1
Workshop Business Informatiemanagement en
Functioneel Beheer binnen de zorg
Apeldoorn, 16 mei 2013
De wereld van BiSL en...
2itSMF Singapore 2013 Annual Conference - Value of ITSM
3itSMF Singapore 2013 Annual Conference - Value of ITSM
Wees-
informatie
4itSMF Singapore 2013 Annual Conference - Value of ITSM
Maarten Looijen
Emeritus Professor at
Delft University of Technolo...
5
Beheer
Systeem
Gebruik
invoer uitvoer
prestaties en
storingen
sturing en
onderhoudvoorlichting en
opleidingen
verzoeken ...
6
● Are your information systems heavy-
duty trains or light-weight scooters?
● Do you have appropriate policies,
processe...
7
• Leven met een
standaardoplossing
• Indirecte controle over de
leverancier
• Externe gegevensopslag
• Interfaces met an...
8itSMF Singapore 2013 Annual Conference - Value of ITSM
Happiness(%)
Manager
Program
m
er
Consultant
Paradigmologist
Work ...
9itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
HEALTH WARNI...
10itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
Q > A
11itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
Finger on t...
12itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
>
13itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
● I&T
● IT-...
14itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
Poll
Where ...
15itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
Poll
Top IT...
16
IT Paradigmologist
at work
17
IT Paradigmologist
at work
What can
you actually
change?
What can
you actually
change?
18
IT Paradigmologist
at work
19
IT
Org
User
Org
Demand
SupplyUse
Info
Syst
Big IT Picture
20
Info
Syst
Information
Systems
Information & Technology
Data
Software
Hardware
Wisdom
Knowledge
Information
Data
21
Info
Syst
Beheerobjecten
De applicatie en
de inrichting ervan
22
Information &
Technology
Information & Technology
are Business Assets
that are closely intertwined
but have different c...
23
IT
Org
User
Org
Organizations
Values & Goals & Strategy
People & Knowledge & Skills
Processes & Activities
Roles & Resp...
24
IT
Org
User
Org
Responsibilities
Information & Technology
Data
Software
Hardware
Wisdom
Knowledge
Information
Data
25
IT
Org
User
Org
Responsibilities
Supply of IT services
Communication of
benefits, costs and risks
Demand for and use
of...
26
IT
Org
User
Org
Demand
SupplyUse
Info
Syst
Big IT Picture
27
IT
Org
User
Org
Demand
SupplyUse
Info
Syst
Big IT Picture
Functionality?
Performance?
Security?
IS being
used well
enou...
28itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
● Is the ri...
29itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
Symptoms (2...
30itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
Symptoms (3...
31
Information
Management
“The means by which an organization
efficiently plans, collects, organizes, uses,
controls, diss...
32
Information
Management
“A corporate responsibility that needs to be
addressed and followed from the most senior
levels ...
33
Definitions of IM
About exploiting value
Corporate responsibility
Technology is not mentioned,
but technological progre...
34
Symptoms
of poor IM
Time wasted using information systems
Wrong interpretation  bad decision-making
IT budget wasted o...
35
Enterprise
35
Traditional
IT Value Chain
Bus.
dept.
IT
dept.
Ext.
IT serv
prov
Customer
Citizen
Manuf.
IT comp.
36
36
Disruption by
IT commoditization
Bus.
dept.
Ext.
IT serv
prov
Customer
Citizen
Manuf.
IT comp.
IT
dept.
Enterprise
37
37
Progress
38
38
New relationships
Bus.
dept.
Ext.
IT serv
prov
Customer
Citizen
Manuf.
IT comp.
IT
dept.
Enterprise
39
Enterprise
39
Capability shift
and redistribution
IT
dept
Ext.
IT serv
prov
Customer
Citizen
Manuf.
IT comp.
Bus.
dept.
40
Classic
IT
‘Business
IT’
‘IT
logistics’
Enterprise
40
Capability shift
and redistribution
Bus.
dept.
IT
dept
Ext.
IT se...
41
Double
power-shift
From IT Departments to
1) External IT Service Providers
2) The Business
42
Prague Spring
43
Arab Spring
44
Occupy
Wall Street
45
Smalley
is revolting
46
IT Spring
Users are
revolting!
Topple the
IT dictators!
Occupy
IT!
Liberate
the users!
Ban the
SLA!
47
Have the lunatics
taken over the asylum?
Have the lunatics
taken over the asylum?
48
Nuclear
disarmament
49
Service level
disarmament
50itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
“Ban the SL...
51itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
“Ban the SL...
52itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
“Ban the SL...
53itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
 
“Ban the ...
54itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
55itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
3RD 13:22
56itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
57itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
58itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
59itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
60itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
61itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
62itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
Lights out ...
63itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
34 min
64itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
Availabilit...
65itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
99.994%
66itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
Bonus!
67itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
15 min
68itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
99.997%
69itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
Mega-bonus!
70itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
SLA
71itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
SLI
72itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
Service Lev...
73
74
IT Spring –
the Aftermath
75itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
It takes tw...
76itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
But who is ...
77itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
Weakest lin...
78itSMF Singapore 2013 Annual Conference - Value of ITSM
Low IM maturity in
most organizations
Source: Capgemini IM Survey...
79
Business is
weakest link?
80
Approach
Analyse current situation
Compare with industry best practices
Architect/design IM processes
Lead improvement ...
81itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
The Busines...
82itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
BiSL® shows...
83itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
BiSL®
Direc...
84itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
BiSL®
Plann...
85
IT
Org
User
Org
Info
Syst
Big IT Picture
Demand
SupplyUse
86
Info
Syst
Demand
SupplyUse
87
Business
Strategy
Business
Projects
Business
Operations
Information
Strategy
Functionality
Management
Usage
Management
...
88
88
ASL2 ®
89
ASL2 ®
90
IT
Org
User
Org
Demand
SupplyConsumption
Info
Syst
91itSMF Singapore 2013 Annual Conference - Value of ITSM
Oslo
Stockholm
Minneapolis
/ St Paul
London
Bangkok
Kuala Lumpur
...
92
93itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
Negenvlaksm...
94
IT Value Chain
95
95
Business Goals
IT Benefits
Business Benefits
Profit
IT
Revenue
Cost
MoreBetter
functionality
Quicker TTM
Fewer/short...
96itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
Things will...
97itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
mark.smalle...
Upcoming SlideShare
Loading in …5
×

ASL & BiSL (PinkRoccade Heathcare, Apeldoorn NL, May 2013)

3,388 views

Published on

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
3,388
On SlideShare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
7
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide
  • © 2009 Capgemini. All rights reserved
  • Coert van Ee @coertvanee Burgemeester van Zederik. Zederik ligt in Vijfheerenlanden en Alblasserwaard en is deel van het Groene Hart.
  • ASL & BiSL (PinkRoccade Heathcare, Apeldoorn NL, May 2013)

    1. 1. 1 Workshop Business Informatiemanagement en Functioneel Beheer binnen de zorg Apeldoorn, 16 mei 2013 De wereld van BiSL en ASL Mark Smalley, IT Paradigmaloog @marksmalley & mark.smalley@aslbislfoundation.org
    2. 2. 2itSMF Singapore 2013 Annual Conference - Value of ITSM
    3. 3. 3itSMF Singapore 2013 Annual Conference - Value of ITSM Wees- informatie
    4. 4. 4itSMF Singapore 2013 Annual Conference - Value of ITSM Maarten Looijen Emeritus Professor at Delft University of Technology & Rector Osei Tutu II Institute for Advanced ICT Studies Ghana (2002-2012) Beheer van informatiesystemen is de instandhouding van de informatiesysteemcomponenten apparatuur, programmatuur, gegevensverzamelingen en procedures en de bijbehorende gegevensverwerkings- en informatievoorzieningsprocessen overeenkomstig eisen en randvoorwaarden gesteld vanuit het gebruik en rekening houdend met de karakteristieken van genoemde informatiesysteemcomponenten en met de mensen die deel uitmaken van de informatiesystemen ofwel gebruik maken van deze systemen.
