Reinvent IT service management and embrace Occupy IT (TFT12 webinar, Dec 2012)

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  • While ITIL V3 and V3 2011 give us a broader view than IT infrastructure/operations….. The predominant thinking and use is at the operational level.Business also tends to focus on the “daily operational” and the delivery of the daily grind that is the business.Can we use the parallel universes the close the GAP in the relationship???/If both sides (supply and demand) suffer from this myopic vision….
  • Reinvent IT service management and embrace Occupy IT (TFT12 webinar, Dec 2012)

    1. 1. Reinvent IT Service Management and embrace Occupy IT Mark Smalley, IT Paradigmologist @marksmalley & mark.smalley@aslbislfoundation.org1 1
    2. 2. Oslo Bratislava Kuala Lumpur CopenhagenStockholm London Singapore MalmöMinneapolis / St Paul Bangkok Gold Coast Dallas 2
    3. 3. There are no passengers on spaceship TFT. We are all crew. Inspired by Marshal McLuhanPhoto: Red Bull Stratos 3
    4. 4. Homo Usus the missing link4 4
    5. 5. Line of everything Charles Handy5 Source: www.londonbusinessforum.com/events/myself_and_other_matters (32:45) 5
    6. 6. Happiness is U-shaped Prof A. Oswald EUR 43 44 USA 45 496 Source: www.nber.org/papers/w12935.pdf 6
    7. 7. Happiness (%) IT Paradigmologist Paradigmologist7 7
    8. 8. IT paradigmology8 8
    9. 9. Big IT picture User Demand IT Org Org Consumption Info Supply Syst9 Source: http://aslbislfoundation.org/en/bisl/publications/whitepapers 9
    10. 10. Grand Tour of IT Marriage guidance Occupy IT & Genetically business modified IT responsibilities I my app & Reboot & my app me replace If then maybe10 10
    11. 11. Topic 1 Marriage guidance11 11
    12. 12. What do IT people think about business people? ● 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 us12 12
    13. 13. What do business people think about IT people?  How important do you believe IT is to the future of your business? – 94% - EXCEEDINGLY Dr. Robina Chatham  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% - NO13 Source: www.chatham.uk.com/s/writing/it-on-board 13
    14. 14. Source: http://aslbislfoundation.org/ 14 en/bisl/publications/whitepapers (IT is from Flatland, Business is from Spaceland) Business IT These guys are wierd14
    15. 15. World-wide survey ABC of ICT with 3800 respondents Paul Wilkinson @gamingpaul “No under- standing of business impact and priority”15 Source: www.gamingworks.nl, „Attitude, Behavior & Culture‟ 15
    16. 16. Renew the relationship Charles Araujo @charlesaraujo “Living your life in their life”Source: www.thequantumageofit.com16 16
    17. 17. Topic 2 Occupy IT17 Source: http://aslbislfoundation.org/en/bisl/publications/whitepapers 17
    18. 18. The rise and fallof the IT empire 18
    19. 19. Prague spring 19
    20. 20. Arab spring 20
    21. 21. Occupy Wall Street 21
    22. 22. Occupy IT 22
    23. 23. IT spring 23
    24. 24. Nuclear disarmament 24
    25. 25. SLA disarmamentSource: http://coreitsm.blogspot.nl/2012/12/ban-sla.html 25
    26. 26. Service chartersSource: www.deakin.edu.au/its/docs/cs-charter.pdf 26
    27. 27. Power to the users 27
    28. 28. Big IT picture User Demand IT Org Org Consumption Info Supply Syst28 28
    29. 29. Demand Consumption Info Supply Syst29 29
    30. 30. Bus. Info. Mgmt Business incl. IT Demand Mgmt IT Supply IT Strategy Business Strategy Information Application Service Strategy Strategy Strategy BiSL ASL ITIL IT Projects & Releases Business Application Service Functionality Projects Maintenance Design & Management & Renewal Transition BiSL ASL ITIL IT Operations Business Usage Application Service Operations Management Support Operation30 IT Services 30
    31. 31. Business Information Management31 31
    32. 32. Business responsibilities ● Determine which information the IT responsibilities business needs and which part will ● Provide be automated appropriate ● Delegate the automated part to functionality the IT department and/or external ● Run service providers ………………….……… information ● Organize the non-automated part systems ● Ensure the quality of information ● Support users ● Ensure effective and efficient ● Advise about usage of information (systems) the above32 32
    33. 33. IT takes two to tango33 33
    34. 34. BIM is often the weakest link Gartner EIM modelSource: Capgemini IM Survey 2011-2012 34
    35. 35. BiSL, the Business Information Services Library Shows how to • Ensure that the business gets the information that it needs • Acquire and manage IT services effectively and efficiently, from a demand (business) perspective Process framework, best practices, training & qualification (APMG) program, priSM accreditation, ITIL Complimentary Qualification, publications with35 guidance, knowledge network 35
