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130 April 2013, Calgary & 1 May 2013, EdmontonIT Spring – the AftermathMark Smalley, IT Paradigmologist@marksmalley &mark....
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMHEALTH WARNING...
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM? > !
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM>
6IT value chainBusiness GoalsIT BenefitsBusiness BenefitsProfitITRevenueCostMoreBetterfunctionalityQuicker TTMFewer/shorte...
7Key issues for IT executives“IT doesn’t understandthe business, but the business’understanding of ITis even worse” Busin...
8Cynefin FrameworkDave Snowden@snowdedwww.youtube.com/watch?v=N7oz366X0-8
itSMF Singapore 2013 Annual Conference - Value of ITSMHappiness(%)ParadigmologistSmalley.ITIT Paradigmologist
itSMF Singapore 2013 Annual Conference - Value of ITSMOsloStockholmMinneapolis/ St PaulLondonBangkokKuala LumpurSingaporeG...
itSMF Singapore 2013 Annual Conference - Value of ITSMCalgary
itSMF Singapore 2013 Annual Conference - Value of ITSMEdmontonEdmonton
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMHow can IT hel...
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM● Are we spend...
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMPleased tomeet...
IT Paradigmologist at work
IT Paradigmologist at work
ITOrgUserOrgDemandSupplyUseInfoSystBig IT Picture
ITOrgUserOrgDemandSupplyUseInfoSystBig IT PictureFunctionality?Performance?Security?IS beingused wellenough?IT changingIS ...
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMYour top IT pr...
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMYour top IT co...
Prague Spring
Arab Spring
Occupy Wall Street
Occupy Wall Street
IT Spring – Occupy IT
Smalleyis revolting
Nucleardisarmament
Service leveldisarmament
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM“Ban the SLA!”
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM“Ban the SLA!”
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM“Ban the SLA!”
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM“Ban the unila...
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM3RD 13:22
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMLights out for?
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM34 min
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMAvailability%?
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM99.994%
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMBonus!
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM15 min
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM99.997%
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMMega-bonus!
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMSLA
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMSLI
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMService Level ...
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMAD/AMITSM...
Enterprise56TraditionalIT value chainBus.dept.ITdept.Ext.IT servprovCustomerCitizenManuf.IT comp.
57Disruptivepower shiftBus.dept.Ext.IT servprovCustomerCitizenManuf.IT comp.ITdept.Enterprise
58TensionBus.dept.Ext.IT servprovCustomerCitizenManuf.IT comp.ITdept.Enterprise
60Generation Y willreinvent outsourcingFrank Ridder, Gartnerwww.gartner.com/DisplayDocument?ref=clientFriendlyUrl&id=24134...
ITOrgUserOrgDemandSupplyInfo&TechBig IT PictureUse
SupplyInfo&TechUseDemandDemand
BusinessStrategyBusinessProjectsBusinessOperationsInformationStrategyFunctionalityManagementUsageManagementIT StrategyIT P...
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMIt takes two t...
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMWeakest link?W...
IT Spring –the Aftermath
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM● Are we spend...
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMSymptoms (1/3)...
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMSymptoms (2/3)...
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMSymptoms (3/3)...
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM● Information ...
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM● In practice,...
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMBiSL® shows ho...
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMBiSL®Directinf...
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMBiSL®Planning ...
ITOrgUserOrgDemandSupplyConsumptionInfoSyst
77Demand& UseITSM(supply)Architecture ProjectManagementInternalControlSecurityEGITCOBIT 5 vs BiSLRelationship:x = weakxxxx...
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMCOBIT 5 & BiSL...
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM● Activities a...
itSMF Singapore 2013 Annual Conference - Value of ITSMOsloStockholmMinneapolis/ St PaulLondonBangkokKuala LumpurSingaporeG...
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMFinger on theG...
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMHow does a fra...
Built to deal with simple andcomplicated circumstancesbut vulnerable to disruptionfrom complexity and chaos83“a fragile IT...
● Are your information systems heavy-duty trains or light-weight scooters?● Do you have appropriate policies,processes and...
Technological progress: social, mobile,location, contextual, Internet of ThingsTechnological standardization =commoditizat...
