To improve IT agility and value, we must change the way we work. Getting closer to customers is hard enough when you’re in the same building, but is tougher still when working across different borders and cultures. Collaboration technologies could provide the answer, but before you consider adoption, this session will help you ask the right questions.

1. Collaboration is
the future of
Business IT
Patrick Bolger
Chief Evangelist, Hornbill Service Management
@patb0512
SITS - June 4, 2015

2. HOW DID THIS HAPPEN?

3. OUR CUSTOMER’S NEEDS HAVE CHANGED
1980
Infrastructure
1990
Information
2000
Individuals
2010
Interactions
2020
????

4. WE ARE NOT EVOLVING FAST ENOUGH
Source: https://www.gartner.com/doc/2667122/guide-io-leaders-access-gartners
“The numbers reveal some interesting trends, including a normalization of the
average maturity score in the 2.3 +/-.05 range over the last three years.”

5. WE HAVE TO CHANGE OUR THINKING

6. Transition Planning and
Support
Change Management
Service Asset & Config.
Management
Release & Deployment
Management
Service Validation &
Testing
Change Evaluation
Knowledge Management
Service Transition
Event Management
Incident Management
Request Fulfilment
Problem Management
Access Management
Operational Activities in
other Lifecycle Phases
Service Desk
Technical Management
IT Operations
Management
Service
Operation
Service Catalog
Management
Availability Management
Capacity Management
IT Service Continuity
Management
Information Security
Management
Supplier Management
Service Design
Continual Service
Improvement
Financial Management
Service Portfolio
Management
Demand Management
Service Strategy
Strategy Management
Service Improvement
Design Coordination
Service Level
Management
Application Management
Business Relationship
Management
IT’S JUST GUIDANCE – ADOPT, ADAPT, IMPROVE
Requirements Engineering
Data & Information Mgmt
Service Measurement
Service Reporting

7. No ITIL
ITIL V2
ITIL v3/2011
MORE FUNCTIONALITY WILL NOT SOLVE YOUR PROBLEMS
Helpdesk
Service
Desk
ITSM Tool

8. TECHNOLOGY MUST DELIVER NEW VALUE
"Technology is creating
the value differentiation in
every industry with the
digitization of product and
service delivery. The
convergence of consumer
and corporate capabilities
has forced companies
across industries to
leverage technology to
extend or provide new
ways of delivering value to
their customers.”
Tom Archer, PwC

9. THE RULES OF BUSINESS HAVE CHANGED
Steve Jobs
Mark Zuckerberg
Larry Page
Jeff Bezos
1977 (2001) 2004 1998 1994
$ 717Bn $ 215Bn $ 365Bn $ 174Bn

10. Web 1.0
Web 2.0
Web 3.0
EVOLUTION OF THE WEB
WWW
SOCIAL
SEMANTIC
INTELLIGENT

11. SOCIAL MEDIA AND THE REPUTATION ECONOMY
Selling Connecting
Hard to reach Available
everywhere
Large
Campaigns
Small Acts
Controlling
the message
Transparency
Image source: http://www.mashable.com Mark Smiciklas, Intersection Consulting

12. NEW MANAGEMENT IMPERATIVES
Sales & Marketing
Distribution
Integration
Training
Support
John Seddon - Re-thinking IT Video http://vimeo.com/19122939

13. NEW CORPORATE STRUCTURES & VALUES
Organisation-centric People-centric
Top-Down Hierarchies Networks & Relationships
Command & Control Trust
Departmental Objectives Organisational Goals
Hoarding Knowledge Sharing Insights
Email Collaboration
On-Premise Cloud & Mobile

14. NEW BUSINESS (AND IT) CHALLENGES
Disruptive
Innovation
Cost &
Complexity
Regional
Differences
Data
Explosion
IP & Data
Protection
ConvergenceConsumerisation
Social
Media
Regulatory
Landscape
Customer
Experience

15. 21ST CENTURY IT – SHAPED BY FIVE MAJOR TRENDS
• Any device, anywhere, any time
• Always on
• Elastic capacity
• Virtually unlimited storage
• Low-cost subscription models
• Click to install
• Drag and drop design
• Loosely coupled integration
• Continuous deployment
• Intuitive User Interface
• Rich media
• Dynamic content
• Transient / Tacit Knowledge
• Collaborative by design
Image source: http://www.zdnet.com/blog/hinchcliffe/

16. COLLABORATION
collaboration
kəlabəˈreɪʃn/
intr.v. col·lab·o·rat·ed, col·lab·o·rat·ing,
col·lab·o·rates
noun: collaboration;
1. the action of working jointly on an activity, project or goal.

