Successfully reported this slideshow.

Ban the SLA, and other disruptive ideas (itSMF Singapore, Apr 2013)

517 views

Published on

Published in: Sports, Business
  • Be the first to comment

  • Be the first to like this

Ban the SLA, and other disruptive ideas (itSMF Singapore, Apr 2013)

  1. 1. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMPlatinum Sponsor:Supported by:Higher Silver Sponsors:Gold Sponsors:Prize Sponsor:itSMF Singapore 2013 Annual ConferenceValue of ITSM4 April 2013Novotel Clark Quay
  2. 2. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMBan the SLA, and other disruptive ideasMark SmalleyASL BiSL Foundation, IT Paradigmologist
  3. 3. www.itsmf.org.sgitSMF 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. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMQ > A
  5. 5. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMHappiness(%)ParadigmologistSmalley.ITIT Paradigmologist
  6. 6. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMOsloStockholmMinneapolis/ St PaulLondonBangkokKuala LumpurSingaporeGold CoastCopenhagenMalmöDallasBratislava
  7. 7. www.itsmf.org.sgitSMF 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
  8. 8. www.itsmf.org.sgitSMF 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
  9. 9. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMParticipantsPollWhere do you work? (employed or contractor)1. Business department2. IT department3. External IT service provider4. Consultant5. Trainer6. Other
  10. 10. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMTop 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
  11. 11. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMTop 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
  12. 12. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMFinger on the Global 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
  13. 13. www.itsmf.org.sgitSMF 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
  14. 14. www.itsmf.org.sgBuilt to deal with simple andcomplicated circumstancesbut vulnerable to disruptionfrom complexity and chaos14“a fragile IT house divided”
  15. 15. www.itsmf.org.sg● 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 and dynamic demand”
  16. 16. www.itsmf.org.sgTechnological progress: social, mobile,location, contextual, Internet of ThingsTechnological standardization =commoditization and consumerizationPower shift to external service providers16“disruption from supply”
  17. 17. www.itsmf.org.sgSpeed of business changeIT Spring – the AftermathPower shift to the business17“disruption from demand”
  18. 18. www.itsmf.org.sgEnterprise18Disrupted ITSMBus.dept.ITdept.Ext.IT servprovCustomerCitizenManuf.IT comp.
  19. 19. www.itsmf.org.sg19Disrupted ITSMBus.dept.Ext.IT servprovCustomerCitizenManuf.IT comp.ITdept.Enterprise
  20. 20. www.itsmf.org.sg20Disrupted ITSMBus.dept.Ext.IT servprovCustomerCitizenManuf.IT comp.ITdept.Enterprise
  21. 21. www.itsmf.org.sgitSMF 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
  22. 22. www.itsmf.org.sgConnect and collaborate,revisit value propositions,redefine external and internal interfaces,design for complexity, agility and resilience22My Answer
  23. 23. www.itsmf.org.sg23Standard+CaseRob England@theitskepticwww.basicsm.com/standard-case
  24. 24. www.itsmf.org.sg24Cynefin FrameworkDave Snowden@snowdedwww.youtube.com/watch?v=N7oz366X0-8
  25. 25. www.itsmf.org.sg25Unification PM/ALM/ITSMCharles Betz@CharlesTBetzwww.brighttalk.com/webcast/534/50993
  26. 26. www.itsmf.org.sg26Quantum Age of ITCharles Araujo@charlesaraujowww.thequantumageofit.com
  27. 27. www.itsmf.org.sg27Business Information ManagementASL BiSL Foundation@aslbislwww.aslbislfoundation.org
  28. 28. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM“Ban the SLA!”
  29. 29. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM“Ban the SLA!”
  30. 30. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM“Ban the SLA!”
  31. 31. www.itsmf.org.sgitSMF 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!”
  32. 32. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  33. 33. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM3RD 13:22
