SlideShare a Scribd company logo
Will We Ever Learn?
People, Perception and Involvement Matter
Ivor Macfarlane
Why I should be irrelevant by now
• Any good ideas I had should
have been accepted a while
back
• And the other ideas rejected
and binned
• So let’s see …
People, Process and Technology
Technology
• Hell yeah!
Technology, Process and People
Processes
• Pretty good!
People
• Oops!
• Versions and speed
Get them out and dust them off
Miami 2004 Birmingham 2006
Business perspective
• Part of the bridge between
technology and business
• Need ALL of a bridge to get
across
• Seamless roadway
Who are we talking about?
•Us & Them?
•Teams aren’t homogenous
•‘Internal teams’ should be a concern
Just about communication?
YES OUINONSqueeek
What are we really saying?
•Service provider needs empathy for customer
•Customers don’t need to understand delivery mechanism
•Customers will see things differently
– Vital business functions
– Dynamic criticality
– Iced buns
What does the business need to understand
•Don’t have to be an expert to have a view on the service
provider
•Sports pundits (aren’t we all?)
•Buttered thumbs
Magic cupboard
“Any suitably advanced technology is
indistinguishable from magic”
Arthur C Clarke
Is this still an issue for anyone?
• We do see some progress
• Don't hear “If they understood IT properly it’d work” so often
• Instead we grumble about shadow IT, because they DO understand
• People haven’t changed
- and they won’t anytime soon
• Not consistent
• Constant maintenance
• More service management than service creation
Customers want us to be useful
• What does useful mean?
• Outcomes more than outputs
• Who are we?
• Who are we useful to?
• When to judge?
Customers (should) want us to be useful
Useful to whom?
13
Society
Shareholders
Fat controller
Driver
Society
Company
CIO
Ourselves
Where do the passengers fit in?
Hierarchy vs when to judge
14
Rich and
famous
Masters
High school
Read and
write
Business
supported
Service runs
Components
available
Suppliers
deliver
Recording
contract
Live in van
on the road
Skip school
play guitar
Change management example
What would help the
business most
More changes implemented
Higher success rate
Focused to critical services
Implemented faster
Focus on safety and stability?
Won’t know unless you look
15
And now in 2017
• Everything’s been solved by
• Cloud
• Devops
• Digital Transformation
• Shadow IT
• Survey monkey?
Can success be visible?
• Results or glory?
• Invisibility is good
• Prevention over
cure
Messages - take them away if you like
them
• Understanding requirements requires understanding people
• Communication needs more than language
• Patience, skill and
• don’t expect to be thanked when you get it right
• Do expect to be blamed when you get it wrong
• None of this is easy
• It doesn’t stay right for long
ITSMF UK
Premier Gate, Easthampstead Road, Bracknell,
RG12 1JS, United Kingdom
Tel: +44 (0) 118 918 6500 | Web: www.itsmf.co.uk

More Related Content

What's hot

Tales from the Frontline - Historic England and Littlefish's SIAM journey
Tales from the Frontline - Historic England and Littlefish's SIAM journeyTales from the Frontline - Historic England and Littlefish's SIAM journey
Tales from the Frontline - Historic England and Littlefish's SIAM journey
Scopism
 
SIAM and DevOps - Getting the Best of Both Worlds
SIAM and DevOps - Getting the Best of Both WorldsSIAM and DevOps - Getting the Best of Both Worlds
SIAM and DevOps - Getting the Best of Both Worlds
Scopism
 
Mark Smalley & Dave van Herpen, ValOps
Mark Smalley & Dave van Herpen, ValOpsMark Smalley & Dave van Herpen, ValOps
Mark Smalley & Dave van Herpen, ValOps
TFT presentations Tomorrow's IT Service Future Today
 
SIAMease
SIAMeaseSIAMease
SIAMease
Scopism
 
Dave Wheable: Can We Manage the Future
Dave Wheable: Can We Manage the FutureDave Wheable: Can We Manage the Future
Dave Wheable: Can We Manage the Future
itSMF UK
 
The Anatomy of XLA: eXperience Level Agreements
The Anatomy of XLA: eXperience Level AgreementsThe Anatomy of XLA: eXperience Level Agreements
The Anatomy of XLA: eXperience Level Agreements
ITSM Academy, Inc.
 
Adopting ITIL framework
Adopting ITIL frameworkAdopting ITIL framework
Adopting ITIL framework
Vinayak Ghadi
 
Is this the End of ITIL? NO, it is the end-to-end of ITIL!
Is this the End of ITIL? NO, it is the end-to-end of ITIL!Is this the End of ITIL? NO, it is the end-to-end of ITIL!
Is this the End of ITIL? NO, it is the end-to-end of ITIL!
ITSM Academy, Inc.
 
Stuart Howitt: Honey, I Shrunk the Incident
Stuart Howitt: Honey, I Shrunk the IncidentStuart Howitt: Honey, I Shrunk the Incident
Stuart Howitt: Honey, I Shrunk the Incident
itSMF UK
 
Daniel Jasník - ITSMF pro cloudové služby - AID2019
Daniel Jasník - ITSMF pro cloudové služby - AID2019Daniel Jasník - ITSMF pro cloudové služby - AID2019
Daniel Jasník - ITSMF pro cloudové služby - AID2019
ALVAO
 
Enterprise service management is finally a business reality
Enterprise service management is finally a business realityEnterprise service management is finally a business reality
Enterprise service management is finally a business reality
Freshservice
 
Whats new in ITIL4?
Whats new in ITIL4?Whats new in ITIL4?
Whats new in ITIL4?
Sundeep Singh
 
