RUGIT Meeting. The changing world of Service Management ITSMF UK Update Barclay Rae CEO, ITSMF UK

Transcription

1 RUGIT Meeting July th September 2016 The changing world of Service Management ITSMF UK Update Barclay Rae CEO, ITSMF UK

2 Barclay Rae CEO ITSMF UK

3 July 2014 The changing world of Service Management

4 Background IT Service Management is at a critical crossroads. The pre-eminence of ITIL is being challenged New ideas like DevOps, Bi-modal IT, SIAM IT4IT are gaining adoption and challenging existing ways of working

5 Challenges ITIL / (insert dated framework here) is dead We don t do services DevOps vs. ITSM Agility and speed vs. process and control Bi-Modal IT Shadow IT New frameworks, new demands, new workforce, new models Service Integration/SIAM 52% of ITSM improvement programs fail due to internal barriers or resistance to change in the organization Forrester Nearly 40% of CIOs are on the bimodal journey, with the majority of the remainder planning to follow in the next three years. - Gartner 2016 CIO Report

6 Questions How do IT organisations evaluate and adapt to these challenges? What should you do (if anything) to adapt?

7 Every company is an IT company now So do we all need an internal IT department..?

8 The role of IT needs to evolve, from: Systems to Service provider Engineer to Retailer Geek to Broker

9 We support people not just technology Success depends on our ability to interact productively, positively and professionally with people This involves collaboration: Between people Across teams and IT departments Beyond IT departments With partners

10 Many support tasks can be eliminated or automated, as can a number of administrative approval and documentation functions Current high levels of administration and break/fix tasks in IT result in high levels of waste

11 Vendors must be chosen on a long-term partnership basis with clients need to move to sustainable partnership model that includes solid risk assessment and shared responsibility/reward

12 IT departments still have a responsibility to manage and protect the information assets of the organisation This is often forgotten in the race to be agile and to use cool new stuff approaches

13 Organisations need to invest in hiring a wider range of people and skillsets for successful IT new skills and people are needed for commercial negotiation, contracts, relationship management, commercial and financial management

14 IT Service Management is transferrable to wider enterprise operations and management Enterprise Service Management is not a new idea - now there is a clear imperative to work across organisational boundaries to achieve shared value

15 New IT Skills Specialist technical skills Organisational change and people development Key business knowledge/skills Contract and supplier management Supply and demand management Marketing and communications Relationship management Contract negotiation

16 Professional SM Framework

17 The CIO Stepping up Must challenge and disrupt IT Has to demonstrate value Must promote good governance Needs to sense and respond Needs support and trusted data Must clarify that: IT can t do it all

18 ITSM and DevOps? ITSM? Structure + process Waterfall, silos Taylorism Dated, mainframe based 80s and 90s Suits and button downs Whitehall DevOps? Cool and collaborative Transparent Fast and continuous development Generation Y T-shirts, hipsters Bay Area

19 DevOps A new context for many not interested in ITSM and BSM A new context that speaks to a new audience Not restricted to start-ups and tech companies Now used in part / adaption in many orgs and projects An approach that focusses on teamwork, collaboration and principles - respect The DevOps trend goes way beyond implementation and technology management and instead necessitates a deeper focus on how to effect positive organizational change. - Gartner

20 Practical DevOps Collaboration Sprints and agile development Continuous development Minimum viable product Positive blame-free culture Open CSI approach Measurement, Measurement In response to the rapid change in business today, DevOps can help organizations that are pushing to implement a bimodal strategy to support their digitalization efforts - Laurie Wurster, Gartner

21 ITSM and DevOps? ITSM Frameworks for operational processes Bodies of knowledge Training programmes Process and technology models Associated with large organisations DevOps Agile based collaboration approach A way of working Fast development approach Getting it right first time Blame free new culture

22 ITSM and DevOps? ITSM and DevOps Need to define services Structured around Service Delivery Customer experience Journey Mapping Measurement and metrics Collaboration and Communication

23 ITSM and DevOps? Process Culture Control ITSM DevOps Speed Customer Engagement - BRM Service Definition - Catalogue Metrics + Measurement - CSI

24 Service Management Process Culture Control ITSM DevOps Speed Customer Engagement - BRM Service Definition - Catalogue Metrics + Measurement - CSI

25 SIAM models Multiple Supplier Management Approaches Client Organisation Service Integration Client Organisation Applications Management Provider Infrastructur e Provider Networks Provider Model 1: Retained Client SI Function Applications Management Services Service Integration Infrastructure Services Model 2: Single Supplier Network Services Client Organisation Client Organisation Service Integration Service Integrator Applications Management Provider Infrastructure Services Model 3: Service Guardian Networks Provider Application s Managemen t Provider Infrastructure Provider Model 4: Separate Service Integrator Networks Provider

26 The CIO Stepping up Must challenge and disrupt IT Has to demonstrate value Must promote good governance Needs to sense and respond Needs support and trusted data Must clarify that: IT can t do it all

27 ITSMF UK Update Autumn 2016

28 Value Proposition Professional knowledge, guidance and services that define professionalism across the industry Community the lifetime forum for developing and sharing ideas and practical guidance Voice promoting and supporting Service Management across organisations and industry The professional voice of the Service Management community

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30 July 2014

31 What is PSMF? Text Cartoonist Russ Law -

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33 An umbrella competency framework

