SIAM (Service Integration and Management) is a new way of working that involves close collaboration between internal IT and external suppliers. To be ready for SIAM, an organization needs to ensure that its people, processes, tools, and suppliers are prepared for this change. Key factors include having the right governance model in place, operational maturity to manage across multiple suppliers, and ensuring all parties are willing and able to work collaboratively in a SIAM model. Organizational change management is crucial to prepare people for the new way of working required by SIAM.
Ivor Macfarlane - Will we ever learn? People, perception and involvement matteritSMF UK
This document discusses the importance of understanding people and their perceptions in delivering technology services. It argues that while technology and processes are important, people's needs must be understood for services to be truly useful. The author reflects on conferences from 2004 and 2006 and how issues of communication, empathy, and managing change and expectations still challenge service providers today. Customers want services that are useful to their business needs, not just functional outputs, and success is difficult to measure. Understanding requirements means understanding people, as communication is complex and constant work is needed to maintain services.
What impact will advancements in AI have on service and IT asset management? How will IT professionals adjust to new trends in digital business? What will be the hottest new career in IT? Get the answers from Ivanti's IT predictions experts as we share insights on the changes coming in 2020 and beyond, and discuss how IT leaders can better position themselves for the future of our industry.
Antony Oxley - Has the digital age left service level management in the dust?itSMF UK
This document summarizes a discussion on how service level management has evolved with the rise of digital services. The discussion focused on identifying the top challenges facing SLM in the digital age and discussing solutions. Key challenges included adapting SLM to new technologies like DevOps, cloud computing, and agile development. Participants discussed the need for simpler, more targeted SLM that keeps pace with evolving requirements. Ensuring SLM continues meeting customer needs and understanding their priorities in a digital context is also important. The discussion concluded that while the digital age poses challenges, with the right focus on customers, simplicity, and responsiveness, SLM can continue delivering value.
This session took us through the highs and lows of the ground-breaking research survey conducted by HD to determine the current state of IT organisations’ business focus and process maturity.
The document discusses adopting the ITIL framework to improve IT service management. ITIL is a popular framework that focuses on aligning IT services with business needs. The core of ITIL is a service lifecycle with five phases: service strategy, service design, service transition, service operation, and continual service improvement. Adopting ITIL can provide benefits like improved resource utilization and infrastructure management, but also faces challenges like assessing business impact and achieving measurable outcomes. Proper adoption requires business support, training, process implementation, and change management.
The document discusses the IT Infrastructure Library (ITIL) framework and best practices for IT service management. It states that Unisys uses ITIL certification and applies the standards to their global managed services. ITIL is a set of documents created by the UK government to provide comprehensive and consistent best practices for IT service management. Implementing ITIL can help align technology with business objectives and improve customer service. [/SUMMARY]
SIAM (Service Integration and Management) is a new way of working that involves close collaboration between internal IT and external suppliers. To be ready for SIAM, an organization needs to ensure that its people, processes, tools, and suppliers are prepared for this change. Key factors include having the right governance model in place, operational maturity to manage across multiple suppliers, and ensuring all parties are willing and able to work collaboratively in a SIAM model. Organizational change management is crucial to prepare people for the new way of working required by SIAM.
Ivor Macfarlane - Will we ever learn? People, perception and involvement matteritSMF UK
This document discusses the importance of understanding people and their perceptions in delivering technology services. It argues that while technology and processes are important, people's needs must be understood for services to be truly useful. The author reflects on conferences from 2004 and 2006 and how issues of communication, empathy, and managing change and expectations still challenge service providers today. Customers want services that are useful to their business needs, not just functional outputs, and success is difficult to measure. Understanding requirements means understanding people, as communication is complex and constant work is needed to maintain services.
What impact will advancements in AI have on service and IT asset management? How will IT professionals adjust to new trends in digital business? What will be the hottest new career in IT? Get the answers from Ivanti's IT predictions experts as we share insights on the changes coming in 2020 and beyond, and discuss how IT leaders can better position themselves for the future of our industry.
Antony Oxley - Has the digital age left service level management in the dust?itSMF UK
This document summarizes a discussion on how service level management has evolved with the rise of digital services. The discussion focused on identifying the top challenges facing SLM in the digital age and discussing solutions. Key challenges included adapting SLM to new technologies like DevOps, cloud computing, and agile development. Participants discussed the need for simpler, more targeted SLM that keeps pace with evolving requirements. Ensuring SLM continues meeting customer needs and understanding their priorities in a digital context is also important. The discussion concluded that while the digital age poses challenges, with the right focus on customers, simplicity, and responsiveness, SLM can continue delivering value.
This session took us through the highs and lows of the ground-breaking research survey conducted by HD to determine the current state of IT organisations’ business focus and process maturity.
The document discusses adopting the ITIL framework to improve IT service management. ITIL is a popular framework that focuses on aligning IT services with business needs. The core of ITIL is a service lifecycle with five phases: service strategy, service design, service transition, service operation, and continual service improvement. Adopting ITIL can provide benefits like improved resource utilization and infrastructure management, but also faces challenges like assessing business impact and achieving measurable outcomes. Proper adoption requires business support, training, process implementation, and change management.
