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)


1964


1964

“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


Hap

pin

ess

(%

)

Manager

Pro

gra

mm

er

Consu

ltant

Para

dig

molo

gis

t

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

T]

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?!

Prod

uct

ivity

Ineq

ual

ity

Employm

ent

Well-being

Dis

ruption

Con

nec

tedne

ss

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

1


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

AD/AM

ITSM

Evolution of multi-disciplinary approaches

Desig

n

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

AD/AM

ITSM

Evolution of multi-disciplinary approaches

Desig

n

Deploy

Develop

Integrate

Deliver

Identify




applications• Deploy applications• Deliver IT services

Agile

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

AD/AM

ITSM

Desig

n

Deploy

Develop

Integrate

Deliver

Identify


Users Users Users Users

Cartoon: Hugh Mac Leod, www.gapingvoid.com


BUSINESS

AD/AM

ITSM

USE

Use – the weakest link?

Desig

n

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

AD/AM

ITSM

SUPPLIERS

Gaps

Agile

DevOps

BiSL


Demand-Supply-Use

UserOrg Demand

SupplyUse

InfoSyst

ITOrg


Demand-Supply-Use

UserOrg Demand

SupplyUse

InfoSyst

ITOrg

Realize actualvalue

Identify potential

value

DevelopIntegrateDeployDeliver


YouTube – TheMrTubeX“Japanese Precision - Walk it

out!”


Business Information Mgmt

52

• 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

2

1

34

1

2

34


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

ate

gic

Managin

gO

pera

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

AD/AM

ITSM

SUPPLIERS

Gaps

Agile

DevOps

BiSLValO

ps

SIAM


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

Money

• 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


Hap

pin

ess

(%

)

Manager

Pro

gra

mm

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Consu

ltant

Para

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molo

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

T]


INAUGURAL CONGRESS

Happiness


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

[email protected]

@marksmalley

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