Speed of business changePower shift to the businessIT Spring – the Aftermath86“disruptionfrom demand”
Enterprise87TraditionalIT value chainBus.dept.ITdept.Ext.IT servprovCustomerCitizenManuf.IT comp.
88Disruptivepower shiftBus.dept.Ext.IT servprovCustomerCitizenManuf.IT comp.ITdept.Enterprise
89TensionBus.dept.Ext.IT servprovCustomerCitizenManuf.IT comp.ITdept.Enterprise
Connect and collaborate,revisit value propositions,redefine external and internal interfaces,design for complexity, agilit...
91Capability shiftBus.dept.Ext.IT servprovCustomerCitizenManuf.IT comp.ITdept.Enterprise
92Capability shiftExt.IT servprovCustomerCitizenManuf.IT comp.EnterpriseITdeptBus.dept.
ClassicITSM„BusinessITSM‟„ITSMlogistics‟Enterprise93DisruptedITSM Career?Bus.dept.ITdeptExt.IT servprovCustomerCitizenManu...
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM● Business dom...
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMThings will im...
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMmark.smalley@a...
IT Spring Aftermath - Mark Smalley - ShareIT13
IT Spring Aftermath - Mark Smalley - ShareIT13
IT Spring Aftermath - Mark Smalley - ShareIT13
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IT Spring Aftermath - Mark Smalley - ShareIT13

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In 2011/2012 I wrote and spoke about Occupy IT and IT Spring - the ‘democratization’ of the user community. The relentless consumerization and commoditization of IT gave business people more insight into what IT could do for them and more confidence to challenge bureaucratic and conservative IT Departments. More than ever – and rightly so – the business is now in the IT driving seat. But with great power comes great responsibility and, just as the Arab Spring has left countries challenged with creating a new form of government, the business is struggling with how to govern and manage information and IT. This presentation reflects on this power shift and gives insight into the responsibilities that the democratized business needs to fulfill in order to get the most value out of information and IT.

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Transcript of "IT Spring Aftermath - Mark Smalley - ShareIT13"

  1. 1. 130 April 2013, Calgary & 1 May 2013, EdmontonIT Spring – the AftermathMark Smalley, IT Paradigmologist@marksmalley &mark.smalley@aslbislfoundation.org
  2. 2. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  3. 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. 4. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM? > !
  5. 5. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM>
  6. 6. 6IT value chainBusiness GoalsIT BenefitsBusiness BenefitsProfitITRevenueCostMoreBetterfunctionalityQuicker TTMFewer/shorteroutagesMoreflexibleCheaperMoreproductiveCheaperBetterYourITinitiative
  7. 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. 8. 8Cynefin FrameworkDave Snowden@snowdedwww.youtube.com/watch?v=N7oz366X0-8
  9. 9. itSMF Singapore 2013 Annual Conference - Value of ITSMHappiness(%)ParadigmologistSmalley.ITIT Paradigmologist
  10. 10. itSMF Singapore 2013 Annual Conference - Value of ITSMOsloStockholmMinneapolis/ St PaulLondonBangkokKuala LumpurSingaporeGold CoastCopenhagenMalmöDallasBratislava
  11. 11. itSMF Singapore 2013 Annual Conference - Value of ITSMCalgary
  12. 12. itSMF Singapore 2013 Annual Conference - Value of ITSMEdmontonEdmonton
  13. 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. 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. 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. 16. IT Paradigmologist at work
  17. 17. IT Paradigmologist at work
  18. 18. ITOrgUserOrgDemandSupplyUseInfoSystBig IT Picture
  19. 19. ITOrgUserOrgDemandSupplyUseInfoSystBig IT PictureFunctionality?Performance?Security?IS beingused wellenough?IT changingIS quicklyenough?Quality ofdialogue andrelationshipB&IT?Demonstrategovernanceof I&T?Delivering(innovative)value?Poll
  20. 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. 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. 22. Prague Spring
  23. 23. Arab Spring
  24. 24. Occupy Wall Street
  25. 25. Occupy Wall Street
  26. 26. IT Spring – Occupy IT
  27. 27. Smalleyis revolting
  28. 28. Nucleardisarmament
  29. 29. Service leveldisarmament
  30. 30. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM“Ban the SLA!”