Enterprise Service Management: Improving Service Delivery Across the Business
Enterprise Service Management: Improving Service Delivery Across the BusinessEnterprise Service Management: Improving Service Delivery Across the Business
Enterprise Service Management: Improving Service Delivery Across the Business
Ivanti
 
Next-Generation IT Service Management: Changing the Future of IT
Next-Generation IT Service Management: Changing the Future of ITNext-Generation IT Service Management: Changing the Future of IT
Next-Generation IT Service Management: Changing the Future of IT
Enterprise Management Associates
 
It smf conference 2014 ppt barclay rae
It smf conference 2014 ppt barclay raeIt smf conference 2014 ppt barclay rae
It smf conference 2014 ppt barclay rae
Barclay Rae
 
TechClimb_Webinar_PPT_working_1014
TechClimb_Webinar_PPT_working_1014TechClimb_Webinar_PPT_working_1014
TechClimb_Webinar_PPT_working_1014
Laura J. Wilcox
 
7 Steps to a successful ServiceNow Implementation
7 Steps to a successful ServiceNow Implementation7 Steps to a successful ServiceNow Implementation
7 Steps to a successful ServiceNow Implementation
Navvia
 
ServiceNow ITSM Overview
ServiceNow ITSM OverviewServiceNow ITSM Overview
ServiceNow ITSM Overview
Jade Global
 
Zdenek Jelinek_workshop_Q4IT_AID2019
Zdenek Jelinek_workshop_Q4IT_AID2019Zdenek Jelinek_workshop_Q4IT_AID2019
Zdenek Jelinek_workshop_Q4IT_AID2019
ALVAO
 
ITS Managed Services Introduction
ITS Managed Services IntroductionITS Managed Services Introduction
ITS Managed Services Introduction
Jorge Sebastiao
 

What's hot (20)

Tales from the Frontline - Historic England and Littlefish's SIAM journey
Tales from the Frontline - Historic England and Littlefish's SIAM journeyTales from the Frontline - Historic England and Littlefish's SIAM journey
Tales from the Frontline - Historic England and Littlefish's SIAM journey
 
SIAM and DevOps - Getting the Best of Both Worlds
SIAM and DevOps - Getting the Best of Both WorldsSIAM and DevOps - Getting the Best of Both Worlds
SIAM and DevOps - Getting the Best of Both Worlds
 
Mark Smalley & Dave van Herpen, ValOps
Mark Smalley & Dave van Herpen, ValOpsMark Smalley & Dave van Herpen, ValOps
Mark Smalley & Dave van Herpen, ValOps
 
SIAMease
SIAMeaseSIAMease
SIAMease
 
Dave Wheable: Can We Manage the Future
Dave Wheable: Can We Manage the FutureDave Wheable: Can We Manage the Future
Dave Wheable: Can We Manage the Future
 
The Anatomy of XLA: eXperience Level Agreements
The Anatomy of XLA: eXperience Level AgreementsThe Anatomy of XLA: eXperience Level Agreements
The Anatomy of XLA: eXperience Level Agreements
 
Adopting ITIL framework
Adopting ITIL frameworkAdopting ITIL framework
Adopting ITIL framework
 
Is this the End of ITIL? NO, it is the end-to-end of ITIL!
Is this the End of ITIL? NO, it is the end-to-end of ITIL!Is this the End of ITIL? NO, it is the end-to-end of ITIL!
Is this the End of ITIL? NO, it is the end-to-end of ITIL!
 
Stuart Howitt: Honey, I Shrunk the Incident
Stuart Howitt: Honey, I Shrunk the IncidentStuart Howitt: Honey, I Shrunk the Incident
Stuart Howitt: Honey, I Shrunk the Incident
 
Daniel Jasník - ITSMF pro cloudové služby - AID2019
Daniel Jasník - ITSMF pro cloudové služby - AID2019Daniel Jasník - ITSMF pro cloudové služby - AID2019
Daniel Jasník - ITSMF pro cloudové služby - AID2019
 
Enterprise service management is finally a business reality
Enterprise service management is finally a business realityEnterprise service management is finally a business reality
Enterprise service management is finally a business reality
 
Whats new in ITIL4?
Whats new in ITIL4?Whats new in ITIL4?
Whats new in ITIL4?
 
Enterprise Service Management: Improving Service Delivery Across the Business
Enterprise Service Management: Improving Service Delivery Across the BusinessEnterprise Service Management: Improving Service Delivery Across the Business
Enterprise Service Management: Improving Service Delivery Across the Business
 
Next-Generation IT Service Management: Changing the Future of IT
Next-Generation IT Service Management: Changing the Future of ITNext-Generation IT Service Management: Changing the Future of IT
Next-Generation IT Service Management: Changing the Future of IT
 
It smf conference 2014 ppt barclay rae
It smf conference 2014 ppt barclay raeIt smf conference 2014 ppt barclay rae
It smf conference 2014 ppt barclay rae
 
TechClimb_Webinar_PPT_working_1014
TechClimb_Webinar_PPT_working_1014TechClimb_Webinar_PPT_working_1014
TechClimb_Webinar_PPT_working_1014
 
7 Steps to a successful ServiceNow Implementation
7 Steps to a successful ServiceNow Implementation7 Steps to a successful ServiceNow Implementation
7 Steps to a successful ServiceNow Implementation
 
ServiceNow ITSM Overview
ServiceNow ITSM OverviewServiceNow ITSM Overview
ServiceNow ITSM Overview
 
