leading it service from the front and the back

1@marksmalley© ASL BiSL Foundation

Shine Virtual IT Service Conference, 22 September 2015

Leading IT Service from the front and

the backMark Smalley, The IT Paradigmologist


Storyline

• IT has changed, so ITSM needs to change as well• Service economy requires service-dominant thinking• Business and IT still aren’t behaving as desired• ITSM needs strategies for supply and for demand & use• IT service consumers are active participants • Frameworks are useful when you have defined results• Good cars aren’t enough – you also need good drivers


Mark SmalleyThe IT Paradigmologist

Happ

ines

s (%

)

Manager

Prog

ram

mer Consultant

Paradigmologist

Work is more fun than fun – Noël Coward

[email protected] www.linkedin.com/in/marksmalley@marksmalley


Labeling of axes is crucial @Pascallisch

The power of perspective


Storyline



Evolution of IT

‘Simple’

Complicated

Complex

Cynefin


1. Get thismess back

under control

3. Improve ourrelationships with

our business partners

Valu

e

4. Help business partnersimprove their demand

and use capabilities

2. Improve our speedof delivery

BusinessInformation Management

BusinessRelationship Management

Agile, DevOps

Tools, Processes

Time

5. … …

Evolution of ITSM


Storyline



We’re not in the industrial revolution anymore.

We’re in the service economy

Agriculture

Service

Industry


Taking Service ForwardAn initiative to rethink ‘service’

Founded by Stuart Rance (UK), Peter Brooks (SA) and Christian F. Nissen (DK) mid 2013In Nov 2013, 13 volunteer ITSM thought leaders met to establish the foundation for ASMOpened up in Feb 2014 to the broader communityCo-creation, under CreativeCommons Licence For more information, seewww.takingserviceforward.org


EngagementOffer, Agreement

Environment Environment

OutputCompensation

Outcome

Relationship

ConsumerServiceactProvider

R

esou

rces

Inte

nt Intent R

esources

A clearer vocabulary:Adaptive Service Model ©

12@marksmalley© ASL BiSL Foundationwww.takingserviceforward.

org


Storyline



The enterprise fosters a culture in which business and IT share a joint vision and are part of the same

story, have an ongoing dialogue, have mature conversations, strike balances, enjoy

working together Business people should• Specify outcomes rather

than solutions• Articulate needs and

expectations clearly• Set priorities, take

decisions, accept risks• Understand IT’s capabilities

and limitations• Participate in activities such

as testingSource: workshops in UK, EI, FI, NO, SK, BEhttp://allthingsitsm.com/author/marksmalley/‘Behave yourself’

IT people should• Understand business processes

and outcomes, and impact of IT• Talk in business terms about

benefits, costs and risks, not systems and features

• Proactively suggest innovations to the business

• React to business change without being surprised that things change

• Replace ‘technical’ SLA’s by simple, honest and meaningful reporting

Desired behaviour


Storyline



Two strategies for ITSM1. “Service strategy defines the perspective, position, plans and patterns that a service provider needs to execute to meet an organization’s business outcomes” Source: ITIL® Glossary, 2011



2. But what about the service consumer? Value is only realized when the consumer actually uses the right IT systems and services well, interprets the data correctly and acts upon it




3. If the service consumer fails to get value out of the investment, even if it is due to poor demand or use, the service provider will be associated with the failure




3. If the service consumer fails to get value out of the investment, even if it is due to poor demand or use, the service provider will be associated with the failure

4. It is therefore in the service provider’s interest to ensure that the service consumer has a strategy for demand and use of IT services and that there is mutual alignment with the service provider’s strategy for supply of IT services


Storyline



Use

r O

rg

Demand

Supply

Use

InfoSyst

IT OrgITSM

BIMAM

Demand, supply and use of IT


Use

r O

rg

Demand

Supply

Use

InfoSyst

IT OrgITSM

BIMAM

ISO 20000ITIL®IT4ITTM

BiSL®

ASL®2 ISO 16350

Demand, supply and use of ITISO 38500 COBIT®

TOGAF®BRMBOK®


Run IT4IT

Run IT

ServiceInboundlogistics

Operations Outbound logistics

Marketing & sales

Information & technology for business

Plan IT Build IT Deliver IT

Information & technology for IT

Plan IT4IT Build IT4IT Deliver IT4ITInformation & technology for IT4IT

IT for IT

24@marksmalley© ASL BiSL Foundation24

• 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

‘Business Information Management’ (BIM)


• 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

2

1

34

1

234

BIM & BiSL®Organize business

management of I&T

Determine strategic

business use of I&T

Support business use of I&T

Keep functionalityup-to-date

Manage BIM

www.aslbislfoundation.org


Why?• Better decisions

(investments)• Better use (ROI)• Easier

communication with IT partners (staff satisfaction)

• Demonstrable management of I&T assets (governance)

What?• Process model for BIM• Implementation

guidance• Examples of use• Recognized by ITIL®,

COBIT®

• Training and certificationWho?• System owners • BIM/BA/PO roles• Business sysadmins• Super duper users

Van Haren Publishingfree e-book BiSL PG http://bit.ly/1Qs7jrI


Storyline



Thinking the talk• Bought a publication; read it; understood it?• Followed a training; achieved certification

Talking the talk• Use new terminology to describe our old way of

workingWalking the talk

• Changed (part of) our formal way of working, using (part of) the framework

• People actually work differentlyGetting somewhere

• Achieving better results

“We’ve implemented abc”


Business• Right investment

choices• Effective acquisition

from / delegation to IT

• Information systems used well by users

• Information systems protected from abuse

• Demonstrable

“Achieving better results”

IT• Benefits

– Cheaper business– More business– Better business– Different business

• Costs• Risks• Speed of change• Demonstrability


“There is already good guidance available;

we need guidance how to apply the guidance”

Audience comment, panel discussion, itSMF Norway, March 2015

http://allthingsitsm.com/be-part-of-the-same-dream/

The ITSM community wants ‘meta-guidance’


• Standards & Frameworks Formal Way of Working Actual Way of Working

• Adopt parts of multiple bodies of knowledge that address your specific issues

• Adapt the guidance into a way of working that suits your systems and your organisation

Guidance how to ‘implement’ frameworks


• Given your issues, which parts of which frameworks should you adopt?

• Given your systems and organizational culture, how should you adapt them, so that people actually follow your formal way of working?

Self-reflection


Storyline



Demand& Use

IT Supply

Architecture & Governance of IT


Mark Smalley, The IT Paradigmologist

Mark Dave

Mark Smalley, The IT Paradigmologist

www.aslbislfoundation.org

www.linkedin.com/in/[email protected]

www.smalley.it@marksmalley

Van Haren Publishingfree e-book BiSL PG http://bit.ly/1Qs7jrI

Shine Virtual IT Service Conference, 22 September 2015

Leading IT Service from the front and

the back

leading it service from the front and the back

Technology