  31. 31. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM“Ban the SLA!”
  32. 32. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM“Ban the SLA!”
  33. 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. 34. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  35. 35. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM3RD 13:22
  36. 36. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  37. 37. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  38. 38. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  39. 39. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  40. 40. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  41. 41. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  42. 42. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMLights out for?
  43. 43. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM34 min
  44. 44. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMAvailability%?
  45. 45. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM99.994%
  46. 46. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMBonus!
  47. 47. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM15 min
  48. 48. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM99.997%
  49. 49. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMMega-bonus!
  50. 50. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMSLA
  51. 51. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMSLI
  52. 52. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMService Level Insult
  53. 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. 54. Enterprise56TraditionalIT value chainBus.dept.ITdept.Ext.IT servprovCustomerCitizenManuf.IT comp.
  55. 55. 57Disruptivepower shiftBus.dept.Ext.IT servprovCustomerCitizenManuf.IT comp.ITdept.Enterprise
  56. 56. 58TensionBus.dept.Ext.IT servprovCustomerCitizenManuf.IT comp.ITdept.Enterprise
  57. 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. 58. ITOrgUserOrgDemandSupplyInfo&TechBig IT PictureUse
  59. 59. SupplyInfo&TechUseDemandDemand
  60. 60. BusinessStrategyBusinessProjectsBusinessOperationsInformationStrategyFunctionalityManagementUsageManagementIT StrategyIT Projects & ReleasesIT OperationsApplicationStrategyServiceStrategyApplicationMaintenance& RenewalServiceDesign &TransitionApplicationSupportServiceOperationIT ServicesIT SupplyBusinessBiSL ASL ITILBiSL ASL ITILBus. Info. Mgmtincl. IT Demand Mgmt
  61. 61. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMIt takes two to tango
  62. 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. 63. IT Spring –the Aftermath
  64. 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. 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. 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. 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. 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. 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. 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. 71. itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMBiSL®DirectinformationstrategyChangefunctionalitySupportusersGoverninformationmanagementManage information management
  72. 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. 73. ITOrgUserOrgDemandSupplyConsumptionInfoSyst
  74. 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. 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. 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. 77. itSMF Singapore 2013 Annual Conference - Value of ITSMOsloStockholmMinneapolis/ St PaulLondonBangkokKuala LumpurSingaporeGold CoastCopenhagenMalmöDallasBratislava
  78. 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. 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. 80. Built to deal with simple andcomplicated circumstancesbut vulnerable to disruptionfrom complexity and chaos83“a fragile IThouse divided”
  81. 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. 82. Technological progress: social, mobile,location, contextual, Internet of ThingsTechnological standardization =commoditization and consumerizationPower shift to external service providers85“disruptionfrom supply”
  83. 83. Speed of business changePower shift to the businessIT Spring – the Aftermath86“disruptionfrom demand”
  84. 84. Enterprise87TraditionalIT value chainBus.dept.ITdept.Ext.IT servprovCustomerCitizenManuf.IT comp.
  85. 85. 88Disruptivepower shiftBus.dept.Ext.IT servprovCustomerCitizenManuf.IT comp.ITdept.Enterprise
  86. 86. 89TensionBus.dept.Ext.IT servprovCustomerCitizenManuf.IT comp.ITdept.Enterprise
  87. 87. Connect and collaborate,revisit value propositions,redefine external and internal interfaces,design for complexity, agility and resilience90My answer
  88. 88. 91Capability shiftBus.dept.Ext.IT servprovCustomerCitizenManuf.IT comp.ITdept.Enterprise
  89. 89. 92Capability shiftExt.IT servprovCustomerCitizenManuf.IT comp.EnterpriseITdeptBus.dept.
  90. 90. ClassicITSM„BusinessITSM‟„ITSMlogistics‟Enterprise93DisruptedITSM Career?Bus.dept.ITdeptExt.IT servprovCustomerCitizenManuf.IT comp.
  91. 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. 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. 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
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