SlideShare a Scribd company logo
Business Focus and Process
Maturity in 2017
What the Research Says
Who Cares About Alignment?
“The fact that Business and IT-alignment has
been a top issue for the last 15 years clearly
shows that current approaches to closing the
gap aren’t working.”
Paul Wilkinson, Sept. 2017
Alignment Before Convergence
Pixabay
Go Ahead – Rate Yourself
Source: HDI State of IT
What Does “Alignment” Mean?
• IT goals are oriented around business outcomes
• IT success measures are aligned with business outcomes
• IT goals are shared with business partners
• Results are reported to business partners, senior management
• Priority of IT projects is set by business management
Maturity and Alignment
Source: HDI State of IT
Characteristics of High Maturity
• 70% measure cost (vs. 46% of low maturity)
• 34% measure revenue generation tied to IT projects
(vs. 16% of low maturity)
Source: HDI State of IT
The Bad News
• 13% of organizations track interrupted user
minutes; 17% track cost of downtime.
• The associated costs of reactivity, such as lost
time, are not being tracked.
• 43% of organizations have project priorities set
by IT directors and managers
Source: HDI State of IT
IT Stability
The number of incidents was reported as trending
downwards in
• 44% of the overall sample
• 23% of self-ranked low maturity
• 52% of self-ranked high maturity
Source: HDI State of IT
We really need to…
Stop saying “the business.”
Action Items
• Let business partners set project priority
• Business units for dedicated projects
• Senior management for enterprise projects
• Measure business success
• Revenue
• Productivity
• Cost
Takeaways
• Don’t distrust what organizations tell you about
themselves; be skeptical but questions will bring
out the truth
• The path to maturity is through business
outcomes
• Alignment can break the trail to convergence;
start where you are
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

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
 
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
 
Pink Elephant and Axios Systems Webinar: How to unlock service excellence wit...
Pink Elephant and Axios Systems Webinar: How to unlock service excellence wit...Pink Elephant and Axios Systems Webinar: How to unlock service excellence wit...
Pink Elephant and Axios Systems Webinar: How to unlock service excellence wit...
Axios Systems
 
Webinar: Enterprise Service Management 101
Webinar: Enterprise Service Management 101Webinar: Enterprise Service Management 101
Webinar: Enterprise Service Management 101
Axios Systems
 
Modern Enterprise Service Management: Which Vendor is Right for Your Business?
Modern Enterprise Service Management: Which Vendor is Right for Your Business?Modern Enterprise Service Management: Which Vendor is Right for Your Business?
Modern Enterprise Service Management: Which Vendor is Right for Your Business?
EasyVista
 
TRU Snacks Webinar Series - How to Automate Finance Using Accounting Robots
TRU Snacks Webinar Series - How to Automate Finance Using Accounting RobotsTRU Snacks Webinar Series - How to Automate Finance Using Accounting Robots
TRU Snacks Webinar Series - How to Automate Finance Using Accounting Robots
Citrin Cooperman
 
Shadow IT - What is it, why it happens and how to resolve
Shadow IT - What is it, why it happens and how to resolveShadow IT - What is it, why it happens and how to resolve
Shadow IT - What is it, why it happens and how to resolve
Freshservice
 
TRU Snacks Webinar Series- Restructuring a Financially Distressed Company
TRU Snacks Webinar Series- Restructuring a Financially Distressed CompanyTRU Snacks Webinar Series- Restructuring a Financially Distressed Company
TRU Snacks Webinar Series- Restructuring a Financially Distressed Company
Citrin Cooperman
 
What is Enterprise Service Management and How You Can Get Started
What is Enterprise Service Management and How You Can Get StartedWhat is Enterprise Service Management and How You Can Get Started
What is Enterprise Service Management and How You Can Get Started
Cherwell Software
 
How to reduce unplanned work and increase customer value
How to reduce unplanned work and increase customer valueHow to reduce unplanned work and increase customer value
How to reduce unplanned work and increase customer value
Axios Systems
 
Three million users and counting: Managing digital employee experience
Three million users and counting: Managing digital employee experienceThree million users and counting: Managing digital employee experience
Three million users and counting: Managing digital employee experience
nexthink
 