The document discusses the IT Infrastructure Library (ITIL) framework and best practices for IT service management. It states that Unisys uses ITIL certification and applies the standards to their global managed services. ITIL is a set of documents created by the UK government to provide comprehensive and consistent best practices for IT service management. Implementing ITIL can help align technology with business objectives and improve customer service. [/SUMMARY]
Fragile to agile in 24 months: Doing "IT" differently at the NHSnexthink
NHS East & North Hertfordshire CCG overview the steps that took their IT infrastructure from 'fragile' to 'agile', including: a share services approach, hybrid private cloud, robotic process automation, and Nexthink's solutions.
Clare McAleese: Verism at Vocalink Mastercard... Our Journey so FaritSMF UK
Vocalink Mastercard has been running a proof of concept on VeriSM, with a view to introducing the approach into the wider organisation, and in this session they will be sharing their journey with the audience. Looking at governance (how they carried our gap analysis against the introduction of the new "product"); service management principles (how they reviewed VeriSM to ensure alignment with existing best practices), management proactices (how they formally introduced agile and DevOps into the business), and more. The presentation aims to assist other organisations with their own implementations, by showing how Vocalink Mastercard has taken the theory from the book and put it into practice in the real-world.
Take a look at this presentation to discover how to introduce VeriSM into your own organisation and keep it gathering momentum, how to get approval from senior management and executives to proceed with any given rollout, what training and qualifications you will require (if any), and how to agree your objectives for the successful adoption of VeriSM.
The document discusses the key benefits of using ITIL (Information Technology Infrastructure Library) framework. ITIL provides several processes and capabilities that help organizations optimize customer experience, enable business change, manage risk, show value, and continually improve. Some key benefits mentioned include managing business risk, minimizing service disruptions, demonstrating value of services, and ensuring quality of services meets customer needs and expectations. ITIL helps support business outcomes through processes like availability management, problem management, and service level management.
The document provides an agenda for an event titled "From Service To Experience". Key points:
- The event will include various presentations and a demonstration on moving from a service level agreement (SLA) focus to an experience level agreement (XLA) focus.
- A breakout session will discuss measuring user sentiment and experience, which are seen as key to defining an XLA, rather than just quantitative metrics.
- The document discusses challenges around defining what to measure to improve experience, and emphasizes the importance of qualitative user sentiment data, not just quantitative SLA metrics.
- Moving from a service mindset to an experience mindset requires changes in governance, tools, and culture to prioritize the end
ITIL provides the foundation for quality IT service management by offering efficient services that meet business requirements, allowing IT to support corporate aims and become a profit generator rather than a cost burden. Adopting ITIL leads to improved service quality through consistent processes, shortened resolution times, better management control, and more reliable services. It also enables cost reduction through increased efficiency and productivity, lower incident volumes, and less business disruption. Further, ITIL allows for proactive IT management by planning ahead and shaping the business IT environment using proven best practices.
From SLAs to XLAs | Shift to pro-active service deliverynexthink
Slides from workshop focused on service management excellence and end user experience measurement.
Sessions:
1. Service Management Process Automation, with Bright Horse
2. From SLA to XLA: Re-Thinking End-User KPIs, with Nexthink
3. Great Customer Service is The Experience, with Chris Markiewicz
Tales from the Frontline - Historic England and Littlefish's SIAM journeyScopism
Presentation from Service North: SIAM Edition, a conference held in Leeds UK on March 30th 2017. Littlefish and Historic England have both seen a dramatic change as organisations and have been working together in partnership since late 2016
to on-board and run a new SIAM model involving new some insourced and outsourced IT services. They explain how the experience has been from a customer and supplier perspective
before, during and after implementation.
This includes lessons learned, organisational change and how
collaboration, partnership, principles and a twist of DevOps, have helped (or hindered) progress.
Impact analysis of process improvement on it service qualityIESS
This document provides an outline for a presentation on an ongoing study analyzing the impact of process improvement on IT service quality. The study is being conducted by Marion Lepmets, a postdoctorate fellow who has 10 years of experience studying software process improvement and assessment. The motivation for the study is that while process improvement is commonly applied, the impact on quality is rarely measured. The scope of the study involves assessing processes using CMMI and ISO/IEC 15504, improving processes using ITIL best practices, and measuring service quality using SERVQUAL and ISO/IEC 25010. Next steps include validating quality measures, conducting an international survey, and case studies.
Modern Enterprise Service Management: Which Vendor is Right for Your Business?EasyVista
In tomorrow’s “Everything-as-a-Service World” there will not be a one-size-fits-all approach to selecting the best service management partners for your business. What’s just right for you might be completely wrong for someone else. What is certain is that choosing tomorrow’s ITSM platform based on yesterday’s requirements is a recipe for disaster. So what should you be planning for and who should you be considering?
Pink Elephant’s George Spalding dives into some of the trends shaping the industry. Joining him is Dennis Callaghan, Senior Enterprise Software Analyst with 451 Research, who reviews the current vendor landscape and highlights the “best fit” based on business needs.