17. THE COLLABORATORS ADVANTAGE
http://blogs.aberdeen.com/communications/esc-the-collaborators-advantage/
Year-over-year performance improvement (Aberdeen Group)
Potential to raise the productivity of the high-skill knowledge
workers by 20 to 25% (McKinsey & Company)

18. Timely access to
business critical
information
Identification of
subject-matter
experts
Access from
mobile devices
On-time project
delivery
Fostering of
innovation
EFFECTIVENESS OF ENTERPRISE COLLABORATION
http://blogs.aberdeen.com/communications/esc-the-collaborators-advantage/

19. Consumer/social technology concepts inside the walls of the enterprise
Simple to deploy, configure, and always up to date
Intuitive as the social tools we use at home
ENTERPRISE COLLABORATION – WHAT IT IS, AND WHY IT’S HOT

20. Consumer/social technology concepts inside the walls of the enterprise
Simple to deploy, configure, and always up to date
Intuitive as the social tools we use at home
Rich user profiles, activity streams and peer ratings
ENTERPRISE COLLABORATION – WHAT IT IS, AND WHY IT’S HOT

21. Consumer/social technology concepts inside the walls of the enterprise
Simple to deploy, configure, and always up to date
Intuitive as the social tools we use at home
Rich user profiles, activity streams and peer ratings
Overcome language, time zone and cultural barriers
ENTERPRISE COLLABORATION – WHAT IT IS, AND WHY IT’S HOT

22. Consumer/social technology concepts inside the walls of the enterprise
Simple to deploy, configure, and always up to date
Intuitive as the social tools we use at home
Rich user profiles, activity streams and peer ratings
Overcome language, time zone and cultural barriers
Peer-to-peer support
Ask questions, share documents, promote useful content
Capture ideas, knowledge & expertise from conversation
ENTERPRISE COLLABORATION – WHAT IT IS, AND WHY IT’S HOT

23. Consumer/social technology concepts inside the walls of the enterprise
Simple to deploy, configure, and always up to date
Intuitive as the social tools we use at home
Rich user profiles, activity streams and peer ratings
Overcome language, time zone and cultural barriers
Peer-to-peer support
Ask questions, share documents, promote useful content
Capture ideas, knowledge & expertise from conversation
Any time, anywhere, on any device
ENTERPRISE COLLABORATION – WHAT IT IS, AND WHY IT’S HOT

24. Consumer/social technology concepts inside the walls of the enterprise
Simple to deploy, configure, and always up to date
Intuitive as the social tools we use at home
Rich user profiles, activity streams and peer ratings
Overcome language, time zone and cultural barriers
Peer-to-peer support
Ask questions, share documents, promote useful content
Capture ideas, knowledge & expertise from conversation
Any time, anywhere, on any device
Diverse teams working to common enterprise goals
ENTERPRISE COLLABORATION – WHAT IT IS, AND WHY IT’S HOT

25. Invited vs. told to use
Control of content
Reasons to participate
Reward for participation
Specific vs. generic apps
Comfort zones & fear factor
ENTERPRISE VS. SOCIAL NETWORKS - DON’T EXPECT ADDICTION

26. Don’t think collaboration technology, think business solution
Start with a small pilot group - users & key influencers
Define the purpose of collaboration
Populate with rich and useful content
Lead by example (share Knowledge, documents, ideas…)
Encourage & reinforce good practice to avoid slipping back into
old ways (collaboration vs. email)
Ask active users to share their experiences
Business / productivity apps increase stickiness
Provide sufficient communication, training and support
Be patient & persistent
PROMOTING ADOPTION & MAKING IT STICK

27. Get serious about collaboration
IT’s future depends on understanding and sharing common goals
Deploy technology for business benefit first (IT benefit second)
Don’t say “we’re customer focused” act like it
Make IT happen at your organisation
Start by accepting personal responsibility
Step outside your silo and the walls of your comfort zone
Motivate, stimulate and inspire desired behaviours
MAKE IT HAPPEN
“If you don’t like change, you’re going to like irrelevancy even less.”
Eric Shinseki, former US Army Chief of Staff

28. LEGITIMATE COMPETITION

29. WITH CHANGE COMES OPPORTUNITY

30. IT’S YOUR SHIP
“Show me an
organization in
which employees
take ownership, and
I will show you one
that beats its
competitors.”
“If your bosses see
you lifting burdens
off their shoulders,
and they find out
they can trust you,
they stay out of
your face. And that
gives you the
freedom you need
to operate
independently and
improve your
ship.”
“I found that the
more people knew
what the goals
were, the better
buy-in I got—and
the better results
we achieved
together.”

31. IT’S BETTER WHEN YOU’RE IN IT TOGETHER

32. Thank you for attending this
session.
Patrick Bolger
Chief Evangelist
patrick.bolger@hornbill.com
@patb0512