Bizagi and Stone Coast Fund Services: How Centers of Excellence Speed Up Digi...
Bizagi and Stone Coast Fund Services: How Centers of Excellence Speed Up Digi...Bizagi and Stone Coast Fund Services: How Centers of Excellence Speed Up Digi...
Bizagi and Stone Coast Fund Services: How Centers of Excellence Speed Up Digi...
Bizagi
 
Ivor Macfarlane - Will we ever learn? People, perception and involvement matter
Ivor Macfarlane  - Will we ever learn? People, perception and involvement matterIvor Macfarlane  - Will we ever learn? People, perception and involvement matter
Ivor Macfarlane - Will we ever learn? People, perception and involvement matter
itSMF UK
 
My view on Lean IT
My view on Lean ITMy view on Lean IT
My view on Lean IT
Evgeny Nedelko
 
What’s your score? Using XLAs to quantify service experience
What’s your score? Using XLAs to quantify service experienceWhat’s your score? Using XLAs to quantify service experience
What’s your score? Using XLAs to quantify service experience
nexthink
 
Webinar: Improve your ITSM delivery with AI Chatbots
Webinar: Improve your ITSM delivery with AI ChatbotsWebinar: Improve your ITSM delivery with AI Chatbots
Webinar: Improve your ITSM delivery with AI Chatbots
Axios Systems
 
How To Choose The Right HR Software - 7 Steps To Success
How To Choose The Right HR Software - 7 Steps To SuccessHow To Choose The Right HR Software - 7 Steps To Success
How To Choose The Right HR Software - 7 Steps To Success
CoreHR
 
How to get a HR system in place fast.
How to get a HR system in place fast.How to get a HR system in place fast.
How to get a HR system in place fast.
CoreHR
 
From SLAs to XLAs | Shift to pro-active service delivery
From SLAs to XLAs | Shift to pro-active service deliveryFrom SLAs to XLAs | Shift to pro-active service delivery
From SLAs to XLAs | Shift to pro-active service delivery
nexthink
 
Four Essential Strategies for Digital Transformation
Four Essential Strategies for Digital TransformationFour Essential Strategies for Digital Transformation
Four Essential Strategies for Digital Transformation
Bizagi
 

What's hot (20)

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
 
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
 
Pink Elephant and Axios Systems Webinar: How to unlock service excellence wit...
Pink Elephant and Axios Systems Webinar: How to unlock service excellence wit...Pink Elephant and Axios Systems Webinar: How to unlock service excellence wit...
Pink Elephant and Axios Systems Webinar: How to unlock service excellence wit...
 
Webinar: Enterprise Service Management 101
Webinar: Enterprise Service Management 101Webinar: Enterprise Service Management 101
Webinar: Enterprise Service Management 101
 
Modern Enterprise Service Management: Which Vendor is Right for Your Business?
Modern Enterprise Service Management: Which Vendor is Right for Your Business?Modern Enterprise Service Management: Which Vendor is Right for Your Business?
Modern Enterprise Service Management: Which Vendor is Right for Your Business?
 
TRU Snacks Webinar Series - How to Automate Finance Using Accounting Robots
TRU Snacks Webinar Series - How to Automate Finance Using Accounting RobotsTRU Snacks Webinar Series - How to Automate Finance Using Accounting Robots
TRU Snacks Webinar Series - How to Automate Finance Using Accounting Robots
 
Shadow IT - What is it, why it happens and how to resolve
Shadow IT - What is it, why it happens and how to resolveShadow IT - What is it, why it happens and how to resolve
Shadow IT - What is it, why it happens and how to resolve
 
TRU Snacks Webinar Series- Restructuring a Financially Distressed Company
TRU Snacks Webinar Series- Restructuring a Financially Distressed CompanyTRU Snacks Webinar Series- Restructuring a Financially Distressed Company
TRU Snacks Webinar Series- Restructuring a Financially Distressed Company
 
What is Enterprise Service Management and How You Can Get Started
What is Enterprise Service Management and How You Can Get StartedWhat is Enterprise Service Management and How You Can Get Started
What is Enterprise Service Management and How You Can Get Started
 
