IT Spring & Occupy IT• Mark Smalley                        1
Speaker‘s challenge!      #leadit12      @marksmalley                       2
Androids AnonymousCan you stop the habit?                          3
Continual PartialAttention Disorder                                                        Linda Stone•   Pay partial atte...
FOMO       Chris Dancy                     5
Project Chicken                  A              L          H                      6
HP        7
P               W                                C                                    Project Chicken 201260th Wedding Ann...
9
10
11
What was thedesired outcome ofProject Chicken?                 12
Global Research                  13
How do you…?               14
How do you…?               15
How do you…?               16
How do you…?               17
Different planets                  SQ or EQ?                    SQ                          EQ    SQ      EQ Stuart Wray  ...
Different planetsThe N Word                       19
Different planets                    20
Different planets                    21
How do you…?               22
Conditioning               23
IT Paradigmologist   marksmalley @                     24
Happiness is U-Shaped                        Andrew Oswald                                    25
Line of Everything                     Charles Handy                                 26
Claim to Fame      Emanuel School (1594)   27
Emanuel School (1889)           Tim Berners-Lee                             28
1964      “A pleasant,    thoughtful boy”“tends to become a little   confused at times”                            29
IT Paradigmology                   30
Big IT Picture     IT            User     Org           Org            Info            Syst                          31
IT Tsunami‘s                 IT ParadigmClouds                               SocialLean         IT           User      Mob...
Agenda● The Big IT Picture● IT Service manager in the squeeze● IT Spring & Occupy IT● Relationship between business and IT...
IT Service ManagerCaught between a Rock and a Hard Place                                         34
Standardization & commoditization                                     • Cheap                                     • Qualit...
Commoditization Escalator• Technology tends to standardize and commoditize• IT Service Providers have to constantly create...
IT Service Manager Caught between a Rock and a Hard Place37                                        37
Gartner Top 10 StrategicTechnologies 2012 •   Media Tablets and Beyond •   Mobile-Centric Applications and Interfaces •   ...
My computer25% of Britons says that their computer is―the most irreplaceable thing in their life‖        www.telegraph.co....
My phoneWould you rathergive up your phone or:• Alcohol – 70%• Chocolate – 63%• Sex – 33%• Computer – 20%66% sleep next to...
My smartphone•   20% use smartphone during a performance•   20% use smartphones in quiet venues•   25% take work-related c...
IT‘s all about apps                      42
What kind of a relationshipdo you have with your apps?                              43
What kind of apps do you use?                     High                              Celebrity        Sweetheart    # Socia...
Sweetheart• Very popular, lots of updates• Removing this app would cause a revolution• Your sweethearts?                  ...
Janitor• Some people like it but most are indifferent• Replacement inconvenient but no protests• Your janitors?           ...
Celebrity• Great interest but what‘s the actual value?• Don‘t worry if it disappears, there‘ll be  another sexy star befor...
Stepmother• Nobody likes using it but they have to• Replacing this app would make people‘s  business lives a lot easier• Y...
Stepmother             49
Other kinds of apps?•   Mistress – as in ‗Shadow‘ or ‗Rogue‘ IT•   Napoleon (complex)•   My best friend (gets me out of tr...
Trains, buses, cars, scooters                                51
Develop a relationshipwith your apps• Like / unlike• Friend / unfriend                         52
And let your app develop arelationship with you…HAL: ―Look Dave, I can see yourereally upset about this. I honestly thinky...
Develop a relationshipwith your IT department• Like / unlike• Friend / unfriend                          54
Develop a relationshipwith your IT department                          55
The rise and fall of IT                          56
In the beginning there was IT…           The Creation of Adam          Michelangelo, 1508-1512   57
Creation, elevation, destruction              Lament for Icarus          Herbert James Draper, 1898   58
―Just tell us what you want‖(and then it‘s your fault   Userswhen it goes wrong)            IT                            ...
You wouldn’t want anything nasty tohappen to those servers, would you?                                      60
Stockholm syndrome• Bank robbery at Norrmalmstorg in  1973• Robbers held employees hostage for  6 days• Victims became emo...
Prague Spring 1968                     62
Arab Spring 2011                   63
Helsinki Spring 2011―Angry young Finns‖                       64
IT Spring – Occupy IT                        65
IT Spring – Occupy IT                        66
IT Spring – Occupy IT                        67
Smalley is revolting                       68
Service DisarmamentNuclear Level Disarmament                            69
70
IT Spring            Rick Mans                        71
IT Spring• Recognize value of emotional relationships• Use Social as a design principle for applications and processes• En...
