SERVICE MANAGEMENT CONGRESS

itSMF USA New England LIGNovember 19, 2013

ASK YOURSELF:

How long have we been ‘adopting ITIL’?

Overall, how much have we invested in people, process, products and partners?

In terms of IT value, has it been a good investment?

Can we articulate the business value?

Has it helped us better understand the needs of our customers?

Can we demonstrate how IT contributes to overall business objectives?

We as individuals within the Service Management community do declare that our industry has become stagnated by a systemic and fundamentally broken set of attitudes and behaviors, as evidenced below:

• Operating models that are broken.• Failure to recognize and take action on shifting business opportunities.• An industry that is built around old paradigms and is failing to recognize the new

ones. • Failure to champion individuals and equip them with proper competencies. 

The Service Management community MUST change. A fundamental transformation is needed. In order to bring about a necessary transformation, we are issuing this call to action.

We as Service Management professionals should:

• Refocus our attention on a set of core values that help to enable individuals, leaders, businesses and communities.

• Increase the access to open, timely and relevant knowledge.• Improve the agility, creativity and adaptability of our organizations.• Fulfill our essential duty to provide value to our organizations and customers.

We appeal to the members of our networks and communities to join us in this movement. We ask that you adopt the values and support the rights that are essential to move our industry forward.

We are practitioners, consultants, vendors, leaders, executives and educators.

We are the business.

Movement to address a broken set of attitudes and behaviours,

and adopt the values and support the rights to transform our industry fundamentally

Commitment to Refocus on a set of core values

Increase access to open, timely and relevant knowledgeImprove agility, creativity and adaptability of organizations

Provide value to organizations and customers

IN SHORT….

INITIAL SIGNERS

Carlos Casanova Shane Carlson Glenn O'Donnell Mark Smalley Deborah Anthony Jayne Groll Paul Wilkinson Christopher Dancy Robert Stroud Matthew Hooper 

Patrick Bolger Roy Atkinson Barclay Rae Mauricio Corona Matthew Beran Randy Steinberg Charles Araujo Mark Kawasaki Stephen Mann John Custy David Cannon

UNIVERSAL DECLARATION OF INFORMATION RIGHTS

CIVIC RIGHTS1.   Right to creatively express yourself via any medium regardless of affiliations or associations.2.   Right to full transparency in workplace performance metrics.3.   Right to wellness and productivity tools, applications and services. POLITICAL RIGHTS1.   Right to create, participate and leave communities.2.   Right to access information regardless of membership, institution and walled bodies of knowledge.3.   Right to seek and express opposing points of view. ECONOMIC RIGHTS1.   Right to create and share non-proprietary information.2.   Right to be fairly compensated for effort.3.   Right to portable identity.

*These are drafts and subject to review and input from the broader SM Community

UNIVERSAL DECLARATION OF INFORMATION RIGHTS (CONT.)

CULTURAL RIGHTS1.   Right to observe local customs and traditions.2.   Right to celebrate stateless customs of digital existence.3.   Right to localized digital resources.  SOCIAL RIGHTS1.   Right to a free and open source of knowledge.2.   Right to be your temporal authentic self.3.   Right to digital self-actualization. Individually we have the inalienable right not to participate in digital culture.

*These are drafts and subject to review and input from the broader SM Community

We are uncovering ways of meeting business needs through Service Management. Our achievements, experiences and insights compel us to adopt these values:

While there is value to the items on the right, we value the items on the left more.

Outcomes Services

Ingenuity Process

Trust Control

Individuals & Community

Institutions & Businesses

Sharing & Knowledge Ownership & Content

Thanks to the Agile Manifesto for inspiration.*These are drafts and subject to review and input from the broader SM Community

THE METRICS

Signatories 239 Individuals 33 Different

Countries

itSMF USA Endorsed

itSMF UK itSMF Norway

As of October 30, 2013 (only 7 days after conference) 5,000 Unique Views 400,000 Impressions 400+ Tweets with

#SMCongress hashtag A reach of 125,000

people

NEXT STEPS

Bring in more people Have conversations Formalize some key deliverables Working Groups to enhance

deliverables

JOIN THE MOVEMENT

www.k2sg.com

Twitter: @SM_CongressHashtag: #SMCongressBlog: http://www.smcongress.org/blog/Web: http://www.smcongress.org

@CarlosCasanova@RoyAtkinson@VigilantGuy