Zdenek Jelinek_workshop_Q4IT_AID2019
Zdenek Jelinek_workshop_Q4IT_AID2019Zdenek Jelinek_workshop_Q4IT_AID2019
Zdenek Jelinek_workshop_Q4IT_AID2019
 
ITS Managed Services Introduction
ITS Managed Services IntroductionITS Managed Services Introduction
ITS Managed Services Introduction
 

Similar to Ivor Macfarlane - Will we ever learn? People, perception and involvement matter

Customer Centricity Master.pdf
Customer Centricity Master.pdfCustomer Centricity Master.pdf
Customer Centricity Master.pdf
Boris Berovic
 
Positioning Professional Services for Success
Positioning Professional Services for SuccessPositioning Professional Services for Success
Positioning Professional Services for Success
Ambareesh Kulkarni
 
What is digital - What is transformation?
What is digital - What is transformation?What is digital - What is transformation?
What is digital - What is transformation?
David Edmundson-Bird
 
UX London 2013 - Notes and Key Themes
UX London 2013 - Notes and Key ThemesUX London 2013 - Notes and Key Themes
UX London 2013 - Notes and Key Themes
Simon Pan
 
Crossing the Digital Rubicon - Harvey Neve
Crossing the Digital Rubicon - Harvey NeveCrossing the Digital Rubicon - Harvey Neve
Crossing the Digital Rubicon - Harvey Neve
KeyedIn Projects
 
How Can PMs Ensure Privacy in Products by Nike Product Leader
How Can PMs Ensure Privacy in Products by Nike Product LeaderHow Can PMs Ensure Privacy in Products by Nike Product Leader
How Can PMs Ensure Privacy in Products by Nike Product Leader
Product School
 
What is digital what is transformation
What is digital what is transformationWhat is digital what is transformation
What is digital what is transformation
David Edmundson-Bird
 
How to Speak "Manager"
How to Speak "Manager"How to Speak "Manager"
How to Speak "Manager"
Nicole Forsgren
 
SLA to XLA Workshop, Edinburgh 2019
SLA to XLA Workshop, Edinburgh 2019SLA to XLA Workshop, Edinburgh 2019
SLA to XLA Workshop, Edinburgh 2019
nexthink
 
DIGIT Leader Summit 2017
DIGIT Leader Summit 2017DIGIT Leader Summit 2017
DIGIT Leader Summit 2017
Ray Bugg
 
Crossing the Chasm - From Agile to Business Agility
Crossing the Chasm - From Agile to Business AgilityCrossing the Chasm - From Agile to Business Agility
Crossing the Chasm - From Agile to Business Agility
Maurizio Mancini
 
5 Critical Steps for Selling Managed Services - Adam Harris
5 Critical Steps for Selling Managed Services - Adam Harris 5 Critical Steps for Selling Managed Services - Adam Harris
5 Critical Steps for Selling Managed Services - Adam Harris
MAXfocus
 
Getting IT Right !
Getting IT Right !Getting IT Right !
Getting IT Right !
Jawaid Bhatti
 
2016-03-10 Benjamin Taylor - RedQuadrant service design in government v1.0BT
2016-03-10 Benjamin Taylor - RedQuadrant service design in government v1.0BT2016-03-10 Benjamin Taylor - RedQuadrant service design in government v1.0BT
2016-03-10 Benjamin Taylor - RedQuadrant service design in government v1.0BT
Benjamin P. Taylor
 
Aitec Managed Service PPT v1.
Aitec Managed Service PPT v1.Aitec Managed Service PPT v1.
Aitec Managed Service PPT v1.
Shailendra Yadav
 
What IT Managers can Learn from Tech Startup Culture
What IT Managers can Learn from Tech Startup CultureWhat IT Managers can Learn from Tech Startup Culture
What IT Managers can Learn from Tech Startup Culture
Hải Phạm
 
After 15 Years and 1000 Buyers What Matters Anymore in Value Propositions and...
After 15 Years and 1000 Buyers What Matters Anymore in Value Propositions and...After 15 Years and 1000 Buyers What Matters Anymore in Value Propositions and...
After 15 Years and 1000 Buyers What Matters Anymore in Value Propositions and...
AIPMM Administration
 
Status Quo or Status Whoa? with Brad Utterback, an ITSM Academy Webinar
Status Quo or Status Whoa? with Brad Utterback, an ITSM Academy WebinarStatus Quo or Status Whoa? with Brad Utterback, an ITSM Academy Webinar
Status Quo or Status Whoa? with Brad Utterback, an ITSM Academy Webinar
ITSM Academy, Inc.
 
Startup Development Process; Issues to consider when building your startup
Startup Development Process; Issues to consider when building your startupStartup Development Process; Issues to consider when building your startup
Startup Development Process; Issues to consider when building your startup
Demetris Hadjisofocli
 
Optimizing Your Candidate Experience
Optimizing Your Candidate ExperienceOptimizing Your Candidate Experience
Optimizing Your Candidate Experience
SpecializedGroup
 

Similar to Ivor Macfarlane - Will we ever learn? People, perception and involvement matter (20)

Customer Centricity Master.pdf
Customer Centricity Master.pdfCustomer Centricity Master.pdf
Customer Centricity Master.pdf
 
Positioning Professional Services for Success
Positioning Professional Services for SuccessPositioning Professional Services for Success
Positioning Professional Services for Success
 
What is digital - What is transformation?
What is digital - What is transformation?What is digital - What is transformation?
What is digital - What is transformation?
 
