Lecture 'Role changing - From CIO to CSO' 2012-05-24 V02.03.00

1,490 views

Published on

This lecture has been given in the course of the 9th Russian IT Management Forum on May 24th, 2012 in Moscow.

Agenda:
- Servicialisation – Coining, Deducing & Demarcating
- Service Consumer – Role, Requirements & Rules
- Revolving – Mobile Computing, Outsourcing & Cloud Computing
- Revising – Business Operations, Service Providing & System Operations
- Reconciling – Business2Service, Service2System & System2Technology
- Realigning – Service Composing, Service Committing & Service Conducting
- Reassigning – Service Specification, Service Prices & Service Offering
- Reworking – Service Offerings, Service Catalogue & Service Contracts

Further documents can be found on the blog of OmniNet
• 'Servicialisation - thought leading concept for providing services'
http://omnitracker2.blogspot.com/2011/10/servicialisation-thought-leading_11.html
• 'Сервициализация – ведущая концепция обеспечения услуг'
http://omnitracker.blogspot.com/2011/10/blog-post.html
• 'Service Identifying - 3 Service Identifiers'
http://omnitracker2.blogspot.com/2012/02/paul-g-huppertz-service-identifying-3.html
• 'Определение услуг – 3 идентификатора услуг'
http://omnitracker.blogspot.com/2012/02/blog-post.html

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
1,490
On SlideShare
0
From Embeds
0
Number of Embeds
45
Actions
Shares
0
Downloads
30
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Lecture 'Role changing - From CIO to CSO' 2012-05-24 V02.03.00