Next generation IT?                      ?                      73
Re-invent ITSM andembrace Occupy IT● Business is more demanding and IT savvy● Suppliers are encroaching into the ITSM spac...
What does IT think about the Business?•   Don‘t know what they want•   Are always changing their minds•   Make unreasonabl...
What does the Business think about IT?Board research                                                                   Rob...
Stephen Mann     Key issues for IT executives                         ―Technology is too important to                     ...
World-wide ABC of ICT Surveys                                78
What‘s wrong with thebusiness-IT relationship?                       The ‗them‘ and ‗us‘ culture                          ...
Different planets John Gray                                    Ads by Smalley ‗Men are from Mars, Women are from Venus‘  ...
81
Different planets                   Fix it or                talk about it? Fawlty Towers                            Ads b...
Different planets                  Technical                  m want                  Men                 to fix things   ...
Men don‘t     do empathy84                84
When women hear     about the symptoms        of Asperger85                        85
they wonder whether     their husbands have it86                            86
―We can‘t help men and women            to speak the same language,                but we can teach them                 t...
―We can‘t help Businesswomen                          men and and IT            to speak the same language,               ...
Thinking out of the IT box     IT            User     Org           Org            Info            Syst                   ...
Re-invent ITSM andembrace Occupy IT● Business is more demanding and IT savvy● Suppliers are encroaching into the ITSM spac...
Business InformationServices LibraryShows how to•   Ensure that the business gets the information    that it needs•   Acqu...
ABC of ICT & BiSL                                               Paul● ‗Business & IT must engage                 Wilkinson...
BiSL addresses   Interfaces between business & IT   Relationship with the users   Strategic use of information & IT   ...
BiSL Framework  I-organization strategy cluster                    Information strategy cluster    Organize               ...
BiSL Framework          I-organization strategy cluster                                                  Information strat...
Interfaces between business and IT          I-organization strategy cluster                                               ...
Relationship with the users          I-organization strategy cluster                                                  Info...
Strategic use of information and IT          I-organization strategy cluster                                              ...
Business cases and cost/benefit mgmt          I-organization strategy cluster                                             ...
Specification, procedures, acceptance & transition           I-organization strategy cluster                              ...
Positioning BiSL                   101
ITIL® V3 & BiSLwww.aslbislfoundation.org (white papers)or www.best-management-practice.com                         ITIL & ...
ITIL® V3 & BiSL                  103
Conclusion: ITIL & BiSL arecomplementary frameworks• BiSL describes responsibilities of the Business and aims  primarily t...
itSMF USA & BiSL―Starting in September, itSMF USA Board of Directors areavailable to facilitate a session on BiSL.An itSMF...
Re-invent ITSM andembrace Occupy IT● Suppliers are encroaching into the ITSM space● Business is more demanding and IT savv...
Business Value                                Business Benefits                                     Better           New  ...
Recap● The Big IT Picture● IT Service manager in the squeeze● IT Spring & Occupy IT● Relationship between business and IT●...
Recommendations Consume the food for thought – Revisit your position on the IT value chain – Work on engaging with the bus...
Additional resourcesPeople who liked this presentation also liked…• White papers & publications (www.aslbislfoundation.org...
What was thedesired outcome ofProject Chicken?                 111
1. Eggs2. Money3. People4. ConversationAsk the client!   112
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IT spring (itSMF, Gold Coast, Australia, Aug 2012)

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  • In Greek mythology, Icarus (the Latin spelling, conventionally adopted in English, IPA:ˈiːkʰəɾʊs; Greek: Ἴκαρος, Íkaros, Etruscan: Vikare[1]) is the son of the master craftsman Daedalus. The main story told about Icarus is his attempt to escape from Crete by means of wings that his father constructed from feathers and wax. He ignored instructions not to fly too close to the sun, and the melting wax caused him to fall to his death. The myth shares thematic similarities with that of Phaëton — both are usually taken as tragic examples of hubris or failed ambition — and is often depicted in art. Today, the Hellenic Air Force Academy is named after Icarus, who is seen as the mythical pioneer in Greece's attempt to conquer the skies.