    36. 36. BiSL framework Organize Direct information information management strategy Manage information management Support Change users functionality36 36
    37. 37. BiSL framework I-organization strategy cluster Information strategy cluster Strategic Establish Establish supplier info. chain technological management developments developments Infor- Strategy Strategic user I-organization mation Information Information relationship strategy coor- lifecycle portfolio management dination management management Strategic Establish info. partner bus. process management developments Management Planning and Financial Demand Contract resource management management management management Change- management Specify Design non- End user Business data information automated support management Operations requirements info. systems Operational Prepare Review supplier transition and testing management Transition management37 Use management cluster Functionality management cluster 37
    38. 38. BiSL = demand-side guidance38 38
    39. 39. BiSL & ITIL www.aslbislfoundation.org (white papers) or www.best-management-practice.com ITIL & BiSL“ Because ITIL is guidance for IT service providers and BiSL is guidance for the business, BiSL and ITIL can be regarded as complementary frameworks”39 39
    40. 40. BiSL & ITIL Demand Supply Define I-organization strategy Service strategy Strategy mgmt for IT services Strategic info. partner mgmt Service portfolio mgmt Strategic user relationship mgmt Financial mgmt for IT services Demand mgmt Strategic supplier mgmt Business relationship mgmt Information coordination Establish technological developments Service design Design coordination Establish information chain dev. Serv.cat.mgmt / Serv.level mgmt Establish business process dev. Availability mgmt / Capacity mgmt IT service continuity mgmt Information portfolio mgmt Info.security mgmt / Supplier mgmt Information lifecycle mgmt Contract mgmt Continual Demand mgmt service Financial mgmt improvement 7-step improv.plan Planning and resource mgmt Transition mgmt Service transition Prepare transition Trans.plan.& supp. / Change mgmt Service asset and configuration mgmt Review and testing Release and deployment mgmt Design non-automated info. syst. Service validation and testing Change evaluation / Knowledge mgmt Specify information requirements Change mgmt Service operation Operational supplier mgmt Event mgmt Incident mgmt Business data mgmt Request fulfilment End user support Problem mgmt40 Access mgmt 40
    41. 41. Topic 3 I  my app and my app  me41 41
    42. 42. Killer applications Rick Mans @rickmansSource: http://aslbislfoundation.org/en/bisl/publications/whitepapers (IT Spring) 42
    43. 43. Topic 4 If then maybe43 43
    44. 44. We were warned … “Computing‟s core challenge is how not to make a mess of it … … so we had better learn how not to introduce the complexity in the first place” Source: E.W.Dijkstra Archive: The next fifty years (EWD 1243,1996)44 www.cs.utexas.edu/users/EWD 44
    45. 45. … but didn’t actSystems are too complicated to be understood in exact termsComplex adaptive systems with emergent behaviourAxiomatic first-order predicate logic is no longer sufficientProbabilistic approaches need to be developed„Resilient is the new reliable„Source: http://smalleysoneliners.blogspot.nl/2012/07/dinner-with-betz-and-sussna.html @CharlesTBetz@marksmalley @jeffsussna @jeffsussna 45 @markburgess_osl
    46. 46. Topic 5 Reboot & replace46 46
    47. 47. Technology commoditizes 47
    48. 48. Reboot & replace Repair & restore48 48
    49. 49. Topic 6 Genetically modified IT49 Source: http://aslbislfoundation.org/en/bisl/publications/whitepapers (Reinvent) 49
    50. 50. IT Manager: caught between a rock and a hard place50 50
    51. 51. Move up or move out 51
    52. 52. CompetencesSURVIVAL SUCCESS● External orientation ● Customer experience● Purchasing ● Anticipation /● Product management pro-activeness● Coordination ● Business domain knowledge● Integration ● Business empathy● Architecture 52
    53. 53. Photo: Red Bull Stratos 53 53
    54. 54. Grand Tour of IT Marriage guidance Occupy IT & Genetically business modified IT responsibilities I my app & Reboot & my app me replace If then maybe54 54
    55. 55. People 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 & @marksmalley55 55
    56. 56. Please connect and keep in touch!mark.smalley@aslbislfoundation.orgwww.linkedin.com/in/marksmalley marksmalley @ Twitter smalleysoneliners.blogspot.com www.aslbislfoundation.org Free downloads Newsletter 56

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