How to reduce unplanned work and increase customer value
How to reduce unplanned work and increase customer valueHow to reduce unplanned work and increase customer value
How to reduce unplanned work and increase customer value
 
Three million users and counting: Managing digital employee experience
Three million users and counting: Managing digital employee experienceThree million users and counting: Managing digital employee experience
Three million users and counting: Managing digital employee experience
 
Bizagi and Stone Coast Fund Services: How Centers of Excellence Speed Up Digi...
Bizagi and Stone Coast Fund Services: How Centers of Excellence Speed Up Digi...Bizagi and Stone Coast Fund Services: How Centers of Excellence Speed Up Digi...
Bizagi and Stone Coast Fund Services: How Centers of Excellence Speed Up Digi...
 
Ivor Macfarlane - Will we ever learn? People, perception and involvement matter
Ivor Macfarlane  - Will we ever learn? People, perception and involvement matterIvor Macfarlane  - Will we ever learn? People, perception and involvement matter
Ivor Macfarlane - Will we ever learn? People, perception and involvement matter
 
My view on Lean IT
My view on Lean ITMy view on Lean IT
My view on Lean IT
 
What’s your score? Using XLAs to quantify service experience
What’s your score? Using XLAs to quantify service experienceWhat’s your score? Using XLAs to quantify service experience
What’s your score? Using XLAs to quantify service experience
 
Webinar: Improve your ITSM delivery with AI Chatbots
Webinar: Improve your ITSM delivery with AI ChatbotsWebinar: Improve your ITSM delivery with AI Chatbots
Webinar: Improve your ITSM delivery with AI Chatbots
 
How To Choose The Right HR Software - 7 Steps To Success
How To Choose The Right HR Software - 7 Steps To SuccessHow To Choose The Right HR Software - 7 Steps To Success
How To Choose The Right HR Software - 7 Steps To Success
 
How to get a HR system in place fast.
How to get a HR system in place fast.How to get a HR system in place fast.
How to get a HR system in place fast.
 
From SLAs to XLAs | Shift to pro-active service delivery
From SLAs to XLAs | Shift to pro-active service deliveryFrom SLAs to XLAs | Shift to pro-active service delivery
From SLAs to XLAs | Shift to pro-active service delivery
 
Four Essential Strategies for Digital Transformation
Four Essential Strategies for Digital TransformationFour Essential Strategies for Digital Transformation
Four Essential Strategies for Digital Transformation
 

Similar to Roy Atkinson - Closing keynote

Data and Findings - Accelerating IT Transformation with DATA
Data and Findings - Accelerating IT Transformation with DATAData and Findings - Accelerating IT Transformation with DATA
Data and Findings - Accelerating IT Transformation with DATA
Matt Mandich
 
IT Governance - Governing IT: Do or Die?
IT Governance - Governing IT: Do or Die?IT Governance - Governing IT: Do or Die?
IT Governance - Governing IT: Do or Die?
Eryk Budi Pratama
 
Elevating the Role of the CIO to Strategic Business Partner
Elevating the Role of the CIO to Strategic Business PartnerElevating the Role of the CIO to Strategic Business Partner
Elevating the Role of the CIO to Strategic Business Partner
Changepoint
 
Understanding IT Strategy, Sourcing and Vendor Relationships
Understanding IT Strategy, Sourcing and Vendor RelationshipsUnderstanding IT Strategy, Sourcing and Vendor Relationships
Understanding IT Strategy, Sourcing and Vendor Relationships
Goutama Bachtiar
 
Information Technology for Management Chapter 12
Information Technology for Management Chapter 12Information Technology for Management Chapter 12
Information Technology for Management Chapter 12
Abdullahi Mohamed Haji
 
Governance: The key to effecting successful Digital Transformation
Governance: The key to effecting successful Digital TransformationGovernance: The key to effecting successful Digital Transformation
Governance: The key to effecting successful Digital Transformation
Guy Pearce
 
