Post on 05-Dec-2014
description
Create, innovate, get out of the cave
Patrick Bolger
Chief Evangelist
Agenda
• Technology and revolution
• Three generations of corporate IT strategy
– 1990’s
– 2000’s
– 2010’s
• The decade of best practice
• Where are we now?
• Create, innovate, get out of the cave
• Next generation service management
• The end game for corporate IT strategy
• The right focus
• Q&A
Children of the revolution
Provider and consumer focus evolve alongside the technology
Build Stabilise Optimise
Acquire Service Cost
Provider
Consumer
1990’s Corporate IT Strategy
Generation One: Technology
• Customers
– Interactions (B2C) are in-person, by phone, by fax, by mail
– Little (B2B) IT based interactions
• Corporate IT Strategy
– Enterprises plan and invest in IT in isolation
– Improve efficiency and productivity of back office
– Executives not overly concerned with IT costs
• Internal IT
– Designs and operates all enterprise technology
– Sources and maintains IT hardware
– Used only by employees
Source: Chris Potts – The four generations of corporate IT strategy http://www.dominicbarrow.com
2000’s Corporate IT Strategy
Generation Two: Efficient IT Delivery
• Customers
– B2B and B2C increasingly dependency on technology
– Employees technology savvy and more demanding
• Corporate IT Strategy
– Boardroom perception of IT-as-a-cost (Y2K, dotcom bubble)
– Licenses & services costs appear on spreadsheets
– Executives must trust the IT they pay for exists and is worth the cost
– Executives constrain costs, demand efficiency & evidence of value
– CIOs focus on managing IT costs
• Internal IT
– More demand than resources and time available
– Starts to define and price services
– Focus on efficient delivery of IT services
Source: Chris Potts – The four generations of corporate IT strategy http://www.dominicbarrow.com
2000-2010 The Decade of Best Practice
• Quite often misunderstood...
ITIL® ITSM The implementation and
management of quality IT
Services that meet the needs
of the business
A set of best-practice
publications for IT service
management. …ITIL® gives
guidance on the provision of
quality IT services and the
processes, functions and
other capabilities needed to
support them.
Source: http://www.itil-officialsite.com/InternationalActivities/ITILGlossaries_2.aspx
Typical Request For Proposal (RFP)
What really gets deployed
Source: ITIL: State of the nation – Hornbill 2010
The Outside-In, Inside-Out Continuum
Traditional ITSM approach
targets this part!
Source: Service Management 101 – http://www.servicemanagement101.com
For the times they are a-changing
• Cloud Computing estimated at $ 41bn in 2011
• Predicted to grow to $120-150bn by 2014
• 94% of organizations planning to allow staff to
bring their own devices to work in 2013
• Enterprise collaboration will double in 2013
• 20% of business users will replace email for
interpersonal communications by 2014
¹Source: http://www.computerweekly.com/Articles/2011/09/20/247938/Bring-your-own-devices-to-work-is-the-future-of-desktop.htm
²Source: Frost & Sullivan Enterprise Social Media and Collaboration Report 2011 3Source: Gartner Five Social Software Predictions for 2010 and Beyond
The consumer service experience
Service – When, where and how I want it
Home vs. Office
Where are we now?
1st Generation
Technology
2nd Generation
Efficient IT
Delivery
3rd Generation
Productively
exploiting
technologies
4th Generation
?????
IT shops are
here
Businesses
are here
The end
game
2010’s Corporate IT Strategy
Generation Three: Creating Value by productively exploiting technologies
• Customers
– Consumerisation sets new expectations
– IT comes from their budgets (or they get it free)
– Peer-to-peer and community support
• Corporate IT Strategy
– Spending on internal IT is less (strategically) important as the market evolves
– More efficient IT delivery is not creating NEW business value
– NEW value requires a focus on your company’s customers
– People (and what they do with technology)
– The days of thinking about IT and business separately are over
• Internal IT
– Still focused on internal use of IT and efficient delivery
– A generation behind the market
– Re-focus on mission critical activities and business goals
– Integrate with mainstream business management (not a separate subject)
Source: Chris Potts – The four generations of corporate IT strategy http://www.dominicbarrow.com
Conflicting agendas
Individuals &
Interactions
Process
& Tools
Working
Software
Comprehensive
Documentation
Customer
Collaboration
Contract
Negotiation
Agility &
Change
Following a
Plan
OVER OVER OVER OVER
INNOVATION
OPERATION
Austerity and adversity
Making IT happen
Hill Dickinson
IT Team of the Year
Southend-on-Sea
Council of the Year
Angela Wint
itSMF Service Management
Champion of the Year
Create, innovate, get out of the cave
CIO’s need to empower IT
Get out of the cave
• Go on a service safari – Get IT/Service Desk staff spend a day with different business units
– Watch, listen and learn
– Understand how technology impacts their day-to-day business function
• IT/SD staff can present findings to their IT colleagues – Ask them to suggest one change IT could make to improve their daily work
– Little things can have a big impact
• A complaint is a gift
– Make it easier to leave feedback
– Call every customer that leaves negative feedback
– Create a Continual Improvement Program
– Make staff responsible for improvement actions
– Publish improvement activities
• Get serious about your Service Experience
Tailor the service experience
Create and Innovate
• Produce videos for your top 5 incidents, share on Vimeo / YouTube
and publish to self-service
• Understand demand for BYOD
– Encourage registration of personal devices
– Produce self-service content (top 5 iPad/iPhone issues)
– Ask which apps are used for business purposes
• Hold an IT open day (bribe with sandwiches/cakes)
• Start a podcast & invite business units to discuss their challenges
• Monitor social channels for discussions about your company
• Consider support via social channels
From Detractors to Supporters
Next generation service management
“We live in a service society, where our experiences using products and
services, and interacting with the businesses delivering and supporting
those services, shapes our view of value, defines our levels of
satisfaction, and acts as the basis for loyalty and advocacy. The
universal service management principles and concepts remind us to
think and act customer first.”
Ian Clayton, Author, USMBOK
Service Experience Design
Ian Clayton, Service Experience Design Workshop https://www.servicemanagement101.net/pages/university-sed-workshop
The end game for corporate IT strategy
Source: Chris Potts – The four generations of corporate IT strategy http://www.dominicbarrow.com
I told you
I was ill
Rumours of
my death
have been
greatly
exaggerated
The End Game for Corporate IT Strategy
Generation Four: IT becomes Investment in Change
• Corporate IT Strategy
– About the value and costs of investing in change
– How well is the Enterprise achieving its goals from the
investments it makes?
– Two distinct components (Operations/Investing in change)
• Tough conflict of interests for any CIO
– Different leadership mindset, skills and measures of success
Source: Chris Potts – The four generations of corporate IT strategy http://www.dominicbarrow.com
Change is the only constant
ExcITing times
The right focus
What your
customers
say about
you
What their
customers
say about
them
Useful Resources
Read
• USMBOK - http://www.usmbok.org/
• Four generations of corporate IT strategy - http://www.dominicbarrow.com
• Quantum age of IT - http://www.thequantumageofit.com/
Listen
• ITSM Podcasts - http://www.servicesphere.com/podcasts/
Share
• BACK2ITSM - http://www.facebook.com/groups/back2itsm/
Join
• SDI - http://www.sdi-europe.com/
• itSMF - http://www.itsmf.co.uk/
Thanks for listening
Patrick Bolger Chief Evangelist
patrick.bolger@hornbill.com
@patb0512
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