The Six Blind Men and IT Service Management
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APMG International Webinar The six blind men and IT service management Tuesday 31 March 2015 / 13:00 GMT (London, UK) Presenter : Mark Smalley, The IT Paradigmologist SUPPORTING WEBINAR RECORDING AVAILABLE AT: WWW.APMG-INTERNATIONAL.COM/WEBINARS
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Transcript of The Six Blind Men and IT Service Management
APMG International Webinar
The six blind men and IT service management
Tuesday 31 March 2015 / 13:00 GMT (London, UK)
Presenter: Mark Smalley, The IT Paradigmologist
SUPPORTING WEBINAR RECORDING AVAILABLE AT: WWW.APMG-INTERNATIONAL.COM/WEBINARS
Your presenter….
Mark Smalley is specialized in Application Management and Business Information Management. He is affiliated with the ASL BiSL Foundation, APMG International, GamingWorks and Taking Service Forward. Mark has reached out to thousands of IT professionals at more than 100 events in more than 20 countries.
Moderator
Mark Constable is part of the marketing team at APMG International with over 9 years experience at the company.
Agenda
• Welcome & introduction– Mark Constable, APMG International
• The six blind men and IT service management– Mark Smalley
The IT Paradigmologist, Smalley.IT
• Q&A
• Further information
• Close
About APMG International
• Global examination & accreditation institute• Examination Institute (EI) for the AXELOS Global Best
Practice portfolio (ITIL® , PRINCE2® , MSP® , etc)• Extensive portfolio of professional management certification
schemes aimed at improving business processes, capability and results
• Work with key industry partners (e.g. AXELOS, IAITAM, IPMA, ISACA, itSMF, DSDM Consortium) to promote best practice
• 300+ Accredited Training (ATOs) and Consulting (ACOs) organizations with 1500+ approved trainers and consultants
• 17000+ candidates per month• Full details at www.APMG-International.com
The state of the union (itSMF, Oslo, March 2015)
• Good guidance is available, but more implementation guidance is needed
• ITSM should be on C-level agenda• IT needs to focus on the rights things for the business • Improving people is much more important than process,
products and partners • Business and IT need more mutual understanding • IT should involve the business more & help them ‘mature’• Speak business language (benefits, costs and risks)• Communicate the dream – be part of the story
Source: http://allthingsitsm.com/be-part-of-the-same-dream/
Business UnitBusiness Unit
CentralizedIT Dept.
CentralizedIT Dept.
External Service
Provider
External Service
Provider
DecentralizedI&T Functionin Bus.Unit
DecentralizedI&T Functionin Bus.Unit
Business UnitBusiness Unit
DecentralizedI&T Functionin Bus.Unit
DecentralizedI&T Functionin Bus.Unit
External Service
Provider
External Service
Provider
Trainer /ConsultantTrainer /
Consultant
EnterpriseEnterprise
3 perspectives on IT service management
Poll
Do you work for:•External Service Provider•Centralized IT Department •Decentralized I&T Function in a Business Unit •Or are you a Trainer and/or Consultant•Other
Poll
Is the influence of External Service Providers:•Increasing •Stable•Decreasing•Don’t know
Poll
Is the influence of Centralized IT Departments:•Increasing •Stable•Decreasing•Don’t know
Poll
Is the influence of Decentralized I&T Functions in Business Units:•Increasing •Stable•Decreasing•Don’t know
Business UnitBusiness Unit
‘Broker’‘Broker’External Service
Provider
External Service
Provider
DecentralizedI&T Functionin Bus.Unit
DecentralizedI&T Functionin Bus.Unit
Business UnitBusiness Unit
External Service
Provider
External Service
Provider
EnterpriseEnterprise
Future of the Centralized IT Department?