Digital iq-survey-2015 pwc
Digital iq-survey-2015 pwcDigital iq-survey-2015 pwc
Digital iq-survey-2015 pwc
Umberto Tessitore
 
Enterprise Fusion: Your Pathway To A Better Customer Experience
Enterprise Fusion: Your Pathway To A Better Customer ExperienceEnterprise Fusion: Your Pathway To A Better Customer Experience
Enterprise Fusion: Your Pathway To A Better Customer Experience
Cognizant
 
Séptima Encuesta Mundial del Coeficiente Digital de las empresas
Séptima Encuesta Mundial del Coeficiente Digital de las empresasSéptima Encuesta Mundial del Coeficiente Digital de las empresas
Séptima Encuesta Mundial del Coeficiente Digital de las empresas
PwC España
 
Critical Success Factors (CSFs) for Effective IT Governance Implementations
Critical Success Factors (CSFs) for Effective IT Governance ImplementationsCritical Success Factors (CSFs) for Effective IT Governance Implementations
Critical Success Factors (CSFs) for Effective IT Governance Implementations
Rachid Meziani, PhD, CGEIT, PMP
 
Overcome barriers to good req mgmt
Overcome barriers to good req mgmtOvercome barriers to good req mgmt
Overcome barriers to good req mgmt
Info-Tech Research Group
 
Business-IT Alignment
Business-IT AlignmentBusiness-IT Alignment
Business-IT Alignment
Walter Adamson
 
DutchMLSchool 2022 - A Data-Driven Company
DutchMLSchool 2022 - A Data-Driven CompanyDutchMLSchool 2022 - A Data-Driven Company
DutchMLSchool 2022 - A Data-Driven Company
BigML, Inc
 
Getting it right
Getting it right Getting it right
Getting it right
Dawgen Global
 
State of the CIO 2018
State of the CIO 2018State of the CIO 2018
State of the CIO 2018
IDG
 
Transforming the Modern PMO- Harnessing AI-Driven Strategic Portfolio Managem...
Transforming the Modern PMO- Harnessing AI-Driven Strategic Portfolio Managem...Transforming the Modern PMO- Harnessing AI-Driven Strategic Portfolio Managem...
Transforming the Modern PMO- Harnessing AI-Driven Strategic Portfolio Managem...
OnePlan Solutions
 
Achieving a Digital Finance Organization in 2020 [Auxis Webinar - December 11...
Achieving a Digital Finance Organization in 2020 [Auxis Webinar - December 11...Achieving a Digital Finance Organization in 2020 [Auxis Webinar - December 11...
Achieving a Digital Finance Organization in 2020 [Auxis Webinar - December 11...
Auxis Consulting & Outsourcing
 
Digital transformation: Envision the future
Digital transformation: Envision the futureDigital transformation: Envision the future
Digital transformation: Envision the future
Microsoft
 
Accelerating transformation hmg - pa
Accelerating transformation   hmg - paAccelerating transformation   hmg - pa
Accelerating transformation hmg - pa
Matt Mandich
 
Accelerating IT Transformation with Data & Analytic s
Accelerating IT Transformation with Data & Analytic s  Accelerating IT Transformation with Data & Analytic s
Accelerating IT Transformation with Data & Analytic s
Matt Mandich
 

Similar to Roy Atkinson - Closing keynote (20)

Data and Findings - Accelerating IT Transformation with DATA
Data and Findings - Accelerating IT Transformation with DATAData and Findings - Accelerating IT Transformation with DATA
Data and Findings - Accelerating IT Transformation with DATA
 
IT Governance - Governing IT: Do or Die?
IT Governance - Governing IT: Do or Die?IT Governance - Governing IT: Do or Die?
IT Governance - Governing IT: Do or Die?
 
