a peek behind and in front of the service desk

1© ASL BiSL Foundation

SDI, Birmingham, 18 June 2014

A Peek Behind and in Front of the Service

Desk

Mark Smalley, IT Paradigmologist

2© ASL BiSL Foundation

• Warming up – Intro & IT Economy

Quiz

• First half – SD & AD/AM

• Half time – Love/Hate Relationship

Quiz

• Second half – SD & ‘BIM’

• Cooling down – BITA Japanese Style

AgendaBritish Paralympic medal winner Marc Woods

3© ASL BiSL Foundation

• Warming up – Intro & IT Economy

Quiz

• First half – SD & AD/AM

• Half time – Love/Hate Relationship

Quiz

• Second half – SD & ‘BIM’

• Cooling down – BITA Japanese Style

Agenda

4© ASL BiSL Foundation

Hap

pin

ess

(%

)

Manager

Pro

gra

mm

er

Consu

ltant

Para

dig

molo

gis

t

Work is more fun than fun – Noël Coward[Smalley.I

T]

THE SERVICE MANAGEMENT

INAUGURAL CONGRESS

IT Paradigmologist

5© ASL BiSL Foundation

[Smalley.IT]

THE SERVICE MANAGEMENT

INAUGURAL CONGRESS

Manager’s Perspective

6© ASL BiSL Foundation

Hap

pin

ess

(%

)

Manager

Pro

gra

mm

er

Consu

ltant

Para

dig

molo

gis

t

Work is more fun than fun – Noël Coward[Smalley.I

T]

THE SERVICE MANAGEMENT

INAUGURAL CONGRESS

Happiness

7© ASL BiSL Foundation

Happiness

EUR 43 44

USA 45 49

Source: www.nber.org/papers/w12935.pdf

Prof A. Oswald

8© ASL BiSL Foundation

Happiness at work

YouTube RSA Drive

9© ASL BiSL Foundation

Mastery & the

T-shaped professional

10© ASL BiSL Foundation

Need to collaborate

BUSINESS

AD/AM ITSM

Agile

Dev

Ops

?

Development ofnew releases =intended value

Deployment of new releases = potential

value

Use of IS = actual value

11© ASL BiSL Foundation

Why?

The world is flat

We needinformation

Thingschangerapidly

Information systems are

complex

12© ASL BiSL Foundation

SD needs to collaborate

BUSINESS

AD/AM ITSM

SD

/

/ /

13© ASL BiSL Foundation

IT Economy Quiz

Cost of v1.0vs

Rest of TCO?

Total IT Budget

14© ASL BiSL Foundation

IT Economy Quizv1.0 Rest of TCO

15© ASL BiSL Foundation

IT Economy Quiz

Application costsvs

Infrastructure costs?

Total IT Budget

16© ASL BiSL Foundation

v1.0 Rest of TCO

IT Economy Quiz

Applications

Infrastructure

Service desk?

17© ASL BiSL Foundation

IT Economy Quizv1.0 Rest of TCO

Applications

Infrastructure

SD 1%-15%

18© ASL BiSL Foundation

• Warming up – Intro & IT Economy

Quiz

• First half – SD & AD/AM

• Half time – Love/Hate Relationship

Quiz

• Second half – SD & ‘BIM’

• Cooling down – BITA Japanese Style

Agenda

19© ASL BiSL Foundation

SD & AD/AM

AD/AM

SD

/

• Architects• Designers• Developers• Programmers• Testers• DBA’s• Sysadmins

20© ASL BiSL Foundation

Str

ate

gic

Managin

gO

pera

tional

ASL (2009 edition)

Software control

and distribution

Changemanagement

Usesupport

Continuity management

IT operationsmanagement

Configurationmanagement

Applicationportfolio

management

Applicationlifecycle

managementIT

develop-ments

strategy

Customer environment

strategy

Realization

Design

Implemen-tation

Contract management

Planning and control

Qualitymanagement

Financialmanagement

Suppliermanagement

Application supportApplication maintenance

and renewal

Application strategyApplication management

organization strategy

Impactanalysis

Testing

Capabilitiesdefinition

Technologydefinition

Supplierdefinition

Accountand marketdefinition

Servicedelivery

definition

Customerorganizations

strategy

Connectingprocesses

Services Applications

Management

Processes

21© ASL BiSL Foundation

ASL (2009 edition)

Enable useof applications

Determine applications’

future

Change applications

Application supportApplication maintenance

and renewal

Str

ate

gic

Managin

gO

pera

tional

Organize AM

Application strategyApplication management

organization strategy

Connectingprocesses

Services Applications

Management

ProcessesManage AM

22© ASL BiSL Foundation Capgemini

Applicationportfolio

management

Applicationlifecycle

managementIT

develop-ments

strategy

Customer environment

strategy

Customerorganizations

strategy

Determine applications’ future• Think lifecycle, think

rationalization, think building a new city in the old city• Close collaboration with

business partners• Determine business

value and technical value• Evaluate business and

technical developments• Make strategic plans for

applications • Set policy for changes

etc.

