Which behaviour will get most business value out of IT? · Which behaviour will get most business...

1 @marksmalley © ASL BiSL Foundation

itSMF Finland, Helsinki, 2 October 2014

Which behaviour will get most business value out of IT?

Mark Smalley, The IT Paradigmologist

Mark Dave


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THE SERVICE MANAGEMENT

INAUGURAL CONGRESS

The IT Paradigmologist


I’m back


Questions (Mark)

Answers (You)

Agenda


Silofication


Suppliers Partners

Identify

Multidisciplinary collaboration

Mgmt AD/AM

Users ITSM

Benefit

Use

Demand

Supply

Consume

Provide

Evaluate

Apply

Specify

Develop

Deploy

Run

Support

Info Syst Customers Suppliers Partners

Agile

Dev Ops

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???

SIAM


True story


Identify

What went wrong?

Mgmt AD/AM

Users ITSM

Benefit

Use

Demand

Supply

Consume

Provide

Evaluate

Apply

Specify

Develop

Deploy

Run

Support

Info Syst


‘Use’


BIITA

BRM

SD

SLM


Planning and resource management

Financial management

Demand management

Contract management

Use management Functionality management

Information strategy I-organization strategy

Connecting processes

Change management

Transition management

End user support

Business data management

Operational supplier

management

Specify information

requirements

Design non-automated

information systems

Prepare transition

Review and testing

Establish business process

developments

Establish information

chain developments

Establish technological developments

Management Processes

Connecting processes

Infor- mation coor-

dination

Strategic user relationship management

Strategic supplier

management

Define I-organization

strategy

Strategic information

partner management

Information lifecycle

management

Information portfolio

management

Str

ate

gic

M

anag

ing

O

pe

rati

on

al


Mgmt AD/AM

Users ITSM

Demand

Supply

Consume

Provide

Info Syst

Balanced maturity

?

?

13 @marksmalley © ASL BiSL Foundation 13 © ASL BiSL Foundation

Users Users Users Users

Cartoon: Hugh MacLeod, www.gapingvoid.com


• If the IT department identifies new technological developments, who identifies the opportunities to apply them to innovate the business?

• If the IT department builds solutions, who identifies demand and specifies requirements?

• If the IT department runs the information systems, who ensures that they are used effectively and efficiently?

• If the IT department manages the service level agreement from a provider’s perspective, who manages the contract as the IT department’s customer?

• If the IT department’s BRM manages IT’s relationship with the business, who manages the business’ relationship with IT?

If the IT department builds cars, who guides the drivers to

the right destination?


Questions (Mark)

Answers (You)

Agenda


Source: www.businessinsider.com/communication-charts-around-the-world-2014-3

Communication patterns around the world

The Finns


Desired bevaviours for the business Desired bevaviours for IT

Carrots & sticks +

Knowledge & skills +

Conditions & resources +

Beliefs & thought-patterns =

Behaviour


Please keep in touch

• Newsletter: at www.aslbislfoundation.org

• Twitter: @aslbisl

• LinkedIn: ASL BiSL Foundation (EN & NL)

• Facebook: ASL-BiSL-Foundation [email protected]

@marksmalley


Compiled in workshops for • itSMF UK 4 Nov 2013 in Birmingham • itSMF Ireland 19 June 2014 in Dublin

For • IT • Business • Enterprise

Top desired behaviours


• Has a good understanding of the business’ need and context

• Communicates in terms of benefits, costs and risks, in order that the business can take well-informed decisions

• Abandons ‘technical’ SLA’s and explains in more meaningful ways what they’re doing for the business, involving the business in designing the reporting

• Regards itself not as a separate silo but as an integral part of the business

IT…


• Has a good understanding of IT capabilities • Specifies outcomes rather than output • Prioritizes outcomes • Is the accountable owner of information

systems • Leads IT • Stops bullying IT and start trusting them to be

their IT partner • Allocates more time to IT, e.g. explain situation

to IT, train users, inform users about changes

The business…


• The enterprise fosters a culture in which business and IT share the same table and have a joint vision

• The business and IT talk to each other more often, creating more mutual understanding of pains, priorities, possibilities and limitations

The enterprise


1. Business and IT have good mutual understanding 2. Business specifies outcomes rather than output 3. Business prioritizes outcomes 4. Business has insight into current and future capabilities of IT

and the IT organization 5. IT communicates in terms of benefits, costs and risks, in

order that the business can take well-informed decisions 6. Business management informs users about changes 7. Business is the accountable owner of the information

systems and leads IT 8. The enterprise fosters a culture in which business and IT

share the same table and have a joint vision

These are the findings of the ITSM community who participated in ‘How business and IT collaboration is the key to getting business value out of IT’, facilitated by Mark Smalley, ASL BiSL Foundation & Howard Kendall, Service Desk Institute, and sponsored by APMG-International on 4 Nov 2013 in Birmingham

Top desired behaviours itSMF UK 2013


1. IT needs a better understanding of the business needs and context 2. IT should abandon ‘technical’ SLA’s and explain in more meaningful

ways what they’re doing for the business, involving the business in designing the reporting

3. IT should regard itself not as a separate silo but as an integral part of the business

4. The business and IT should talk to each other more often, creating more mutual understanding of pains, priorities, possibilities and limitations

5. The business should stop bullying IT and start trusting them to be their IT partner

6. The business should communicate in terms of problems, not solutions 7. The business should allocate more time to IT, e.g. explaining situation

to IT, and training users These are the findings of the ITSM community who participated in ‘How business and IT collaboration is the key to getting business value out of IT’, facilitated by Mark Smalley, ASL BiSL Foundation & Howard Kendall, Service Desk Institute, for itSMF Ireland on 19 June 2014 in Dublin

Top desired behaviours itSMF Ireland 2014


The business: 1. Shares the strategy / big picture / longer-term plan 2. Discusses the ‘why’ behind IT investments with the IT

department and reaches agreement 3. Improves its understanding of IT and the IT dept’s capabilities 4. Trusts the IT department with the ‘how’ 5. Formulates concrete and simple targets, and expected

measurable value 6. Defines and prioritizes needs and requirements 7. Leads and executes business change management and global

portfolio management, in close collaboration with IT 8. Takes charge of the business’ information and its flow

These are the findings of the ITSM community who participated in ‘Which behaviour will get most business value out of IT?’, facilitated by Mark Smalley for itSMF Finland on 2 October 2014 in Helsinki

Top desired behaviours itSMF Finland 2014

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