Topics discussed:
- “SaaS or On Premise?” – the advantages to both, and to choice
- Vendor/Client “Culture Match” – the importance of find the right strategic fit runs deeper than just the technology
- Best of Breed vs. All-in-One” – understanding the pro’s and con’s
- “Customize vs. Vanilla Install” – what’s preferred, and what’s realistic
- “Future Proof” – a checklist to ensure long term success, not just short term gain
This webinar concludes with Russel Jesski, IT Director with FCCI Insurance. Russel will share the process his firm went through, and why they chose to partner with EasyVista.
For the full webinar replay on this topic, please watch the accompanying YouTube video.
Why digital business automation is vital to the customer experience featuring...Bizagi
As businesses strive to transform in order to survive and thrive in the digital age, digital initiatives have become increasingly focused on the customer experience (CX) rather than more traditional goals of efficiency and cost reduction.
So what does this mean for those tasked with delivering digital innovation and applications to the business? It means re-thinking operational models to connect employees, processes and devices with personalized and contextualized information – all to better serve customers.
Bizagi and guest speaker Rob Koplowitz, VP and Principal Analyst at Forrester Researchdiscuss how today’s digital platform technologies can support these goals.
View now for answers to questions like:
-What does digital transformation mean for traditional businesses?
-Why is the shift from cost efficiency to customer experience so important?
-How can digital platforms help you improve the customer experience?
-Important strategies for delivering business applications faster in 2017
Who should view: Digital Transformation Leaders, Application Development Leaders, IT and Business Process Professionals.
About Rob Koplowitz
Rob’s research focuses on business process management as well as artificial intelligence and cognitive computing.
Rob returns to Forrester after leading IBM’s strategy for integrating Watson into the company’s collaboration services. Rob brings many years of experience in enterprise software consulting, product marketing, product management, and strategy.
[AIIM17] Channel Your Inner Jedi: 5 Key Strategies Taken from Star Wars - And...AIIM International
Creating a successful information management strategy can be a challenge requiring constant iteration, communication, and negotiation. Nothing short of becoming one with "The Force". Park your technology at the door and let's take a serious look at some of the biggest challenges in developing an information strategy with some real world examples presented through an entertaining lens of "Star Wars".
Learn about the current state of Information Management in AIIM’s latest report: http://info.aiim.org/2017-state-of-information-management
Experience Everywhere. How to proactively enhance employee experience across ...nexthink
The transition to remote working forced upon us by the global COVID-19 pandemic is now becoming the new normal. And this blend of office and remote work is leading the world towards de-organization!
However, this unprecedented transition comes with its own set of challenges, making the role of in-house IT departments even more critical than before. Tasked with providing secure infrastructure and collaboration tools to improve the productivity of employees, IT teams must now also work to enhance the experiences of employees when meeting virtually.
This heightened involvement of IT departments promises to deepen the alliance between IT and the wider business and requires both greater visibility and a capacity to be truly proactive. Organizations that can provide their remote employees with seamless work experiences are more likely to weather future uncertainties with minimal impact on their businesses.
We are not sure whether we will able to go back to the old world; however, we can certainly prepare ourselves for the new one where employees "work from anywhere".
Nexthink's VP Technical Services, Jon Cairns joined IDC and Banque du Caire to discuss real-world, actionable guidance that will prepare and empower you to meet the challenges of this new reality.
Zero to 100% on Day 1: Getting All Users and Contracts onto an Enterprise Con...Apttus
Companies can transform their business significantly by driving all of their contracts into one centralized system. Avanir Pharmaceuticals started with paper contracts and achieved an ambitious goal of getting all of its users and all of its contracts on Apttus Contract Management on Day 1. Attend this session to hear how this life sciences pioneer drove adoption, what they learned along the way and the results they achieved.
CIO Summit 2015 - Keynote Mayka van Acht - Archer Daniels MidlandCIOnl
This document discusses the role of IT from a HR perspective. It begins with an introduction to Archer Daniels Midland Company, a large agribusiness company. It then discusses topics like whether IT should take an "in or out of the box" approach, and how business strategy determines IT strategy. It also covers the changing role of the CIO and how CIOs spend their time. The document advocates for closer collaboration between the CIO and CHRO to drive business transformation through effective communication, prioritization of goals and resources, and keeping up with technology trends.
The document discusses establishing key IT governance processes for small and medium businesses. It covers establishing a CIO view of IT governance and frameworks for IT governance like COBIT, ITIL, COSO and CMMI. It discusses how IT governance processes evolve over time through various maturity levels from initial to optimized. It provides examples of workflows for IT governance and case studies of how large retailers have established IT governance processes to improve efficiency, effectiveness and enable transformation.
ITIL provides a set of best practices for IT service management that help organizations align IT services with business needs. It advocates standardizing incident and problem management processes to resolve disruptions and prevent recurring issues. Adopting ITIL forces continuous improvement and ensures services are measured and proven to support the business objectives.
SharePoint Governance at Bank of Montreal - How we took action to curb the sprawl of sites
Learn about the current state of Information Management in AIIM’s latest report: http://info.aiim.org/2017-state-of-information-management
This document introduces managed IT infrastructure services. It discusses threats to infrastructure like data corruption, component failure, and human error. It then outlines the benefits of managed services, including higher availability, efficient outsourcing, 24/7 monitoring, and leveraging best practices. Key aspects of the managed services solution are proactive monitoring, knowledge sharing, and certified staff.
