how service-dominant logic will step-change your csi initiatives
TRANSCRIPT
10/14/2015
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10/14/2015 The Adaptive Service Model© is licensed under Creative Commons Attribution 4.0 International License 1
How service-dominant
thinking will step-change
your CSI initiatives
Introducing the Adaptive Service Model©
BrightTALK ITSM Summit, 15 October 2015
Gary Hardy, Christian F. Nissen, Mark Smalley, Sharon Taylor
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The Taking Service Forward (TSF) initiative
Founded by Stuart Rance (UK), Peter Brooks (SA) and Christian F. Nissen (DK) mid 2013
In November 2013, thirteen volunteer service management thought leaders met in Birmingham for five days to establish the foundation for ASM
In February 2014 the crowd-kit was launched to enable the community to become members of TSF
Since mid 2014 specific discussions have been conducted
See www.takingserviceforward.orgfor more information
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10/14/2015
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LinkedIn: Taking Service Forward
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Twitter: @TSF_ASM
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Google drive: Taking Service Forward Facebook: Taking Service Forward
www.takingserviceforward.org
YouTube: Taking Service Forward
10/14/2015 The Adaptive Service Model© is licensed under Creative Commons Attribution 4.0 International License 3
SharonTaylor
Stuart Rance
GaryHardy
Mark Smalley
ChristianF. Nissen
FrancesScarff
RobertFalkowitz
PeterBrooks
AlainRenault
Katsushi Yaginuma
JohannBotha
ColinRudd
PhilHearsum
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Agenda
Introduction (Mark Smalley)
Overview of the ASM (Christian F. Nissen)
CSI: a catalyst for the ASM (Sharon Taylor)
Involving the service consumer in CSI (Gary Hardy)
The IT service consumer’s role (Mark Smalley)
Q&A
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10/14/2015
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The imperative
Towards a service-dominant economy
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Goods Services
House Rented apartment / Airbnb Hotel
Food Take-away / Instacart Restaurant
Car Leased car / Car2Go Taxi
Boat Leased boat Ferry
Music CD iTunes Spotify
Book eBook Oyster or Scribd
DVD iTunes Netflix or HBO
Computer Outsourcing Cloud service
Goods-Dominant Logic Service-Dominant Logic
Christian
F. Nissen
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The imperative
Today’s best practice
Publications
Static
Expert driven
Inconsistent
Tomorrow’s best practice
Knowledge repository
Dynamic, emerging
Empirical, crowd-sourced
Architecture based
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Christian
F. Nissen
10/14/2015
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The Adaptive Service Model© (ASM)
Service model for the future
Generic reference architecture
‘Spinal cord’ for service
management best practices,
certification schemes and
tools
Covers governance,
management, provision and
consumption
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Christian
F. Nissen
LinkedIn: Taking Service Forward
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Twitter: @TSF_ASM
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www.takingserviceforward.org
YouTube: Taking Service Forward
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AS
M©
-T
he
me
ta m
od
el
Christian
F. Nissen
10/14/2015
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www.takingserviceforward.org
YouTube: Taking Service Forward
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AS
M©
-T
he
me
ta m
od
el
Service Act
Service Value /
Service Outcome
Service System
Christian
F. Nissen
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CSI: a catalyst for the ASM
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Defining service
logic
Common vocabulary
Collective
consciousness
Iterative
improvement
Where are we now?
How do we get there?
Are we there yet?
Multi-disciplinary
Multi-framework
Sharon
Taylor
10/14/2015
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Applying CSI to the ASM
CSI approach is widely understood
A common thread across the service industry
Customer and provider focused
Processes, metrics, services, customers, etc.
Iterative and ongoing
Macro or micro
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Sharon
Taylor
LinkedIn: Taking Service Forward
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Twitter: @TSF_ASM
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www.takingserviceforward.org
YouTube: Taking Service Forward
Involving the service consumer in CSI
The purpose of CSI is “to create and maintain value
for customers through better design, introduction,
and operation of services” (ITIL)
Services should always be customer centric and this
requires “customer inclusion” in CSI initiatives
CSI should also ensure value is delivered at an
acceptable cost
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Gary
Hardy
10/14/2015
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Twitter: @TSF_ASM
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www.takingserviceforward.org
YouTube: Taking Service Forward
Involving the service consumer in CSI
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Drive CSI based on a customer /supplier win – win relationship:
Communicate in customer language
Align service offerings with customers needs
Optimise the use of resources
Adapt good practices to suit the customer environment
Provide transparent performance reports
Review performance with customers
Monitor CSI outcomes against customer value goals
Gary
Hardy
LinkedIn: Taking Service Forward
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Twitter: @TSF_ASM
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www.takingserviceforward.org
YouTube: Taking Service Forward
10/14/2015 The Adaptive Service Model© is licensed under Creative Commons Attribution 4.0 International License 14
Mark
Smalley
The IT service consumer’s role
10/14/2015
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www.takingserviceforward.org
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The IT service consumer’s interests
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Mark
Smalley
Right investment choices
Effective delegation to IT
Information systems used
well by users
Information systems
protected from abuse
Demonstrable management
of I&T business assets
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The IT service consumer’s guidance
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Appoint super (duper) users, functional sysadmins,
information managers, system owners
Formalize processes to an appropriate degree
Start with operational processes such as end user
support, business data management, etc.
Mark
Smalley
Van Haren Publishing
free e-book BiSL PG
http://bit.ly/1Qs7jrI
10/14/2015
9
LinkedIn: Taking Service Forward
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Twitter: @TSF_ASM
Twitter #tag: ArchSMGoogle+: Taking Service Forward
Google drive: Taking Service Forward Facebook: Taking Service Forward
www.takingserviceforward.org
YouTube: Taking Service Forward
Q&A
Overview of the ASM (Christian)
CSI: a catalyst for the ASM (Sharon)
Involving the service consumer in CSI (Gary)
The IT service consumer’s role (Mark)
10/14/2015 The Adaptive Service Model© is licensed under Creative Commons Attribution 4.0 International License 17