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Welcome
Rearranging the Deck Chairs on the Titanic
–...
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USE YTD
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Agenda
1 2
3 4
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5
Happiness(%)
Paradigmologist
Smalley.IT
IT Paradig...
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6
Happiness is U-shaped
EUR 43 44
USA 45 49
Source: ...
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7
Line of everything
Source: www.londonbusinessforum...
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Manager‟s perspective
Source: www.londonbusinessforu...
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9
Line of everything
Source: www.londonbusinessforum...
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 10
10
Happiness(%)
Paradigmologist
Smalley.IT
Reinvent...
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 11
IT Paradigmologist at work
What can
you actually
ch...
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IT Paradigmologist at work
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 13
IT
Org
IT
Dept
My Little Paradigm
User
Org
Demand
S...
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 14
IT
Org
My Little Paradigm
User
Org
Demand
SupplyUse...
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 15
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 16
YouTube – TheMrTubeX
“Japanese Precision - Walk it ...
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User
Org
Demand
SupplyUse
Info
Syst
IT
Org
Use
Need...
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18
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Your Customers Say?
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 20
“IT doesn‟t understand
the business,but the busines...
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 21
„BITA‟ = perennial top 5
IT management concern
2012...
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 22
2012
US
1.  Business productivity and cost reducti...
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 23
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 24
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 25
25
Progress
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 26
User
Org
Demand
SupplyUse
Info
Syst
Supply
IT
Prov
...
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 27
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 28
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 29
“Technology is too important
to the business not to...
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 30
User
Org
Demand
SupplyUse
Info
Syst
Supply
IT
Prov
...
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 31
IT
afd
User
Org
Demand
SupplyUse
Info
Syst
Supply
I...
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 32
User
Org
IT
Dept
IT
Prov
C&C
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IT
afd
User
Org
IT
Prov
IT
Dept
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 34
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 35
IT Promiscuity
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 36
Your Customers’ IT Depts under
pressure from Servic...
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 37
SpringIT
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Smalley is Revolting
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www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 46
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 47
Data
Apps
Devices
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 48
Your Customers’ IT Depts under
pressure from ‘IT Sp...
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 49
危机
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 50
50
Reinvent yourself
Source: www.londonbusinessforu...
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 51
itSMF Singapore 2013 Annual Conference - Value of I...
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 52
Your Customers’ IT Depts
moving towards the Busines...
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 53
itSMF Singapore 2013 Annual Conference - Value of I...
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 54
20%
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ITIL®
100%
BiSL®
20%
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IT
Org
My Little Paradigm
User
Org
Demand
SupplyUse...
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 57
IT
Org
My Little Paradigm
User
Org
Demand
SupplyUse...
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 58
IT
Org
User
Org
Info
Syst
Demand
SupplyUse
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Info
Syst
Demand
SupplyUse
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Business
Strategy
Business
Projects
Business
Operat...
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Information
Strategy
Functionality
Management
Usage...
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itSMF Singapore 2013 Annual Conference - Value of I...
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 63
BiSL tenets about Business
Information Management
•...
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itSMF Singapore 2013 Annual Conference - Value of I...
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itSMF Singapore 2013 Annual Conference - Value of I...
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 66
Demand
& Use
ITSM
(supply)
Architecture Project
Man...
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 67
COBIT® 5 vs BiSL®
Relationship:
x = weak
xxxx = str...
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itSMF Singapore 2013 Annual Conference - Value of I...
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 69
IT
Continual
service
improvement
7-step improv.plan...
www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 70
3.6%
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3,6% work time wasted
due to poor user training
= 9...
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BiSLness Case
Before & After
The business is wastin...
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BiSLness Case
Action plan & Tools
Effective use of ...
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BiSLness Case
Results
A mental health service provi...
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BiSLness Case
Benefits
Whole organization
• Process...
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itSMF Singapore 2013 Annual Conference - Value of I...
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itSMF Singapore 2013 Annual Conference - Value of I...
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itSMF Singapore 2013 Annual Conference - Value of I...
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itSMF Singapore 2013 Annual Conference - Value of I...