Elevating the Role of the CIO to Strategic Business Partner
Elevating the Role of the CIO to Strategic Business PartnerElevating the Role of the CIO to Strategic Business Partner
Elevating the Role of the CIO to Strategic Business Partner
 
Understanding IT Strategy, Sourcing and Vendor Relationships
Understanding IT Strategy, Sourcing and Vendor RelationshipsUnderstanding IT Strategy, Sourcing and Vendor Relationships
Understanding IT Strategy, Sourcing and Vendor Relationships
 
Information Technology for Management Chapter 12
Information Technology for Management Chapter 12Information Technology for Management Chapter 12
Information Technology for Management Chapter 12
 
Governance: The key to effecting successful Digital Transformation
Governance: The key to effecting successful Digital TransformationGovernance: The key to effecting successful Digital Transformation
Governance: The key to effecting successful Digital Transformation
 
Digital iq-survey-2015 pwc
Digital iq-survey-2015 pwcDigital iq-survey-2015 pwc
Digital iq-survey-2015 pwc
 
Enterprise Fusion: Your Pathway To A Better Customer Experience
Enterprise Fusion: Your Pathway To A Better Customer ExperienceEnterprise Fusion: Your Pathway To A Better Customer Experience
Enterprise Fusion: Your Pathway To A Better Customer Experience
 
Séptima Encuesta Mundial del Coeficiente Digital de las empresas
Séptima Encuesta Mundial del Coeficiente Digital de las empresasSéptima Encuesta Mundial del Coeficiente Digital de las empresas
Séptima Encuesta Mundial del Coeficiente Digital de las empresas
 
Critical Success Factors (CSFs) for Effective IT Governance Implementations
Critical Success Factors (CSFs) for Effective IT Governance ImplementationsCritical Success Factors (CSFs) for Effective IT Governance Implementations
Critical Success Factors (CSFs) for Effective IT Governance Implementations
 
Overcome barriers to good req mgmt
Overcome barriers to good req mgmtOvercome barriers to good req mgmt
Overcome barriers to good req mgmt
 
Business-IT Alignment
Business-IT AlignmentBusiness-IT Alignment
Business-IT Alignment
 
DutchMLSchool 2022 - A Data-Driven Company
DutchMLSchool 2022 - A Data-Driven CompanyDutchMLSchool 2022 - A Data-Driven Company
DutchMLSchool 2022 - A Data-Driven Company
 
Getting it right
Getting it right Getting it right
Getting it right
 
State of the CIO 2018
State of the CIO 2018State of the CIO 2018
State of the CIO 2018
 
Transforming the Modern PMO- Harnessing AI-Driven Strategic Portfolio Managem...
Transforming the Modern PMO- Harnessing AI-Driven Strategic Portfolio Managem...Transforming the Modern PMO- Harnessing AI-Driven Strategic Portfolio Managem...
Transforming the Modern PMO- Harnessing AI-Driven Strategic Portfolio Managem...
 
Achieving a Digital Finance Organization in 2020 [Auxis Webinar - December 11...
Achieving a Digital Finance Organization in 2020 [Auxis Webinar - December 11...Achieving a Digital Finance Organization in 2020 [Auxis Webinar - December 11...
Achieving a Digital Finance Organization in 2020 [Auxis Webinar - December 11...
 
Digital transformation: Envision the future
Digital transformation: Envision the futureDigital transformation: Envision the future
Digital transformation: Envision the future
 
Accelerating transformation hmg - pa
Accelerating transformation   hmg - paAccelerating transformation   hmg - pa
Accelerating transformation hmg - pa
 
Accelerating IT Transformation with Data & Analytic s
Accelerating IT Transformation with Data & Analytic s  Accelerating IT Transformation with Data & Analytic s
Accelerating IT Transformation with Data & Analytic s
 

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
 
Simone Jo Moore: Machine Humanity
Simone Jo Moore: Machine HumanitySimone Jo Moore: Machine Humanity
Simone Jo Moore: Machine Humanity
itSMF UK
 
Network Rail: Intelligent Infrastructure
Network Rail: Intelligent InfrastructureNetwork Rail: Intelligent Infrastructure
Network Rail: Intelligent Infrastructure
itSMF UK
 
Clare McAleese: Verism at Vocalink Mastercard... Our Journey so Far
Clare McAleese: Verism at Vocalink Mastercard... Our Journey so FarClare McAleese: Verism at Vocalink Mastercard... Our Journey so Far
Clare McAleese: Verism at Vocalink Mastercard... Our Journey so Far
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
 
