This document discusses the importance of people over process and technology in IT service management. It highlights that good people can drive innovation, improve processes, and differentiate an organization's IT practices. The document also outlines key skills needed for ITSM, including negotiation, communication, project management, and risk management. Finally, it stresses that organizations must adapt their people, processes, and technology or risk falling behind.

2. RUNNING ORDER
ITSM – People, Process and Technology
Disruption – Threat or Opportunity?
Business Outcomes – How to fulfil them
Skills – What is the culture for skills development?
Skills – What are the new skills required for ITSM?
Review – People trump Process and Technology

3. PEOPLE
PROCESS
TECHNOLOGY People
Process
TechnologyBoring…
Meh…
Hurray!

4. WHY PEOPLE? AND HOW CAN I
IMPROVE THEM?
Good People = Innovation within your
technology and get the best out of it
Good People = More effective processes and
knowledge of when to break process
Good People = Differentiated IT Practice that is
the best it can be

6. ITIL TIMELINE
ITIL v1
1989
ITIL v2
2001
ITIL v3
2007/11

7. BUSINESS OUTCOMES

8. BUSINESS OUTCOMES
Focus on the
people =
Focus on the
business

9. SKILLS
Management
Nurture
Challenge
ITSM
Professionals
Challenge
Understand

10. NEGOTIATION

11. COMMUNICATION
Communication

12. PROJECT MANAGEMENT

13. RISK MANAGEMENT

14. ITSM SKILLS
Negotiation Communication
Project
Management
Risk
Management

15. ADAPT OR DIE
People
Technology
Process

16. Making Complexity Simple
Service
Management
Project
Management
@duncanwatkins