Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
Barclay Rae
Having technical trouble? Contact BrightTalk directly at www.brighttalk.com
Tweeting today? Please include #it...
We don’t
work in IT –
we work in
supply chain
itSMF USA
Webinar
Agenda
 I work in IT
 IT identity crisis?
 Musicians and bands
 How can we improve?
I work in IT
itSMF USA
Webinar
Familiar..?
 ‘… So, what do you do then..?’
Familiar..?
 ‘… So, what do you do then..?’
 ‘… Oh, I work in IT…’
I’m an IT guy…
 I work in IT - I am an IT person
 If I'd wanted to be an accountant, I wouldn't
be doing this job
 No s...
IT Identity
crisis?
itSMF USA
Webinar
IT Identity Crisis..?
‘We want IT to do..’
 Retail/supply chain
 Marketing
 Sales
 Contract Negotiation
 Commercial M...
IT Identity Crisis..?
 What skills do we need to have? Now and in
future?
 Surely technical skills are the most importan...
Actually…
 You work for the company/organization that pays your
salary
 IT is another part of any organization – not som...
And…
 IT is part of a supply chain…
 That delivers capability (through tech)…
 Which in turn provides your organisation...
Musicians and
Bands
itSMF USA
Webinar
Musicians
Bands
From the archives
From the archives
 Service Desk
 Incident
 Problem
 Change
 Request
 Configuration
 Service Catalogue / SLM
 Knowledge
 Reporting
I...
Buying the best toolset?
Know their audience
Are clear on their focus / style
Have the right people and skills
Are self critical and work to improv...
How can we
improve?
itSMF USA
Webinar
How can we improve?
• Take responsibility
• Develop open culture
• Build team
• Clarify direction
• Set clear goals
• Meas...
Understanding Value
Outcomes
Customers
efficiency
ITSM Processes/Functions
ITIL/ITSM stuck with individual ‘silo’ processes
These don’t exist on their own in isolation
Need...
ITSM Geometry
Service
Desk
IT
Department
Customers
Problem
Reporting
/Metrics
Knowledge
User
View
IT/Tech
View
Business
Vi...
Its all about…
 ‘Like but not necessarily as’ a business
 Using some elements and key skills
 IT should be delivering value through te...
Catalogue – menu?
Service Catalog Hierarchy
Service Catalog Hierarchy – Non-IT
Service Catalog Hierarchy – Non-IT
 Specialist technical skills
 Consultancy and project management
 Organisational change and people development
 Key bu...
3
8
ITSMGoodness
In summary…
We don't need to become retailers/accountants…
We do need to be able to work together to achieve
success – acr...
So
Let’s Stick Together…!
One plan
One team
One set of objectives
One shared level of commitment
One set of success criter...
Thank you for
listening!
barclayrae.com
Itsmgoodness.com
BrightTALK CH 9885
#itsmgoodness
@barclayrae
Thank You
For Attending!
 Please “Rate This” webinar
― Include any comments to help us build quality events for you
 Ple...
It smf usa webinar   we don't work in it - barclay rae
It smf usa webinar   we don't work in it - barclay rae
It smf usa webinar   we don't work in it - barclay rae
It smf usa webinar   we don't work in it - barclay rae
It smf usa webinar   we don't work in it - barclay rae
Upcoming SlideShare
Loading in …5
×