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
 
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
 
Simone Jo Moore: Machine Humanity
Simone Jo Moore: Machine HumanitySimone Jo Moore: Machine Humanity
Simone Jo Moore: Machine Humanity
 
Network Rail: Intelligent Infrastructure
Network Rail: Intelligent InfrastructureNetwork Rail: Intelligent Infrastructure
Network Rail: Intelligent Infrastructure
 
Clare McAleese: Verism at Vocalink Mastercard... Our Journey so Far
Clare McAleese: Verism at Vocalink Mastercard... Our Journey so FarClare McAleese: Verism at Vocalink Mastercard... Our Journey so Far
Clare McAleese: Verism at Vocalink Mastercard... Our Journey so Far
 
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
 
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
 
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

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
 
Item # 10 -- Historical Presv. Districts
Item # 10 -- Historical Presv. DistrictsItem # 10 -- Historical Presv. Districts
Item # 10 -- Historical Presv. Districts
ahcitycouncil
 
PPT Item # 8&9 - Demolition Code Amendments
PPT Item # 8&9 - Demolition Code AmendmentsPPT Item # 8&9 - Demolition Code Amendments
PPT Item # 8&9 - Demolition Code Amendments
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
 
Researching the client.pptxsxssssssssssssssssssssss
Researching the client.pptxsxssssssssssssssssssssssResearching the client.pptxsxssssssssssssssssssssss
Researching the client.pptxsxssssssssssssssssssssss
DanielOliver74
 
TRUE BOOK OF LIFE 1.15 OF TRUE JESUS CHRIST
TRUE BOOK OF LIFE 1.15 OF TRUE JESUS CHRISTTRUE BOOK OF LIFE 1.15 OF TRUE JESUS CHRIST
TRUE BOOK OF LIFE 1.15 OF TRUE JESUS CHRIST
Cheong Man Keong
 
How To Cultivate Community Affinity Throughout The Generosity Journey
How To Cultivate Community Affinity Throughout The Generosity JourneyHow To Cultivate Community Affinity Throughout The Generosity Journey
How To Cultivate Community Affinity Throughout The Generosity Journey
Aggregage
 
PPT Item # 7 - 231 Encino Avenue (sign. review)
PPT Item # 7 - 231 Encino Avenue (sign. review)PPT Item # 7 - 231 Encino Avenue (sign. review)
PPT Item # 7 - 231 Encino Avenue (sign. review)
ahcitycouncil
 
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
 
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
 
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
 
一比一原版(theauckland毕业证书)新西兰奥克兰大学毕业证成绩单如何办理
一比一原版(theauckland毕业证书)新西兰奥克兰大学毕业证成绩单如何办理一比一原版(theauckland毕业证书)新西兰奥克兰大学毕业证成绩单如何办理
一比一原版(theauckland毕业证书)新西兰奥克兰大学毕业证成绩单如何办理
odmqk
 
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
 
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
 
Bangladesh studies presentation on Liberation War 1971 Indepence-of-Banglades...
Bangladesh studies presentation on Liberation War 1971 Indepence-of-Banglades...Bangladesh studies presentation on Liberation War 1971 Indepence-of-Banglades...
Bangladesh studies presentation on Liberation War 1971 Indepence-of-Banglades...
ssuser05e8f3
 
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
 
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
 
2024: The FAR - Federal Acquisition Regulations, Part 42
2024: The FAR - Federal Acquisition Regulations, Part 422024: The FAR - Federal Acquisition Regulations, Part 42
2024: The FAR - Federal Acquisition Regulations, Part 42
JSchaus & Associates
 
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
 
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
 

Recently uploaded (20)

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
 
Item # 10 -- Historical Presv. Districts
Item # 10 -- Historical Presv. DistrictsItem # 10 -- Historical Presv. Districts
Item # 10 -- Historical Presv. Districts
 
PPT Item # 8&9 - Demolition Code Amendments
PPT Item # 8&9 - Demolition Code AmendmentsPPT Item # 8&9 - Demolition Code Amendments
PPT Item # 8&9 - Demolition Code Amendments
 
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)
 