IT4IT is a reference architecture developed by The Open Group to help organizations better manage their IT operations and deliver business value. It describes the components and activities that make up an IT value chain, including strategy, portfolio management, development, delivery, and support. The presentation argues that IT4IT could become more widely adopted than ITIL due to its comprehensive approach and ability to address new IT initiatives around cloud, DevOps, and other trends. For IT4IT to succeed, the presentation recommends applying its principles consistently across all areas of IT using its value chain framework as a single lens. This would help break down silos and allow different parts of IT to work together more effectively.
Fragile to agile in 24 months: Doing "IT" differently at the NHSnexthink
NHS East & North Hertfordshire CCG overview the steps that took their IT infrastructure from 'fragile' to 'agile', including: a share services approach, hybrid private cloud, robotic process automation, and Nexthink's solutions.
Clare McAleese: Verism at Vocalink Mastercard... Our Journey so FaritSMF UK
Vocalink Mastercard has been running a proof of concept on VeriSM, with a view to introducing the approach into the wider organisation, and in this session they will be sharing their journey with the audience. Looking at governance (how they carried our gap analysis against the introduction of the new "product"); service management principles (how they reviewed VeriSM to ensure alignment with existing best practices), management proactices (how they formally introduced agile and DevOps into the business), and more. The presentation aims to assist other organisations with their own implementations, by showing how Vocalink Mastercard has taken the theory from the book and put it into practice in the real-world.
Take a look at this presentation to discover how to introduce VeriSM into your own organisation and keep it gathering momentum, how to get approval from senior management and executives to proceed with any given rollout, what training and qualifications you will require (if any), and how to agree your objectives for the successful adoption of VeriSM.
The document discusses the key benefits of using ITIL (Information Technology Infrastructure Library) framework. ITIL provides several processes and capabilities that help organizations optimize customer experience, enable business change, manage risk, show value, and continually improve. Some key benefits mentioned include managing business risk, minimizing service disruptions, demonstrating value of services, and ensuring quality of services meets customer needs and expectations. ITIL helps support business outcomes through processes like availability management, problem management, and service level management.
The document provides an agenda for an event titled "From Service To Experience". Key points:
- The event will include various presentations and a demonstration on moving from a service level agreement (SLA) focus to an experience level agreement (XLA) focus.
- A breakout session will discuss measuring user sentiment and experience, which are seen as key to defining an XLA, rather than just quantitative metrics.
- The document discusses challenges around defining what to measure to improve experience, and emphasizes the importance of qualitative user sentiment data, not just quantitative SLA metrics.
- Moving from a service mindset to an experience mindset requires changes in governance, tools, and culture to prioritize the end
ITIL provides the foundation for quality IT service management by offering efficient services that meet business requirements, allowing IT to support corporate aims and become a profit generator rather than a cost burden. Adopting ITIL leads to improved service quality through consistent processes, shortened resolution times, better management control, and more reliable services. It also enables cost reduction through increased efficiency and productivity, lower incident volumes, and less business disruption. Further, ITIL allows for proactive IT management by planning ahead and shaping the business IT environment using proven best practices.
From SLAs to XLAs | Shift to pro-active service deliverynexthink
Slides from workshop focused on service management excellence and end user experience measurement.
Sessions:
1. Service Management Process Automation, with Bright Horse
2. From SLA to XLA: Re-Thinking End-User KPIs, with Nexthink
3. Great Customer Service is The Experience, with Chris Markiewicz
Tales from the Frontline - Historic England and Littlefish's SIAM journeyScopism
Presentation from Service North: SIAM Edition, a conference held in Leeds UK on March 30th 2017. Littlefish and Historic England have both seen a dramatic change as organisations and have been working together in partnership since late 2016
to on-board and run a new SIAM model involving new some insourced and outsourced IT services. They explain how the experience has been from a customer and supplier perspective
before, during and after implementation.
This includes lessons learned, organisational change and how
collaboration, partnership, principles and a twist of DevOps, have helped (or hindered) progress.
Impact analysis of process improvement on it service qualityIESS
This document provides an outline for a presentation on an ongoing study analyzing the impact of process improvement on IT service quality. The study is being conducted by Marion Lepmets, a postdoctorate fellow who has 10 years of experience studying software process improvement and assessment. The motivation for the study is that while process improvement is commonly applied, the impact on quality is rarely measured. The scope of the study involves assessing processes using CMMI and ISO/IEC 15504, improving processes using ITIL best practices, and measuring service quality using SERVQUAL and ISO/IEC 25010. Next steps include validating quality measures, conducting an international survey, and case studies.
Modern Enterprise Service Management: Which Vendor is Right for Your Business?EasyVista
In tomorrow’s “Everything-as-a-Service World” there will not be a one-size-fits-all approach to selecting the best service management partners for your business. What’s just right for you might be completely wrong for someone else. What is certain is that choosing tomorrow’s ITSM platform based on yesterday’s requirements is a recipe for disaster. So what should you be planning for and who should you be considering?
Pink Elephant’s George Spalding dives into some of the trends shaping the industry. Joining him is Dennis Callaghan, Senior Enterprise Software Analyst with 451 Research, who reviews the current vendor landscape and highlights the “best fit” based on business needs.