UX London 2013 - Notes and Key Themes
UX London 2013 - Notes and Key ThemesUX London 2013 - Notes and Key Themes
UX London 2013 - Notes and Key Themes
 
Crossing the Digital Rubicon - Harvey Neve
Crossing the Digital Rubicon - Harvey NeveCrossing the Digital Rubicon - Harvey Neve
Crossing the Digital Rubicon - Harvey Neve
 
How Can PMs Ensure Privacy in Products by Nike Product Leader
How Can PMs Ensure Privacy in Products by Nike Product LeaderHow Can PMs Ensure Privacy in Products by Nike Product Leader
How Can PMs Ensure Privacy in Products by Nike Product Leader
 
What is digital what is transformation
What is digital what is transformationWhat is digital what is transformation
What is digital what is transformation
 
How to Speak "Manager"
How to Speak "Manager"How to Speak "Manager"
How to Speak "Manager"
 
SLA to XLA Workshop, Edinburgh 2019
SLA to XLA Workshop, Edinburgh 2019SLA to XLA Workshop, Edinburgh 2019
SLA to XLA Workshop, Edinburgh 2019
 
DIGIT Leader Summit 2017
DIGIT Leader Summit 2017DIGIT Leader Summit 2017
DIGIT Leader Summit 2017
 
Crossing the Chasm - From Agile to Business Agility
Crossing the Chasm - From Agile to Business AgilityCrossing the Chasm - From Agile to Business Agility
Crossing the Chasm - From Agile to Business Agility
 
5 Critical Steps for Selling Managed Services - Adam Harris
5 Critical Steps for Selling Managed Services - Adam Harris 5 Critical Steps for Selling Managed Services - Adam Harris
5 Critical Steps for Selling Managed Services - Adam Harris
 
Getting IT Right !
Getting IT Right !Getting IT Right !
Getting IT Right !
 
2016-03-10 Benjamin Taylor - RedQuadrant service design in government v1.0BT
2016-03-10 Benjamin Taylor - RedQuadrant service design in government v1.0BT2016-03-10 Benjamin Taylor - RedQuadrant service design in government v1.0BT
2016-03-10 Benjamin Taylor - RedQuadrant service design in government v1.0BT
 
Aitec Managed Service PPT v1.
Aitec Managed Service PPT v1.Aitec Managed Service PPT v1.
Aitec Managed Service PPT v1.
 
What IT Managers can Learn from Tech Startup Culture
What IT Managers can Learn from Tech Startup CultureWhat IT Managers can Learn from Tech Startup Culture
What IT Managers can Learn from Tech Startup Culture
 
After 15 Years and 1000 Buyers What Matters Anymore in Value Propositions and...
After 15 Years and 1000 Buyers What Matters Anymore in Value Propositions and...After 15 Years and 1000 Buyers What Matters Anymore in Value Propositions and...
After 15 Years and 1000 Buyers What Matters Anymore in Value Propositions and...
 
Status Quo or Status Whoa? with Brad Utterback, an ITSM Academy Webinar
Status Quo or Status Whoa? with Brad Utterback, an ITSM Academy WebinarStatus Quo or Status Whoa? with Brad Utterback, an ITSM Academy Webinar
Status Quo or Status Whoa? with Brad Utterback, an ITSM Academy Webinar
 
Startup Development Process; Issues to consider when building your startup
Startup Development Process; Issues to consider when building your startupStartup Development Process; Issues to consider when building your startup
Startup Development Process; Issues to consider when building your startup
 
Optimizing Your Candidate Experience
Optimizing Your Candidate ExperienceOptimizing Your Candidate Experience
Optimizing Your Candidate Experience
 

More from itSMF UK

Nicola Reeves and John McDermott: Value Creation in a Hybrid World
Nicola Reeves and John McDermott: Value Creation in a Hybrid WorldNicola Reeves and John McDermott: Value Creation in a Hybrid World
Nicola Reeves and John McDermott: Value Creation in a Hybrid World
itSMF UK
 
Gary Gamp: The 21st Century Service Manager
Gary Gamp: The 21st Century Service ManagerGary Gamp: The 21st Century Service Manager
Gary Gamp: The 21st Century Service Manager
itSMF UK
 
Martin Huddleston: No Service Management, No Security
Martin Huddleston: No Service Management, No SecurityMartin Huddleston: No Service Management, No Security
Martin Huddleston: No Service Management, No Security
itSMF UK
 
Rebecca Ulyatt: People Power – Crack the Code, One Conversation at a Time
Rebecca Ulyatt: People Power – Crack the Code, One Conversation at a TimeRebecca Ulyatt: People Power – Crack the Code, One Conversation at a Time
Rebecca Ulyatt: People Power – Crack the Code, One Conversation at a Time
itSMF UK
 
Chris Bryan: Continuous Service Improvement in a SIAM Environment
Chris Bryan: Continuous Service Improvement in a SIAM EnvironmentChris Bryan: Continuous Service Improvement in a SIAM Environment
Chris Bryan: Continuous Service Improvement in a SIAM Environment
itSMF UK
 
Johann Diaz: The New Management of Service – Joining Up the Enterprise
Johann Diaz: The New Management of Service – Joining Up the EnterpriseJohann Diaz: The New Management of Service – Joining Up the Enterprise
Johann Diaz: The New Management of Service – Joining Up the Enterprise
itSMF UK
 
David D'Agostino and Tony Price: Kicking the KPI Habit
David D'Agostino and Tony Price: Kicking the KPI HabitDavid D'Agostino and Tony Price: Kicking the KPI Habit
David D'Agostino and Tony Price: Kicking the KPI Habit
itSMF UK
 
