SESSION 209 Wednesday, November 1, 11:30am - 12:30pm Track: People, Culture, and Value

Transcription

1 SESSION 209 Wednesday, November 1, 11:30am - 12:30pm Track: People, Culture, and Value Yesterday, Today and Tomorrow the Making of a Profession Malcolm Fry Independent Consultant, Malcolm Fry malcolm@malcolmfry.com Session Description ITSM can be the engine that drives business success, but it can also be a hindrance. As ITSM professionals, it s important that we keep a clear head and stay abreast of new techniques and technologies. This interesting and challenging session will walk you through a timeline of more than fifty significant events and how they affect ITSM and the business as a whole. This is a great introduction for those new to ITSM, as well as a strategy refresher for those with more experience. Speaker Background Malcolm Fry is an IT industry luminary with fifty years of experience in IT. He s authored many best-selling books, articles, and papers on ITSM, including 2009;s Building an ITIL-Based Service Management Department. In 2009, Malcolm was awarded the coveted Ron Muns Lifetime Achievement Award for his work in the service management space. Most recently, he was awarded the IT Industry Legend and inducted into the HDI Hall of Fame.

2 Yesterday, Today and Tomorrow the Making of a Profession ITSM can be the engine that drives business success, but it can also be a hindrance. As ITSM professionals, it s important that we keep a clear head and stay abreast of new techniques and technologies. This interesting and challenging session will walk you through a timeline of more than fifty significant events and how they affect ITSM and the business as a whole. This is a great introduction for those new to ITSM, as well as a strategy refresher for those with more experience. Malcolm Fry and Julie Mohr What makes a profession? Certification Career planning Enterprise recognition Training / education Publications Governance Stability Tools and services Social media presence Growth and evolution

3 The ITIL Certification trail ITIL Foundation Certification ITIL Practitioner Certification ITIL Intermediate Certification ITIL Expert Certification ITIL Master Certification Professional Service Management Framework Career planning Career paths require: Planning Succession planning Appraisals Job descriptions Recruitment Management structure to manage career planning ITSM Careers Path

4 Enterprise recognition As: A valued and approved service provider Provider of recognised services used extensively in an organisation Organizations have ITSM as standard Integration with other enterprise support services Involved in Enterprise planning Ability to improve quality of services Training and education Not just a list of courses Educate to learn but training to practise Planning is the key: To learn to do the job to a required standard in a targeted time Then to develop the skills required to move to the next stage of training/education Must be integrated with career planning and succession planning

5 Publications It is very difficult to become a profession without publications and such as: E-books Webinars Pod casts Books (printed) Magazines Interactive media Etc Governance Proficiency in all relevant governance processes Ability to apply governance required Ensure governance is being followed by support groups

6 Stability A profession is: Stable Respected Reliable Understood Takes time out to help Keeps looking to improve Image is the key Tools and services Few professionals can work without support tools Think of a chef as opposed to a cook ITSM are the new kids and have arrived with the leading edge tools but remember a fool with a tool is still a fool Make sure you use tools for the benefit of the other services and

7 Social media presence Keeping in touch is a key component of modern ITSM In a few short years ITSM has driven the lead for Social Media penetration into the business Social Media is now the most preferred business tool ITSM must retain a key role for Social Media Growth of ITSM Baby boomers Generation X Generation Y Generation O

8 Growth and evolution Not just capacity but also availability Many of the worst outages have been due to capacity issues ITSM must grow with control and discipline Managing growth is the key to recognition What makes a profession? Certification Career planning Enterprise recognition Training / education Publications Governance Stability Tools and services Social media presence Growth and evolution

9 Baby Boomers and before 1965 Timeline 1950: Ferranti Mark : Mainframes 1959: ATM (US) balances only 1960: IBM : System/360 The 1960s were the IBM era Effect No recognizable Help Desks Data control were contact point Data prep was the big activity Lost/wrong prints were the issue of the day Generation X 1965 > 1977 Timeline 1965: BASIC 1968: CICS + ATM (UK) 1969: CompuServe Magnetic strip cards + moon landing 1970: Rational databases 1971: Speech recognition + floppy disk 1972: Atari 1973: Ethernet/LAN 1974: SNA 1975: IBM 5100 PC + Microsoft 1976: Laser printer + space shuttle 1976: Apple Effect Help Desk still embryonic Networking now having an effect Remote PCs creating user issues Technicians providing support At a cost! Computer Operators providing more support

10 Generation Y 1978 > 1996 Timeline 1981: Osborne (laptop) 1982: Excel 1983: 1G Cell Phones + Lotus : ITIL (?)1985: AOL + ACD 1987: PS/2 1988: NeXT + OOPs + Digital Natives 1989: Netware 3 + Microsoft Office + HDI 1990: Archie + WWW 1991: Linux + 2G Cell Phones + Internet + Tom Tom 1992: Windows 1993: Mosaic 1994: Spam + Cloud + smartphone (devices) 1995: Convergence + Amazon + Internet + ebay + Java 1996: The Dotcoms + COBIT + Open Software Descriptor Effect On the road for the first time Programmable workstations Search engines Remote programming External communications Remote networks IT as a business Faster program delivery True world wide interconnectivity Front end services Start of the Help Desk Corporate penetration Searching is now possible Browsing is now possible HD recognized as essential Certification & standards 0 Generation 1997 > : Six Degrees + Distributed Computing + Palm pilot + smartphone (name coined) + Outlook (Unified Inbox & Smartphone) 1998: XML + CoLocation Hosts (Original SPs) 1999: itunes + Wireless + Y2K + Blackberry 2000: Virtualization, Containers + Paypal 2001: Blogs + 3G Cell Phones 2002: Sarbanes-Oxley + Plaxo + BSM 2003: SaaS+ Linkedin + Skype 2004: ERP + Facebook + podcast 2005: Multicore Processors + youtube + ebay 2006: Twitter Timeline 2007: The iphone + Fitbit + Kindle 2008: Spotify + Virtual Desktops 2009: Pinterest 2010: ipad, Millennial Change How do you.? Effect Help Desk is now Service Desk Sophisticated tools for SD Failures have bigger impact Governance now dominates Managers and buy their own solutions Everyone is technology literate Services are increasingly sophisticated Certification is now the norm More portable technologies Technology now the norm for communication Technology the norm in schools BYOD & Social Media 7.8 billion potential callers!!!

11 Millennial 1997 > 2017 Timeline 2012: 4G, XaaS Applications, Multi-Modal Retail 2013 Digital Transformation, Unified Comm 2014 Converged Hyperconverged 2017 Effect Well what is next? We don t know you tell us

12 What can I do about it? Use the term Professional in your communications: Business cards s/media Job titles Put your exam letters after you name Behave a professional manner Dress like a professional Think like a professional Most important is your image