How service-dominant logic will step-change your CSI initiatives

10/14/2015

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LinkedIn: Taking Service Forward

LinkedIn group: Taking Service Forward

Twitter: @TSF_ASM

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www.takingserviceforward.org

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10/14/2015 The Adaptive Service Model© is licensed under Creative Commons Attribution 4.0 International License 1

How service-dominant

thinking will step-change

your CSI initiatives

Introducing the Adaptive Service Model©

BrightTALK ITSM Summit, 15 October 2015

Gary Hardy, Christian F. Nissen, Mark Smalley, Sharon Taylor



Twitter: @TSF_ASM





The Taking Service Forward (TSF) initiative

Founded by Stuart Rance (UK), Peter Brooks (SA) and Christian F. Nissen (DK) mid 2013

In November 2013, thirteen volunteer service management thought leaders met in Birmingham for five days to establish the foundation for ASM

In February 2014 the crowd-kit was launched to enable the community to become members of TSF

Since mid 2014 specific discussions have been conducted

See www.takingserviceforward.orgfor more information


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Twitter: @TSF_ASM






SharonTaylor

Stuart Rance

GaryHardy

Mark Smalley

ChristianF. Nissen

FrancesScarff

RobertFalkowitz

PeterBrooks

AlainRenault

Katsushi Yaginuma

JohannBotha

ColinRudd

PhilHearsum



Twitter: @TSF_ASM





Agenda

Introduction (Mark Smalley)

Overview of the ASM (Christian F. Nissen)

CSI: a catalyst for the ASM (Sharon Taylor)

Involving the service consumer in CSI (Gary Hardy)

The IT service consumer’s role (Mark Smalley)

Q&A


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Twitter: @TSF_ASM





The imperative

Towards a service-dominant economy


Goods Services

House Rented apartment / Airbnb Hotel

Food Take-away / Instacart Restaurant

Car Leased car / Car2Go Taxi

Boat Leased boat Ferry

Music CD iTunes Spotify

Book eBook Oyster or Scribd

DVD iTunes Netflix or HBO

Computer Outsourcing Cloud service

Goods-Dominant Logic Service-Dominant Logic

Christian

F. Nissen



Twitter: @TSF_ASM





The imperative

Today’s best practice

Publications

Static

Expert driven

Inconsistent

Tomorrow’s best practice

Knowledge repository

Dynamic, emerging

Empirical, crowd-sourced

Architecture based


Christian

F. Nissen

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Twitter: @TSF_ASM





The Adaptive Service Model© (ASM)

Service model for the future

Generic reference architecture

‘Spinal cord’ for service

management best practices,

certification schemes and

tools

Covers governance,

management, provision and

consumption


Christian

F. Nissen



Twitter: @TSF_ASM






AS

M©

-T

he

me

ta m

od

el

Christian

F. Nissen

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Twitter: @TSF_ASM






AS

M©

-T

he

me

ta m

od

el

Service Act

Service Value /

Service Outcome

Service System

Christian

F. Nissen



Twitter: @TSF_ASM





CSI: a catalyst for the ASM


Defining service

logic

Common vocabulary

Collective

consciousness

Iterative

improvement

Where are we now?

How do we get there?

Are we there yet?

Multi-disciplinary

Multi-framework

Sharon

Taylor

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Twitter: @TSF_ASM





Applying CSI to the ASM

CSI approach is widely understood

A common thread across the service industry

Customer and provider focused

Processes, metrics, services, customers, etc.

Iterative and ongoing

Macro or micro


Sharon

Taylor



Twitter: @TSF_ASM





Involving the service consumer in CSI

The purpose of CSI is “to create and maintain value

for customers through better design, introduction,

and operation of services” (ITIL)

Services should always be customer centric and this

requires “customer inclusion” in CSI initiatives

CSI should also ensure value is delivered at an

acceptable cost


Gary

Hardy

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Twitter: @TSF_ASM





Involving the service consumer in CSI


Drive CSI based on a customer /supplier win – win relationship:

Communicate in customer language

Align service offerings with customers needs

Optimise the use of resources

Adapt good practices to suit the customer environment

Provide transparent performance reports

Review performance with customers

Monitor CSI outcomes against customer value goals

Gary

Hardy



Twitter: @TSF_ASM






Mark

Smalley

The IT service consumer’s role

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Twitter: @TSF_ASM





The IT service consumer’s interests


Mark

Smalley

Right investment choices

Effective delegation to IT

Information systems used

well by users

Information systems

protected from abuse

Demonstrable management

of I&T business assets



Twitter: @TSF_ASM





The IT service consumer’s guidance


Appoint super (duper) users, functional sysadmins,

information managers, system owners

Formalize processes to an appropriate degree

Start with operational processes such as end user

support, business data management, etc.

Mark

Smalley

Van Haren Publishing

free e-book BiSL PG

http://bit.ly/1Qs7jrI

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Twitter: @TSF_ASM





Q&A

Overview of the ASM (Christian)

CSI: a catalyst for the ASM (Sharon)

Involving the service consumer in CSI (Gary)

The IT service consumer’s role (Mark)


How service-dominant logic will step-change your CSI initiatives

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