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Rearranging the deckchairs on the Titanic (ITpreneurs Partner Summit Rotterdam, Sept 2013)

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  • Be bold |bōld|                        Be brief |brēf|                         Be engaging |enˈgāji ng| 1 (of a person, action or ideas) :               1 of short duration :                     1 occupy, attract, or involve (someone's interest or attention)showing an ability to take risks;                 • concise in expression; using few words confident, courageousReady? Start! Click and type in the Main Title of your ITpreneurs PPT presentation and Subtitle to begin.
  • Welcome slide follows the ITpreneurs Global Partner Summit slide. Add the title of your presentation and your own name and title.
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  • Rearranging the deckchairs on the Titanic (ITpreneurs Partner Summit Rotterdam, Sept 2013)

    1. 1. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved.
    2. 2. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 2 Welcome Rearranging the Deck Chairs on the Titanic – Mark Smalley, IT Paradigmologist
    3. 3. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. USE YTD
    4. 4. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. Agenda 1 2 3 4
    5. 5. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 5 5 Happiness(%) Paradigmologist Smalley.IT IT Paradigmologist
    6. 6. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 6 6 Happiness is U-shaped EUR 43 44 USA 45 49 Source: www.nber.org/papers/w12935.pdf Prof A. Oswald
    7. 7. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 7 7 Line of everything Source: www.londonbusinessforum.com/events/ myself_and_other_matters (32:45) Charles Handy
    8. 8. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 8 Manager‟s perspective Source: www.londonbusinessforum.com/events/ myself_and_other_matters (32:45) Charles Handy
    9. 9. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 9 9 Line of everything Source: www.londonbusinessforum.com/events/ myself_and_other_matters (32:45) Charles Handy
    10. 10. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 10 10 Happiness(%) Paradigmologist Smalley.IT Reinvent yourself
    11. 11. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 11 IT Paradigmologist at work What can you actually change?
    12. 12. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 12 IT Paradigmologist at work
    13. 13. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 13 IT Org IT Dept My Little Paradigm User Org Demand SupplyUse Info Syst Appl Infra ITSM IT Prov Appl Infra ITSM Your Market?
    14. 14. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 14 IT Org My Little Paradigm User Org Demand SupplyUse Info Syst Use Needs Quality Speed Relationship Innovation Value realization Alignment
    15. 15. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 15
    16. 16. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 16 YouTube – TheMrTubeX “Japanese Precision - Walk it out!”
    17. 17. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 17 User Org Demand SupplyUse Info Syst IT Org Use Needs Quality Speed Relationship Innovation Value realization Alignment Mis- alignment
    18. 18. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 18 18
    19. 19. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 19 Your Customers Say?
    20. 20. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 20 “IT doesn‟t understand the business,but the business‟ understanding of IT is even worse” Prof. Jerry Luftman
    21. 21. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 21 „BITA‟ = perennial top 5 IT management concern 2012 US 1.  Business productivity and cost reduction 2. = Business agility and speed to market 3.  IT and business alignment 4.  IT reliability and efficiency 5.  Business process re-engineering 6.  IT strategic planning 7.  Revenue generating IT innovations 8.  IT cost reduction 9.  Security and privacy 10.  Globalization 2011 US/EUR 4/3 2/1 1/1 6/4 3/5 5/7 9/- 10/6 8/8 -/- 2010 US/EUR 1/1 2/3 3/4 3/6 3/2 6/7 -/- 8/8 9/15 -/- Sources:SIM(US)&BITTI(EUR)
    22. 22. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 22 2012 US 1.  Business productivity and cost reduction 2. = Business agility and speed to market 3.  IT and business alignment 4.  IT reliability and efficiency 5.  Business process re-engineering 6.  IT strategic planning 7.  Revenue generating IT innovations 8.  IT cost reduction 9.  Security and privacy 10.  Globalization 2011 US/EUR 4/3 2/1 1/1 6/4 3/5 5/7 9/- 10/6 8/8 -/- 2010 US/EUR 1/1 2/3 3/4 3/6 3/2 6/7 -/- 8/8 9/15 -/- Sources:SIM(US)&BITTI(EUR) Increasing business needs versus IT‟s difficulty to deliver
    23. 23. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 23
    24. 24. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 24
    25. 25. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 25 25 Progress
    26. 26. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 26 User Org Demand SupplyUse Info Syst Supply IT Prov IT Org C&C A&A IT Dept
    27. 27. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 27
    28. 28. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 28
    29. 29. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 29 “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”
    30. 30. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 30 User Org Demand SupplyUse Info Syst Supply IT Prov IT Org C&C A&A IT Dept
    31. 31. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 31 IT afd User Org Demand SupplyUse Info Syst Supply IT Prov IT Dept C&C A&A
    32. 32. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 32 User Org IT Dept IT Prov C&C
    33. 33. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 33 IT afd User Org IT Prov IT Dept
    34. 34. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 34
    35. 35. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 35 IT Promiscuity
    36. 36. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 36 Your Customers’ IT Depts under pressure from Service Snatchers?
