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Preparing for Digital Business Matthew Hooper, ITSM Evangelist Copyright © 2016, LANDESK. All rights reserved.
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Preparing for Digital Business - ITSM Academy ITSM... · Traditional ITSM Agile ITSM Customer – anyone not in IT PMO, Development, Ops – 3 different groups IT & the Business IT

Aug 09, 2020

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Page 1: Preparing for Digital Business - ITSM Academy ITSM... · Traditional ITSM Agile ITSM Customer – anyone not in IT PMO, Development, Ops – 3 different groups IT & the Business IT

Preparing for Digital Business

Matthew Hooper, ITSM EvangelistCopyright©2016,LANDESK.Allrightsreserved.

Page 2: Preparing for Digital Business - ITSM Academy ITSM... · Traditional ITSM Agile ITSM Customer – anyone not in IT PMO, Development, Ops – 3 different groups IT & the Business IT

DISRUPTION

Page 3: Preparing for Digital Business - ITSM Academy ITSM... · Traditional ITSM Agile ITSM Customer – anyone not in IT PMO, Development, Ops – 3 different groups IT & the Business IT

Howdidwegethere?

Mainframe -

LAN desktops -

WAN systems -

Internet Systems -

Mobile apps -

Cloud apps -

Page 4: Preparing for Digital Business - ITSM Academy ITSM... · Traditional ITSM Agile ITSM Customer – anyone not in IT PMO, Development, Ops – 3 different groups IT & the Business IT

Theabilitytodigitallyreimagine the

businessisdeterminedinlargepartbya

cleardigital strategy supportedby

leaderswhofosteraculture ableto

change andinvent thenew.Strategy,notTechnology,DrivesDigitalTransformation

MITSLOANManagementReview

http://sloanreview.mit.edu/digital2015

Page 5: Preparing for Digital Business - ITSM Academy ITSM... · Traditional ITSM Agile ITSM Customer – anyone not in IT PMO, Development, Ops – 3 different groups IT & the Business IT
Page 6: Preparing for Digital Business - ITSM Academy ITSM... · Traditional ITSM Agile ITSM Customer – anyone not in IT PMO, Development, Ops – 3 different groups IT & the Business IT

DIGITAL

Page 7: Preparing for Digital Business - ITSM Academy ITSM... · Traditional ITSM Agile ITSM Customer – anyone not in IT PMO, Development, Ops – 3 different groups IT & the Business IT

Most managers think the key to growth is developing new technologies and products.

But often this is not so. To unlock the next

wave of growth, companies must embed

these innovations in disruptive new

business models.- ClaytonChristensen Harvard

Professor and Author of Innovators Dilemma

Page 8: Preparing for Digital Business - ITSM Academy ITSM... · Traditional ITSM Agile ITSM Customer – anyone not in IT PMO, Development, Ops – 3 different groups IT & the Business IT
Page 9: Preparing for Digital Business - ITSM Academy ITSM... · Traditional ITSM Agile ITSM Customer – anyone not in IT PMO, Development, Ops – 3 different groups IT & the Business IT
Page 10: Preparing for Digital Business - ITSM Academy ITSM... · Traditional ITSM Agile ITSM Customer – anyone not in IT PMO, Development, Ops – 3 different groups IT & the Business IT

CurrentTrends

“Paperisnotourcompetition..filingisourcompetition”

PhilLibinFounderEvernote

Page 11: Preparing for Digital Business - ITSM Academy ITSM... · Traditional ITSM Agile ITSM Customer – anyone not in IT PMO, Development, Ops – 3 different groups IT & the Business IT

Currenttrends

Page 12: Preparing for Digital Business - ITSM Academy ITSM... · Traditional ITSM Agile ITSM Customer – anyone not in IT PMO, Development, Ops – 3 different groups IT & the Business IT

NewDigitalWorkforce

Page 13: Preparing for Digital Business - ITSM Academy ITSM... · Traditional ITSM Agile ITSM Customer – anyone not in IT PMO, Development, Ops – 3 different groups IT & the Business IT

RevenueGrowth

CreateBetterCustomerExperiences

AchieveCostSavings

ImprovedecisionMakingthroughAnalytics 2%

4%25%45%

Page 14: Preparing for Digital Business - ITSM Academy ITSM... · Traditional ITSM Agile ITSM Customer – anyone not in IT PMO, Development, Ops – 3 different groups IT & the Business IT

Source:PwC,201

5Glob

alDigita

lIQ®Survey,

2014

Digita

lIQ®Survey;B

ases:1,988

,1,494

201

5:

Q:Inthelast12mon

ths,whatp

ercentageofyou

rorganiza

tion’s

digitalenterprise

bud

getw

assp

entinthefollowingareas?

;201

4:Inth

elast12mon

ths,ofallthespen

dinginyou

rorganiza

tionon

techno

logy,

whata

pproximatepe

rcen

tageofitw

assp

entinthefollowingfunctio

ns?