Peter Hubbard: Don't Get Stuck in a Silo – Going Digital isn't Transformation
Peter Hubbard: Don't Get Stuck in a Silo – Going Digital isn't TransformationPeter Hubbard: Don't Get Stuck in a Silo – Going Digital isn't Transformation
Peter Hubbard: Don't Get Stuck in a Silo – Going Digital isn't Transformation
itSMF UK
 
Simone Jo Moore: Machine Humanity
Simone Jo Moore: Machine HumanitySimone Jo Moore: Machine Humanity
Simone Jo Moore: Machine Humanity
itSMF UK
 
Hayley Butler and Spenser Arnold: Agile Service Management
Hayley Butler and Spenser Arnold: Agile Service ManagementHayley Butler and Spenser Arnold: Agile Service Management
Hayley Butler and Spenser Arnold: Agile Service Management
itSMF UK
 
Network Rail: Intelligent Infrastructure
Network Rail: Intelligent InfrastructureNetwork Rail: Intelligent Infrastructure
Network Rail: Intelligent Infrastructure
itSMF UK
 
Lynda Cooper: ISO/IEC 20000 - The Launch of the Revised Standard
Lynda Cooper: ISO/IEC 20000 - The Launch of the Revised StandardLynda Cooper: ISO/IEC 20000 - The Launch of the Revised Standard
Lynda Cooper: ISO/IEC 20000 - The Launch of the Revised Standard
itSMF UK
 
Owen Appleton: FitSM
Owen Appleton: FitSMOwen Appleton: FitSM
Owen Appleton: FitSM
itSMF UK
 
Andrew Vermes: Major Incident Management
Andrew Vermes: Major Incident ManagementAndrew Vermes: Major Incident Management
Andrew Vermes: Major Incident Management
itSMF UK
 
Akshay Anand: The Future is Built on ITIL – Get Ready for ITIL 4
Akshay Anand: The Future is Built on ITIL – Get Ready for ITIL 4Akshay Anand: The Future is Built on ITIL – Get Ready for ITIL 4
Akshay Anand: The Future is Built on ITIL – Get Ready for ITIL 4
itSMF UK
 
Sanjeev NC: 5 Game Techniques to Immediately Apply in Your Service Desk
Sanjeev NC: 5 Game Techniques to Immediately Apply in Your Service DeskSanjeev NC: 5 Game Techniques to Immediately Apply in Your Service Desk
Sanjeev NC: 5 Game Techniques to Immediately Apply in Your Service Desk
itSMF UK
 
Alice Doyne: Service Design Meets Service
Alice Doyne: Service Design Meets ServiceAlice Doyne: Service Design Meets Service
Alice Doyne: Service Design Meets Service
itSMF UK
 
Jon Terry: Respect for People Lean's Neglected Pillar
Jon Terry: Respect for People Lean's Neglected PillarJon Terry: Respect for People Lean's Neglected Pillar
Jon Terry: Respect for People Lean's Neglected Pillar
itSMF UK
 
Scarlett Bayes: Analyst 2.0
Scarlett Bayes: Analyst 2.0Scarlett Bayes: Analyst 2.0
Scarlett Bayes: Analyst 2.0
itSMF UK
 
Richard Oliver: Tested, Ready, and Able
Richard Oliver: Tested, Ready, and AbleRichard Oliver: Tested, Ready, and Able
Richard Oliver: Tested, Ready, and Able
itSMF UK
 

More from itSMF UK (20)

Nicola Reeves and John McDermott: Value Creation in a Hybrid World
Nicola Reeves and John McDermott: Value Creation in a Hybrid WorldNicola Reeves and John McDermott: Value Creation in a Hybrid World
Nicola Reeves and John McDermott: Value Creation in a Hybrid World
 
Gary Gamp: The 21st Century Service Manager
Gary Gamp: The 21st Century Service ManagerGary Gamp: The 21st Century Service Manager
Gary Gamp: The 21st Century Service Manager
 
Martin Huddleston: No Service Management, No Security
Martin Huddleston: No Service Management, No SecurityMartin Huddleston: No Service Management, No Security
Martin Huddleston: No Service Management, No Security
 
Rebecca Ulyatt: People Power – Crack the Code, One Conversation at a Time
Rebecca Ulyatt: People Power – Crack the Code, One Conversation at a TimeRebecca Ulyatt: People Power – Crack the Code, One Conversation at a Time
Rebecca Ulyatt: People Power – Crack the Code, One Conversation at a Time
 
Chris Bryan: Continuous Service Improvement in a SIAM Environment
Chris Bryan: Continuous Service Improvement in a SIAM EnvironmentChris Bryan: Continuous Service Improvement in a SIAM Environment
Chris Bryan: Continuous Service Improvement in a SIAM Environment
 
Johann Diaz: The New Management of Service – Joining Up the Enterprise
Johann Diaz: The New Management of Service – Joining Up the EnterpriseJohann Diaz: The New Management of Service – Joining Up the Enterprise
Johann Diaz: The New Management of Service – Joining Up the Enterprise
 
David D'Agostino and Tony Price: Kicking the KPI Habit
David D'Agostino and Tony Price: Kicking the KPI HabitDavid D'Agostino and Tony Price: Kicking the KPI Habit
David D'Agostino and Tony Price: Kicking the KPI Habit
 
Peter Hubbard: Don't Get Stuck in a Silo – Going Digital isn't Transformation
Peter Hubbard: Don't Get Stuck in a Silo – Going Digital isn't TransformationPeter Hubbard: Don't Get Stuck in a Silo – Going Digital isn't Transformation
Peter Hubbard: Don't Get Stuck in a Silo – Going Digital isn't Transformation
 
Simone Jo Moore: Machine Humanity
Simone Jo Moore: Machine HumanitySimone Jo Moore: Machine Humanity
Simone Jo Moore: Machine Humanity
 
