How to rearrange the deck chairs on the titanic. (Mark Smalley - IT Paradigmologist)

transcript

How to rearrange the deck chairs on the Titanic Mark Smalley, IT Paradigmologist

@marksmalley &

mark.smalley@aslbislfoundation.org

Speaker’s challenge!

#APMG_Inter @marksmalley

• Key issues for IT Executives

• Importance of Information Management

• Instruments including the BiSL framework for IM

• ASL BiSL Foundation

• ASL framework for Application Management

• Take-aways

Agenda

Project Chicken

60th Wedding Anniversary 2008

Project ‘Chicken’ 2012

What was the outcome of Project Chicken?

Mark Smalley

IT Paradigmologist

marksmalley @

Andrew Oswald

Happiness is U-shaped

Charles Handy

Line of Everything

Charles Handy

Line of Everything

@marksmalley &

“Technology is too important to the business not to be engaged and IT does not understand the business well enough to

be left to its own devices”

Business executives say

• 79% technology will be key source of innovation • 71% technology will be competitive differentiator

• 46% IT organ. not well positioned to meet needs • 41% IT organization overly bureaucratic

• “Fewer than 50% of CIO’s have a good understanding of business and technical risks;

up to 25% say it is poor”

• “Companies that involve the CIO in business strategy are much more likely to achieve financial performance superior to their peers”

Source: "The C-suite Challenges IT: New Expectations for Business Value" The Economist Intelligence Unit, June 2012

Forrester report why ITSM framework implementations fail • 52% resistance to change • 29% lack of business interest & involvement

Key issues for IT executives

Business & IT productivity IT and Business alignment Business agility &

speed to market Business process

management & reengineering IT cost, reliability & efficiency

and security

“IT doesn’t understand the business, but the business’

understanding of IT is even worse” Business & IT productivity

IT and Business alignment Business agility &

and security

Prof. Jerry Luftman

and security

Growing importance, & dependency

There’s only value in IT if it enables organizations to survive and succeed

and security

Increasing impact ITSM = strategic capability

Poor ability to execute

and security

Increasing impact ITSM = strategic capability

Poor ability to execute

CIO needs #5: Leadership development & staff training

Source: www.dilbert.com

Professor Inspired by Stephen Mann

Leader

Who do we need?

World-wide ABC of ICT Surveys

Paul Wilkinson

World-wide ABC of ICT Surveys

Paul Wilkinson

Prague Spring 1968

Arab Spring 2011

Helsinki Spring 2011 “Angry Young Finns”

IT Spring – Occupy IT

Smalley is revolting

Service Level Disarmement

● Business depends on information & IT

● IT is a strategic capability

● IT is still underperforming

● Polishing the inside of the kettle isn’t enough

Conclusions

● Integration with business is needed

● Business domain knowledge

● Business empathy

● Demand-side IM processes

● IT organizations need credibility

● Business managers must take their responsibility for governing IT

Conclusions

● Integration with business is needed

● Business domain knowledge

● Business empathy

● Demand-side IM processes

● IT organizations need credibility

● Business managers must take their responsibility for governing IT

Value model

ABC of ICT

Conclusions

Value model

Positioning BiSL

● Framework that provides guidance for business for ● managing information and ● managing IT services from a business (demand) perspective

● Complimentary to ITIL etc

● Owned and supported by the not-for-profit ASL BiSL Foundation

• Not-for-profit, Vendor-independent, Public domain organization, founded in 2002 in the Netherlands

• Frameworks & best practices are freely available

• Professional association for Information Management and Application Management

• Advance professionalization of IT from both a business and an IT perspective

• Funded by 27 Demand and Supply organizations who benefit from standards and best practices

www.aslbislfoundation.org

Governed by

Achmea Capgemini NL

Dutch Ministry of Defense Dutch Tax and Customs Administration

Ordina Quint Wellington Redwood

Managed by

Lucille van der Hagen Managing Director

Mark Smalley Global Promotion

ASL & BiSL ‘Users’

Trainers & Consultants

“APMG wants to expand interest in the schemes to a wide international audience” Richard Pharro

March 23, 2012

“Our network of Accredited Training Organisations extends around the globe

and they work with other compatible frameworks such as ITIL® and ISO/IEC

20000, so ASL and BiSL will be an exciting new product for them”

Belguim

Germany

France

Australia

FinlandCanadaSpainSw eSw iRus

Web traffic • 21% outside NL

• 121 countries

• Top 14 countries

Global interest & adoption

Language Site Books Glossary Exams

English

German ASL ASL

Spanish BiSL

Portuguese BiSL

Global interest & adoption

IT Paradigmology

Info Syst

User Org

IT Org

Positioning BiSL

Info Syst

User Org

IT Org

Positioning BiSL

Info Syst

User Org

IT Org

Positioning ASL

ASL Framework

Info Syst

User Org

IT Org

Positioning BiSL

IT Org ITIM

ITIL ® V3 & BiSL www.aslbislfoundation.org (white papers) or www.best-management-practice.com