    5. 5. 5 Beheer Systeem Gebruik invoer uitvoer prestaties en storingen sturing en onderhoudvoorlichting en opleidingen verzoeken en incidenten Complexiteit •Massaliteit •Heterogeniteit •Deconcentratie •Dynamiek •Functionaliteit •Samenhang •Geavanceerdheid max/gem/min Eigenschappen programmatuur •Functionaliteit (geschikt/passend; exact/nauwkeurig; werken in combinatie; volgzaam/meegaand; beveiliging/controleerbaar) •Betrouwbaarheid (volwassen; storingsbestendig; herstelbaar; beschikbaar; degradeerbaar) •Bruikbaarheid (begrijpelijk; leerbaar; uitvoerbaar; duidelijk; aanpassing; aantrekkelijk; helder; nuttig; gebruiksvriendelijk) •Efficiëntie (tijdgedrag; hoeveelheid middelen en gebruiksduur) •Onderhoudbaarheid (analyseerbaar; veranderbaar; stabiel; testbaar; beheersbaar; herbruikbaar) •Overdraagbaarheid (aanpasbaar; installeerbaar; overeenkomstig met vervangbaarheid) ruim vold/vold/onvold Volwassenheid •Tijdige reactie op onderkende trends •Bijsturing van processen op basis van meetgegevens •Procesbeschrijvingen en in relatie met SLA’s •Procesmatig maar geen beschrijvingen •Ad hoc optimaal/beheerbaar/gedefinieerd/ herhaalbaar/ad hoc Service-niveaus •Partijen •Onderwerp •Openstelling •Storingsopheffing •Beschikbaarheid •Responsietijden •Calamiteitenregeling •Wijzigingen •Betaling •Duur ruim vold/vold/onvold Gebruikerstevredenheid •Afhandelen van incidenten •Ontvangst van verzoeken •Geven van voorlichting •Aanreiken van oplossingen •Overleg tussen gebruikers en beheerders ruim vold/vold/onvold Levenscyclus Informatiebeleid en -planning Ontwikkeling Acceptatie en invoering Wijziging1/Wijziging2 Gebruik1/Expoitatie1 •Gelijktijdig activeren van gebruik en beheer na verlaten AI •Activeren van W1/W2 zonder dagelijks gebruik en beheer nadelig te beïnvloeden •Vastleggen van wijzigingen •Toewijzen van taakvelden aan toestanden geheel/gedeeltelijk/niet acceptabel Beheervormen •Functioneel beheer •Applicatiebeheer •Technisch beheer geheel/gedeeltelijk/niet acceptabel Intern gedrag •ICT-strategie •ICT-betrokkenheid management •ICT-eigenaarschap •Variatie in ICT-gebruik •Toedeling ICT, personeel, financiën •Effectiviteit van ICT-gebruik hoog/redelijk/laag/nul Externe invloeden •Technologisch •Economisch •Organisatorisch •Politiek •Cultureel •Wetgevend sterk/gering/geen Externe invloeden beheerparadigma Totaal inrichtings- en beheerconcept (bron: M. Looijen, ICT Zakboek)
    6. 6. 6 ● Are your information systems heavy- duty trains or light-weight scooters? ● Do you have appropriate policies, processes and practices for each category? ● Your landscape is hybrid ● So build your new city within the old city Source: Capgemini “diversified and dynamic demand”
    7. 7. 7 • Leven met een standaardoplossing • Indirecte controle over de leverancier • Externe gegevensopslag • Interfaces met andere applicaties • Continuï teit en retransitie SaaS SaaS: kan ik mij de voordelen permitteren?
    8. 8. 8itSMF Singapore 2013 Annual Conference - Value of ITSM Happiness(%) Manager Program m er Consultant Paradigmologist Work is more fun than fun – Noël Coward Smalley.IT IT Paradigmologist
    9. 9. 9itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM HEALTH WARNING The contents of this presentation may cause shock, vomiting, confusion, panic, euphoria, and anxiety. If you suffer from high blood pressure, a nervous disorder, or palpitations, consult your doctor before attending.
    10. 10. 10itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM Q > A
    11. 11. 11itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM Finger on the Global Pulse Theo Thiadens NED Roles & Resp; Standardization & Sourcing; Supplier certif. Brian Johnson USA Effective use of frameworks Ian Clayton USA IT Dept; effectiveness of ‘implementing’ ITSM Maarten Looijen NED Ethics Charles Betz USA DevOps; IT Dept; Analytics; Frameworks Rob England NZL Managing multi-party value chains; Anti-fragility Troy DuMoulin USA Managing multi-party value chains Aale Roos FIN Quality of IT service Hank Marquis USA Business responsibilities; Roles and career paths Paul Wilkinson NED Training & certification; Customer focus; BITA Steven de Smet BEL IT Dept Peter Lijnse CAN IT Dept Ivor Macfarlane GBR DevOps (vs specialization); IT Dept Robert Falkowitz CHE Humans vs machines Mark Toomey AUS IT-savvy business leaders Rama Prasad Mamidi SIN […]; Offshore; Talent (customer expectations, scarcity) Egon Berghout NED Career paths/knowledge/job rotation; IS trade-offs Michiel de Boer MYS Lean and Agile Suwat Laicharoensup THA Technological standardization; ITSM for SME’s Frank Chen CHN Competences for knowledge workers Milan Zivkovic SRB Consolidation; Complexity reduction; performance; BITA Mauricio Corona MEX Effect offshore ITSM for professionals in ‘mature’ regions AN Rao IND Managing multi-party value chains; ITSM & Cloud/Mobile//SDN/SDDC Daniel Billing SWE Talking to the business
    12. 12. 12itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM >
    13. 13. 13itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM ● I&T ● IT-lente ● IT-roltrap ● Beheerobjecten ● Gekke Nederlanders ● Burgemeester in de lift ● ASL en BiSL Agenda
    14. 14. 14itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM Poll Where do you work? (employed or contractor) 1.Business department 2.IT department 3.External IT service provider 4.Consultant 5.Trainer 6.Other Enterprise Show of hands!