Page 15: Preparing for Digital Business - ITSM Academy ITSM... · Traditional ITSM Agile ITSM Customer – anyone not in IT PMO, Development, Ops – 3 different groups IT & the Business IT

WHO’sDrivingDigitalTransformation?

Howorganization definesDigitalStrategy

CIO CMO

SynonymouswithIT 41% 29%

Customer-facingtechnologyactivities 33% 49%

Technologyinnovation- relatedactivities

50% 62%

Source: PwC, 2015 Global Digital IQ® Survey; Base: 1,988Q: How does your organization de ne digital? Select up to two statements that best describe your company.

Page 16: Preparing for Digital Business - ITSM Academy ITSM... · Traditional ITSM Agile ITSM Customer – anyone not in IT PMO, Development, Ops – 3 different groups IT & the Business IT

Whatwillfix?

Page 17: Preparing for Digital Business - ITSM Academy ITSM... · Traditional ITSM Agile ITSM Customer – anyone not in IT PMO, Development, Ops – 3 different groups IT & the Business IT

Anorganization’sabilitytolearn,andtranslatethatlearninginto

action rapidly,istheultimate

competitiveadvantage.JackWelch

CEOofGEfor20yrsdrivingvalue

4,000%

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AGILITY

Page 20: Preparing for Digital Business - ITSM Academy ITSM... · Traditional ITSM Agile ITSM Customer – anyone not in IT PMO, Development, Ops – 3 different groups IT & the Business IT

Traditionalvs.AgileITSMTraditionalITSM AgileITSM

Customer– anyonenotinIT

PMO,Development,Ops– 3differentgroups

IT&theBusiness

ITProjects

ServiceProviders

Companyhas1customerandtheydon’tworkhere

ITisnotadepartmentbutacapability

ITisthebusiness

Onlybusinessprojects

ITenablestheDigitalStrategyoftheorganization

Stackedsetsoffunctionalityarepublishedinamajorrelease Smallsprintsofcodeareutilizedtocreatechange

Incidentsandoutagesareadetanglingeffort Impactsarequicklyisolatedandroll-backisperformedifneeded

Page 21: Preparing for Digital Business - ITSM Academy ITSM... · Traditional ITSM Agile ITSM Customer – anyone not in IT PMO, Development, Ops – 3 different groups IT & the Business IT

LANDESKITSM Attainment Levels

Initial

Managed

Shared Service

Business Optimized

Level 0

Level 1

Level 2

Level 3

Level 4

Unmanaged

Cost Time Risk QoS

Page 22: Preparing for Digital Business - ITSM Academy ITSM... · Traditional ITSM Agile ITSM Customer – anyone not in IT PMO, Development, Ops – 3 different groups IT & the Business IT

Integrated IO capability

Page 23: Preparing for Digital Business - ITSM Academy ITSM... · Traditional ITSM Agile ITSM Customer – anyone not in IT PMO, Development, Ops – 3 different groups IT & the Business IT

RequirementsBuild

Test IncidentRelease Operate Resolve

What’sNeeded

What’sbroke

What’sChanging&bywho

Whoisusing

What’snotworking

Howdidwefixit

ProjectManagement

SourceControl TestManagement Email

EventManagement

IncidentManagement

KnowledgeManagement

?

Pray

What’sConnected

WATERFAILMethodology

Page 24: Preparing for Digital Business - ITSM Academy ITSM... · Traditional ITSM Agile ITSM Customer – anyone not in IT PMO, Development, Ops – 3 different groups IT & the Business IT

ServiceHealthSystem

EnterpriseServiceModel

WhyNeeded

RequirementsBuildTest

HowConnected

WhatCouldbreak

EnterpriseKnowledge

Incident

ReleaseOperate

ResolveWhois

impacted

What’schanging

Howweimprove

EnterpriseServiceModelforITSM&DevOps

Page 25: Preparing for Digital Business - ITSM Academy ITSM... · Traditional ITSM Agile ITSM Customer – anyone not in IT PMO, Development, Ops – 3 different groups IT & the Business IT

S e r v i c e M a n a g eme n t

Se r v i ce Ope ra t i on- S u p p o r t- M a i n t e n a n c e

C h a n g e

I n nova t i on Management

R e l e a s e

C o n f i g

P M

E A

D em a n d

A u t o m a t i o n

V a l i d a t i o n

O p p o r t u n i t y

I d e a t i o n

ServiceManagement&InnovationManagement

Page 26: Preparing for Digital Business - ITSM Academy ITSM... · Traditional ITSM Agile ITSM Customer – anyone not in IT PMO, Development, Ops – 3 different groups IT & the Business IT

DIGITAL OFFICER REPORTING FOR DUTY

Page 27: Preparing for Digital Business - ITSM Academy ITSM... · Traditional ITSM Agile ITSM Customer – anyone not in IT PMO, Development, Ops – 3 different groups IT & the Business IT

Thankyou

Contactinfo:[email protected] Tw i t t e r : @V i g i l a n t G u y