DecentralizedI&T Functionin Bus.Unit
DecentralizedI&T Functionin Bus.Unit
Demand/supply/use
Business UnitBusiness Unit
‘Broker’‘Broker’External Service
Provider
External Service
Provider
Decentralized I&T Functionin Bus.Unit
Decentralized I&T Functionin Bus.Unit
Business UnitBusiness Unit
External Service
Provider
External Service
Provider
EnterpriseEnterprise
Career options: quit, transform or jump
Decentralized I&T Functionin Bus.Unit
Decentralized I&T Functionin Bus.Unit
Poll
What is the most attractive career move?•Stay in a ‘traditional’ Centralized IT Department•Quit and work for an External Service Provider•Help the Centralized I&T Department transform •‘Jump the fence’ and work for a Decentralized I&T Function in a Business Unit•Don’t know
BiSL® BRMP® COBIT® IAITAM® ITIL®Decentralized I&T functions in the business units
1 Manage information, and demand and use of IT
services
5 Manage relationships
within the business, and
with central and external IT
9 Govern and manage I&T
from a business
perspective
13 Manage decentralized
IT assets
17 Manage ITSM basics (incident, problem,
change etc.)
Centralized IT departments (broker)
2 Understand demand and
use of IT services
6 Manage relationships
with the business
10 Be governed and managed by the business
14 Ensure management of IT assets
18 Manage service portfolios,
suppliers, information
security
Centralized IT departments (traditional provider)
3 Understand demand and
use of IT services
7 Manage relationships
with the business
11 Be governed and managed by the business
15 Manage centralized IT
assets
19 Manage full blown ITSM processes
External IT service providers
4 Understand demand and
use of IT services
8 Manage relationships
with I&T functions and
IT depts.
12 Be governed and managed by
I&T functions and IT depts.
16 Manage external IT
assets
20 Manage full blown ITSM processes
Guidance
Adopt and adapt
• Multiple frameworks, selectively applied
• Systemic practices, informed by characteristics of information systems and organization
• Values that foster value realization, multidisciplinary collaboration, and experimentation and learning
Multidisciplinary collaboration & desired behaviour
The enterprise fosters a culture in which business and IT have an ongoing dialogue, share a joint vision,
have mature conversations, and strike balances Business people•Specify outcomes rather than solutions•Articulate needs clearly•Set priorities and take decisions•Understand IT’s capabilities and limitations
Source: 5 workshops by Mark Smalley
IT people•Understand business processes and outcomes, and impact of IT•Talk about benefits, costs and risks, not systems and features•Proactively suggest innovations to the business •Replace ‘technical’ SLA’s by simple, honest and meaningful reporting
Poll
Status of Agile at your (client’s) organization?•No adoption•Small scape adoption •Medium scape adoption •Large scape adoption•Don’t know
Poll
Status of DevOps at your (client’s) organization?•No adoption•Small scape adoption •Medium scape adoption •Large scape adoption•Don’t know
International
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International
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International
www.flickr.com/photos/h-k-d
DevOpsDevOps
AgileAgile
International
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DevOpsDevOps
AgileAgileSuperDuperUser
SuperDuperUser
International
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DevOpsDevOps
AgileAgileSuperDuperUser
SuperDuperUser
ServiceOwnerServiceOwner
International
www.flickr.com/photos/h-k-d
• 3 major parties in the IT service value ecosystem• 3 parties are in flux – reconsider your career options• 3 targeted value propositions for frameworks etc.• Pick and mix multiple frameworks• Develop systemic practices that accommodate
characteristics of information systems & organisation• Foster cultural norms that focus on value realization,
collaboration, and experimentation and learning
www.apmg-businessbooks.com/books/free-resources/ blind-men-and-it-service-management
Summary + Q&A
Further information
• APMG-International website :– www.apmg-international.com
• APMG certification schemes:– www.apmg-international.com/Certifications
• Connect with Mark Smalley:
– nl.linkedin.com/in/marksmalley
– @marksmalley
http://www.linkedin.com/company/apmg-international @APMG_Inter