Hayley Butler and Spenser Arnold: Agile Service Management
Hayley Butler and Spenser Arnold: Agile Service ManagementHayley Butler and Spenser Arnold: Agile Service Management
Hayley Butler and Spenser Arnold: Agile Service Management
 
Network Rail: Intelligent Infrastructure
Network Rail: Intelligent InfrastructureNetwork Rail: Intelligent Infrastructure
Network Rail: Intelligent Infrastructure
 
Lynda Cooper: ISO/IEC 20000 - The Launch of the Revised Standard
Lynda Cooper: ISO/IEC 20000 - The Launch of the Revised StandardLynda Cooper: ISO/IEC 20000 - The Launch of the Revised Standard
Lynda Cooper: ISO/IEC 20000 - The Launch of the Revised Standard
 
Owen Appleton: FitSM
Owen Appleton: FitSMOwen Appleton: FitSM
Owen Appleton: FitSM
 
Andrew Vermes: Major Incident Management
Andrew Vermes: Major Incident ManagementAndrew Vermes: Major Incident Management
Andrew Vermes: Major Incident Management
 
Akshay Anand: The Future is Built on ITIL – Get Ready for ITIL 4
Akshay Anand: The Future is Built on ITIL – Get Ready for ITIL 4Akshay Anand: The Future is Built on ITIL – Get Ready for ITIL 4
Akshay Anand: The Future is Built on ITIL – Get Ready for ITIL 4
 
Sanjeev NC: 5 Game Techniques to Immediately Apply in Your Service Desk
Sanjeev NC: 5 Game Techniques to Immediately Apply in Your Service DeskSanjeev NC: 5 Game Techniques to Immediately Apply in Your Service Desk
Sanjeev NC: 5 Game Techniques to Immediately Apply in Your Service Desk
 
Alice Doyne: Service Design Meets Service
Alice Doyne: Service Design Meets ServiceAlice Doyne: Service Design Meets Service
Alice Doyne: Service Design Meets Service
 
Jon Terry: Respect for People Lean's Neglected Pillar
Jon Terry: Respect for People Lean's Neglected PillarJon Terry: Respect for People Lean's Neglected Pillar
Jon Terry: Respect for People Lean's Neglected Pillar
 
Scarlett Bayes: Analyst 2.0
Scarlett Bayes: Analyst 2.0Scarlett Bayes: Analyst 2.0
Scarlett Bayes: Analyst 2.0
 
Richard Oliver: Tested, Ready, and Able
Richard Oliver: Tested, Ready, and AbleRichard Oliver: Tested, Ready, and Able
Richard Oliver: Tested, Ready, and Able
 

Recently uploaded

Item # 10 -- Historical Presv. Districts
Item # 10 -- Historical Presv. DistrictsItem # 10 -- Historical Presv. Districts
Item # 10 -- Historical Presv. Districts
ahcitycouncil
 
Indira awas yojana housing scheme renamed as PMAY
Indira awas yojana housing scheme renamed as PMAYIndira awas yojana housing scheme renamed as PMAY
Indira awas yojana housing scheme renamed as PMAY
narinav14
 
加急办理华威大学毕业证硕士文凭证书原版一模一样
加急办理华威大学毕业证硕士文凭证书原版一模一样加急办理华威大学毕业证硕士文凭证书原版一模一样
加急办理华威大学毕业证硕士文凭证书原版一模一样
uu1psyf6
 
PUBLIC FINANCIAL MANAGEMENT SYSTEM (PFMS) and DBT.pptx
PUBLIC FINANCIAL MANAGEMENT SYSTEM (PFMS) and DBT.pptxPUBLIC FINANCIAL MANAGEMENT SYSTEM (PFMS) and DBT.pptx
PUBLIC FINANCIAL MANAGEMENT SYSTEM (PFMS) and DBT.pptx
Marked12
 
2024: The FAR - Federal Acquisition Regulations, Part 40
2024: The FAR - Federal Acquisition Regulations, Part 402024: The FAR - Federal Acquisition Regulations, Part 40
2024: The FAR - Federal Acquisition Regulations, Part 40
JSchaus & Associates
 
PPT Item # 5 - 318 Tuxedo Ave. (sign. review)
PPT Item # 5 - 318 Tuxedo Ave. (sign. review)PPT Item # 5 - 318 Tuxedo Ave. (sign. review)
PPT Item # 5 - 318 Tuxedo Ave. (sign. review)
ahcitycouncil
 
PPT Item # 4 - 434 College Blvd. (sign. review)
PPT Item # 4 - 434 College Blvd. (sign. review)PPT Item # 4 - 434 College Blvd. (sign. review)
PPT Item # 4 - 434 College Blvd. (sign. review)
ahcitycouncil
 
IEA World Energy Investment June 2024- Statistics
IEA World Energy Investment June 2024- StatisticsIEA World Energy Investment June 2024- Statistics
IEA World Energy Investment June 2024- Statistics
Energy for One World
 
2024: The FAR - Federal Acquisition Regulations, Part 41
2024: The FAR - Federal Acquisition Regulations, Part 412024: The FAR - Federal Acquisition Regulations, Part 41
2024: The FAR - Federal Acquisition Regulations, Part 41
JSchaus & Associates
 
RFP for Reno's Community Assistance Center
RFP for Reno's Community Assistance CenterRFP for Reno's Community Assistance Center
RFP for Reno's Community Assistance Center
This Is Reno
 