    37. 37. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 37 SpringIT
    38. 38. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 38
    39. 39. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 39
    40. 40. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 40
    41. 41. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 41 Smalley is Revolting
    42. 42. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 42
    43. 43. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 43
    44. 44. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 44
    45. 45. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 45
    46. 46. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 46
    47. 47. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 47 Data Apps Devices
    48. 48. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 48 Your Customers’ IT Depts under pressure from ‘IT Spring’?
    49. 49. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 49 危机
    50. 50. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 50 50 Reinvent yourself Source: www.londonbusinessforum.com/events/ myself_and_other_matters (32:45) Charles Handy
    51. 51. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 51 itSMF Singapore 2013 Annual Conference - Value of ITSM Governance of Information and related Technology Traditional ITSM Focus Business Focus Demand & Use Supply of IT Services Two value-add options for IT departments
    52. 52. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 52 Your Customers’ IT Depts moving towards the Business?
    53. 53. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 53 itSMF Singapore 2013 Annual Conference - Value of ITSM CGEIT & COBIT®5 Traditional ITSM Focus Business Focus BIM & BiSL® Supply of IT Services Two opportunities for consulting & training
    54. 54. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 54 20%
    55. 55. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 55 ITIL® 100% BiSL® 20%
    56. 56. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 56 IT Org My Little Paradigm User Org Demand SupplyUse Info Syst Use Needs Relationship
    57. 57. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 57 IT Org My Little Paradigm User Org Demand SupplyUse Info Syst Ensure effective & efficient use of I&T Determine & specify needs Acquire the right IT services
    58. 58. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 58 IT Org User Org Info Syst Demand SupplyUse
    59. 59. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 59 Info Syst Demand SupplyUse
    60. 60. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 60 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 Business BiSL ASL ITIL BiSL ASL ITIL
    61. 61. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 61 Information Strategy Functionality Management Usage Management BiSL BiSL
    62. 62. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 62 itSMF Singapore 2013 Annual Conference - Value of ITSM 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
    63. 63. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 63 BiSL tenets about Business Information Management • Organizations depend on information systems • Managing information is therefore critically important • Helps to deal with rapid change in organizations • Operations and strategy must be linked • Closely related to Application Management & IT Infrastructure Management • Part of the user organization • Represents business management • Customer for IT provider (department)
    64. 64. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 64 itSMF Singapore 2013 Annual Conference - Value of ITSM
    65. 65. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 65 itSMF Singapore 2013 Annual Conference - Value of ITSM
    66. 66. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 66 Demand & Use ITSM (supply) Architecture Project Management Internal Control Security EGIT Compliments COBIT®5
    67. 67. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 67 COBIT® 5 vs BiSL® Relationship: x = weak xxxx = strong I-organisation strategy Information coordination Information strategy Management processes Usemanagement Connecting processes Functionality management EDM Evaluate, Direct and Monitor x x x APO Align, Plan and Organise x xx xxx BAI Build, Acquire and Implement xx x xx xxxx DSS Deliver, Service and Support xx MEA Monitor, Evaluate and Assess Mapping to COBIT®5
    68. 68. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 68 itSMF Singapore 2013 Annual Conference - Value of ITSM Interfaces with ITIL® & ISO 20000 68 ISO 20000 & BiSL ® ITIL® & BiSL ®
