Service Management in a Shared-Services Economy
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1 Service Management in a Shared-Services Economy Ron Davis, Cask LLC 13 YEARS SERVICE MANAGEMENT LOVES MUSIC B.S. PROFESSIONAL AERONAUTICS M.B.A. INTERNATIONAL BUSINESS RON DAVIS ADVISOR AT CASK DAY TO DAY: MANAGEMENT CONSULTING & SERVICE MGT CASK LLC
2 UBER SCHEDULED PICKUP IN 5 MINUTES 5 ROOM FOR EVERYONE THINK UBER POOL WHAT S YOUR NEXT DESTINATION IF FULLY INVESTED IN ITSM, THEN IT IS THE DESERT IT HAS TAKEN LESS THAN 15 YEARS IN LESS THAN 15 YEARS MEET DISRUPTION
3 DISRUPTION IS AIRBNB UBER FACEBOOK ALIBABA AirBnB is the world's largest provider of places to stay, but they own none of the real estate. Uber is the world's largest taxi company, but they own no vehicles Facebook is said to be the world's largest media owner, but they create no content Alibaba is said to be one of the world's most valuable retailers, but they keep no inventory Tom (2015) TODAY S THOUGHT BE THE BEST IT DEPARTMENT Build your brand what ever that is. IT OFFER AWESOME SERVICES When something s less than awesome, abandon it, and build another just like it. Step 2: Repeat step 1. SERVICE MANAGEMENT RELEASES & CREATIVITY Creativity is for designers, whom aren t really IT. Releases are for promotions & bonuses. No money, no honey. OFFER 24/7 SUPPORT Only if your job depended on it. Only by shifts. Only once a year.
4 HOW TO HIDE IN PLAIN SIGHT TOMORROW S REALITY OFFER 24/7 SUPPORT SERVICE MANAGEMENT IT Plan to be to globally minded. No matter the industry. RELEASES & CREATIVITY Always start with the end in mind. Release often & smart. Creativity & User Experience come 1 st. Form follows function. OFFER AWESOME SERVICES Use the 80/20 rule often. Always look for opportunities to improve. You re not a cost control, you re a revenue enabler. BE THE BEST COMPANY There is no: US versus THEM. We sail together, we sink together. 3 WAYS THINGS REMAIN HIDDEN FROM US PERCEPTION INCEPTION 3 CONCEPTION Artwork by Liu Bolin Courtesy of Galerie Paris-Beijing
5 PERCEPTION ability to see, hear, or become aware of something through the senses 1 CORNSWEET ILLUSION From Why We See What We Do Purves D, Lotto RB, Nundy S American Scientist 90(3): (2002) INCEPTION famous social experiment : 5 monkeys & a ladder 2
6 CONCEPTION EDBACKCOMMENTS HELP the way in which something is perceived or regarded HELP HELP HELP COMMENTS HELP 3 I DON T CARE IF YOU DON T LIKE ME I LOVE ME HELP WHAT DO YOU NOW KNOW ABOUT YOU Here s what I learned about ME
7 THE INTERVIEW OF LETTING GO 3 REASONS ITSM DIGRESSED 1THE CMDB-OF-THINGS CMDB STUCK Started off with great intentions & excitement A PILE OF RELATIONSHIPS No direct relationship with the front-end of business CURRENT STATE Discovery made the CMDB worse, faster ITOM (IT Operations Management) maps Services to Components ITOM Pre-requisite: agree to remove ITSM tattoos
8 2THE CATALOG-OF-THINGS SERVICE CATALOG Needs it s own restraining order A PILE OF REQUESTS Selling Offering products as services instead of productizing services CURRENT STATE When service doesn t perform as intended, ANYONE gets to say build another one. 3SHARED SERVICE MODEL SHARED BACK-END SERVICES Inherited a global direction, by nature of VMs. PROMISING But, similar to winning the lottery. If mindset isn t there, you ll just go bankrupt within a few years CURRENT STATE Cloud providers help guide towards a more mature models
9 MAPPING ITSM TO SHARE-ECO MODEL WHAT S NEEDED: GREAT INTERFACE & ECOMMERCE EXPERIENCE SERVICE (VERSUS SYSTEM) ORCHESTRATION SERVICE INTEGRATION CREATIVITY FROM THE TOP - DOWN SHARED MAINTENANCE NETWORK CONCEPT DRIVERS RIDERS
10 DESIGN YOUR MINDSET Get Connected For more information on Cask thought leadership Stay in touch with Us UNITED STATES OFFICE 9350 Waxie Way, Ste 210 San Diego, CA VIRGINIA OFFICE 475 Aquia Towne Ctr Dr, Ste 305 Stafford, VA x2 Aquia Towne Center 475 Aquia Towne Center Dr #305 facebook.com/caskllc Linkedin.com/company/cask-llc DALLAS OFFICE 4100 McEwen Ste 240 Dallas, Texas Headquarters
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