Just how relevant is IT Service Management in today s world? Service Management Melbourne 23 August Elizabeth Cleland

Transcription

1 Just how relevant is IT Service Management in today s world? Service Management 2017 Melbourne 23 August 2017 Elizabeth Cleland 1

2 Not the first to ask this kind of question and I m not going to be the last 2

3 ... And this is my favourite Why I hate ITIL so much (Aug 2015) ITIL contains nothing of value for the future ITIL/ITSM has prevented enterprise change for about 15 years Overinvestment in Operational Control ITIL is not about delivery or excellence Responsibility abandonment Poor communications Poor Management practices Most viable models today are Agile/Kanban, Devops, Scrum, and Sil0-busting teams What is most interesting is that these models are what ITIL was intended to fix 3

4 Then I see things like this 4

5 and this 5

6 just another cut of ITIL? 6

7 and this because ITIL is the most powerful and entrenched orthodoxy in large, complex organizations. 7

8 so what s the problem Words have meaning Interaction OVER process; entrenched orthodoxy; blowing up bureaucracy; standard vs framework I really do like what some of these models have to offer, but wonder what the impact on service management is Are they squeezing service management down to just the scope of incident-problem-change-request; and out of strategy and design Are they taking over and replacing service management 8

9 My objective and approach So I wondered what people are actually thinking it all? Where does service management fit in today s world? So decided to do a bit more investigation into what people are saying Investigate the current models in operation More targeted observation Survey people working in IT to see what they say 9

10 So what is IT Service Management then IT Service Management Is how you manage the services you deliver to end users ITIL Teaches you the best practice for ITSM Enterprise Service Management Brings ITSM strategy to the rest of the departments in the business 10

11 But it s all just management of services 11

12 economics Goods Services Output in economics is the "quantity of goods or services produced in a given time period, by a firm, industry, or country", whether consumed or used for further production.

13 It s only ever goods or a service Goods Services 13

14 But then we have products Products In a marketing, a product is anything that can be offered to a market that might satisfy a want or need. In retailing, products are called merchandise. In manufacturing, products are bought as raw materials and sold as finished goods. A service is another common product type.

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16 So the question I want to ask Given that what we do at our core is to provide services, then why is Service Management not at the top of the IT organisation pyramid? 16

17 Other models 17

18 Nothing new here 18

19 So sharpened up my observations Technology is core in a more understandable and experiential way The Apple Watch verses the very first telephone The first business computers vs Xero ITSM has been reduced back to Incident-Problem-Change-Request Other models have evolved And continue to evolve Filling gaps - perceived or actual ITSM represents old fashioned corporate world, has no presence in today s economic organisations Technology employment trends and predications Security; data management and analytics; cloud, consumer and social media 19

20 Service is the inconvenience between cooking and collecting the cash From Rick Stein s Mediterranean Escapes, 15 June

21 Ran a survey to see what people were saying How do you describe what your IT organisation does? What are the top 3 challenges you think your IT organisation faces today? Thinking of your Service Management capability, how does it help your IT organisation address these challenges? Thinking of your Service Management capability, how does it prevent your IT organisation from addressing these challenges? What other practices, methodologies or approaches do you prefer over Service Management to help you address these challenges? Thinking about IT Service Management (ITIL) practices in general, what are the top three (3) improvements you would like to see? Do you have anything else you'd like to add about IT Service Management? 21

22 Survey results 15 responses 118 views on LinkedIN for the post requesting input; also direct s. Average 9 minutes to complete Good spread of roles 11 based in Australia 1 x Rest of Asia Pacific 1 x North Americas 1 x nil response 22

23 About surveys 23

24 What does your organisation do? Specifically wanting to see how many, if any, identified themselves as service organisations Business 7 Service 2 Technology 2 Business support 2 Outsourcer 1 Other 1 24

25 Challenges People 7 Technology change 6 Cost 5 Organisation change 5 Growth 3 Value to business 3 Business change 3 Agility 2 Customer engagement 2 Vendors 2 Innovation 1 Outsourcing 1 Process 1 Stability of tech 1 42 Responses 25

26 How ITSM helps Tools and processes 8 Common framework 4 People 4 Service definition 3 Growth 2 Delivery 2 Value 2 No value 2 Stability 2 Agility 2 Customer engagement 2 Define value 1 Improvement 1 Governance and control 1 36 Responses 26

27 How ITSM prevents People 4 Old fashioned 4 Restricted application 4 Immaturity 2 Business value 2 Speed and agility 2 Inflexible 1 Mismatching tools 1 Technology focus 1 Other. 6 People 4 Old fashioned 4 Restricted application 4 Immaturity 2 27 Responses 27

28 Preferred methodologies DevOps 6 COBIT 6 Agile 4 SIAM 2 ITIL 2 SFIA 2 IT4IT 1 Lean 1 PM 1 Automation 1 Concierge style service 1 Investment 1 Cloud 1 Communications 1 30 Responses 28

29 Improve ITSM Refinement 12 Refresh 5 Automation / AI 3 More pragmatic application 2 Business alignment 2 Agility 2 Tools 1 DevOps 1 Improved governance 1 Cost focus 1 Cloud 1 Streamline qualifications 1 32 Responses 29

30 So what s this telling us ITSM is still relevant in today s world It still provides value, and it is still valued As always, some people love it, some love to hate it No change here really And the world is changing So we need to re-think IT Service Management 30

31 What do we need to do Change the conversation; develop a new story Talking about service in a world focused on all things tech and digital We need to fit the service story into a product conversation We need to get back to the big table Measure and report on service metrics, not just service management metrics Manage the service, don t just do service management Make the tools work for you Focus on the end service Work out how to integrate with what else is going on in the IT organisation 31

32 What do we need to do Embrace the new methodologies Lean in Contribute to building the new world Challenge the thinking; become the disruptors In a way that you are comfortable with Use questioning to make your point Use humour Learn how to lobby Focus on winning the war, not every battle 32

33 What do we need to do Become service experts Experts in everything to do with running service organisations Develop a simple clear description of your organisation s services 30 sec elevator pitch for what do you do Staff digital toolkit Business Systems PMO One stop shop Governance Desktop/Laptops Mobile devices BYOD Access Connectivity Apps Management Host your data BMA support Transition to IT support Run your project Personnel Systems QA and advisory Service desk Shopping cart VIP support Strategy/Planning IT Security and risk Service continuity Reporting 33

34 and how they support the business service value chain Staff digital toolkit Business Systems PMO One stop shop Governance Desktop/Laptops Mobile devices BYOD Access Connectivity Apps Management Hosting BMA support Transition to IT support Run your project Personnel Systems QA and advisory Service desk Shopping cart VIP support Strategy/Planning IT Security and risk Service continuity Reporting 34

35 What do we need to do Bring governance in 35

36 What do we need to do Invest in our profession Make it best practice Do what will make the organisation better Improve and expand your skills Evolution or revolution or walk away 36

37 Summary We are service organisations But the world is changing We need to 1. Become a service expert 2. Change the conversation 3. Manage the service, don t just do service management 4. Embrace the new methodologies 5. Challenge the thinking; become the disruptors 6. Bring governance in 7. Invest in our profession 37

38 IT Service Management is relevant Thank you! Elizabeth Cleland 38