  • Users (unlike IT) are regular people and regular people tend to adapt to uncomfortable situations. People need defense mechanisms in order to survive. Ever felt happy with an application when you’ve completed a longish transaction without it having crashed and losing your data? Yep, that’s the Stockholm syndrome: “a paradoxical psychological phenomenon wherein hostages express adulation and have positive feelings towards their captors that appear irrational in light of the danger or risk endured by the victims, essentially mistaking a lack of abuse from their captors as an act of kindness”. I think of some applications as benevolent dictators. You’re obliged to use them and they direct your actions in a polite but firm way: “Please re-enter your data”. Including the data that it could have but hasn’t bothered to save for you.
  • IT spring (itSMF, Gold Coast, Australia, Aug 2012)

    1. 1. IT Spring & Occupy IT• Mark Smalley 1
    2. 2. Speaker‘s challenge! #leadit12 @marksmalley 2
    3. 3. Androids AnonymousCan you stop the habit? 3
    4. 4. Continual PartialAttention Disorder Linda Stone• Pay partial attention — continuously• Want to be a live node on the network• Connect and be connected• Scan for opportunities• Busy and connected = alive, recognized, significant• Artificial sense of constant crisis – can‘t miss anything• Feeling overwhelmed, over-stimulated, unfulfilled• We are so accessible, we‘re inaccessible, powerless 4
    5. 5. FOMO Chris Dancy 5
    6. 6. Project Chicken A L H 6
    7. 7. HP 7
    8. 8. P W C Project Chicken 201260th Wedding Anniversary 2008 8
    9. 9. 9
    10. 10. 10
    11. 11. 11
    12. 12. What was thedesired outcome ofProject Chicken? 12
    13. 13. Global Research 13
    14. 14. How do you…? 14
    15. 15. How do you…? 15
    16. 16. How do you…? 16
    17. 17. How do you…? 17
    18. 18. Different planets SQ or EQ? SQ EQ SQ EQ Stuart Wray Ads by Smalley ‗SQ Minus EQ can Predict Programming Aptitude‘ 18
    19. 19. Different planetsThe N Word 19
    20. 20. Different planets 20
    21. 21. Different planets 21
    22. 22. How do you…? 22
    23. 23. Conditioning 23
    24. 24. IT Paradigmologist marksmalley @ 24
    25. 25. Happiness is U-Shaped Andrew Oswald 25
    26. 26. Line of Everything Charles Handy 26
    27. 27. Claim to Fame Emanuel School (1594) 27
    28. 28. Emanuel School (1889) Tim Berners-Lee 28
    29. 29. 1964 “A pleasant, thoughtful boy”“tends to become a little confused at times” 29
    30. 30. IT Paradigmology 30
    31. 31. Big IT Picture IT User Org Org Info Syst 31
    32. 32. IT Tsunami‘s IT ParadigmClouds SocialLean IT User Mobile Org OrgAgile AppsOffshore BYOABCOutside-in Info Games Democracy Syst 32
    33. 33. Agenda● The Big IT Picture● IT Service manager in the squeeze● IT Spring & Occupy IT● Relationship between business and IT● Re-inventing ITSM and embracing Occupy IT● Business responsibilities & BiSL framework 33
    34. 34. IT Service ManagerCaught between a Rock and a Hard Place 34
    35. 35. Standardization & commoditization • Cheap • Quality, Safety • Supplier independence • Compatibility, Source: Simon Wardley, OSCON 09 interoperability 35
    36. 36. Commoditization Escalator• Technology tends to standardize and commoditize• IT Service Providers have to constantly create more value for their customers Business process  Application  Infrastructure 36
    37. 37. IT Service Manager Caught between a Rock and a Hard Place37 37
    38. 38. Gartner Top 10 StrategicTechnologies 2012 • Media Tablets and Beyond • Mobile-Centric Applications and Interfaces • Contextual and Social User Experience • Internet of Things • App Stores and Marketplaces • Next-Generation Analytics • Big Data • In-Memory Computing • Extreme Low-Energy Servers • Cloud Computingwww.gartner.com/it/page.jsp?id=1826214 38
    39. 39. My computer25% of Britons says that their computer is―the most irreplaceable thing in their life‖ www.telegraph.co.uk/technology/news/ 8628730/Computers-irreplaceable-for-1-in-4.html 39
    40. 40. My phoneWould you rathergive up your phone or:• Alcohol – 70%• Chocolate – 63%• Sex – 33%• Computer – 20%66% sleep next to phone http://gigaom.com/2011/08/03/ how-much-do-you-love-your-phone/ 40
    41. 41. My smartphone• 20% use smartphone during a performance• 20% use smartphones in quiet venues• 25% take work-related calls on holiday• 33% teenagers use smartphones during meals• 67% teenagers were ―highly addicted‖• 50% use them in the lavatory• 40% answer their phone at night• 25% watch less TV because of smartphone• 15% read fewer books because of it http://www.telegraph.co.uk/technology/mobile-phones/ 8680613/Smartphone-addiction-adults-are-as-guilty-as-children.html 41
    42. 42. IT‘s all about apps 42
    43. 43. What kind of a relationshipdo you have with your apps? 43
    44. 44. What kind of apps do you use? High Celebrity Sweetheart # Social likes Stepmother Janitor Low Low High # Social interactions 44
