#tft12: mark kawasaki & farah remtulla
DESCRIPTION
Presentation for #TFT12: ITSM in the Service of Humanity: Creating, Delivering, Socializing, and Sustaining Value Creating, Delivering, Socializing, and Sustaining Value. This session will be a joint presentation and dialogue that explores the connections between technology, business value, and social value as we have seen in our experiences working to improve the human condition at Emory, in Atlanta, and the world. See Mark and Farah's TFT speaker Pinterest board: http://pinterest.com/servicedesk/mark-kawasaki-farah-remtulla/TRANSCRIPT
ITSM in the Service of Humanity
Mark Kawasaki & Farah Remtulla
ITSM in the Service of
Humanity
Mark Kawasaki (@Windupbird_ITSM)
Farah Remtulla (@sitare21)
#TFT12
December 5, 2012
My hope is that we —as students,
educators, staff, scholars,
researchers, and healers—are able
to see more immediate significance
and meaning in what we do every
day as members of the Emory
community. What we do makes a
difference in the world.
– Emory University President
James Wagner
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Creating Value
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Creating Value
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Creating Value
“IT is not a department; it's a competency. You
should be teaching and raising the level of
competency in all the business operations, about
how information flows… Rising the tide, raising all
ships, you will in essence learn how the business
operates by tracing the data. Spend more time
educating and engaging… collaborating.”
- Matthew Hooper, @VigilantGuy
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Creating Value:
The Business & IT Relationship
Alignment
Partnership
Integration
Assimilation
Reactive Proactive Service Value
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*Gartner IT Management Process Maturity Model
Delivering Value
Framework Practices (Bertels, Papania, & Papania, 2010)
Practices targeted at delivering on current
commitments or implementing current
initiatives
Practices targeted delivering innovation – a
better or different way of doing things
Delivering Value
Framework Practices (Bertels, Papania, & Papania, 2010)
Delivering Value
Delivering Value
Delivering Value
• Reducing Major Incidents by 25% for the On-Call
Calendar and Paging system
• Decreasing the Emergency Notification Message
throughput time by 45%
• Creating a fully redundant system in two distinct
geographic locations, reducing database failover
from one site to from 30 minutes to a few
seconds
…might mean the difference between life or death
Delivering Value
Delivering Value
ITIL Certification Training Process Specific Workshops SHOWme
Process Champions Podcasts Service Owners IT Briefing
Process Managers Lunch & Learns Community Of Practice
Course Casts HealthCheck Posters Reference Guides
Service Management Competency Center Process Owners
Project Review Process Coordinators Newsletters
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Socializing Value
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Socializing Value: What Value is in IT Metrics?
Business Outcomes
Services
Applications
Servers/Clusters
Web/App Servers
Databases Network
Gear Storage
Socializing Value: The CMDB
Socializing Value
Business Outcomes
Accomplishments
Customer Testimonials
Projects Initiatives
Awards
Socializing Value
Personal Value
Social Value
Business Value
Socializing Value:
The Social Value Network
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Inputs
Planned Program Instance
Programs
Actions Performed
Evaluation
Efficacy of the Program
Outcome
Short to Medium-term
Impacts
Long Term
Sustaining Value: Impact Outcome Model
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Measures
Success of
Program
Measures
Success of
Objective
Measures
Program
Effectiveness
Sustaining Value: Post-Project Reviews
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Sustaining Value: Letting go isn’t always easy
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“…we gave the students exactly what
they wanted - a highly reliable wireless
network….”
Sustaining Value
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• Empower true service ownership
• Know your business. No, really.
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Create
Deliver
Socialize
Sustain
WITH THANKS TO OUR SPONSOR
bmc remedyforce
#TFT returns june 2013