23© ASL BiSL Foundation

Software control

and distribution

Changemanagement

Realization

Design

Implemen-tation

Impactanalysis

Testing

Change applications

• Based on business demand and non-functional requirements• Develop new functionality or

integrate suppliers’ new releases• Agile/Scrum for quick and

‘first time right’ incremental development• DevOps for highly-

automated continuous deployment • Test-Driven Development

for better design

24© ASL BiSL Foundation

Software control

and distribution

Changemanagement

Usesupport

Continuity management

IT operationsmanagement

Configurationmanagement

Enable use of applications

• Provide 2nd/3rd line support• Communicate proactively• Ensure application

availability and performance• Even under extreme

circumstances (continuity)

25© ASL BiSL Foundation

SD & AD/AM

How can AD/AM help you to collaborate better?

Improve people, process, technology?

26© ASL BiSL Foundation

• Warming up – Intro & IT Economy

Quiz

• First half – SD & AD/AM

• Half time – Love/Hate

Relationship Quiz

• Second half – SD & ‘BIM’

• Cooling down – BITA Japanese Style

Agenda

27© ASL BiSL Foundation

source: theworkplacetherapist.com

What do IT People think about Business people?

• Don’t know what they want• Are always changing their mind• Won’t take responsibility• Are never satisfied• Blame us for everything

28© ASL BiSL Foundation

What do Business People think about IT people?

• Are bureaucratic and slow• Can’t communicate in normal language • Think that they know what we want • But don’t have a clue what we need• The last people we want to call

29© ASL BiSL Foundation

• Warming up – Intro & IT Economy

Quiz

• First half – SD & AD/AM

• Half time – Love/Hate Relationship

Quiz

• Second half – SD & ‘BIM’

• Cooling down – BITA Japanese Style

Agenda

30© ASL BiSL Foundation

SD & the Business

BUSINESS

SD

/

• Super users• Process owners• Business analysts• Functionality

managers

31© ASL BiSL Foundation

“I don’t want questions, I want solutions!”

Charles Araujo, President Elect, itSMF USA

“Talk benefits, costs and risks.” John Krogh, Managing Partner, SMArt

“I’m entitled to IT!” Hank Marquis, Practice Director, Global Knowledge

Business Expectations

32© ASL BiSL Foundation

Seek first to understand, then to be understood.

Stephen Covey

Seek first to understand ‘Business Information Management’.

Mark Smalley

Dealing with the Business

33© ASL BiSL Foundation

Demand-Supply-Use

UserOrg Demand

Supply

Use

InfoSyst

ITOrg

Realize actualvalue

Identify requiredvalue

from I&T

DevelopIntegrateDeploy

Run

Deliver potential

value

34© ASL BiSL Foundation

Business Information Mgmt

34

• Decide how I&T can help your business survive and succeed

• Delegate the T to the IT provider

• Organize the I

• Ensure effective and efficient use of I&T

35© ASL BiSL Foundation

Informationstrategy

I-organizationstrategy

Functionalitymanagement

Management processes

Use management

Connectingprocesses

Connecting

processes

• Decide how I&T can help your business survive and succeed

• Delegate the T to the IT provider

• Organize the I

• Ensure effective and efficient use of I&T

BIM & BiSL

2

1

34

1

2

34

36© ASL BiSL Foundation

Planning and resourcemanagement

Financialmanagement

Demandmanagement

Contract management

Use management Functionality management

Information strategyI-organization strategy

Connectingprocesses

Changemanagement

Transitionmanagement

End usersupport

Business datamanagement

Operational supplier

management

Specifyinformation requirements

Design non-automated

informationsystems

Prepare transition

Review and testing

Establishbusiness process

developments

Establish information

chain developments

Establishtechnologicaldevelopments

Management

Processes

Connectingprocesses

Infor-mationcoor-

dination

Strategic user relationship management

Strategic supplier

management

Define I-organization

strategy

Strategic information

partnermanagement

Informationlifecycle

management

Informationportfolio

management

BiSL (2012 edition)Str

ate

gic

Managin

gO

pera

tional

37© ASL BiSL Foundation

ASL & BiSL

• Process models for AM & BIM• Implementation guidance• Examples of use• Recognized by ITIL®, COBIT® etc.• Foundation level training• Multiple choice exam (APMG)• Owned by non-profit ASL BiSL Foundation

38© ASL BiSL Foundation

Competences‘Business Information Manager’

• Understand the business thoroughly• Treat information & IT as business assets • Be demand-driven• Think IT Retail, not IT Manufacturing• Talk benefits, costs & risks

39© ASL BiSL Foundation

SD & the Business

How can the business help you to collaborate better?

Improve people, process, technology?

40© ASL BiSL Foundation

• Warming up – Intro & IT Economy

Quiz

• First half – SD & AD/AM

• Half time – Love/Hate Relationship

Quiz

• Second half – SD & ‘BIM’

• Cooling down – BITA Japanese

Style

Agenda

41© ASL BiSL Foundation

42© ASL BiSL Foundation

YouTube – TheMrTubeX“Japanese Precision - Walk it

out!”

43© ASL BiSL Foundation

Stay connected!

• Newsletter: at www.aslbislfoundation.org• Twitter: @aslbisl• LinkedIn: ASL BiSL Foundation (EN & NL)• Facebook: ASL-BiSL-Foundation

marksmalley@aslbislfoundation.org

@marksmalley