    45. 45. Sweetheart• Very popular, lots of updates• Removing this app would cause a revolution• Your sweethearts? 45
    46. 46. Janitor• Some people like it but most are indifferent• Replacement inconvenient but no protests• Your janitors? 46
    47. 47. Celebrity• Great interest but what‘s the actual value?• Don‘t worry if it disappears, there‘ll be another sexy star before long• Your celebrities? 47
    48. 48. Stepmother• Nobody likes using it but they have to• Replacing this app would make people‘s business lives a lot easier• Your stepmothers? 48
    49. 49. Stepmother 49
    50. 50. Other kinds of apps?• Mistress – as in ‗Shadow‘ or ‗Rogue‘ IT• Napoleon (complex)• My best friend (gets me out of trouble)• … 50
    51. 51. Trains, buses, cars, scooters 51
    52. 52. Develop a relationshipwith your apps• Like / unlike• Friend / unfriend 52
    53. 53. And let your app develop arelationship with you…HAL: ―Look Dave, I can see yourereally upset about this. I honestly thinkyou ought to sit down calmly, take astress pill, and think things over.‖2001 A Space OdysseyStanley Kubrick, 1968 53
    54. 54. Develop a relationshipwith your IT department• Like / unlike• Friend / unfriend 54
    55. 55. Develop a relationshipwith your IT department 55
    56. 56. The rise and fall of IT 56
    57. 57. In the beginning there was IT… The Creation of Adam Michelangelo, 1508-1512 57
    58. 58. Creation, elevation, destruction Lament for Icarus Herbert James Draper, 1898 58
    59. 59. ―Just tell us what you want‖(and then it‘s your fault Userswhen it goes wrong) IT 59
    60. 60. You wouldn’t want anything nasty tohappen to those servers, would you? 60
    61. 61. Stockholm syndrome• Bank robbery at Norrmalmstorg in 1973• Robbers held employees hostage for 6 days• Victims became emotionally attached to their victimizers• Even defended their captors after they were freed 61
    62. 62. Prague Spring 1968 62
    63. 63. Arab Spring 2011 63
    64. 64. Helsinki Spring 2011―Angry young Finns‖ 64
    65. 65. IT Spring – Occupy IT 65
    66. 66. IT Spring – Occupy IT 66
    67. 67. IT Spring – Occupy IT 67
    68. 68. Smalley is revolting 68
    69. 69. Service DisarmamentNuclear Level Disarmament 69
    70. 70. 70
    71. 71. IT Spring Rick Mans 71
    72. 72. IT Spring• Recognize value of emotional relationships• Use Social as a design principle for applications and processes• Engage the users• Information Technology  Engagement Technology 72
    73. 73. Next generation IT? ? 73
    74. 74. Re-invent ITSM andembrace Occupy IT● Business is more demanding and IT savvy● Suppliers are encroaching into the ITSM space● ITSM has to move up the value chain from supplier mode to business partner mode● ITSM needs to develop business knowledge and empathy, collaboration, acquisition skills● Business and IT must find a way to engage and align at all levels 74
    75. 75. What does IT think about the Business?• Don‘t know what they want• Are always changing their minds• Make unreasonable demands• Won‘t take responsibility for decisions• Don‘t use the system properly• Can‘t think strategically• Blame us for everything• Don‘t trust us• Don‘t understand us 75
    76. 76. What does the Business think about IT?Board research Robina Chatham How important do you believe IT is to the future of your business? – 94% - EXCEEDINGLY How highly do you rate your own IT function? – 46% - NOT VERY HIGHLY – 32% - THEY ARE OK AT THE TECHNICAL STUFF Is your most senior IT person considered to be a member of the "inner sanctum"? – 98% - NO Source: www.chatham.uk.com/s/writing/it-on-board 76
    77. 77. Stephen Mann Key issues for IT executives ―Technology is too important to the business not to be engaged and IT does not understand the business well enough to be left to its own devices‖ 77
    78. 78. World-wide ABC of ICT Surveys 78
    79. 79. What‘s wrong with thebusiness-IT relationship? The ‗them‘ and ‗us‘ culture IT has too little understandingEverything has the highest priority of business impact/priority according to the users IT thinks it doesn‘t need to Too little business involvement understand the business to in requirements specification make a business case and testing The framework (ITIL/BISL/ASL) is the objective, not the goal I demand and you give (in) IT is too internally focused No management commitment Not my responsibility 79
    80. 80. Different planets John Gray Ads by Smalley ‗Men are from Mars, Women are from Venus‘ 80
    81. 81. 81
    82. 82. Different planets Fix it or talk about it? Fawlty Towers Ads by Smalley ‗The Wedding Party‘ 82
    83. 83. Different planets Technical m want Men to fix things with thingsThe IT Skeptic Ads by Smalley www.itskeptic.org/we-need-movement 83
    84. 84. Men don‘t do empathy84 84
    85. 85. When women hear about the symptoms of Asperger85 85
    86. 86. they wonder whether their husbands have it86 86
