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It smf conference 2014 ppt barclay rae

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Presentation on 2-speed ITSM from itSMF conference 2014. Looks at futures vs basics in terms of ITSM and also new IT skills needed

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It smf conference 2014 ppt barclay rae

  1. 1. Moving Forward going back to basics: 2-speed ITSM Barclay Rae 10th November 2014
  2. 2. Agenda • 2 –Speed ITSM? • What are practitioners, CIOs, IT Customers saying? • Back to basics • Moving Forward • Summary
  3. 3. 2 speed ITSM? There is a real dichotomy between futurist scenarios and the day-to-day realities of real ITSM practitioners…
  4. 4. What are practitioners saying? We need practical help – often with basic ITSM stuff We need to be doing work that's relevant for the business How do we engage? Where do we start? How do we react to the new challenges and 'messages' from the industry?
  5. 5. What are CIOs saying? • How can we be ‘easy to do business with?’ • How to show value back for what we do • Get the e2e processes across lifecycles integrated seamlessly • Service Catalog – need to implement • Trusting the data produced by ITSM processes and Tools • Are our metrics set right…? • How to develop agile development and lean into ITIL framework • Get higher efficiency via automation
  6. 6. What are IT Customers saying?  Too much senior focus on technical detail and components  Defensive, over protective ‘old IT’ approach  Lack of relationship – need to get out and talk/listen more  Poor communications across management and teams  Lack of valuable Management Information – or clear targets/service criteria to measure
  7. 7. Back to basics
  8. 8. ITSM Landscape Service Desk IT Department Customers Problem Reporting /Metrics Knowledge User View IT/Tech View Business View Change Incident Problem Service Desk ITSM engine Service Catalogue CSI
  9. 9. 9
  10. 10. Moving Forward
  11. 11. Service Desk Triangle 12 Service Desk IT Department Customers
  12. 12. Service Desk Triangle 13 Google Twitter BYO .. Mobile Gamification Cloud Service Desk IT Department Customers Auto provision Self Service
  13. 13. Metric What Threshold Weighting Telephony ABR/AHT/ATR ABR<5% AHT<5 min ATR<2 min 20% Incident logging SLA Key apps – HR + Payroll apps+ Email 99.8% Service Hours 20% Incident resolution SLA Weekly review Target 90% 20% Agent efficiency Weekly review Target 90% 10% Customer satisfaction Month end billing 100% availability 20% Efficiency/scheduling Internal metrics % targets 10% 98% Service Desk bundle
  14. 14. Metric What Threshold Weighting SLA Incident/fix =None per week 30% Availability Key apps – HR + Payroll apps+ Email 99.8% Service Hours 20% Customer Satisfaction Weekly review Target 90% 10% NPS/KCI Weekly review Target 90% 10% Key Metric – Moment of truth Month end billing 100% availability 30% CUSTOMER - SERVICE B 98% Customer Reporting bundle
  15. 15. • Specialist technical skills • Organisational change and people development • Key business knowledge/skills • Contract and supplier management • Supply and demand management • Marketing and communications • Relationship management • Contract negotiation New IT Skills
  16. 16. Why this 2 speed industry? • Varying levels of focus and maturity – organisations and leadership • Real differences in focus – sector/size • Post ITIL-hype world • ITIL world still going • New ideas given wide and fast coverage • People do make choices • There are real changes
  17. 17. Back 2 basics moving forward There is a gap and the world is changing fast We can’t ignore change and new ways of working We survive, do what we need to do, sometimes get lucky We need to focus on what’s important We also need to do the basic stuff properly Engage with our customers and keep current..!
  18. 18. Thank you for listening! barclayrae.com ITSMGoodness.com #itsmgoodness @barclayrae bjr@barclayrae.com
  19. 19. ITSMF UK 150 Wharfdale Road, Winnersh Triangle, Wokingham, RG415RB, United Kingdom Tel: +44 (0) 118 918 6500 Fax: +44 (0) 118 969 9749

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