itSMFnz 2015

Trends in ITSM itSMFnz 2015 WWW.FRIDAYSOLUTIONS.COM n 1

WWW.FRIDAYSOLUTIONS.COM

Trends in ITSM Last years itSMFnz Conference left me with the impression that ITSM was maturing, or specifically that HOW ITSM is being adopted is maturing. I am pleased to say this has continued over the last 12 months, but I think the practice will always be challenged by NZ’s “she’ll be right” attitude and the challenge many face in communicating the value ITSM delivers to the drivers that impact business: revenue, customer satisfaction, user experience and compliance. My presentation today is my observation of trends I have seen over the last year as well as the impact on the toolkit used.

Trends: People


Trends: People

Positive: • ITSM seen as more than a set of

processes • TCO & service value by Service

Catalogue • Facilities and IT • Shared service / CLOUD


Trends: People

Negative: • Poor understanding of what ITSM is • Struggle to show business value • Purists • Rabbits & Super Heroes


Trends: Process


Trends: Process

• Pragmatism • Perception • The Big-Five: (Incident, Service

Request, Change, Reporting, KM)


Trends: Process


• Process hasn’t changed in the last 12 mnths: though AXELOS Ltd impact on ITIL Trademark and IP could be interesting

• Greater recognition that ITSM is more than a set of processes • Typically implement: Incident, service request, and reporting. Change comes latter and KM happens along the

way. • Problem, Capacity, Supplier Management & SC can be laggards – oddly the SC determines the “what” it is rarly

done comprehensively • SLA/OLA – supplier Management often neglected or undocumented . . . And yet business’s outsource . . . Then

complain the outsourcer isn’t doing what they want . . . . • – jargon and intellectualism detracts from value delivered • DevOps: rarely discussed • Agile & Waterfall. Agile is still seen as the cure-all (hype or reality?!) • Shared Service / CLOUD (sorry, compulsory trendy jargon) – significant impact on Operational Structure &

Process ITIL is not the only show in town, but is the default terminology, just as we send bad debtors to Baycorp, have a “Kodak” moment, or used to play SpaceInvders and use the Xerox. Alternates are: Integrated service Management, USMBOK, FitSM, ISO 20,000, Microsoft Operating Framework, CMMI, Togaf . . . Common sence!

Trends: Technology / Tools


Trends: Technology / Tools

• Automation using tools

• Greater capability of smaller tools

• Big tools still frustrate people with big implementation budgets

• Service Catalogue confused with Service Request Catalogue






Supplier Management Buyers:

• Poor supplier management

• Poor Service Delivery Management / Governance

• Low perceived value

Service Provider:

• Poor Service Delivery Management / Governance

• Evolving market capabilities

• Children & Pets: lowest accepted standard / meet expectations - Cause & Effect – impacting actions and perceptions - Catch 22 / Chicken and Egg, short term & long term


Outsourcers • Old contracts

• SLAs

• Delivery Management

• Governance


Outsourcers Outsourcers still not delivering / Contracts not remaining aligned • Infrastructure focus • IT Ops delivery precludes innovation • SLA / OLA not documented and defined internally & for

outsourcers

• Not keeping pace with changing needs

• Corporates not realising the value they could achieve from suppliers – Boston Consulting Group paper on business impact

• - Quote running through Social media to the affect of “if you think its expensive to hire a professional wait until you hire an amateur”

Tool Kit


How are these observations impacting the Tool Kit used to implement ITSM:

Tool Kit

• Composed of an integrated set of methodologies, tools, data and roles & responsibilities

• Business Service Catalogue

• Communications tools (OCM)

• Reporting, with good data

• Consultants & Outsourcers


Business acumen • Management skills (communications, maturity, Exec presence,

business outcomes)

• Those with business acumen get more Exec buy in, budget and support

• Understand the business alignment of technology & services (support servers but not knowing what they do)

• CIO Summit June only has two ITSM vendor, but does have two sessions, one is titled :Delivering operational excellence, security and innovation in the age of the digital enterprise, the 2nd is titled “All of Government, service orchestration and governance assurance”. AoG


Greater user acceptance

• Organisational Change Management

• Find a champion

• Delivering sustainable change at a palatable pace

• Communication styles


Governance & reporting

• ITSM in context of bigger IT portfolio delivery

• Reporting at an operational, leadership and governance level


Sum of the parts


Aristotle: “the whole is greater than the sum of the parts” The careful balance and combination of P,P & T to meet the environment produces the transformation required. Primary focus on People & Process is essential, because if the people aren't engaged then adoption will fail. Nice to see this is a common discussion on Facebook Back2ITSM. PEOPLE element is larger and more complex than the other two, followed by Process and lastly the Tool component

My challenge to you …


My challenge to you is . . . Can you put your hand on your heart and say “I help gain new customers, deliver better services to consumers (the revenue kind, not internal users), and help the business achieve its strategic goals

And the business agrees with me!”

If you can’t do that . . . Call me.

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ROBERT LILLEY,

M: + 64 21 88 64 63

[email protected], www.fridaysolutions.com


itSMFnz 2015

Technology

integrated service management

value itsm

service request catalogue

observation of trends

service catalogue facilities

itsm itsmfnz

supplier management

shared service cloud