    69. 69. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 69 IT Continual service improvement 7-step improv.plan Business strategy Business management Business projects Business operations End user support Business data mgmt Operational supplier mgmt Change mgmt Specify information requirements Design non-automated info. syst. Review and testing Prepare transition Transition mgmt Planning and resource mgmt Financial mgmt Demand mgmt Contract mgmt Establish business process dev. Establish information chain dev. Establish technological developments Information lifecycle mgmt Information portfolio mgmt Information coordination Strategic supplier mgmt Strategic user relationship mgmt Strategic info. partner mgmt Define I-organization strategy Service operation Event mgmt Incident mgmt Request fulfilment Problem mgmt Access mgmt Service transition Trans.plan.& supp. / Change mgmt Service asset and configuration mgmt Release and deployment mgmt Service validation and testing Change evaluation / Knowledge mgmt Service design Design coordination Serv.cat.mgmt / Serv.level mgmt Availability mgmt / Capacity mgmt IT service continuity mgmt Info.security mgmt / Supplier mgmt Service strategy Strategy mgmt for IT services Service portfolio mgmt Financial mgmt for IT services Demand mgmt Business relationship mgmt BiSL® for Demand ITIL® for Supply
    70. 70. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 70 3.6%
    71. 71. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 71 3,6% work time wasted due to poor user training = 9.2 Billion EUR (NL) - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - Misinterpretation  costly decisions IT budget spent on wrong solutions/services Delayed business projects Missed opportunities  competitive disadvantage Governance and compliance issues
    72. 72. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 72 BiSLness Case Before & After The business is wasting time and money, making costly mistakes, missing business opportunities and running governance / compliance risks due to • Poorly trained users • Ill-informed managers and directors • Ineffective engagement of IT departments/providers • Unclear roles & responsibilities for management of demand and use of information & technology Use of BiSL helps to define roles/responsibilities so that • Users realize the intended value of information systems • Managers and directors identify how I&T creates cheaper / better / more business • Managers engage effectively with IT departments and providers • Directors can demonstrate good governance of I&T as business assets
    73. 73. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 73 BiSLness Case Action plan & Tools Effective use of BiSL means • (Self) assess BIM processes and define improvement areas • Define and assign key roles and responsibilities • Train and certify people in key roles • Improve critical processes and relationships • Monitor results and re-assess from time to time Supported by • Self-assessment guide • Consultants • BiSL Foundation training by APMG ATO‟s • Certification by APMG • Events, best practices and other free publications at the ASL BiSL Foundation • Books at Van Haren Publishing
    74. 74. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 74 BiSLness Case Results A mental health service provider achieved improvements in the following areas • Corporate governance • Data registration & security • Business process efficiency • Business involvement • Decision-making • Resource allocation A hospital achieved improvements in the following areas • Business process efficiency • Business involvement • Decision-making • Resource allocation • Project after-care • Business satisfaction • Supplier management
    75. 75. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 75 BiSLness Case Benefits Whole organization • Processes are leading, not IT • Better communication between business people and IT people • Higher ROI on software: better utilization of software End-users • Less end-user frustration • Better acceptance of new software • Fewer disruptions after deployment • Better implementation of software • Readable and up-to-date work instructions, manuals etc. Business departments • More control of acquisition of new software • Better insight in the need for new software • Better contracts for both parties IT department / suppliers • Easier to deal with • Better instructions for new or changed software • Single point of contact • Fewer incidents Source: www.functioneel-beheerder.com
    76. 76. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 76 itSMF Singapore 2013 Annual Conference - Value of ITSM ● COBIT® & BiSL® ● ITIL® & BiSL® ● I&T www.aslbislfoundation.org BiSL / Publications / White Papers Free bedside reading
    77. 77. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 77 itSMF Singapore 2013 Annual Conference - Value of ITSM ● BiSL® Pocket Guide ● BiSL® Framework book ● BiSL® Self-assessment www.aslbislfoundation.org BiSL / Publications / Books www.vanharen.net Even more valuable bedside reading
    78. 78. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 78 itSMF Singapore 2013 Annual Conference - Value of ITSM
    79. 79. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 79 itSMF Singapore 2013 Annual Conference - Value of ITSM Frameworks (ASL® 2 & BiSL®) Best practices Publications Knowledge network
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    81. 81. www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 81 Please connect! Free newsletter at www.aslbislfoundation.org Twitter @aslbisl LinkedIn Groups ASL BiSL Foundation (EN & NL) Facebook ASL-BiSL-Foundation marksmalley@aslbislfoundation.org @marksmalley

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