruptionfrom supply and demand?My question
  • 80. Built to deal with simple andcomplicated circumstancesbut vulnerable to disruptionfrom complexity and chaos83“a fragile IThouse divided”
  • 81. ● Are your information systems heavy-duty trains or light-weight scooters?● Do you have appropriate policies,processes and practices foreach category?● Your landscape is hybrid● So build your new citywithin the old citySource: Capgemini“diversified anddynamic demand”
  • 82. Technological progress: social, mobile,location, contextual, Internet of ThingsTechnological standardization =commoditization and consumerizationPower shift to external service providers85“disruptionfrom supply”
  • 83. Speed of business changePower shift to the businessIT Spring – the Aftermath86“disruptionfrom demand”
  • 84. Enterprise87TraditionalIT value chainBus.dept.ITdept.Ext.IT servprovCustomerCitizenManuf.IT comp.
  • 85. 88Disruptivepower shiftBus.dept.Ext.IT servprovCustomerCitizenManuf.IT comp.ITdept.Enterprise
  • 86. 89TensionBus.dept.Ext.IT servprovCustomerCitizenManuf.IT comp.ITdept.Enterprise
  • 87. Connect and collaborate,revisit value propositions,redefine external and internal interfaces,design for complexity, agility and resilience90My answer
  • 88. 91Capability shiftBus.dept.Ext.IT servprovCustomerCitizenManuf.IT comp.ITdept.Enterprise
  • 89. 92Capability shiftExt.IT servprovCustomerCitizenManuf.IT comp.EnterpriseITdeptBus.dept.
  • 90. ClassicITSM„BusinessITSM‟„ITSMlogistics‟Enterprise93DisruptedITSM Career?Bus.dept.ITdeptExt.IT servprovCustomerCitizenManuf.IT comp.
  • 91. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM● Business domain knowledge● Business empathy● Business information management skills„Business ITSM‟
  • 92. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMThings will improve.They just might improve without you.Chris Dancy@ServiceSphere
  • 93. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMmark.smalley@aslbislfoundation.orgwww.linkedin.com/in/marksmalleymarksmalley @ TwitterSmalley.ITwww.aslbislfoundation.orgFree downloadsNewsletterPlease keep in touch