    15. 15. 15itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM Poll Top IT priorities What’s your organization’s highest IT priority? 1.Lowering cost of IT 2.Improving reliability of IT 3.Increasing speed of change of IT 4.Using IT to improve business efficiency 5.Using IT to improve business revenue
    16. 16. 16 IT Paradigmologist at work
    17. 17. 17 IT Paradigmologist at work What can you actually change? What can you actually change?
    18. 18. 18 IT Paradigmologist at work
    19. 19. 19 IT Org User Org Demand SupplyUse Info Syst Big IT Picture
    20. 20. 20 Info Syst Information Systems Information & Technology Data Software Hardware Wisdom Knowledge Information Data
    21. 21. 21 Info Syst Beheerobjecten De applicatie en de inrichting ervan
    22. 22. 22 Information & Technology Information & Technology are Business Assets that are closely intertwined but have different characteristics and need to be managed in their own right Data Software Hardware Wisdom Knowledge Information Data
    23. 23. 23 IT Org User Org Organizations Values & Goals & Strategy People & Knowledge & Skills Processes & Activities Roles & Responsibilities Relationships & Agreements
    24. 24. 24 IT Org User Org Responsibilities Information & Technology Data Software Hardware Wisdom Knowledge Information Data
    25. 25. 25 IT Org User Org Responsibilities Supply of IT services Communication of benefits, costs and risks Demand for and use of information and technology
    26. 26. 26 IT Org User Org Demand SupplyUse Info Syst Big IT Picture
    27. 27. 27 IT Org User Org Demand SupplyUse Info Syst Big IT Picture Functionality? Performance? Security? IS being used well enough? IT changing IS quickly enough? Quality of dialogue and relationship B&IT?Demonstrate governance of I&T? Delivering (innovative) value?
    28. 28. 28itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM ● Is the right information available to support the business processes? ● Does the business have insight into the managerial improvement requirements for information systems? ● Is the business using the potential of IT, e.g. social media, big data, BYOD? ● Is the business using IT to achieve strategic goals? Symptoms (1/3) Right information for the business?
    29. 29. 29itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM Symptoms (2/3) Delegation of IT supply? ● Does the business have insight into the costs of the information systems and whether they are normal? ● Does the business have insight into the budget that is available for use and operation of information systems and for improvements (changes, projects, programmes)? ● Is the business spending the right amount of time and money on information (technology)? ● Does the business manage change to information systems effectively? ● Has the business got the (delegation of) quality, cost and timeliness of IT services and projects under control? ● Does the business create adequate specifications for IT?
    30. 30. 30itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM Symptoms (3/3) Appropriate use of IS? ● Are business employees getting the most out of the currently available information and information systems? ● Does the business have insight into what the employees think about the information systems and their ‘bottom-up’ improvement requirements?
    31. 31. 31 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
    32. 32. 32 Information Management “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?
    33. 33. 33 Definitions of IM About exploiting value Corporate responsibility Technology is not mentioned, but technological progress has fuelled the information revolution
    34. 34. 34 Symptoms of poor IM Time wasted using information systems Wrong interpretation  bad decision-making IT budget wasted on wrong things Delayed business projects Competitive disadvantage Compliance issues Business not in control
    35. 35. 35 Enterprise 35 Traditional IT Value Chain Bus. dept. IT dept. Ext. IT serv prov Customer Citizen Manuf. IT comp.
    36. 36. 36 36 Disruption by IT commoditization Bus. dept. Ext. IT serv prov Customer Citizen Manuf. IT comp. IT dept. Enterprise
    37. 37. 37 37 Progress
    38. 38. 38 38 New relationships Bus. dept. Ext. IT serv prov Customer Citizen Manuf. IT comp. IT dept. Enterprise
    39. 39. 39 Enterprise 39 Capability shift and redistribution IT dept Ext. IT serv prov Customer Citizen Manuf. IT comp. Bus. dept.