G7 Apulia Leaders Communique, 14th June 2024
G7 Apulia Leaders Communique, 14th June 2024G7 Apulia Leaders Communique, 14th June 2024
G7 Apulia Leaders Communique, 14th June 2024
Energy for One World
 
原版制作(Hope毕业证书)利物浦霍普大学毕业证文凭证书一模一样
原版制作(Hope毕业证书)利物浦霍普大学毕业证文凭证书一模一样原版制作(Hope毕业证书)利物浦霍普大学毕业证文凭证书一模一样
原版制作(Hope毕业证书)利物浦霍普大学毕业证文凭证书一模一样
ii2sh2v
 
Item #s 8&9 -- Demolition Code Amendment
Item #s 8&9 -- Demolition Code AmendmentItem #s 8&9 -- Demolition Code Amendment
Item #s 8&9 -- Demolition Code Amendment
ahcitycouncil
 
快速办理(Bristol毕业证书)布里斯托大学毕业证Offer一模一样
快速办理(Bristol毕业证书)布里斯托大学毕业证Offer一模一样快速办理(Bristol毕业证书)布里斯托大学毕业证Offer一模一样
快速办理(Bristol毕业证书)布里斯托大学毕业证Offer一模一样
3woawyyl
 
Milton Keynes Hospital Charity - A guide to leaving a gift in your Will
Milton Keynes Hospital Charity - A guide to leaving a gift in your WillMilton Keynes Hospital Charity - A guide to leaving a gift in your Will
Milton Keynes Hospital Charity - A guide to leaving a gift in your Will
fundraising4
 
原版制作(DPU毕业证书)德保罗大学毕业证Offer一模一样
原版制作(DPU毕业证书)德保罗大学毕业证Offer一模一样原版制作(DPU毕业证书)德保罗大学毕业证Offer一模一样
原版制作(DPU毕业证书)德保罗大学毕业证Offer一模一样
yemqpj
 
Border towns and spaces of (in)visibility.pdf
Border towns and spaces of (in)visibility.pdfBorder towns and spaces of (in)visibility.pdf
Border towns and spaces of (in)visibility.pdf
Scalabrini Institute for Human Mobility in Africa
 
Practical guide for the celebration of World Environment Day on june 5th.
Practical guide for the  celebration of World Environment Day on  june 5th.Practical guide for the  celebration of World Environment Day on  june 5th.
Practical guide for the celebration of World Environment Day on june 5th.
Christina Parmionova
 
快速办理(UVM毕业证书)佛蒙特大学毕业证学位证一模一样
快速办理(UVM毕业证书)佛蒙特大学毕业证学位证一模一样快速办理(UVM毕业证书)佛蒙特大学毕业证学位证一模一样
快速办理(UVM毕业证书)佛蒙特大学毕业证学位证一模一样
yemqpj
 
AHMR volume 10 number 1 January-April 2024
AHMR volume 10 number 1 January-April 2024AHMR volume 10 number 1 January-April 2024
AHMR volume 10 number 1 January-April 2024
Scalabrini Institute for Human Mobility in Africa
 

Recently uploaded (20)

Item # 10 -- Historical Presv. Districts
Item # 10 -- Historical Presv. DistrictsItem # 10 -- Historical Presv. Districts
Item # 10 -- Historical Presv. Districts
 
Indira awas yojana housing scheme renamed as PMAY
Indira awas yojana housing scheme renamed as PMAYIndira awas yojana housing scheme renamed as PMAY
Indira awas yojana housing scheme renamed as PMAY
 
加急办理华威大学毕业证硕士文凭证书原版一模一样
加急办理华威大学毕业证硕士文凭证书原版一模一样加急办理华威大学毕业证硕士文凭证书原版一模一样
加急办理华威大学毕业证硕士文凭证书原版一模一样
 
PUBLIC FINANCIAL MANAGEMENT SYSTEM (PFMS) and DBT.pptx
PUBLIC FINANCIAL MANAGEMENT SYSTEM (PFMS) and DBT.pptxPUBLIC FINANCIAL MANAGEMENT SYSTEM (PFMS) and DBT.pptx
PUBLIC FINANCIAL MANAGEMENT SYSTEM (PFMS) and DBT.pptx
 
2024: The FAR - Federal Acquisition Regulations, Part 40
2024: The FAR - Federal Acquisition Regulations, Part 402024: The FAR - Federal Acquisition Regulations, Part 40
2024: The FAR - Federal Acquisition Regulations, Part 40
 
PPT Item # 5 - 318 Tuxedo Ave. (sign. review)
PPT Item # 5 - 318 Tuxedo Ave. (sign. review)PPT Item # 5 - 318 Tuxedo Ave. (sign. review)
PPT Item # 5 - 318 Tuxedo Ave. (sign. review)
 
PPT Item # 4 - 434 College Blvd. (sign. review)
PPT Item # 4 - 434 College Blvd. (sign. review)PPT Item # 4 - 434 College Blvd. (sign. review)
PPT Item # 4 - 434 College Blvd. (sign. review)
 
IEA World Energy Investment June 2024- Statistics
IEA World Energy Investment June 2024- StatisticsIEA World Energy Investment June 2024- Statistics
IEA World Energy Investment June 2024- Statistics
 
2024: The FAR - Federal Acquisition Regulations, Part 41
2024: The FAR - Federal Acquisition Regulations, Part 412024: The FAR - Federal Acquisition Regulations, Part 41
2024: The FAR - Federal Acquisition Regulations, Part 41
 
RFP for Reno's Community Assistance Center
RFP for Reno's Community Assistance CenterRFP for Reno's Community Assistance Center
RFP for Reno's Community Assistance Center
 