    87. 87. ―We can‘t help men and women to speak the same language, but we can teach them to understand both‖ Pat Heim Ads by Smalley ‗Row Boat Cartoon‘, www.heimgroup.com 87 87
    88. 88. ―We can‘t help Businesswomen men and and IT to speak the same language, but we can teach them to understand both‖ Pat Heim Ads by Smalley ‗Row Boat Cartoon‘, www.heimgroup.com 88 88
    89. 89. Thinking out of the IT box IT User Org Org Info Syst 89
    90. 90. Re-invent ITSM andembrace Occupy IT● Business is more demanding and IT savvy● Suppliers are encroaching into the ITSM space● ITSM has to move up the value chain from supplier mode to business partner mode● ITSM needs to develop business knowledge and empathy, collaboration, acquisition skills● Business and IT must find a way to engage and align at all levels● BiSL helps formalize this engagement, which has been a top issue for more than 10 years 90
    91. 91. Business InformationServices LibraryShows how to• Ensure that the business gets the information that it needs• Acquire and manage IT services effectively and efficiently, from a demand (business) perspectiveProcess framework, best practices,training & qualification (APMG) scheme,priSM accreditation, publications withguidance, knowledge network 91
    92. 92. ABC of ICT & BiSL Paul● ‗Business & IT must engage Wilkinson and align at all levels‘ has been a top issue for more than 10 years● Results of the world-wide ABC of ICT surveys with 3800 respondents● BiSL helps formalize this engagement 92
    93. 93. BiSL addresses Interfaces between business & IT Relationship with the users Strategic use of information & IT Business cases, cost/benefit mgmt Specification, procedures, acceptance and training Business-side goals, activities & results; demarcation business & IT Positioning of Information Management as a business responsibility 93
    94. 94. BiSL Framework I-organization strategy cluster Information strategy cluster Organize Direct information information management strategy Manage activities & resources, benefits & costs, info. quality, IT dept. Support Change users functionality Use management cluster Functionality management cluster 94
    95. 95. BiSL Framework I-organization strategy cluster Information strategy cluster Strategic Establish Establish supplier info. chain technological management developments developments Infor-Strategic user Information Information relationship I-organization mation strategy coor- lifecycle portfoliomanagement management management dination Strategic Establish info. partner bus. process management developments Planning and Financial Demand Contract resource management management management management Change- management Specify Design non- End user Business data information automated support management requirements info. systems Operational Prepare Review supplier management transition and testing Transition management Use management cluster Functionality management cluster 95
    96. 96. Interfaces between business and IT I-organization strategy cluster Information strategy cluster Strategic Establish Establish supplier info. chain technological management developments developments Infor-Strategic user Information Information relationship I-organization mation strategy coor- lifecycle portfoliomanagement management management dination Strategic Establish info. partner bus. process management developments Planning and Financial Demand Contract resource management management management management Change- management Specify Design non- End user Business data information automated support management requirements info. systems Operational Prepare Review supplier management transition and testing Transition management Use management cluster Functionality management cluster 96
    97. 97. Relationship with the users I-organization strategy cluster Information strategy cluster Strategic Establish Establish supplier info. chain technological management developments developments Infor-Strategic user Information Information relationship I-organization mation strategy coor- lifecycle portfoliomanagement management management dination Strategic Establish info. partner bus. process management developments Planning and Financial Demand Contract resource management management management management Change- management Specify Design non- End user Business data information automated support management requirements info. systems Operational Prepare Review supplier management transition and testing Transition management Use management cluster Functionality management cluster 97