Researching the client.pptxsxssssssssssssssssssssss
Researching the client.pptxsxssssssssssssssssssssssResearching the client.pptxsxssssssssssssssssssssss
Researching the client.pptxsxssssssssssssssssssssss
 
TRUE BOOK OF LIFE 1.15 OF TRUE JESUS CHRIST
TRUE BOOK OF LIFE 1.15 OF TRUE JESUS CHRISTTRUE BOOK OF LIFE 1.15 OF TRUE JESUS CHRIST
TRUE BOOK OF LIFE 1.15 OF TRUE JESUS CHRIST
 
How To Cultivate Community Affinity Throughout The Generosity Journey
How To Cultivate Community Affinity Throughout The Generosity JourneyHow To Cultivate Community Affinity Throughout The Generosity Journey
How To Cultivate Community Affinity Throughout The Generosity Journey
 
PPT Item # 7 - 231 Encino Avenue (sign. review)
PPT Item # 7 - 231 Encino Avenue (sign. review)PPT Item # 7 - 231 Encino Avenue (sign. review)
PPT Item # 7 - 231 Encino Avenue (sign. review)
 
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
 
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
 
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
 
一比一原版(theauckland毕业证书)新西兰奥克兰大学毕业证成绩单如何办理
一比一原版(theauckland毕业证书)新西兰奥克兰大学毕业证成绩单如何办理一比一原版(theauckland毕业证书)新西兰奥克兰大学毕业证成绩单如何办理
一比一原版(theauckland毕业证书)新西兰奥克兰大学毕业证成绩单如何办理
 
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
 
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
 
Bangladesh studies presentation on Liberation War 1971 Indepence-of-Banglades...
Bangladesh studies presentation on Liberation War 1971 Indepence-of-Banglades...Bangladesh studies presentation on Liberation War 1971 Indepence-of-Banglades...
Bangladesh studies presentation on Liberation War 1971 Indepence-of-Banglades...
 
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
 
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
 
2024: The FAR - Federal Acquisition Regulations, Part 42
2024: The FAR - Federal Acquisition Regulations, Part 422024: The FAR - Federal Acquisition Regulations, Part 42
2024: The FAR - Federal Acquisition Regulations, Part 42
 
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
 
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)
 

Roy Atkinson - Closing keynote

  • 1. Business Focus and Process Maturity in 2017 What the Research Says
  • 2. Who Cares About Alignment? “The fact that Business and IT-alignment has been a top issue for the last 15 years clearly shows that current approaches to closing the gap aren’t working.” Paul Wilkinson, Sept. 2017
  • 4. Go Ahead – Rate Yourself Source: HDI State of IT
  • 5. What Does “Alignment” Mean? • IT goals are oriented around business outcomes • IT success measures are aligned with business outcomes • IT goals are shared with business partners • Results are reported to business partners, senior management • Priority of IT projects is set by business management
  • 7. Characteristics of High Maturity • 70% measure cost (vs. 46% of low maturity) • 34% measure revenue generation tied to IT projects (vs. 16% of low maturity) Source: HDI State of IT
  • 8. The Bad News • 13% of organizations track interrupted user minutes; 17% track cost of downtime. • The associated costs of reactivity, such as lost time, are not being tracked. • 43% of organizations have project priorities set by IT directors and managers Source: HDI State of IT
  • 9. IT Stability The number of incidents was reported as trending downwards in • 44% of the overall sample • 23% of self-ranked low maturity • 52% of self-ranked high maturity Source: HDI State of IT
  • 10. We really need to… Stop saying “the business.”
  • 11. Action Items • Let business partners set project priority • Business units for dedicated projects • Senior management for enterprise projects • Measure business success • Revenue • Productivity • Cost
  • 12. Takeaways • Don’t distrust what organizations tell you about themselves; be skeptical but questions will bring out the truth • The path to maturity is through business outcomes • Alignment can break the trail to convergence; start where you are
  • 13. ITSMF UK Premier Gate, Easthampstead Road, Bracknell, RG12 1JS, United Kingdom Tel: +44 (0) 118 918 6500 | Web: www.itsmf.co.uk