1. 1How business and ITcollaboration is the key togetting business value out of ITitSMF Ireland, Dublin, 19 June 2014Howard Kendall & Mark SmalleyMark Dave

2. 2AgendaDemand & Use Perspective (Mark)IT Services Supply Perspective (Howard)Top Improvement Items (You) 3. 3Demand & Use PerspectiveDemand-Supply-UseAssess and improve the effectivenessof the whole information value chainBiSL FrameworkGuidance for Demand & Useof Information & Technology 4. 4Demand-Supply-UseITOrgUserOrgDemandInfoSystUse Supply 5. 5How well does the businessITOrgIdentifyhow I&Tcan help thebusinessUserOrgDelegateto ITDemandInfoSystEnsureeffective &efficientUse Supplyuse 6. 6UsersUsersUsersUsersCartoon: Hugh MacLeod, www.gapingvoid.com 7. 7Our new IT system isbeautiful but you justcan't use itIt takes us five timeslonger than with theold systemIT in real lifeIT causes 7.6% productivity lossUniv. Twente, 2012,Ctrl Alt Delete (Dutch) 8. 8Identity crisis?Do you just build cars?Or get drivers from A to B? 9. 9Business Information Mgmt9 Decide how I&T canhelp your businesssurvive and succeed Delegate the T to theIT provider Organize the I Ensure effective andefficient use of I&T 10. 10InformationstrategyI-organizationstrategyManagement processesFunctionalitymanagementUse managementConnectingprocessesConnectingprocessesBIM & BiSL Decide how I&T canhelp your businesssurvive and succeed Delegate the T to theIT provider Organize the I Ensure effective andefficient use of I&T214 31234 11. 11I-organization strategy Information strategyPlanning and resourcemanagementFinancialmanagementDemandmanagementEstablishbusinessprocessdevelopmentsContractmanagementChangemanagementTransitionmanagementUse management Functionality managementConnectingprocessesEnd usersupportBusiness datamanagementOperationalsuppliermanagementSpecifyinformationrequirementsDesignnon-automatedinformationsystemsPreparetransitionReviewand testingEstablishinformationchaindevelopmentsEstablishtechnologicaldevelopmentsManagementProcessesConnectingprocessesInfor-mationcoor-dinationStrategic userrelationshipmanagementStrategicsuppliermanagementDefineI-organizationstrategyStrategicinformationpartnermanagementInformationlifecyclemanagementInformationportfoliomanagementOperational Managing Strategic 12. 12AgendaDemand & Use Perspective (Mark)IT Services Supply Perspective (Howard)Top Improvement Items (You) 13. 13ZMOT 14. 14Meet some friendsof mine.. 15. 15Community & Customer Trends Apple store Disney or Amazon App stores/cloud Ryanair BIG data..onYOU!(IBM) Ask a friendyourcustomer data?15 16. 16Service Desks Today Power to change peoples lives The hub of Service Management / ITIL IT in every business, service & product Community Pressure increasing Support even more critical Business & IT services integration the mantra Can we provide the measurement hub? People, Performance, Customers? Get culture and leadership right 17. 17Is Great ServiceNo Service atall..?17The Best Service Is No Service1. Challenge customer demand for service2.Eliminate dumbcontacts6. Own theactionsacross thecompany8. Delivergreat serviceexperiences5. Make it really easy tocontact your company4. Be proactive3. Create engagingself-service7. Listen and actFrom: Price, B. and Jaffe, D. (2008) The Best Service Is No Service 18. 1818SDI Site Certification - The ModelKeyPerformanceResults 19. 1919The SDC ProgrammeService Desk Certification Assessment(SCA)Group InterviewsConsensus AgreementService Desk Certification AuditGroup + Individual InterviewsObjective EvidenceService Desk Surveillance Audit(S1) (S2)Group + Individual InterviewsObjective Evidence + Improvement 20. 2020SDC Service Desk Maturity ModelValue added, ROI, innovativeBusiness value achievedExcellent understandingGood basic supportFirefighting tech issues 21. 21Fine Examples? CGI (formerly Logica) Swiss Re Tickets.com O2 Kent CC Leeds University Heineken 22. 22AgendaDemand & Use Perspective (Mark)IT Services Supply Perspective (Howard)Top Improvement Items (You) 23. 23Top Improvement ItemsTop 3 items for IT to improveTop 3 items for the business to improveAttitude, behaviour, culturePeople, process, products, partners 24. 24Surprise | Delight | Inspire Thank You!Q & A 25. 251. Achieve Complete Transparencyabout the costs, benefits (business value and ROI), and risks of a service. It is the BRMs job tomake sure that both the business partner and the service provider have complete clarityabout what they are doing, at what cost, for what benefits, and at what risk2. Practice Informed Leadershipknow the moving parts; engage from the moment the business strategy is formulated toshape its implications on the IT service delivery, to oversee its execution, and to plan the nextimproved iteration. Understand the business and service dynamics well enough to foreseeand guide rather than be pushed around by changes3. Become an Expert Trusted Advisor and MasterCommunicatorgain sufficient expertise in key business domains to be able to communicate the costs, thebusiness value, and the risks of services in clear, specific, and meaningful terms using thelanguage the business partner understands 26. 26Service Management CongressMovement to address abroken set of attitudes and behaviours,and adopt the values and support the rightsto transform our industry fundamentallyCommitment toRefocus on a set of core valuesIncrease access to open, timely and relevant knowledgeImprove agility, creativity and adaptability of organizationsProvide value to organizations and customers 27. 27Service Management CongressVALUESover Institutions & Businessesover Controlover Ownership & Contentover Processover ServicesIndividuals & CommunitiesTrustSharing & KnowledgeIngenuityOutcomes 28. 28Top desired behaviours foreffective business and IT collaboration1. 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 ITand the IT organization5. IT communicates in terms of benefits, costs and risks, inorder that the business can take well-informed decisions6. Business management informs users about changes7. Business is the accountable owner of the informationsystems and leads IT8. The enterprise fosters a culture in which business and ITshare the same table and have a joint visionThese are the findings of the ITSM community who participated inHow business and IT collaboration is the key to getting business value out of IT, facilitated byMark Smalley, ASL BiSL Foundation & Howard Kendall, Service Desk Institute, and sponsoredby APMG-International on 4 Nov 2013 in Birmingham