It smf usa webinar we don't work in it - barclay rae

697 views

Published on

Published in: Business, Technology
  • Be the first to comment

  • Be the first to like this

It smf usa webinar we don't work in it - barclay rae

  1. 1. Barclay Rae Having technical trouble? Contact BrightTalk directly at www.brighttalk.com Tweeting today? Please include #itsmfweb Questions? Submit them via the question box on your screen We don’t work in IT – we work in supply chain T
  2. 2. We don’t work in IT – we work in supply chain itSMF USA Webinar
  3. 3. Agenda  I work in IT  IT identity crisis?  Musicians and bands  How can we improve?
  4. 4. I work in IT itSMF USA Webinar
  5. 5. Familiar..?  ‘… So, what do you do then..?’
  6. 6. Familiar..?  ‘… So, what do you do then..?’  ‘… Oh, I work in IT…’
  7. 7. I’m an IT guy…  I work in IT - I am an IT person  If I'd wanted to be an accountant, I wouldn't be doing this job  No sirree…
  8. 8. IT Identity crisis? itSMF USA Webinar
  9. 9. IT Identity Crisis..? ‘We want IT to do..’  Retail/supply chain  Marketing  Sales  Contract Negotiation  Commercial Management  Financial Management / accountancy
  10. 10. IT Identity Crisis..?  What skills do we need to have? Now and in future?  Surely technical skills are the most important?  Do we need to become …
  11. 11. Actually…  You work for the company/organization that pays your salary  IT is another part of any organization – not something separate and mysterious  IT and other service functions are becoming more integrated  Outside IT / Shared Services/ Enterprise SM
  12. 12. And…  IT is part of a supply chain…  That delivers capability (through tech)…  Which in turn provides your organisations’ services  IT is now a retail function – get over it…
  13. 13. Musicians and Bands itSMF USA Webinar
  14. 14. Musicians
  15. 15. Bands
  16. 16. From the archives
  17. 17. From the archives
  18. 18.  Service Desk  Incident  Problem  Change  Request  Configuration  Service Catalogue / SLM  Knowledge  Reporting ITSM Processes + Concepts?
  19. 19. Buying the best toolset?
  20. 20. Know their audience Are clear on their focus / style Have the right people and skills Are self critical and work to improve Use feedback Build the right team Sell their value and the experience – not the musicians Successful bands
  21. 21. How can we improve? itSMF USA Webinar
  22. 22. How can we improve? • Take responsibility • Develop open culture • Build team • Clarify direction • Set clear goals • Measure and improve • Demonstrate success and value Working together requires ‘leadership’ from everyone…
  23. 23. Understanding Value Outcomes Customers efficiency
  24. 24. ITSM Processes/Functions ITIL/ITSM stuck with individual ‘silo’ processes These don’t exist on their own in isolation Need to think integrated functions, not just processes People, roles, ownership, accountability, function, capability and outcomes…!
  25. 25. ITSM Geometry Service Desk IT Department Customers Problem Reporting /Metrics Knowledge User View IT/Tech View Business View Change Incident Problem Service Desk ITSM engine Service Catalog CSI
  26. 26. Its all about…
  27. 27.  ‘Like but not necessarily as’ a business  Using some elements and key skills  IT should be delivering value through technology  Must be ready to embrace change – within core principles Run IT as a business..?
  28. 28. Catalogue – menu?
  29. 29. Service Catalog Hierarchy
  30. 30. Service Catalog Hierarchy – Non-IT
  31. 31. Service Catalog Hierarchy – Non-IT
  32. 32.  Specialist technical skills  Consultancy and project management  Organisational change and people development  Key business knowledge/skills  Contract and supplier management  Supply and demand management  Marketing and communications  Relationship management  Customer support  Contract negotiation New IT Skills
  33. 33. 3 8 ITSMGoodness
  34. 34. In summary… We don't need to become retailers/accountants… We do need to be able to work together to achieve success – across and beyond IT We need to be able and communicate with accountants - and other business roles - in a language that they understand and can act upon
  35. 35. So Let’s Stick Together…! One plan One team One set of objectives One shared level of commitment One set of success criteria One positive outcome
  36. 36. Thank you for listening! barclayrae.com Itsmgoodness.com BrightTALK CH 9885 #itsmgoodness @barclayrae
  37. 37. Thank You For Attending!  Please “Rate This” webinar ― Include any comments to help us build quality events for you  Please plan to join us for our next event on date / time ― Title  Want to share this with others? ― Recorded version of it will be available shortly at: http://www.itsmfusa.org/the-forum-on-line-conferences-webcasts

×