  1. 1. 9th Russian IT Management Forum Role Changing From CIO (Chief Information Officer) to CSO (Chief Service Officer) 24.05.2012 Moscow, Hotel Radisson Slavyanskaya E-Mail Paul.G.Huppertz@servicEvolution.com Mobile +49-1520-9 84 59 62 LinkedIn http://www.linkedin.com/in/paulghuppertz SlideShare http://www.slideshare.net/PaulGHz Paul G. Huppertz XING https://www.xing.com/profile/PaulG_Huppertz ICT-Consultant & System Architect CIO Netzwerk http://netzwerk.cio.de/profil/paul_g__huppertz Service Composer & Meta Service Provider yasni http://person.yasni.de/paul-g.-huppertz-251032.htm27.08.2012 -1-
  2. 2. Keynote: Role Changing – From CIO to CSO • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Trilemma – Service Quality, Service Price & Service Cost • Revolving – Mobile Computing, Outsourcing & Cloud Computing • Revising – Business Operations, Service Providing & System Operations • Reconciling – Business2Service, Service2System & System2TechnologyCentro • Realigning – Service Composing, Service Committing & Service Conducting • Reassigning – Service Specification, Service Prices & Service Offering • Reworking – Service Offerings, Service Catalogue & Service Contracts • Discussion – Repeating, Reviewing & RevisingExtro27.08.2012 -2-
  3. 3. Keynote: Role Changing – From CIO to CSO • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Trilemma – Service Quality, Service Price & Service Cost • Revolving – Mobile Computing, Outsourcing & Cloud Computing • Revising – Business Operations, Service Providing & System Operations • Reconciling – Business2Service, Service2System & System2TechnologyCentro • Realigning – Service Composing, Service Committing & Service Conducting • Reassigning – Service Specification, Service Prices & Service Offering • Reworking – Service Offerings, Service Catalogue & Service Contracts • Discussion – Repeating, Reviewing & RevisingExtro27.08.2012 -3-
  4. 4. Keynote: Role Changing – From CIO to CSO Service -ialisation27.08.2012 -4-
  5. 5. Keynote: Role Changing – From CIO to CSO Servicialisation = Guiding Concept for Service Providing Service -ialisation27.08.2012 -5-
  6. 6. Keynote: Role Changing – From CIO to CSO • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Trilemma – Service Quality, Service Price & Service Cost • Revolving – Mobile Computing, Outsourcing & Cloud Computing • Revising – Business Operations, Service Providing & System Operations • Reconciling – Business2Service, Service2System & System2TechnologyCentro • Realigning – Service Composing, Service Committing & Service Conducting • Reassigning – Service Specification, Service Prices & Service Offering • Reworking – Service Offerings, Service Catalogue & Service Contracts • Discussion – Repeating, Reviewing & RevisingExtro27.08.2012 -6-
  7. 7. Keynote: Role Changing – From CIO to CSO Service adequate? Service Service Quality Con- Price reliable? sumer Service Cost27.08.2012 -7-
  8. 8. Keynote: Role Changing – From CIO to CSO affordable? Service Service Service Service adequate? Quality Con-Customer economical? Price reliable? sumer Service Cost 27.08.2012 -8-
  9. 9. Keynote: Role Changing – From CIO to CSO affordable? Service Service Service Service adequate? Quality Con-Customer Price reliable? sumer economical? Paying price?Service ServiceProvider Cost Paying cost? Service Effectiveness 27.08.2012 -9-
  10. 10. Keynote. Role Changing – From CIO to CSO • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Trilemma – Service Quality, Service Price & Service Cost • Revolving – Mobile Computing, Outsourcing & Cloud Computing • Revising – Business Operations, Service Providing & System Operations • Reconciling – Business2Service, Service2System & System2TechnologyCentro • Realigning – Service Composing, Service Committing & Service Conducting • Reassigning – Service Specification, Service Prices & Service Offering • Reworking – Service Offerings, Service Catalogue & Service Contracts • Discussion – Repeating, Reviewing & RevisingExtro27.08.2012 - 10 -
  11. 11. Keynote: Role Changing – From CIO to CSO27.08.2012 - 11 -
  12. 12. Keynote: Role Changing – From CIO to CSO Business ProcessService Committing Service Consuming Value Creation Service Service Customer Consumer Service Provider “Cloud”27.08.2012 - 12 -
  13. 13. Keynote: Role Changing – From CIO to CSO Business ProcessService Committing Service Consuming Value Creation Service Service Customer Consumer ICT-based Service Service Provider CRM Cloud from Salesforce Storage Cloud from Amazon Search Cloud from Google DSL Cloud Server Cloud from Strato from1&1 Desktop Cloud from Citrix27.08.2012 - 13 -