    98. 98. Strategic use of information and IT I-organization strategy cluster Information strategy cluster Strategic Establish Establish supplier info. chain technological management developments developments Infor-Strategic user Information Information relationship I-organization mation strategy coor- lifecycle portfoliomanagement management management dination Strategic Establish info. partner bus. process management developments Planning and Financial Demand Contract resource management management management management Change- management Specify Design non- End user Business data information automated support management requirements info. systems Operational Prepare Review supplier management transition and testing Transition management Use management cluster Functionality management cluster 98
    99. 99. Business cases and cost/benefit mgmt I-organization strategy cluster Information strategy cluster Strategic Establish Establish supplier info. chain technological management developments developments Infor-Strategic user Information Information relationship I-organization mation strategy coor- lifecycle portfoliomanagement management management dination Strategic Establish info. partner bus. process management developments Planning and Financial Demand Contract resource management management management management Change- management Specify Design non- End user Business data information automated support management requirements info. systems Operational Prepare Review supplier management transition and testing Transition management Use management cluster Functionality management cluster 99
    100. 100. Specification, procedures, acceptance & transition I-organization strategy cluster Information strategy cluster Strategic Establish Establish supplier info. chain technological management developments developments Infor- Strategic user Information Information relationship I-organization mation strategy coor- lifecycle portfolio management management management dination Strategic Establish info. partner bus. process management developments Planning and Financial Demand Contract resource management management management management Change- management Specify Design non- End user Business data information automated support management requirements info. systems Operational Prepare Review supplier management transition and testing Transition management Use management cluster Functionality management cluster 100
    101. 101. Positioning BiSL 101
    102. 102. ITIL® V3 & BiSLwww.aslbislfoundation.org (white papers)or www.best-management-practice.com ITIL & BiSL ISO 20000 & BiSL102 102
    103. 103. ITIL® V3 & BiSL 103
    104. 104. Conclusion: ITIL & BiSL arecomplementary frameworks• BiSL describes responsibilities of the Business and aims primarily to guide the Business• ITIL describes part of BiSL‘s domain in order that IT Service Providers have better understanding of the Business‘ role• Because ITIL is written as guidance for IT Service Providers and BiSL is written as guidance for the Business, BiSL and ITIL can be regarded as complementary frameworks 104
    105. 105. itSMF USA & BiSL―Starting in September, itSMF USA Board of Directors areavailable to facilitate a session on BiSL.An itSMF USA board member delivers the session.No costs or travel costs to the IG (interest group).Schedule: Available on first come-first serve basis!We are excited to bring strategies for supporting IT servicemanagement with new and engaging perspectives.‖Source: itSMF USA News & Event Bulletin, 27 July 2012 105
    106. 106. Re-invent ITSM andembrace Occupy IT● Suppliers are encroaching into the ITSM space● Business is more demanding and IT savvy● ITSM has to move up the value chain from supplier mode to business partner mode● ITSM needs to develop business knowledge and empathy, collaboration, acquisition skills● Business and IT must find a way to engage and align at all levels 106
    107. 107. Business Value Business Benefits Better New functionality business ? ITIL Current Quicker TTM business Revenue ? ProfitITSM nitiatives Fewer/shorter Business SD Tool outages operations Cost More SaaS flexible ? … More productive IT ? Cheaper IT Benefits 107
    108. 108. Recap● The Big IT Picture● IT Service manager in the squeeze● IT Spring & Occupy IT● Relationship between business and IT● Re-inventing ITSM and embracing Occupy IT● Business responsibilities & BiSL framework 108
    109. 109. Recommendations Consume the food for thought – Revisit your position on the IT value chain – Work on engaging with the business – Take a look at BiSL – Use social media as a design principle – Embrace ‗Occupy IT‘ 109
    110. 110. Additional resourcesPeople who liked this presentation also liked…• White papers & publications (www.aslbislfoundation.org): • IT Spring • Reinvent IT Service Management • Information Management & my Demand-Supply Fetish • IT is from Flatland, Business is from Spaceland • BiSL Management Guide • BiSL, A Framework for Business Information Management – mark.smalley@aslbislfoundation.org & @marksmalley 110
    111. 111. What was thedesired outcome ofProject Chicken? 111
    112. 112. 1. Eggs2. Money3. People4. ConversationAsk the client! 112

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