ISO 20000 & BiSL

ITIL & BiSL

• BiSL describes responsibilities of the Business and aims primarily to guide the Business

• ITIL describes part of BiSL’s domain in order that IT Service Providers have better understanding of the Business’ role

• Because ITIL is written as guidance for IT Service Providers and BiSL is written as guidance for the Business, BiSL and ITIL can be regarded as complementary frameworks

Conclusion: ITIL & BiSL are complementary frameworks

Shows how to

• Ensure that the business gets the information that it needs

• Acquire and manage IT services effectively and efficiently, from a demand (business) perspective

Process framework, best practices, training & qualification (APMG) program, priSM accreditation, publications with guidance, knowledge network

Direct information

strategy

Change functionality

Support users

Financial

management

Demand

management

Contract

management

Govern information

management

BiSL Framework

Manage information management

Planning and

resource management

Financial

management

Demand

management

Contract

management

Operational

supplier

management

Business data

management

End user

support

Infor-

mation

dination

Use management cluster Functionality management cluster

Specify

information

requirements

Design non-

automated

info. systems

Prepare

transition

Review

and testing

Establish

bus. process

developments

Information strategy cluster

Strategic

supplier

management

Strategic

info. partner

management

I-organization

strategy

Strategic user

relationship

management

I-organization strategy cluster

Information

lifecycle

management

Establish

info. chain

developments

Establish

technological

developments

Change-

management

Transition

management

Information

portfolio

management

BiSL Framework

IT Continual service

improvement 7-step improv.plan

Business strategy

Business management

Business projects

Business operations

End user support

Business data mgmt

Operational supplier mgmt

Change mgmt

Specify information requirements

Design non-automated info. syst.

Review and testing

Prepare transition

Transition mgmt

Planning and resource mgmt

Financial mgmt

Demand mgmt

Contract mgmt

Establish business process dev.

Establish information chain dev.

Establish technological developments

Information lifecycle mgmt

Information portfolio mgmt

Information coordination

Strategic supplier mgmt

Strategic user relationship mgmt

Strategic info. partner mgmt

Define I-organization strategy

Service operation Event mgmt

Incident mgmt Request fulfilment

Problem mgmt Access mgmt

Service transition Trans.plan.& supp. / Change mgmt

Service asset and configuration mgmt Release and deployment mgmt Service validation and testing

Change evaluation / Knowledge mgmt

Service design Design coordination

Serv.cat.mgmt / Serv.level mgmt Availability mgmt / Capacity mgmt

IT service continuity mgmt Info.security mgmt / Supplier mgmt

Service strategy Strategy mgmt for IT services

Service portfolio mgmt Financial mgmt for IT services

Demand mgmt Business relationship mgmt

BiSL for Demand

ITIL for Supply

Positioning of Information Management as a business responsibility

Business-side goals, activities and results; demarcation business & IT

Interfaces between business & IT

Relationship with the users

Strategic use of information and IT

Business cases, cost/benefit mgmt

Specification, procedures, acceptance and training

BiSL addresses key issues for IT executives

• How much do our systems cost – is that normal?

• Are the systems being used properly?

• What do the users think about our systems?

• What are business needs, now and in the future?

• How much budget is available and are we making justifiable investments?

• Do the systems have business owners?

• Do we have clear agreements with IT?

• Does IT give us enough strategic value?

Sanity checklist for the business

• Business managers who are concerned about innovation, revenue, reputation and costs due to poor information and/or low value from their IT department

• IT (Service) Managers and practitioners who want to help the business with these challenges

– Better alignment/integration of their services with the business

– Support the business with business responsibilities

BiSL for

Summary

● Sense of urgency around business IT alignment

● Information management is a crucial business responsibility

● BiSL provides demand-side guidance for the business for information management

● ASL provides supply-side guidance for application management

● Both interface with each other and ITIL etc

● Guidance is freely available and supported by the not-for-profit ASL BiSL Foundation and partners

White papers & publications (www.aslbislfoundation.org):

• IT Spring

• Reinvent IT Service Management

• Information Management & my Demand-Supply Fetish

• IT is from Flatland, Business is from Spaceland

• BiSL Management Guide (book + free pdf version)

• BiSL, A Framework for Business Information Management (book)

• OGC white paper ITIL & BiSL

• ASL Management Guide (book + free pdf version)

• ASL 2, A Framework for Application Management (book)

• OGC white paper ITIL & BiSL

Additional material

Tomorrow

● Download the free ASL & BiSL Management Guides and more from www.aslbislfoundation.org

● Evaluate your position on the IT value chain

● Do the sanity check with the business

● Embrace Occupy IT

● Link up and keep in touch @marksmalley &

1. Eggs 2. Money 3. People 4. Conversation Ask the client!

Tomorrow

● Download the free ASL & BiSL management guides and more from www.aslbislfoundation.org

● Evaluate your position on the IT value chain

● Do the sanity check with the business

● Embrace Occupy IT

● Link up and keep in touch @marksmalley &