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35 PSMF What is it? A competence framework An umbrella model that incorporates other CPD and skills frameworks PSMF defines what a professional can do, without being prescriptive

36 PSMF How does it work? PSMF Content is free to all ITSMF UK members at itsmf.co.uk Organisations can be assessed and audited to be compliant with the PSMF approach Individuals can be recognised at practitioner and professional levels Simple, light touch

37 xxx PSMF Case Study

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39 ITSMF Activities

40 Communications - a new approach in 2016 Masterclasses and educational events around new and emerging industry topics, like DevOps, SIAM, Cybersecurity, Shift Left and IT4IT Classic short industry workshops on popular topics like problem management, service catalogue etc. New thought leadership events, featuring industry luminaries and tailored ITSMF UK research Content/IP developed and retained by ITSMF UK, available for on-site delivery and licensing Live Broadcast series sponsored TV programmes discussing ITSM Topics in depth

41 ITSM16 a date for your diary Following the success of our 2015 Annual Conference and Exhibition, we are returning to the same venue this year: Sofitel London Heathrow 21 st and 22 nd November This is our 25 th Conference! We hope to see you there!

42 Conference 2016: Professionalism in ITSM ITSM Fundamentals - classic ITSM topics and case studies based around well-known themes and processes Leading Edge ITSM - new and emerging ideas and approaches e.g. DevOps, SIAM, IT4IT, CX, Cynefin People make ITSM - communications, leadership, people development, change management, new IT skills Enterprise Service Management - ITSM with other non-it areas, as well as Service Management exclusively beyond IT

43 Forthcoming Events 13 September Major Incident Management Masterclass 15 September DevOps in an ITSM world Masterclass 26 September ITIL Practitioner event 4 October Shift Left Workshop 13 October Service Catalogue Workshop 20 October South West and Wales Region meeting 1 November Proactive Problem Management Masterclass 3 November North Region Meeting 8 November Change and Release Management Workshop 21 November ITSM16 Conference 8 December Cybersecurity Workshop Further details at

44 Special Interest Groups (SIGs) Special Interest Groups meet regularly to work on white papers, research, presentations and issues of concern to members. Current SIGs include: Service Transition CSI Service Level Management Service Design Problem Management SIAM Interested in helping to set up a new SIG? Please contact the office for further information

45 Publications news SIAM: Principles and practices for service integration and management Launched at ITSM15, the new SIAM book from Van Haren has been reviewed by numerous ITSMF members and offers an excellent introduction to a complex subject. Member price ITIL Practitioner Guidance ITIL Practitioner Guidance is the essential reference text which accompanies the ITIL Practitioner qualification. This publication is also a practical guide that helps IT service management (ITSM) professionals turn ITIL theory into practice through case studies, worksheets, templates and scenarios. Member price All orders to publications@itsmf.co.uk or via the website

46 Website and Social Media Join online discussions, catch up with recent blogs and videos, download a paper or view industry news at twitter.com/@itsmfuk Facebook.com/itsmfu k

47 Thank you! Any Questions? ITSMF UK Premier Gate Easthampstead Road Bracknell, Berks, RG12 1JS United Kingdom Tel: +44 (0) Tel: +44 (0) Mob: +44 (0)

48 Invest in the Service Desk 4

49 What metrics? SLAs!!!?? Server Availability Incident volumes Turnaround times Telephony stats Applications avail All the 99.99s

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51 Metric Bundles SERVICE DESK Metric What Threshold Weighting Telephony ABR/AHT/ATR ABR<5% AHT<5 min ATR<2 min 20% Incident logging SLA Key apps HR + Payroll apps % Service Hours 20% Incident resolution SLA Weekly review Target 90% 20% Agent efficiency Weekly review Target 90% 10% Customer satisfaction Month end billing 100% availability 20% Efficiency/scheduling Internal metrics % targets 10% 98%

52 IT TEAMs Metric Bundles Metric What Threshold Weighting Incident Response OLA All Services Target 95% 20% Incident resolution SLA Weekly review Target 90% 30% Analyst productivity Weekly review Target 90% 10% Incidents caused by changes ration Incident backlog Systems supported >2 monthly 20% Outstanding incidents >5% of monthly total 20% 90%

53 Metric Bundles IT MANAGEMENT Metric What Threshold Weighting Incident + request SLA All Services 99.5% Target 10% Major Incidents All Services 99.8% Service Hours 20% Service availability All Services Target 90% 20% Team performance Relative operational performance Thresholds outside 5% Customer satisfaction Month end billing 100% availability Cost per service Target unit costs / budget Thresholds outside 5% 10% 20% 20% 93%

54 Metric Bundles CUSTOMER - SERVICE A Metric What Threshold Weighting SLA Incident/fix <5 per week 20% Availability Key apps ERP % Service Hours 15% Customer Satisfaction Weekly review Target 85% 25% NPS/KCI Weekly review Target 75% 10% Key Metric Moment of truth Key time availability 100% availability 30% 100%

55 Metric Bundles CUSTOMER - SERVICE B Metric What Threshold Weighting SLA Incident/fix =None per week Availability Key apps HR + Payroll apps % Service Hours 30% 20% Customer Satisfaction Weekly review Target 90% 10% NPS/KCI Weekly review Target 90% 10% Key Metric Moment of truth Month end billing 100% availability 30% 98%

56 94%

57 Summary Leadership Influence, example, communications, facts, relationships Customer Experience Business Outcomes Outcomes over output Principles over process