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1@marksmalley© ASL BiSL Foundation
itSMF Slovakia, Bratislava, 16 April 2015
Taking Service Forward
- leaving the industri...
2@marksmalley© ASL BiSL Foundation
3@marksmalley© ASL BiSL Foundation
4@marksmalley© ASL BiSL Foundation
Service ain’t over
until the fat lady sings
5@marksmalley© ASL BiSL Foundation
Labeling of axes is crucial @Pascallisch
The power of perspective
6@marksmalley© ASL BiSL Foundation
Perspectives
Partners Tools
PracticesNorms
People
Changing perspectives is
one of the k...
7@marksmalley© ASL BiSL Foundation
We need new perspectives
because our world is complex
Relation
Transaction
Relation
Tra...
8@marksmalley© ASL BiSL Foundation
B
Adaptive
Service
Model
ASM®
for
ITSM
Service
Economy
Presentation roadmap
A
9@marksmalley© ASL BiSL Foundation
Presentation roadmap
CHomework
10@marksmalley© ASL BiSL Foundation
A B
Adaptive
Service
Model
ASM®
for
ITSM
Service
Economy
Presentation roadmap
11@marksmalley© ASL BiSL Foundation
Beyond the
industrial revolution
Agriculture
Service
Industry
12@marksmalley© ASL BiSL Foundation
Evolution from
the goods economy to
the service economy
Goods-dominant Logic
concepts
...
13@marksmalley© ASL BiSL Foundation
Evolution from
the goods economy to
the service economy
Goods-dominant Logic
concepts
...
14@marksmalley© ASL BiSL Foundation
Evolution of
‘management paradigms’
Scientific Management
Taylor, Drucker
Control of f...
15@marksmalley© ASL BiSL Foundation
Cynefin
a sense-making paradigm
Source: David Snowden, YouTube ‘Cynefin Framework’
ACT...
16
Things will improve;
they just might improve without you.
The Future of the IT Department
Bratislava, 6 May 2014
Mark S...
17@marksmalley© ASL BiSL Foundation
BUSINESS
AD/AMITSM Dev
Ops
Development of
new releases =
intended value
Deployment of ...
18@marksmalley© ASL BiSL Foundation
Kill DevOps
with Dave van Herpen
allthingsitsm.com/kill-devops
19@marksmalley© ASL BiSL Foundation
A B
Adaptive
Service
Model
ASM®
for
ITSM
Service
Economy
Presentation roadmap
20@marksmalley© ASL BiSL Foundation
Communication =
missing your target by
the narrowest possible margin
21@marksmalley© ASL BiSL Foundation
What do we mean
by ‘service’?
An application in a service catalogue?
The act of making...
22@marksmalley© ASL BiSL Foundation
Taking Service Forward
Founded by Stuart Rance (UK), Peter Brooks (SA)
and Christian F...
23@marksmalley© ASL BiSL Foundation
Engagement
Offer, Agreement
E
n
v
i
r
o
n
m
e
n
t
E
n
v
i
r
o
n
m
e
n
t
Output
Compens...
24@marksmalley© ASL BiSL Foundation
ASM is a ‘window’ on the
service chain/network
Resource supplier
Stakeholder
Common ‘s...
25@marksmalley© ASL BiSL Foundation
http://takingserviceforward.org
26@marksmalley© ASL BiSL Foundation
A B
Adaptive
Service
Model
ASM®
for
ITSM
Service
Economy
Presentation roadmap
27@marksmalley© ASL BiSL Foundation
ASM & ITSM
Governance of IT
AD/AM BIM
Agile Agile
ITSM Use
DevOps
‘BusOps’
BRM
28@marksmalley© ASL BiSL Foundation
ITSM & BIM
ITSM
BIM
29@marksmalley© ASL BiSL Foundation
ITIL® & BiSL®
www.axelos.com (case studies & white papers)
Co-authored with Sharon Tay...
30@marksmalley© ASL BiSL Foundation
COBIT®5 & BiSL®
COBIT®5 Enabling Information
Prof Dr Steven de Haes
www.isaca.com
“BiS...
31@marksmalley© ASL BiSL Foundation
BiSL®
BiSL® in 3 minutes
Free eBook BiSL® Pocket Guide
http://bit.ly/1MTpwMS
Personal
...
32@marksmalley© ASL BiSL Foundation
Interactive BiSL mindmap
60 interactive mindmaps on
http://miroslawdabrowski.com
33@marksmalley© ASL BiSL Foundation
ASM for ITSM practitioners
Terminology that helps you miss
your target by a narrower m...
34@marksmalley© ASL BiSL Foundation
Takeaways
Service economy is fundamentally different
Service-dominant logic (versus go...
35@marksmalley© ASL BiSL Foundation
Workshop 17 April 10:30-12:00
A ‘lean coffee’
discuss and develop dialogue
about ASM
M...