    40. 40. 40 Classic IT ‘Business IT’ ‘IT logistics’ Enterprise 40 Capability shift and redistribution Bus. dept. IT dept Ext. IT serv prov Customer Citizen Manuf. IT comp.
    41. 41. 41 Double power-shift From IT Departments to 1) External IT Service Providers 2) The Business
    42. 42. 42 Prague Spring
    43. 43. 43 Arab Spring
    44. 44. 44 Occupy Wall Street
    45. 45. 45 Smalley is revolting
    46. 46. 46 IT Spring Users are revolting! Topple the IT dictators! Occupy IT! Liberate the users! Ban the SLA!
    47. 47. 47 Have the lunatics taken over the asylum? Have the lunatics taken over the asylum?
    48. 48. 48 Nuclear disarmament
    49. 49. 49 Service level disarmament
    50. 50. 50itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM “Ban the SLA!”
    51. 51. 51itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM “Ban the SLA!”
    52. 52. 52itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM “Ban the SLA!”
    53. 53. 53itSMF 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” “Ban the SLA!”
    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 3RD 13:22
    56. 56. 56itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
    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
    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 Lights out for?
    63. 63. 63itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM 34 min
    64. 64. 64itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM Availability%?
    65. 65. 65itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM 99.994%
    66. 66. 66itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM Bonus!
    67. 67. 67itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM 15 min
    68. 68. 68itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM 99.997%
    69. 69. 69itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM Mega-bonus!
    70. 70. 70itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM SLA
    71. 71. 71itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM SLI
    72. 72. 72itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM Service Level Insult
    73. 73. 73
    74. 74. 74 IT Spring – the Aftermath
    75. 75. 75itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM It takes two to tango
    76. 76. 76itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM But who is the weakest link?
    77. 77. 77itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM Weakest link? Where would you invest in improvement? 1.IT more than business 2.Both equally 3.Business more than IT Poll
    78. 78. 78itSMF Singapore 2013 Annual Conference - Value of ITSM Low IM maturity in most organizations Source: Capgemini IM Survey 2011-2012 Gartner EIM model
    79. 79. 79 Business is weakest link?
    80. 80. 80 Approach Analyse current situation Compare with industry best practices Architect/design IM processes Lead improvement project Demonstrate added value
    81. 81. 81itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM The Business Information Services Library (BiSL® ) ●Addresses this 'underdeveloped' domain ●Specifies the activities to manage information and IT services from a business perspective Process framework, best practices, training & certification (APMG) scheme, ITIL recognition and priSM accreditation, Academic Partner The Open Group, publications with guidance, knowledge network Industry best practices for IM
    82. 82. 82itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM BiSL® shows how to ● Ensure that the business gets the information systems that they need ● Acquire and manage IT services effectively and efficiently, from a demand (business) perspective ● Ensure that existing information systems are used effectively and efficiently
    83. 83. 83itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM BiSL® Direct information strategy Change functionality Support users Govern information Management Manage information management
    84. 84. 84itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF 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
    85. 85. 85 IT Org User Org Info Syst Big IT Picture Demand SupplyUse
    86. 86. 86 Info Syst Demand SupplyUse
    87. 87. 87 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
    88. 88. 88 88 ASL2 ®
    89. 89. 89 ASL2 ®
    90. 90. 90 IT Org User Org Demand SupplyConsumption Info Syst
    91. 91. 91itSMF Singapore 2013 Annual Conference - Value of ITSM Oslo Stockholm Minneapolis / St Paul London Bangkok Kuala Lumpur Singapore Gold Coast Copenhagen Malmö Dallas Bratislava
    92. 92. 92
    93. 93. 93itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM Negenvlaksmodel Inform atie/ C om m unicatie Strategie Structuur Operaties Business Technologie Toon Abcouwer abcouwer@uva.nl www.abcouwer.nl @toonabc
    94. 94. 94 IT Value Chain
    95. 95. 95 95 Business Goals IT Benefits Business Benefits Profit IT Revenue Cost MoreBetter functionality Quicker TTM Fewer/shorter outages More flexible Cheaper More productive Cheaper Better Your IT initiative IT Value Chain
    96. 96. 96itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM Things will improve. They just might improve without you. Chris Dancy @ServiceSphere Warning
    97. 97. 97itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM mark.smalley@aslbislfoundation.org www.linkedin.com/in/marksmalley marksmalley @ Twitter Smalley.IT www.aslbislfoundation.org Free downloads Newsletter Please keep in touch!

    ×