Barclay Rae

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We don’t work in IT – we work in supply chain

T

We don’t work in IT – we work in

supply chain

itSMF USA

Webinar

Agenda

I work in IT

IT identity crisis?

Musicians and bands

How can we improve?

I work in IT

itSMF USA

Webinar

Familiar..?

‘… So, what do you do then..?’

Familiar..?

‘… So, what do you do then..?’

‘… Oh, I work in IT…’

I’m an IT guy…

I work in IT - I am an IT person

If I'd wanted to be an accountant, I wouldn't

be doing this job

No sirree…

IT Identity crisis?

itSMF USA

Webinar

IT Identity Crisis..?

‘We want IT to do..’

Retail/supply chain

Marketing

Sales

Contract Negotiation

Commercial Management

Financial Management / accountancy

IT Identity Crisis..?

What skills do we need to have? Now and in

future?

Surely technical skills are the most important?

Do we need to become …

Actually…

You work for the company/organization that pays your

salary

IT is another part of any organization – not something

separate and mysterious

IT and other service functions are becoming more

integrated

Outside IT / Shared Services/ Enterprise SM

And…

IT is part of a supply chain…

That delivers capability (through tech)…

Which in turn provides your organisations’ services

IT is now a retail function – get over it…

Musicians and Bands

itSMF USA

Webinar

Musicians

Bands

From the archives

From the archives

Service Desk

Incident

Problem

Change

Request

Configuration

Service Catalogue / SLM

Knowledge

Reporting

ITSM Processes + Concepts?

Buying the best toolset?

Know their audience

Are clear on their focus / style

Have the right people and skills

Are self critical and work to improve

Use feedback

Build the right team

Sell their value and the experience – not the

musicians

Successful bands

How can we improve?

itSMF USA

Webinar

How can we improve?

• Take responsibility

• Develop open culture

• Build team

• Clarify direction

• Set clear goals

• Measure and improve

• Demonstrate success and value

Working together requires ‘leadership’ from

everyone…

Understanding Value

Outcomes

Customers

efficiency

ITSM Processes/Functions

ITIL/ITSM stuck with individual ‘silo’ processes

These don’t exist on their own in isolation

Need to think integrated functions, not just

processes

People, roles, ownership, accountability, function,

capability and outcomes…!

ITSM Geometry

Service Desk

IT Department

Customers Problem

Reporting

/Metrics

Knowledge

User View

IT/Tech

View

Business View

Change

Incident

Problem

Service

Desk

ITSM

engine

Service

Catalog

CSI

Its all about…

‘Like but not necessarily as’ a business

Using some elements and key skills

IT should be delivering value through technology

Must be ready to embrace change – within core

principles

Run IT as a business..?

Catalogue – menu?

Service Catalog Hierarchy

Service Catalog Hierarchy – Non-IT

Service Catalog Hierarchy – Non-IT

Specialist technical skills

Consultancy and project management

Organisational change and people development

Key business knowledge/skills

Contract and supplier management

Supply and demand management

Marketing and communications

Relationship management

Customer support

Contract negotiation

New IT Skills

3

8

ITSMGoodness

In summary…

We don't need to become retailers/accountants…

We do need to be able to work together to achieve

success – across and beyond IT

We need to be able and communicate with accountants -

and other business roles - in a language that they

understand and can act upon

So

Let’s Stick Together…!

One plan

One team

One set of objectives

One shared level of commitment

One set of success criteria

One positive outcome

Thank you for

listening!

barclayrae.com

Itsmgoodness.com

BrightTALK CH 9885

#itsmgoodness

@barclayrae

bjr@barclayrae.com

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