36@marksmalley© ASL BiSL Foundation
Presentation roadmap
CHomework
37@marksmalley© ASL BiSL Foundation
Q&A
A question was asked about the applicability of SLAs for
internal use between an I...
38@marksmalley© ASL BiSL Foundation
itSMF Slovakia, Bratislava, 16 April 2015
Taking Service Forward
- leaving the industr...
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Taking Service Forward

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Taking Service Forward

  1. 1. 1@marksmalley© ASL BiSL Foundation itSMF Slovakia, Bratislava, 16 April 2015 Taking Service Forward - leaving the industrial revolution behind Mark Smalley, The IT Paradigmologist Mark Dave Smalley.IT
  2. 2. 2@marksmalley© ASL BiSL Foundation
  3. 3. 3@marksmalley© ASL BiSL Foundation
  4. 4. 4@marksmalley© ASL BiSL Foundation Service ain’t over until the fat lady sings
  5. 5. 5@marksmalley© ASL BiSL Foundation Labeling of axes is crucial @Pascallisch The power of perspective
  6. 6. 6@marksmalley© ASL BiSL Foundation Perspectives Partners Tools PracticesNorms People Changing perspectives is one of the keys to improvement
  7. 7. 7@marksmalley© ASL BiSL Foundation We need new perspectives because our world is complex Relation Transaction Relation Transaction Transaction Relation Transaction Relation Person Person Thing Thing ISIS ISIS
  8. 8. 8@marksmalley© ASL BiSL Foundation B Adaptive Service Model ASM® for ITSM Service Economy Presentation roadmap A
  9. 9. 9@marksmalley© ASL BiSL Foundation Presentation roadmap CHomework
  10. 10. 10@marksmalley© ASL BiSL Foundation A B Adaptive Service Model ASM® for ITSM Service Economy Presentation roadmap
  11. 11. 11@marksmalley© ASL BiSL Foundation Beyond the industrial revolution Agriculture Service Industry
  12. 12. 12@marksmalley© ASL BiSL Foundation Evolution from the goods economy to the service economy Goods-dominant Logic concepts Transitional concepts Service-dominant Logic concepts Goods Services Service Products Offerings Experiences Feature/attribute Benefits Solution Value-added Co-production Co-creation of value Profit maximization Financial engineering Financial feedback/learning Price Value delivery Value proposition Equilibrium systems Dynamic systems Complex adaptive systems Supply chain Value chain Value creation constellation Promotion Integrated marketing Dialogue To market Market to Market with Product orientation Market orientation Service orientation
  13. 13. 13@marksmalley© ASL BiSL Foundation Evolution from the goods economy to the service economy Goods-dominant Logic concepts Transitional concepts Service-dominant Logic concepts Goods Services Service Products Offerings Experiences Feature/attribute Benefits Solution Value-added Co-production Co-creation of value Profit maximization Financial engineering Financial feedback/learning Price Value delivery Value proposition Equilibrium systems Dynamic systems Complex adaptive systems Supply chain Value chain Value creation constellation Promotion Integrated marketing Dialogue To market Market to Market with Product orientation Market orientation Service orientation Value-added Co-creation of value Equilibrium systems Complex adaptive systems Goods Service
  14. 14. 14@marksmalley© ASL BiSL Foundation Evolution of ‘management paradigms’ Scientific Management Taylor, Drucker Control of function Simple Mass production Systems Thinking Hammer, Senge, Kaplan, Nonaka Control of information Complicated Mass customization ‘Sense-making’ Snowden Ability to ‘situate’ a network Complex Mass collaboration Source: David Snowden, YouTube ‘Dave Snowden 1.mov’  Time Utility We do IT this way We have several standard situational ways of working We continuously experiment and refine
  15. 15. 15@marksmalley© ASL BiSL Foundation Cynefin a sense-making paradigm Source: David Snowden, YouTube ‘Cynefin Framework’ ACT! IF THEN MAYBE IF THEN ELSE
  16. 16. 16 Things will improve; they just might improve without you. The Future of the IT Department Bratislava, 6 May 2014 Mark Smalley, IT Paradigmologist @marksmalley & mark.smalley@aslbislfoundation.org „Nič nie je ako sa zdá“ YouTube: Amazing T-Rex Illusion!
  17. 17. 17@marksmalley© ASL BiSL Foundation BUSINESS AD/AMITSM Dev Ops Development of new releases = intended value Deployment of new releases = potential value Use of IS = actual value USERS MGMT Evolution of multi-disciplinary approaches for ‘managing’ I&T
  18. 18. 18@marksmalley© ASL BiSL Foundation Kill DevOps with Dave van Herpen allthingsitsm.com/kill-devops
  19. 19. 19@marksmalley© ASL BiSL Foundation A B Adaptive Service Model ASM® for ITSM Service Economy Presentation roadmap
  20. 20. 20@marksmalley© ASL BiSL Foundation Communication = missing your target by the narrowest possible margin
  21. 21. 21@marksmalley© ASL BiSL Foundation What do we mean by ‘service’? An application in a service catalogue? The act of making the application available? The use of the application? Dealing with an incident?
