how business and it collaboration is the key to getting business value out of it
DESCRIPTION
Presented at itSMF UK Nov 2013TRANSCRIPT
Howard Kendall & Mark Smalley4 November 2013
How business and IT How business and IT collaboration is the key to collaboration is the key to
getting business value out of ITgetting business value out of IT
Demand & Use Perspective (Mark)
IT Services Supply Perspective (Howard)
Top Improvement Items (You)
Agenda
Demand-Supply-UseAssess and improve the effectiveness
of the whole information value chain
BiSL® FrameworkGuidance for Demand & Use of Information & Technology
Demand & Use Perspective
ITOrg
UserOrg
Demand
InfoSyst
Demand-Supply-Use
SupplyUse
ITOrg
UserOrg
Demand
InfoSyst
SupplyUse
How well does the business…
Identify how I&T
can help thebusiness
Delegate to IT
Ensure effective &efficient
use
InfoSyst
Demand
SupplyUse
Business
Strategy
Business Projects
BusinessOperations
InformationStrategy
Functionality Management
UsageManagement
IT Strategy
IT Projects & Releases
IT Operations
ApplicationStrategy
ServiceStrategy
ApplicationMaintenance
& Renewal
ServiceDesign & Transition
ApplicationSupport
ServiceOperation
IT Services
IT SupplyBusiness
BiSL ASL ITIL
BiSL ASL ITIL
Bus. Info. Mgmt incl. IT Demand Mgmt
BusinessStrategy
Business Projects
BusinessOperations
Information
Strategy
Functionality Management
UsageManagement
Business Information Services LibraryBusiness Information Services Library
www.aslbislfoundation.org & www.apmg-international.com
Demand & Use Perspective (Mark)
IT Services Supply Perspective (Howard)
Top Improvement Items (You)
Agenda
• Power to change people’s 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……
Service Desks TodayService Desks Today
12
KeyPerformance
Results
SDI Site Certification - The Model
13
The SDC ProgrammeThe SDC Programme
Service Desk Certification Assessment (SCA)
Group InterviewsConsensus Agreement
Service Desk Certification AuditGroup + Individual Interviews
Objective Evidence
Service Desk Surveillance Audit (S1) (S2)
Group + Individual InterviewsObjective Evidence + Improvement
14
SDC Service Desk Maturity ModelSDC Service Desk Maturity Model
Value added, ROI, innovative
Business value achieved
Excellent understanding
Good basic support
Firefighting tech issues
Fine Examples?Fine Examples?
• CGI (formerly Logica)
• Sodexo
• Tickets.com
• O2
• Kent CC
• Leeds University
• Heineken
Demand & Use Perspective (Mark)
IT Services Supply Perspective (Howard)
Top Improvement Items (You)
Agenda
Top 3 items for IT to improveTop 3 items for the business to improve
Top Improvement Items
Attitude, behaviour, culturePeople, process, products, partners
1. Achieve Complete Transparency about the costs, benefits (business value and ROI), and risks of a service. It is the BRM’s job to make sure that both the business partner and the service provider have complete clarity about what they are doing, at what cost, for what benefits,
and at what risk
2. Practice Informed Leadershipknow the moving parts; engage from the moment the business strategy is formulated to shape its implications on the IT service delivery, to oversee its execution, and to plan the next improved iteration. Understand the business and service
dynamics well enough to foresee and guide rather than be pushed around by changes
3. Become an Expert Trusted Advisor and Master Communicatorgain sufficient expertise in key business domains to be able to communicate the costs, the business value, and the risks of services in clear, specific, and meaningful terms using the language the business partner understands
Top Improvement Items1. Business value2. Outcomes3. Integration & alignment
Movement to address a broken set of attitudes and behaviours,
and adopt the values and support the rights to transform our industry fundamentally
Commitment to Refocus on a set of core values
Increase access to open, timely and relevant knowledgeImprove agility, creativity and adaptability of organizations
Provide value to organizations and customers
Service Management Congress
VALUESIndividuals & Communities over Institutions & Businesses
Trust over ControlSharing & Knowledge over Ownership & Content
Ingenuity over ProcessOutcomes over Services
Service Management Congress
Thank you for attending and contributing
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 decisions6. Business management informs users about changes7. Business is the accountable owner of the information systems and leads IT8. The enterprise fosters a culture in which business and IT share the same table and have a joint visionThese 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