Topics discussed:
- “SaaS or On Premise?” – the advantages to both, and to choice
- Vendor/Client “Culture Match” – the importance of find the right strategic fit runs deeper than just the technology
- Best of Breed vs. All-in-One” – understanding the pro’s and con’s
- “Customize vs. Vanilla Install” – what’s preferred, and what’s realistic
- “Future Proof” – a checklist to ensure long term success, not just short term gain
This webinar concludes with Russel Jesski, IT Director with FCCI Insurance. Russel will share the process his firm went through, and why they chose to partner with EasyVista.
For the full webinar replay on this topic, please watch the accompanying YouTube video.
Why digital business automation is vital to the customer experience featuring...Bizagi
As businesses strive to transform in order to survive and thrive in the digital age, digital initiatives have become increasingly focused on the customer experience (CX) rather than more traditional goals of efficiency and cost reduction.
So what does this mean for those tasked with delivering digital innovation and applications to the business? It means re-thinking operational models to connect employees, processes and devices with personalized and contextualized information – all to better serve customers.
Bizagi and guest speaker Rob Koplowitz, VP and Principal Analyst at Forrester Researchdiscuss how today’s digital platform technologies can support these goals.
View now for answers to questions like:
-What does digital transformation mean for traditional businesses?
-Why is the shift from cost efficiency to customer experience so important?
-How can digital platforms help you improve the customer experience?
-Important strategies for delivering business applications faster in 2017
Who should view: Digital Transformation Leaders, Application Development Leaders, IT and Business Process Professionals.
About Rob Koplowitz
Rob’s research focuses on business process management as well as artificial intelligence and cognitive computing.
Rob returns to Forrester after leading IBM’s strategy for integrating Watson into the company’s collaboration services. Rob brings many years of experience in enterprise software consulting, product marketing, product management, and strategy.
[AIIM17] Channel Your Inner Jedi: 5 Key Strategies Taken from Star Wars - And...AIIM International
Creating a successful information management strategy can be a challenge requiring constant iteration, communication, and negotiation. Nothing short of becoming one with "The Force". Park your technology at the door and let's take a serious look at some of the biggest challenges in developing an information strategy with some real world examples presented through an entertaining lens of "Star Wars".
Learn about the current state of Information Management in AIIM’s latest report: http://info.aiim.org/2017-state-of-information-management
Experience Everywhere. How to proactively enhance employee experience across ...nexthink
The transition to remote working forced upon us by the global COVID-19 pandemic is now becoming the new normal. And this blend of office and remote work is leading the world towards de-organization!
However, this unprecedented transition comes with its own set of challenges, making the role of in-house IT departments even more critical than before. Tasked with providing secure infrastructure and collaboration tools to improve the productivity of employees, IT teams must now also work to enhance the experiences of employees when meeting virtually.
This heightened involvement of IT departments promises to deepen the alliance between IT and the wider business and requires both greater visibility and a capacity to be truly proactive. Organizations that can provide their remote employees with seamless work experiences are more likely to weather future uncertainties with minimal impact on their businesses.
We are not sure whether we will able to go back to the old world; however, we can certainly prepare ourselves for the new one where employees "work from anywhere".
Nexthink's VP Technical Services, Jon Cairns joined IDC and Banque du Caire to discuss real-world, actionable guidance that will prepare and empower you to meet the challenges of this new reality.
Zero to 100% on Day 1: Getting All Users and Contracts onto an Enterprise Con...Apttus
Companies can transform their business significantly by driving all of their contracts into one centralized system. Avanir Pharmaceuticals started with paper contracts and achieved an ambitious goal of getting all of its users and all of its contracts on Apttus Contract Management on Day 1. Attend this session to hear how this life sciences pioneer drove adoption, what they learned along the way and the results they achieved.
CIO Summit 2015 - Keynote Mayka van Acht - Archer Daniels MidlandCIOnl
This document discusses the role of IT from a HR perspective. It begins with an introduction to Archer Daniels Midland Company, a large agribusiness company. It then discusses topics like whether IT should take an "in or out of the box" approach, and how business strategy determines IT strategy. It also covers the changing role of the CIO and how CIOs spend their time. The document advocates for closer collaboration between the CIO and CHRO to drive business transformation through effective communication, prioritization of goals and resources, and keeping up with technology trends.
The document discusses establishing key IT governance processes for small and medium businesses. It covers establishing a CIO view of IT governance and frameworks for IT governance like COBIT, ITIL, COSO and CMMI. It discusses how IT governance processes evolve over time through various maturity levels from initial to optimized. It provides examples of workflows for IT governance and case studies of how large retailers have established IT governance processes to improve efficiency, effectiveness and enable transformation.
ITIL provides a set of best practices for IT service management that help organizations align IT services with business needs. It advocates standardizing incident and problem management processes to resolve disruptions and prevent recurring issues. Adopting ITIL forces continuous improvement and ensures services are measured and proven to support the business objectives.
