meet the it paradigmologist

1© ASL BiSL Foundation

RedQuadrant, London, 1 July 2014

Meet the IT Paradigmologist: what

does RedQuadrant think about information

technology?Mark Smalley, IT Paradigmologist

Personal introduction

3© ASL BiSL Foundation NashvilleSt Paul Osaka Tokyo Birmingham

ChicagoLondon Fort Lauderdale

Cary Phoenix

AntwerpLas Vegas Malmö Singapore Kuala Lumpur

EdmontonCalgary Toronto New York Edina

4© ASL BiSL Foundation4

Emanuel School (1594)

Emanuel School (1889)

“tends to become a little confused at times”

“A pleasant, thoughtful boy”

8© ASL BiSL Foundation Photo: Roger George Clark

Trainspotting

9© ASL BiSL Foundation Photo: Roger George Clark

Tim Berners-Lee

Trainspotting

10© ASL BiSL Foundation10 Photo: Roger George Clark

Tim Berners-Lee

Trainspotting

Manager

Work is more fun than fun – Noël Coward[Smalley.I

THE SERVICE MANAGEMENT

INAUGURAL CONGRESS

IT Paradigmologist

Thinking about thinkingThinkin

g about thinkin

gTED Talks

Ken Robinson 2006

Our dependence on IT

Mum, Tim made me do it

Admit it, we have a problem

We need IT

Information

technology

Source: Wikipedia, Maslow's Hierarchy of Needs CC BY-SA 3.0

25% of Britons says that their computer is “the most irreplaceable thing in their life”

Source: www.telegraph.co.uk/technology/news/8628730/Computers-irreplaceable-for-1-in-4.html

• Alcohol – 70%• Chocolate – 63%• Sex – 33%• Computer – 20%

66% sleep next to phone

Give up your phone or

Source: http://gigaom.com/2011/08/03/how-much-do-you-love-your-phone/

• 67% teenagers were “highly addicted”• 50% use them in the lavatory• 40% answer their phone at night• 33% teenagers use smartphones

during meals• 25% work-related calls on holiday• 25% watch less TV because of

smartphone• 15% read fewer books because of it

Smartphone use

Source: www.telegraph.co.uk/technology/mobile-phones/8680613/Smartphone-addiction-adults-are-as-guilty-as-children.html

Doomed…

Speaker's challenge

@marksmalley

Context

What’s up?!

Employm

Well-being

ruption

Wilkinson & Pickett,

The Spirit Level (2009)Fleck, Glaser &

Sprague,

The Compensation-

Productivity Gap (2011)

Sharing economy

What’s up?!

The world is flat

We needinformation

Thingschangerapidly

Information systems are

complex

We want it

GOOD EASY

FREE NOW

Utility Warranty

IT context

The good old days

Source: www.culture24.org.uk/science-and-nature/technology/art7536

Nowadays

Source: http://marketingland.com/the-silos-that-dog-us-putting-them-out-to-pasture-25642

Modern I&T needs a radically better approach

Critical & complexSystemic & emergent

Specialized & decentralized

More valuable I&TQuicker delivery

Better value realization

More reliable/resilient

Cheaper Multi-disciplinary

approachT-shaped professionalsDisciplined flexibility

Some IT trends – Agile and DevOps

Fewer rules, better behaviour

BUSINESS

Evolution of multi-disciplinary approaches

Deploy

Develop

Integrate1)

Deliver2

Identify

IT Value Chain• Identify value from

I&T• Design functionality• Develop

functionality• Integrate

applications• Deploy applications• Deliver IT services 1) Not Continuous Integration of Code

2) Not Continuous Delivery of Software

Releases

BUSINESS

Evolution of multi-disciplinary approaches

Deploy

Develop

Integrate

Deliver

Identify

applications• Deploy applications• Deliver IT services

DevOps

Weakest link in the IT Value Chain?

But wait!

•What’s wrong with this picture?

•Something’s missing!

•Who actually realizes the value of I&T?

BUSINESS

Deploy

Develop

Integrate

Deliver

Identify

Users Users Users Users

Cartoon: Hugh Mac Leod, www.gapingvoid.com

BUSINESS

Use – the weakest link?

Deploy

Develop

Integrate

Deliver

Identify

applications• Deploy applications• Deliver IT services• Use information systems & IT services

38© ASL BiSL Foundation source: theworkplacetherapist.com

What do IT People think about Business people?

• Don’t know what they want• Are always changing their mind• Won’t take responsibility• Are never satisfied• Blame us for everything

Source: Paul Wilkinson, www.abcatwork.nl

What do Business People think about IT people?

• Are bureaucratic and slow• Can’t communicate in normal language • Think that they know what we want • But don’t have a clue what we need• The last people we want to call

“IT doesn’t understand the business, but the business’

understanding of IT is even worse”

Prof. Jerry Luftman

“I don’t want questions, I want solutions!”

Charles Araujo, President Elect, itSMF USA

“Talk benefits, costs and risks.” John Krogh, Managing Partner, SMArt

“I’m entitled to IT!” Hank Marquis, Practice Director, Global Knowledge

Business expectations

“Our new IT system is beautiful but you just can't use it“

“It takes us five times longer than with the old system”

IT in real life

IT causes 7.6% productivity loss Univ. Twente, 2012,

‘Ctrl Alt Delete’ (Dutch)

Do you just build cars?