G7 Apulia Leaders Communique, 14th June 2024
G7 Apulia Leaders Communique, 14th June 2024G7 Apulia Leaders Communique, 14th June 2024
G7 Apulia Leaders Communique, 14th June 2024
 
原版制作(Hope毕业证书)利物浦霍普大学毕业证文凭证书一模一样
原版制作(Hope毕业证书)利物浦霍普大学毕业证文凭证书一模一样原版制作(Hope毕业证书)利物浦霍普大学毕业证文凭证书一模一样
原版制作(Hope毕业证书)利物浦霍普大学毕业证文凭证书一模一样
 
Item #s 8&9 -- Demolition Code Amendment
Item #s 8&9 -- Demolition Code AmendmentItem #s 8&9 -- Demolition Code Amendment
Item #s 8&9 -- Demolition Code Amendment
 
快速办理(Bristol毕业证书)布里斯托大学毕业证Offer一模一样
快速办理(Bristol毕业证书)布里斯托大学毕业证Offer一模一样快速办理(Bristol毕业证书)布里斯托大学毕业证Offer一模一样
快速办理(Bristol毕业证书)布里斯托大学毕业证Offer一模一样
 
Milton Keynes Hospital Charity - A guide to leaving a gift in your Will
Milton Keynes Hospital Charity - A guide to leaving a gift in your WillMilton Keynes Hospital Charity - A guide to leaving a gift in your Will
Milton Keynes Hospital Charity - A guide to leaving a gift in your Will
 
原版制作(DPU毕业证书)德保罗大学毕业证Offer一模一样
原版制作(DPU毕业证书)德保罗大学毕业证Offer一模一样原版制作(DPU毕业证书)德保罗大学毕业证Offer一模一样
原版制作(DPU毕业证书)德保罗大学毕业证Offer一模一样
 
Border towns and spaces of (in)visibility.pdf
Border towns and spaces of (in)visibility.pdfBorder towns and spaces of (in)visibility.pdf
Border towns and spaces of (in)visibility.pdf
 
Practical guide for the celebration of World Environment Day on june 5th.
Practical guide for the  celebration of World Environment Day on  june 5th.Practical guide for the  celebration of World Environment Day on  june 5th.
Practical guide for the celebration of World Environment Day on june 5th.
 
快速办理(UVM毕业证书)佛蒙特大学毕业证学位证一模一样
快速办理(UVM毕业证书)佛蒙特大学毕业证学位证一模一样快速办理(UVM毕业证书)佛蒙特大学毕业证学位证一模一样
快速办理(UVM毕业证书)佛蒙特大学毕业证学位证一模一样
 
AHMR volume 10 number 1 January-April 2024
AHMR volume 10 number 1 January-April 2024AHMR volume 10 number 1 January-April 2024
AHMR volume 10 number 1 January-April 2024
 

Ivor Macfarlane - Will we ever learn? People, perception and involvement matter

  • 1. Will We Ever Learn? People, Perception and Involvement Matter Ivor Macfarlane
  • 2. Why I should be irrelevant by now • Any good ideas I had should have been accepted a while back • And the other ideas rejected and binned • So let’s see …
  • 3. People, Process and Technology Technology • Hell yeah! Technology, Process and People Processes • Pretty good! People • Oops! • Versions and speed
  • 4. Get them out and dust them off Miami 2004 Birmingham 2006
  • 5. Business perspective • Part of the bridge between technology and business • Need ALL of a bridge to get across • Seamless roadway
  • 6. Who are we talking about? •Us & Them? •Teams aren’t homogenous •‘Internal teams’ should be a concern
  • 8. What are we really saying? •Service provider needs empathy for customer •Customers don’t need to understand delivery mechanism •Customers will see things differently – Vital business functions – Dynamic criticality – Iced buns
  • 9. What does the business need to understand •Don’t have to be an expert to have a view on the service provider •Sports pundits (aren’t we all?) •Buttered thumbs
  • 10. Magic cupboard “Any suitably advanced technology is indistinguishable from magic” Arthur C Clarke
  • 11. Is this still an issue for anyone? • We do see some progress • Don't hear “If they understood IT properly it’d work” so often • Instead we grumble about shadow IT, because they DO understand • People haven’t changed - and they won’t anytime soon • Not consistent • Constant maintenance • More service management than service creation
  • 12. Customers want us to be useful • What does useful mean? • Outcomes more than outputs • Who are we? • Who are we useful to? • When to judge? Customers (should) want us to be useful
  • 13. Useful to whom? 13 Society Shareholders Fat controller Driver Society Company CIO Ourselves Where do the passengers fit in?
  • 14. Hierarchy vs when to judge 14 Rich and famous Masters High school Read and write Business supported Service runs Components available Suppliers deliver Recording contract Live in van on the road Skip school play guitar
  • 15. Change management example What would help the business most More changes implemented Higher success rate Focused to critical services Implemented faster Focus on safety and stability? Won’t know unless you look 15
  • 16. And now in 2017 • Everything’s been solved by • Cloud • Devops • Digital Transformation • Shadow IT • Survey monkey?
  • 17. Can success be visible? • Results or glory? • Invisibility is good • Prevention over cure
  • 18. Messages - take them away if you like them • Understanding requirements requires understanding people • Communication needs more than language • Patience, skill and • don’t expect to be thanked when you get it right • Do expect to be blamed when you get it wrong • None of this is easy • It doesn’t stay right for long
  • 19. ITSMF UK Premier Gate, Easthampstead Road, Bracknell, RG12 1JS, United Kingdom Tel: +44 (0) 118 918 6500 | Web: www.itsmf.co.uk