SharePoint Governance at Bank of Montreal - How we took action to curb the sprawl of sites
Learn about the current state of Information Management in AIIM’s latest report: http://info.aiim.org/2017-state-of-information-management
This document introduces managed IT infrastructure services. It discusses threats to infrastructure like data corruption, component failure, and human error. It then outlines the benefits of managed services, including higher availability, efficient outsourcing, 24/7 monitoring, and leveraging best practices. Key aspects of the managed services solution are proactive monitoring, knowledge sharing, and certified staff.
IT4IT is a reference architecture developed by The Open Group to help organizations better manage their IT operations and deliver business value. It describes the components and activities that make up an IT value chain, including strategy, portfolio management, development, delivery, and support. The presentation argues that IT4IT could become more widely adopted than ITIL due to its comprehensive approach and ability to address new IT initiatives around cloud, DevOps, and other trends. For IT4IT to succeed, the presentation recommends applying its principles consistently across all areas of IT using its value chain framework as a single lens. This would help break down silos and allow different parts of IT to work together more effectively.
The document provides an overview of how organizations can leverage their existing IT service management (ITSM) investments to implement the IT4IT reference architecture for running the business of IT. It begins with an introduction to IT4IT and poses some challenging questions about common IT management issues. The main section discusses how to review an organization's current ITSM tool landscape, identify any missing, overlapping or suboptimal functionality, and analyze IT value chain responsibilities to find opportunities to optimize processes and integrations based on the IT4IT model. The document suggests this can help make IT operations flow better while reducing costs. It concludes with some useful links and invites questions.
CMS IT Services provides reliable, robust, and secure IT infrastructure services including management of infrastructure, products, IT support, system integration, and information security. With over 300 employees across 50 locations in India and 37 years of experience, CMS focuses on helping customers manage their IT operations reliably through transformation themes to achieve sustained leadership. CMS delivers its services through ITIL-based frameworks with best-in-class partnerships and a global reach to provide scalable and high-quality support.
What Is IT4IT? – An Introduction To A New Standard
The IT industry has long lacked a complete end-to-end management standard, one that includes architecture, project, portfolio, service, and operations management. It’s a challenge, one that the IT4IT standard has been designed to address. IT4IT is the first end-to-end, vendor-neutral reference model for IT management and its systems. This session will give you a comprehensive overview on the history, positioning, and content of IT4IT and show you how to make it a reality for your organisation.
Advanced traditional IT departments, with silos organised around deep disciplines, policies, and processes, won’t work for tomorrow’s world. Most IT departments with specialist groups that speak their own dialect, struggle to agree on shared goals and values. Because of this, it’s hard to deliver optimal business outcomes. This session will help you break down the barriers and harness the power of IT4IT, a high-level standard for managing the whole of IT with an enterprise service-centric architecture.
DevOps aims to reduce barriers between development and operations through collaboration and automation. It focuses on faster delivery of new features while maintaining a stable production environment. Operations are now involved earlier in the development process. ITIL and DevOps can work together, with ITIL providing best practices for processes and DevOps enabling continuous delivery through automation. The IT4IT standard complements ITIL by providing a data model and reference architecture to design, source, and manage IT services aligned with business objectives.
In November, IT4IT(TM) 2.0 was released to the IT industry. In this webinar, Michael Fulton, President, CC&C Americas and member of Open Group IT4IT Forum Steering Committee, will share his perspective on IT4IT and what it means to the IT industry and how you as an individual can take advantage of it within your career
This document provides an overview of an IT4IT presentation by Tony Price and John McDermott from Hewlett Packard Enterprise. The presentation introduces IT4IT, an open standard for managing the business of IT developed by The Open Group. IT4IT addresses the need for an industry-agnostic reference architecture for managing the IT value chain. The presentation describes the benefits of IT4IT and how Hewlett Packard Enterprise supports IT4IT through products, services and certification programs.
Request to Fulfill Presentation (IT4IT)Rob Akershoek
The Request to Fulfill (R2F) value stream presentation. R2F is one of the four value streams of the IT4IT Reference Architecture of The Open Group.
How to manage your IT organization as a professional IT shop? Provide a self service portal for end-users and IT staff to order IT services and IT resources. Automate the entire process from request to actual deployment and provisioning.
Good or Bad, you still manage your services. But what matters is "How well" you do it
and again...
It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.
-Henry Ford
When your organization needs more than just ITIL® and COBIT®
In today’s IT landscape, there are continuous demands for CIOs to show business value and to cut waste and cost from the IT Service Management delivery processes. This is where Lean IT can help extract the value and remove the waste.
We’re moving away from an era where adding manpower was the way to increase quality of service or to reduce time to market of IT change. We now live in a time where processes themselves not only need be effective, but cost effective as well. Is what we do really necessary? What can be minimalized? Applying lean principles will not only “cut the fat”, but strikes a balance for continuous service improvement.
LITA Executive Webinar with Niels Loader
Niels will share the insights gained in determining and implementing metrics within IT, particularly focusing on the metrics used in a Lean IT organization. He will focus on the key pitfalls and successful strategies for getting to the right metrics and making them work.
Cut the ITIL Anchor, Raise the ITIL Sail, an ITSM Academy WebinarITSM Academy, Inc.
