Next-generation IT service skills - Duncan Watkins, Corporate Executive Board
16
-
Upload
sits-the-itsm-show -
Category
Business
-
view
115 -
download
1
Transcript of Next-generation IT service skills - Duncan Watkins, Corporate Executive Board
RUNNING ORDER
ITSM – People, Process and TechnologyDisruption – Threat or Opportunity?
Business Outcomes – How to fulfil themSkills – What is the culture for skills development?Skills – What are the new skills required for ITSM?Review – People trump Process and Technology
PEOPLEPROCESSTECHNOLOGY People
Process
TechnologyBoring…
Meh…
Hurray!
WHY PEOPLE? AND HOW CAN I IMPROVE THEM?
Good People = Innovation within your technology and get the best out of it
Good People = More effective processes and knowledge of when to break processGood People = Differentiated IT Practice that is the best it can be
ShadowIT
ITIL TIMELINE
ITIL v1 1989
ITIL v2 2001
ITIL v3 2007/1
1
BUSINESS OUTCOMES
BUSINESS OUTCOMES
Focus on the people = Focus on the business
SKILLS
Management
Nurture
Challenge
ITSM Profession
als
Challenge
Understand
NEGOTIATION
COMMUNICATION
Communication
PROJECT MANAGEMENT
RISK MANAGEMENT
ITSM SKILLS
Negotiation Communication
Project Manageme
nt
Risk Manageme
nt
ADAPT OR DIE
People
Technology
Process
Making Complexity Simple
Service Management
Project Management
@duncanwatkins