  14. 14. Keynote: Role Changing – From CIO to CSO • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Trilemma – Service Quality, Service Price & Service Cost • Revolving – Mobile Computing, Outsourcing & Cloud Computing • Revising – Business Operations, Service Providing & System Operations • Reconciling – Business2Service, Service2System & System2TechnologyCentro • Realigning – Service Composing, Service Committing & Service Conducting • Reassigning – Service Specification, Service Prices & Service Offering • Reworking – Service Offerings, Service Catalogue & Service Contracts • Discussion – Repeating, Reviewing & RevisingExtro27.08.2012 - 14 -
  15. 15. Keynote: Role Changing – From CIO to CSO Business27.08.2012 - 15 -
  16. 16. Keynote: Role Changing – From CIO to CSO Business • close & chart • perform & control Process • dispose & trigger Management • prepare & organise • practice & bill • conduct & control • commit & orchestrate • compose & prepare • control & adjust • perform & monitor • establish & test • plan & prepare27.08.2012 - 16 -
  17. 17. Keynote: Role Changing – From CIO to CSO Business • close & chart • Business perform & control Process • dispose & trigger regulations Management • prepare & organise • practice & bill • conduct & control • Servicialisation commit & orchestrate • compose & prepare • control & adjust • perform & monitor IT Infrastructure • establish & test • Library plan & prepare27.08.2012 - 17 -
  18. 18. Keynote: Role Changing – From CIO to CSO • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Trilemma – Service Quality, Service Price & Service Cost • Revolving – Mobile Computing, Outsourcing & Cloud Computing • Revising – Business Operations, Service Providing & System Operations • Reconciling – Business2Service, Service2System & System2TechnologyCentro • Realigning – Service Composing, Service Committing & Service Conducting • Reassigning – Service Specification, Service Prices & Service Offering • Reworking – Service Offerings, Service Catalogue & Service Contracts • Discussion – Repeating, Reviewing & RevisingExtro27.08.2012 - 18 -
  19. 19. Keynote: Role Changing – From CIO to CSO Business process Managemnt Business Strategy Value creation Business Chain Value Service (ICTBSS) Delivering Strategy Service ICTBSS = ICT-system based Business Support Service Service Supply Chain Service Service Service Contribution Contribution Contribution (System) Strategy System Supply Chain ICT- Service-relevant Service-relevant Service-relevant Organisation(s) System 1 System 2 Akteur Good Good Good Good Good27.08.2012 - 19 -
  20. 20. Keynote: Role Changing – From CIO to CSO Business process Managemnt Business Strategy B Value creation Business V Chain Value M L BVML = Business Value Management Library Business2Service-Alignment service-specific benefits Delivering Strategy Service S ICT-based Business Support Service Service (ICTBSS) Supply P Chain M Compose – Commit – Conduct (Service Providing) L Service Aggregating SPML = Service Provision Management Library Service2System-Alignment Plan – Build – Run (ICT systems) I (System) Strategy System Supply Chain service (contribution)-relevant ICT-Systems ICT- T I (Application-, Middleware- & Infrastructure Systems, L Resources, Processes & further Means) ITIL = Information Technology Infrastructure Library27.08.2012 - 20 -
  21. 21. Keynote: Role Changing – From CIO to CSO • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Trilemma – Service Quality, Service Price & Service Cost • Revolving – Mobile Computing, Outsourcing & Cloud Computing • Revising – Business Operations, Service Providing & System Operations • Reconciling – Business2Service, Service2System & System2TechnologyCentro • Realigning – Service Composing, Service Committing & Service Conducting • Reassigning – Service Specification, Service Prices & Service Offering • Reworking – Service Offerings, Service Catalogue & Service Contracts • Discussion – Repeating, Reviewing & RevisingExtro27.08.2012 - 21 -
  22. 22. Keynote: Role Changing – From CIO to CSO Service Consumer, Service Service Identifying Service Object, Benefits Consumer Benefits Service Quality Service Specifying 12 Standard Service Attributes Service Specification Service Map Service Composing & Service Screenplay Service Concept Service Supplier Operation Level AgreementService Orchestrating & Service Supply Chain Underpinning Contract Service Cataloguing Service Specifications Service Catalogue Service Committing Service Level Specification Service Level Agreement Delivery Readiness On Service triggering: Service Concerting & Delivery Capacity Service rendering Service Price Service Billing x Service Count Service Bill27.08.2012 - 22 -
  23. 23. Keynote: Role Changing – From CIO to CSO Service Identifying Service Specifying Service Composing27.08.2012 - 23 -