Or get drivers from A to B?

Identity crisis for IT Depts

Demand-Supply-Use

PARTNERSCUSTOMERSSUPPLIERS

BUSINESS

SUPPLIERS

DevOps

Demand-Supply-Use

UserOrg Demand

SupplyUse

InfoSyst

Demand-Supply-Use

UserOrg Demand

SupplyUse

InfoSyst

Realize actualvalue

Identify potential

DevelopIntegrateDeployDeliver

YouTube – TheMrTubeX“Japanese Precision - Walk it

out!”

Business Information Mgmt

• Decide how I&T can help your business survive and succeed

• Delegate the T to the IT provider

• Organize the I

• Ensure effective and efficient use of I&T

Informationstrategy

I-organizationstrategy

Functionalitymanagement

Management processes

Use management

Connectingprocesses

Connecting

processes

• Decide how I&T can help your business survive and succeed

• Delegate the T to the IT provider

• Organize the I

• Ensure effective and efficient use of I&T

BIM & BiSL

Planning and resourcemanagement

Financialmanagement

Demandmanagement

Contract management

Use management Functionality management

Information strategyI-organization strategy

Connectingprocesses

Changemanagement

Transitionmanagement

End usersupport

Business datamanagement

Operational supplier

management

Specifyinformation requirements

Design non-automated

informationsystems

Prepare transition

Review and testing

Establishbusiness process

developments

Establish information

chain developments

Establishtechnologicaldevelopments

Management

Processes

Connectingprocesses

Infor-mationcoor-

dination

Strategic user relationship management

Strategic supplier

management

Define I-organization

strategy

Strategic information

partnermanagement

Informationlifecycle

management

Informationportfolio

management

BiSL (2012 edition)Str

Managin

tional

BiSL connects product owners & service owners

BiSL addresses effective and efficient use

Exercise

Top 3 items for IT to improveTop 3 items for the business to improve

Identify

Attitude, behaviour, culturePeople, process, products, partners

1. Business and IT have good mutual understanding2. Business specifies outcomes rather than output3. Business prioritizes outcomes4. Business has insight into current and future

capabilities of IT and the IT organization5. IT communicates in terms of benefits, costs and

risks, in order that the business can take well-informed decisions

6. Business management informs users about changes

7. Business is the accountable owner of the information systems and leads IT

8. The enterprise fosters a culture in which business and IT share the same table and have a joint vision

These are the findings of the ITSM community who participated in ‘How business and IT collaboration is the key to getting business value out of IT’, facilitated by Mark Smalley, ASL BiSL Foundation & Howard Kendall, Service Desk Institute, and sponsored by APMG-International on 4 Nov 2013 in Birmingham

Top desired behaviours for effective business and IT collaboration

1. IT needs a better understanding of the business needs and context

2. IT should abandon ‘technical’ SLA’s and explain in more meaningful ways what they’re doing for the business, involving the business in designing the reporting

3. IT should regard itself not as a separate silo but as an integral part of the business

4. The business and IT should talk to each other more often, creating more mutual understanding of pains, priorities, possibilities and limitations

5. The business should stop bullying IT and start trusting them to be their IT partner

6. The business should communicate in terms of problems, no solutions

7. The business should allocate more time to IT, e.g. explaining situation to IT, and training users

These are the findings of 40 members of the itSMF Ireland community who participated in ‘How business and IT collaboration is the key to getting business value out of IT’, facilitated by Mark Smalley, ASL BiSL Foundation & Howard Kendall, Service Desk Institute on 20 June 2014 in Dublin

Top desired behaviours for effective business and IT collaboration

More IT trends – multi-vendor

management and ‘ValOps’

PARTNERSCUSTOMERSSUPPLIERS

BUSINESS

SUPPLIERS

DevOps

BiSLValO

Something for PM’s

PM’s concern: scope

Change project

Incremental change

Current situation

Desired situation

Current situation

Desired situation

Application

Presentation

Session

Transport

Network

Data link

Physical

Religion

Politics

• Architectural principles• Design• Applications• Data• Software

• Infrastructure (devices, networks, servers)• Data• Software• Hardware

• Procedures & instructions for usage, operation, maintenance

• Values, mission & vision

• Products & services

• Structure• Goals• Funding

• Partners & suppliers

• People• Habits &

attachments• Knowledge & skills• Roles, rights &

responsibilities

• Processes & activities

• Relationships & agreements

• Information• Workspace &

facilities

Current situation

Desired situation

What’s in scope?What’s out of scope?

Personal development and

happiness

[Smalley.IT]

INAUGURAL CONGRESS

Manager’s Perspective

Manager

Work is more fun than fun – Noël Coward[Smalley.I

INAUGURAL CONGRESS

Happiness

EUR 43 44

USA 45 49

Source: www.nber.org/papers/w12935.pdf

Prof A. Oswald

Happiness at work

YouTube RSA Drive

Meaning of life,

I consider the happiness and usefulness,

is the purpose of our life,

meaning of our life.

The very existence of our life,

is surely not for trouble,

not for suffering.

The Go-To-Guy

Please keep in touch

• Newsletter: at www.aslbislfoundation.org• Twitter: @aslbisl• LinkedIn: ASL BiSL Foundation (EN & NL)• Facebook: ASL-BiSL-Foundation

marksmalley@aslbislfoundation.org

@marksmalley

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