Presenter: Matt Hooper
ITSM Evangelist, LANDESK Software
The idea that workers want to bring their own device is flawed. They don’t want to bring their own, they just don’t want to wait on IT to delivery antiquated solutions. Patience is not a business virtue in a world that expects a rapid pace of change. While ITIL helped manage fragile IT, stable infrastructure is now delivered through cloud and SaaS. However, this does not mean that ITSM has to slowly fall into irrelevance. This session explains how Lean ITSM and DevOps can accelerate business velocity. Join us to learn:
• How DevOps, continual deployment and other agile methods can improve governance.
• How to Transform your ITSM disciplines and systems into velocity engines instead of control systems.
• How to Identify the four challenges to enterprise agility and how ITSM can morph to meet the need.
ITIL (Information Technology Infrastructure Library) is a framework of best practices for IT service management. It provides guidelines for key processes and common frameworks to help organizations improve service quality and reduce costs. The five key philosophies of ITIL are: 1) Managing IT as a service business focused on customer needs, 2) Ensuring high quality of services through understanding customer requirements, 3) Taking a process-based approach to service delivery, 4) Measuring key performance indicators to manage and improve services, and 5) Being aware of costs to balance quality and efficiency.
This document summarizes a presentation titled "Become an ITIL® Rock Star" given by Cathy A. Kirch and Kevin Pugh of Allstate Insurance Company. It provides biographies of the speakers and details of Allstate's IT environment and services. It then discusses Allstate's implementation of ITIL and use of a balanced scorecard approach to measure IT service management performance at the process, lifecycle, and program levels using metrics related to compliance, performance, quality, and value. The presentation concludes by emphasizing the importance of patience and audience analysis when implementing IT service management metrics.
Not every organization can afford to have a full time CIO on staff. But someone will be fulfilling the role, even without the title. This seminar will help you understand the role a CIO fulfills within your organization, the areas you may not be addressing without a CIO, the risks and opportunities mitigated by the presence of a CIO, and the new world of outsourced IT.
Additionally, we will discuss if your organization can thrive without the latest technology, whether your IT team is doing what they should be, how your IT infrastructure measures up to best practices, and what technology you may be missing out on.
JumpStart Inc. is a non-profit organization based in Northeast Ohio that helps communities realize their entrepreneurial potential. The document outlines an agenda for a workshop to discuss transforming technology-based economic development (TBED) through technology. The agenda includes introductions, presenting a foundational thesis and survey highlights, introducing a TBED technology framework, an activity to apply the framework, and critical discussions on customer relationship management, marketing capabilities, and reporting/analytics solutions. The goal is for participants to develop a high-level technology roadmap for their organizations.
IT Service Catalog: 5 Steps to Prepare Your Organization for Successful Servi...Evergreen Systems
Few Organizations have deep experience in planning for a successful Service Catalog project. Questions abound:
"What are the best practices? How will we measure success? What roles & responsibilities will we have? What are the customer & executive expectations...and how do we address them? What options do we have for getting started? Can we start simply and grow as we learn?"
Successful Service Catalog projects are dramatically different than many other IT projects. Please join Don Casson, CEO of Evergreen as he answers these questions and explains the 5 steps to prepare your team for success with your IT Service Catalog project.
Jeff Benedict, ITSM Practice Leader, will demo our constantly evolving view of a very advanced Employee Self-Service Catalog & Portal, built on ServiceNow technologies.
Webinar recording with demo available at http://content.evergreensys.com/it-service-catalog-project-steps-prepare-organization
The document provides an overview of ITIL (Information Technology Infrastructure Library) which is a framework of best practices for IT service management. It discusses key concepts in ITIL including the service lifecycle, roles, and objectives to improve quality and reduce costs. The service lifecycle includes service strategy, service design, service transition, service operation, and continual service improvement.
Not every organization can afford to have a full time CIO on staff. But someone will be fulfilling the role, even without the title. This seminar will help you understand the role a CIO fulfills within your organization, the areas you may not be addressing without a CIO, the risks and opportunities mitigated by the presence of a CIO, and the new world of outsourced IT.
Additionally, we will discuss if your organization can thrive without the latest technology, whether your IT team is doing what they should be, how your IT infrastructure measures up to best practices, and what technology you may be missing out on.
Managed IT Services: What It Is and Why It MattersNet at Work
The webinar discussed managed IT services and how they can help businesses by introducing best practices to mitigate risks, remediate issues, and provide accurate reporting for planning and budgeting. Managed services aim to maximize uptime and productivity by proactively managing IT through documentation, maintenance, patching, and procedures. While managed services complement existing IT staff, they can take over the role of a virtual CIO by mapping business needs to technology, managing vendors, and freeing up staff to focus on projects. Attendees were invited to ask questions and provided with contact information to discuss assessments and next steps.
“How to Make ITIL Work To Your Benefit”
Learn how the St. Edward’s Professional Education’s ITIL training program can help your organization improve your IT service management using ITIL with traditional instructor-led training.
Architecting Next Generatio IT Operating Models Using IT4IT and SFIASukumar Daniel
The document summarizes an architecture initiative undertaken by Action Research Foundation to transform an organization's IT operating model. The initiative involved applying TOGAF and IT4IT frameworks to architect the next generation service provider organization. Key aspects included establishing an architecture capability, governance processes, and iteratively developing visions and architectures. The delivered solution established function and people management services to improve alignment and establish an innovation ecosystem needed for the target operating model of a customization studio.