  24. 24. Keynote: Role Changing – From CIO to CSO Service Identifying Service Specifying Service Composing Service Service Service Orchestrating Contri- Contri- Service bution bution Provider Service Service Contri- Contri- bution bution Service Contri- Service Orchestrating bution in-/external Service Supplier Internal Service Supplier External Service Supplier27.08.2012 - 24 -
  25. 25. Keynote: Role Changing – From CIO to CSO • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Trilemma – Service Quality, Service Price & Service Cost • Revolving – Mobile Computing, Outsourcing & Cloud Computing • Revising – Business Operations, Service Providing & System Operations • Reconciling – Business2Service, Service2System & System2TechnologyCentro • Realigning – Service Composing, Service Committing & Service Conducting • Reassigning – Service Specification, Service Prices & Service Offering • Reworking – Service Offerings, Service Catalogue & Service Contracts • Discussion – Repeating, Reviewing & RevisingExtro27.08.2012 - 25 -
  26. 26. Keynote: Role Changing – From CIO to CSO Service Identifying Service Specifying27.08.2012 - 26 -
  27. 27. Keynote: Role Changing – From CIO to CSO Designation of the serviceNo. Attribute name Bronze Silver Gold Data type/measuremt. unit01 Service Consumer Benefits free description02 Service-specific Functional Parameters service-specific Service Quality03 Service Delivery Point location, interface04 Service Consumer Count Number05 Service Delivering Readiness Times Daytime hours06 Service Consumer Support Times  clear, complete & consistent Daytime hours07  Service Consumer Support Languages all 12 attribute values combined Languages08 Service Fulfilment Target  applying for each triggered service %09 Service Impairment Duration  2 pages per service specification hh:mm  service offering of the Service Provider10 Service Delivering Duration hh:mm:ss11 Service Delivery Unit service-spezifisch12 Service Delivering Price Price € Attributes 01 – 11 for service quality & attribute 12 for service price 27.08.2012 - 27 -
  28. 28. Keynote: Role Changing – From CIO to CSO • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Trilemma – Service Quality, Service Price & Service Cost • Revolving – Mobile Computing, Outsourcing & Cloud Computing • Revising – Business Operations, Service Providing & System Operations • Reconciling – Business2Service, Service2System & System2TechnologyCentro • Realigning – Service Composing, Service Committing & Service Conducting • Reassigning – Service Specification, Service Prices & Service Offering • Reworking – Service Offerings, Service Catalogue & Service Contracts • Discussion – Repeating, Reviewing & RevisingExtro27.08.2012 - 28 -
  29. 29. Keynote: Role Changing – From CIO to CSO Service Identifying Service Catalogue Service Specifying Service Composing Service Orchestrating Service Cataloguing27.08.2012 - 29 -
  30. 30. Keynote: Role Changing – From CIO to CSO Service Identifying Service Catalogue Service Specifying Service Composing Service Orchestrating Service Cataloguing SLA template Service Committing27.08.2012 - 30 -
  31. 31. Keynote: Role Changing – From CIO to CSO 1 SLA-Identification 1.1 SLA-ID Service 1.2 Period of SLA validity Service Customer 1.3 Service Customer Consumer 1.4 Service Consumers 1.5 Service Provider 1.6 Short Service Description 1.7 Liabilities Service 1.8 Committment and Signatures Provider 1.8.1 Service Customer 1.8.2 Service Provider 1.9 Reference documents 2 Service Specification 3 Appendix 3.1 List of authorized Service Consumers 3.2 Explanation 12 Service Attributes 3.4 ARCI-model for liabilities27.08.2012 - 31 -
  32. 32. Keynote: Role Changing – From CIO to CSO • Servicialisation – Coining, Deducing & DemarcatingIntro • Service Trilemma – Service Quality, Service Price & Service Cost • Revolving – Mobile Computing, Outsourcing & Cloud Computing • Revising – Business Operations, Service Providing & System Operations • Reconciling – Business2Service, Service2System & System2TechnologyCentro • Realigning – Service Composing, Service Committing & Service Conducting • Reassigning – Service Specification, Service Prices & Service Offering • Reworking – Service Offerings, Service Catalogue & Service Contracts • Discussion – Repeating, Reviewing & RevisingExtro27.08.2012 - 32 -
  33. 33. Keynote: Role Changing – From CIO to CSO Your questions? My answers! E-Mail Paul.G.Huppertz@servicEvolution.com Mobile +49-1520-9 84 59 62 LinkedIn http://www.linkedin.com/in/paulghuppertz SlideShare http://www.slideshare.net/PaulGHz Paul G. Huppertz XING https://www.xing.com/profile/PaulG_Huppertz ICT-Consultant & System Architect CIO Netzwerk http://netzwerk.cio.de/profil/paul_g__huppertz Service Composer & Meta Service Provider yasni http://person.yasni.de/paul-g.-huppertz-251032.htm27.08.2012 - 33 -

×