  34. 34. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  35. 35. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  36. 36. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  37. 37. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  38. 38. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  39. 39. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  40. 40. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMLights out for?
  41. 41. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM34 min
  42. 42. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMAvailability%?
  43. 43. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM99.994%
  44. 44. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMBonus!
  45. 45. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM15 min
  46. 46. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM99.997%
  47. 47. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMMega-bonus!
  48. 48. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMSLA
  49. 49. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMSLI
  50. 50. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMService Level Insult
  51. 51. www.itsmf.org.sgIT Paradigmologist at Work
  52. 52. www.itsmf.org.sgIT Paradigmologist at Work
  53. 53. www.itsmf.org.sgITOrgUserOrgDemandSupplyConsumptionInfoSystBig IT Picture
  54. 54. www.itsmf.org.sgDemandSupplyConsumptionInfoSystDemand
  55. 55. www.itsmf.org.sgBusinessStrategyBusinessProjectsBusinessOperationsInformationStrategyFunctionalityManagementUsageManagementIT StrategyIT Projects & ReleasesIT OperationsApplicationStrategyServiceStrategyApplicationMaintenance& RenewalServiceDesign &TransitionApplicationSupportServiceOperationIT ServicesIT SupplyBusinessBiSL ASL ITILBiSL ASL ITILBus. Info. Mgmtincl. IT Demand Mgmt
  56. 56. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMIt takes two to tango
  57. 57. www.itsmf.org.sgitSMF 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
  58. 58. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  59. 59. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMFlipsideof IT
  60. 60. www.itsmf.org.sgitSMF 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
  61. 61. www.itsmf.org.sgitSMF 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?
  62. 62. www.itsmf.org.sgitSMF 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?
  63. 63. www.itsmf.org.sgitSMF 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?
  64. 64. www.itsmf.org.sgitSMF 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 is a business asset
  65. 65. www.itsmf.org.sgitSMF 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
  66. 66. www.itsmf.org.sgitSMF 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
  67. 67. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSMBiSL®DirectinformationstrategyChangefunctionalitySupportusersGoverninformationManagementManage information management
  68. 68. www.itsmf.org.sgitSMF 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
  69. 69. www.itsmf.org.sgITOrgUserOrgDemandSupplyConsumptionInfoSyst
  70. 70. www.itsmf.org.sg70Demand& UseITSM(supply)Architecture ProjectManagementInternalControlSecurityEGIT
  71. 71. www.itsmf.org.sg71Demand& UseITSM(supply)Architecture ProjectManagementInternalControlSecurityEGIT
  72. 72. www.itsmf.org.sg72Demand& 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
  73. 73. www.itsmf.org.sgitSMF 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
  74. 74. www.itsmf.org.sgEnterprise74Disrupted ITSMBus.dept.ITdept.Ext.IT servprovCustomerCitizenManuf.IT comp.
  75. 75. www.itsmf.org.sg75Disrupted ITSMBus.dept.Ext.IT servprovCustomerCitizenManuf.IT comp.ITdept.Enterprise
  76. 76. www.itsmf.org.sg76Disrupted ITSMBus.dept.Ext.IT servprovCustomerCitizenManuf.IT comp.ITdept.Enterprise
  77. 77. www.itsmf.org.sg77Disrupted ITSMBus.dept.Ext.IT servprovCustomerCitizenManuf.IT comp.ITdept.Enterprise
  78. 78. www.itsmf.org.sgEnterprise78Disrupted ITSMITdeptExt.IT servprovCustomerCitizenManuf.IT comp.Bus.dept.
  79. 79. www.itsmf.org.sgClassicITSM„BusinessITSM‟„ITSMlogistics‟Enterprise79Disrupted ITSM Career?Bus.dept.ITdeptExt.IT servprovCustomerCitizenManuf.IT comp.
  80. 80. www.itsmf.org.sgitSMF 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‟
  81. 81. www.itsmf.org.sgitSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
  82. 82. www.itsmf.org.sgitSMF 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
  83. 83. www.itsmf.org.sgitSMF 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

×