Actionable Steps to Elevating your IT Service ManagementIvanti
Every organization goes through a process of improving its operation. Despite this, many ITSM projects fail to deliver the level of effectiveness and the value promised. You have to ask why do so many ITSM projects fail to deliver the value IT teams know they can realize?
Join us for this webinar as we uncover the approach and organizational capabilities required to continually increase ITSM efficiency and effectiveness. Learn about the building blocks to create institutional processes and a culture of shared learning and accountability needed to deliver optimized ITSM that delivers more value to the business.
This document discusses the implementation of IT Service Management (ITSM) at Illinois State University. It notes that many IT teams are interested in ITIL certifications and maturing their processes. The current ITSM tools are nearing end of life and not meeting all needs. The university is moving to a common ITSM process and tool (Cherwell) to provide consistency, transparency, complex reporting, and an intuitive, linked system. Implementing ITSM will help track and prioritize work to control chaos. It will also make IT more efficient and increase response time for customers. Measuring performance with data will help align with university goals and meet customer expectations. An implementation timeline is provided.
Horizons 2014 - KeyMark and Industry UpdatesKeyMark
KeyMark Updates
Presenter:
Jim Wanner
CEO
KeyMark Inc.
Jim Wanner shares the latest developments from KeyMark and what you can expect moving forward. He will also share the state of the ECM industry.
Did you know? Implementing ITSM can improve the effectiveness of IT functions by over 62%.
As there continues to be a global shift towards managing more and more data, and housing data in the cloud, many companies are looking to manage their IT budgets closer and sustaining their infrastructure operations. Many studies have provided data on how IT Operational costs eventually decrease over time, but there are still initial costs, and costs to upgrade, scale and sustain.
Until recently, most technical infrastructure components, devices, applications, etc. resided within the organization in which they served. Since the industry has moved to a more virtual model, data, technology, infrastructure services and even applications can now exist in the cloud. With that, there is a need to clearly understand exactly what is being stored in the cloud and how is it being managed.
Areas covered:
1. Understanding importance of ITSM
2. Delivering and managing IT services
3. The value of IT to the business and the service provider
4. Maintaining stability while allowing for change
5. Organizing to improve IT support operations
6. The processes underlying Service Operations
7. What to manage when interfacing with Cloud Service Providers
About Invensis Learning
Invensis Learning is a leading training and professional development solutions provider. We deliver globally-recognized training and certifications to individuals and enterprises to aid key business transformations and help to stay relevant by closing skill gaps and cultivate an environment that fosters continuous learning. We have trained 10000+ professionals over wide portfolio of training and certification courses. We are a trusted partner of many Fortune 500 companies for training and development
For more details please visit: https://www.invensislearning.com/
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This is a first draft of a set of simple guidelines to help clarify the role, activities and value expected from a consultant.
This has been created as part of some initial dialogue with AXELOS, who are looking a the feasibility of a consultant register - although nothing has been agreed yet.
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Suzanne Lagerweij - Influence Without Power - Why Empathy is Your Best Friend...Suzanne Lagerweij
This is a workshop about communication and collaboration. We will experience how we can analyze the reasons for resistance to change (exercise 1) and practice how to improve our conversation style and be more in control and effective in the way we communicate (exercise 2).
This session will use Dave Gray’s Empathy Mapping, Argyris’ Ladder of Inference and The Four Rs from Agile Conversations (Squirrel and Fredrick).
Abstract:
Let’s talk about powerful conversations! We all know how to lead a constructive conversation, right? Then why is it so difficult to have those conversations with people at work, especially those in powerful positions that show resistance to change?
Learning to control and direct conversations takes understanding and practice.
We can combine our innate empathy with our analytical skills to gain a deeper understanding of complex situations at work. Join this session to learn how to prepare for difficult conversations and how to improve our agile conversations in order to be more influential without power. We will use Dave Gray’s Empathy Mapping, Argyris’ Ladder of Inference and The Four Rs from Agile Conversations (Squirrel and Fredrick).
In the session you will experience how preparing and reflecting on your conversation can help you be more influential at work. You will learn how to communicate more effectively with the people needed to achieve positive change. You will leave with a self-revised version of a difficult conversation and a practical model to use when you get back to work.
Come learn more on how to become a real influencer!
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Mastering the Concepts Tested in the Databricks Certified Data Engineer Assoc...SkillCertProExams
• For a full set of 760+ questions. Go to
https://skillcertpro.com/product/databricks-certified-data-engineer-associate-exam-questions/
• SkillCertPro offers detailed explanations to each question which helps to understand the concepts better.
• It is recommended to score above 85% in SkillCertPro exams before attempting a real exam.
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This presentation was uploaded with the author’s consent.
2. Agenda
• 2 –Speed ITSM?
• What are practitioners, CIOs, IT Customers saying?
• Back to basics
• Moving Forward
• Summary
3. 2 speed ITSM?
There is a real dichotomy between futurist scenarios and
the day-to-day realities of real ITSM practitioners…
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. 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. 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
15. 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
16. • 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
17. 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
18. 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..!