  22. 22. 22@marksmalley© ASL BiSL Foundation Taking Service Forward Founded by Stuart Rance (UK), Peter Brooks (SA) and Christian F. Nissen (DK) mid 2013 In Nov 2013, 13 volunteer ITSM thought leaders met to establish the foundation for ASM Opened up in Feb 2014 to the broader community Co-creation, under Creative Commons Licence For more information, see www.takingserviceforward.org
  23. 23. 23@marksmalley© ASL BiSL Foundation Engagement Offer, Agreement E n v i r o n m e n t E n v i r o n m e n t Output Compensation Outcome Relationship C o n s u m e r Service act P r o v i d e r ResourcesIntent IntentResources Adaptive Service Model ©
  24. 24. 24@marksmalley© ASL BiSL Foundation ASM is a ‘window’ on the service chain/network Resource supplier Stakeholder Common ‘service’ terminology helps all parties to collaborate better
  25. 25. 25@marksmalley© ASL BiSL Foundation http://takingserviceforward.org
  26. 26. 26@marksmalley© ASL BiSL Foundation A B Adaptive Service Model ASM® for ITSM Service Economy Presentation roadmap
  27. 27. 27@marksmalley© ASL BiSL Foundation ASM & ITSM Governance of IT AD/AM BIM Agile Agile ITSM Use DevOps ‘BusOps’ BRM
  28. 28. 28@marksmalley© ASL BiSL Foundation ITSM & BIM ITSM BIM
  29. 29. 29@marksmalley© ASL BiSL Foundation ITIL® & BiSL® www.axelos.com (case studies & white papers) Co-authored with Sharon Taylor “BiSL and ITIL can be regarded as complementary standards” BiSL® = ITIL® Complementary Qualification
  30. 30. 30@marksmalley© ASL BiSL Foundation COBIT®5 & BiSL® COBIT®5 Enabling Information Prof Dr Steven de Haes www.isaca.com “BiSL is a useful reference framework to consult for more detailed management of demand and use of information” Webinar & paper: governance & management of information with COBIT®5 & BiSL® by Steven de Haes & Mark Smalley www.apmg-international.com/en/news- events/webinars/424094.aspx
  31. 31. 31@marksmalley© ASL BiSL Foundation BiSL® BiSL® in 3 minutes Free eBook BiSL® Pocket Guide http://bit.ly/1MTpwMS Personal voucher for free eBook full guidance
  32. 32. 32@marksmalley© ASL BiSL Foundation Interactive BiSL mindmap 60 interactive mindmaps on http://miroslawdabrowski.com
  33. 33. 33@marksmalley© ASL BiSL Foundation ASM for ITSM practitioners Terminology that helps you miss your target by a narrower margin Better understanding of the complexities of ‘services’ Realization of the need for consumer-side capabilities to ensure value realization
  34. 34. 34@marksmalley© ASL BiSL Foundation Takeaways Service economy is fundamentally different Service-dominant logic (versus goods-dominant) Specify ‘service’: offering, act, output, outcome, … ASM is a useful frame of reference Realize that value is co-created ‘Service ain’t over until the fat lady sings’
  35. 35. 35@marksmalley© ASL BiSL Foundation Workshop 17 April 10:30-12:00 A ‘lean coffee’ discuss and develop dialogue about ASM More detailed understanding of ASM Opinions of your peers about ‘service’ Contribution to a topical industry initiative
  36. 36. 36@marksmalley© ASL BiSL Foundation Presentation roadmap CHomework
  37. 37. 37@marksmalley© ASL BiSL Foundation Q&A A question was asked about the applicability of SLAs for internal use between an IT department and business departments I referred to an industry debate that I initiated by saying “Ban the SLA” at a conference: http://coreitsm.blogspot.co.at/2012/12/ban-sla.html https://www.youtube.com/watch?v=EBVqAS2k3PU I also mentioned the phenomenon of the service charter, which I believe to be more appropriate for internal use than the Service Legal Agreements that are often used https://www.deakin.edu.au/its/docs/cs-charter.pdf (example)
  38. 38. 38@marksmalley© ASL BiSL Foundation itSMF Slovakia, Bratislava, 16 April 2015 Taking Service Forward - leaving the industrial revolution behind Mark Smalley, The IT Paradigmologist www.takingserviceforward.org www.aslbislfoundation.org www.linkedin.com/in/marksmalley mark.smalley@gmail.com www.smalley.it @marksmalleyMark Interactive mindmaps http://miroslawdabrowski.com Smalley.IT

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