ITSM Futures Continually Improving? Sunrise Event Presentation 21 st October 2015
Agenda Do we need an IT department? CIO challenges Futures? What do we need to do? Summary ITIL Practitioner update
Do we need an IT Department?
Every company is an IT company now So do we all need an internal IT department..?
We support people not just technology
We support people not just technology Success depends on our ability to interact productively, positively and professionally with people
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
8 #ITSM Goodness
The role of IT needs to evolve, from: Systems to Service provider Engineer to Retailer Geek to Broker
CIO Challenges
The CIO Needs to step 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
IT Futures?
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
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
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 development approaches
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
IT Service Management is transferrable to wider enterprise operations and management Enterprise Service Management (ESM) is not a new idea - now there is a clear imperative to work across organisational boundaries to achieve shared value
What do we need to do?
CSI Approach What is the vision? Where are we now? Where do we want to be? How do we get there? Did we get there? How do we keep the momentum going?
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
ITSM and DevOps
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
Practical DevOps Collaboration Sprints and agile development Continuous development Minimum viable product Positive blame-free culture Open CSI approach Principles over processes
Summary
Key Areas ESM re-invent IT Culture ITSM and DevOps Embed CSI Collaboration, Collaboration, Collaboration Services not systems New Skills
Thank you for listening! www.barclayrae.com Itsmgoodness.com @itsmgoodness BrightTALK CH 9885 @barclayrae bjr@barclayrae.com
What we heard Most CIOs and IT leaders consider ITIL to be the de facto best-practice guidance for IT service management ITIL has the highest adoption rate of the related frameworks used within IT operations
New Qualification in 2015 New Qualification Scheme Current Qualification Scheme
Practical guidance Based on Continual Service Improvement (CSI)
Improving individual capabilities to Adopt and Adapt
Working with Practitioner Architects Primary development of the new qualification is being done by the Practitioner Architect Team or PAT, under the leadership of Kaimar Karu, AXELOS Head of ITSM: Kevin Behr (US) Karen Ferris (AU) Lou Hunnebeck (US) Barclay Rae (UK) Stuart Rance (UK) Paul Wilkinson (NL) PAT started by leveraging the current ITIL publications, with particular emphasis on material in the five core lifecycle publications as well as Planning to Implement Service Management, and then building on it.
Leveraging experience, globally BEST, GOOD, AND EMERGING PRACTICES The PAT is also drawing on important concepts in other frameworks, methods, bodies of knowledge and philosophies such as Lean, Agile, DevOps, and others WORLD-WIDE COLLABORATION Material developed by the PAT is being reviewed by a wider global team including both representatives of the examination institutes and training organisations, and day-to-day practitioners PRACTICAL VALUE The team will produce the Guidance plus a Toolkit that can be used during the training course, for the exam preparation, and for daily work afterwards
Making a difference THE CSI APPROACH Using the CSI Approach as an organizing framework to lead a person and/or team through practical adoption of ITIL/ITSM guidance. Includes selected specific methods and techniques to use during particular steps of the approach GUIDING PRINCIPLES A set of broad principles that should be used to guide decisions and actions when adopting ITIL/ITSM typically as a person and/or team moves through the steps of the CSI Approach CRITICAL COMPETENCIES Three areas in which it is critical for a practitioner and/or organization to have competencies in order for them to be successful in adopting the ITIL/ITSM guidance: Communication, Measurement & Metrics, and Organizational Change Management
Guiding Principles Focus on value Design for experience Start where you are Work holistically Progress iteratively Observe directly Be transparent Collaborate Keep it simple
Complementary to Foundation ITIL FOUNDATION Provides a common language of IT Service Management (ITSM) Demonstrates the role and value of ITSM in an organisation Focuses on the end-to-end service lifecycle Answers the what and the why of ITSM Helps with the critical first step on your ITSM journey ITIL PRACTITIONER Provides guidance that is helpful for all roles in ITSM Focuses on ITSM improvements at any level in an organisation Addresses the key challenges of adopting and adapting ITIL Answers the how of ITSM Supports realising the full potential of ITIL to deliver value
Key points Targeted at people with knowledge of ITIL on Foundation level Complementary and additive to the existing qualifications 3 credits towards ITIL Expert (same as Intermediate Lifecycle) Draws on core library & Planning to Implement Service Management Helps to apply ITIL/ITSM principles more successfully and quicker Is fractal in nature, can be used at many different organisational levels, and supports an iterative approach
Thank you for listening! www.barclayrae.com Itsmgoodness.com #itsmgoodness BrightTALK CH 9885 @barclayrae bjr@barclayrae.com