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1© ASL BiSL Foundation
SDI, Birmingham, 18 June 2014
A Peek Behind and in Front of the Service
Desk
Mark Smalley, IT Paradigmologist
2© ASL BiSL Foundation
• Warming up – Intro & IT Economy
Quiz
• First half – SD & AD/AM
• Half time – Love/Hate Relationship
Quiz
• Second half – SD & ‘BIM’
• Cooling down – BITA Japanese Style
AgendaBritish Paralympic medal winner Marc Woods
3© ASL BiSL Foundation
• Warming up – Intro & IT Economy
Quiz
• First half – SD & AD/AM
• Half time – Love/Hate Relationship
Quiz
• Second half – SD & ‘BIM’
• Cooling down – BITA Japanese Style
Agenda
4© ASL BiSL Foundation
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
5© ASL BiSL Foundation
[Smalley.IT]
THE SERVICE MANAGEMENT
INAUGURAL CONGRESS
Manager’s Perspective
6© ASL BiSL Foundation
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
Happiness
7© ASL BiSL Foundation
Happiness
EUR 43 44
USA 45 49
Source: www.nber.org/papers/w12935.pdf
Prof A. Oswald
8© ASL BiSL Foundation
Happiness at work
YouTube RSA Drive
9© ASL BiSL Foundation
Mastery & the
T-shaped professional
10© ASL BiSL Foundation
Need to collaborate
BUSINESS
AD/AM ITSM
Agile
Dev
Ops
?
Development ofnew releases =intended value
Deployment of new releases = potential
value
Use of IS = actual value
11© ASL BiSL Foundation
Why?
The world is flat
We needinformation
Thingschangerapidly
Information systems are
complex
12© ASL BiSL Foundation
SD needs to collaborate
BUSINESS
AD/AM ITSM
SD
/
/ /
13© ASL BiSL Foundation
IT Economy Quiz
Cost of v1.0vs
Rest of TCO?
Total IT Budget
14© ASL BiSL Foundation
IT Economy Quizv1.0 Rest of TCO
15© ASL BiSL Foundation
IT Economy Quiz
Application costsvs
Infrastructure costs?
Total IT Budget
16© ASL BiSL Foundation
v1.0 Rest of TCO
IT Economy Quiz
Applications
Infrastructure
Service desk?
17© ASL BiSL Foundation
IT Economy Quizv1.0 Rest of TCO
Applications
Infrastructure
SD 1%-15%
18© ASL BiSL Foundation
• Warming up – Intro & IT Economy
Quiz
• First half – SD & AD/AM
• Half time – Love/Hate Relationship
Quiz
• Second half – SD & ‘BIM’
• Cooling down – BITA Japanese Style
Agenda
19© ASL BiSL Foundation
SD & AD/AM
AD/AM
SD
/
• Architects• Designers• Developers• Programmers• Testers• DBA’s• Sysadmins
20© ASL BiSL Foundation
Str
ate
gic
Managin
gO
pera
tional
ASL (2009 edition)
Software control
and distribution
Changemanagement
Usesupport
Continuity management
IT operationsmanagement
Configurationmanagement
Applicationportfolio
management
Applicationlifecycle
managementIT
develop-ments
strategy
Customer environment
strategy
Realization
Design
Implemen-tation
Contract management
Planning and control
Qualitymanagement
Financialmanagement
Suppliermanagement
Application supportApplication maintenance
and renewal
Application strategyApplication management
organization strategy
Impactanalysis
Testing
Capabilitiesdefinition
Technologydefinition
Supplierdefinition
Accountand marketdefinition
Servicedelivery
definition
Customerorganizations
strategy
Connectingprocesses
Services Applications
Management
Processes
21© ASL BiSL Foundation
ASL (2009 edition)
Enable useof applications
Determine applications’
future
Change applications
Application supportApplication maintenance
and renewal
Str
ate
gic
Managin
gO
pera
tional
Organize AM
Application strategyApplication management
organization strategy
Connectingprocesses
Services Applications
Management
ProcessesManage AM
22© ASL BiSL Foundation Capgemini
Applicationportfolio
management
Applicationlifecycle
managementIT
develop-ments
strategy
Customer environment
strategy
Customerorganizations
strategy
Determine applications’ future• Think lifecycle, think
rationalization, think building a new city in the old city• Close collaboration with
business partners• Determine business
value and technical value• Evaluate business and
technical developments• Make strategic plans for
applications • Set policy for changes
etc.
23© ASL BiSL Foundation
Software control
and distribution
Changemanagement
Realization
Design
Implemen-tation
Impactanalysis
Testing
Change applications
• Based on business demand and non-functional requirements• Develop new functionality or
integrate suppliers’ new releases• Agile/Scrum for quick and
‘first time right’ incremental development• DevOps for highly-
automated continuous deployment • Test-Driven Development
for better design
24© ASL BiSL Foundation
Software control
and distribution
Changemanagement
Usesupport
Continuity management
IT operationsmanagement
Configurationmanagement
Enable use of applications
• Provide 2nd/3rd line support• Communicate proactively• Ensure application
availability and performance• Even under extreme
circumstances (continuity)
25© ASL BiSL Foundation
SD & AD/AM
How can AD/AM help you to collaborate better?
Improve people, process, technology?
26© ASL BiSL Foundation
• Warming up – Intro & IT Economy
Quiz
• First half – SD & AD/AM
• Half time – Love/Hate
Relationship Quiz
• Second half – SD & ‘BIM’
• Cooling down – BITA Japanese Style
Agenda
27© 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
28© ASL BiSL Foundation
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
29© ASL BiSL Foundation
• Warming up – Intro & IT Economy
Quiz
• First half – SD & AD/AM
• Half time – Love/Hate Relationship
Quiz
• Second half – SD & ‘BIM’
• Cooling down – BITA Japanese Style
Agenda
30© ASL BiSL Foundation
SD & the Business
BUSINESS
SD
/
• Super users• Process owners• Business analysts• Functionality
managers
31© ASL BiSL Foundation
“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
32© ASL BiSL Foundation
Seek first to understand, then to be understood.
Stephen Covey
Seek first to understand ‘Business Information Management’.
Mark Smalley
Dealing with the Business
33© ASL BiSL Foundation
Demand-Supply-Use
UserOrg Demand
Supply
Use
InfoSyst
ITOrg
Realize actualvalue
Identify requiredvalue
from I&T
DevelopIntegrateDeploy
Run
Deliver potential
value
34© ASL BiSL Foundation
Business Information Mgmt
34
• 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
35© ASL BiSL Foundation
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
36© ASL BiSL Foundation
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
37© ASL BiSL Foundation
ASL & BiSL
• Process models for AM & BIM• Implementation guidance• Examples of use• Recognized by ITIL®, COBIT® etc.• Foundation level training• Multiple choice exam (APMG)• Owned by non-profit ASL BiSL Foundation
38© ASL BiSL Foundation
Competences‘Business Information Manager’
• Understand the business thoroughly• Treat information & IT as business assets • Be demand-driven• Think IT Retail, not IT Manufacturing• Talk benefits, costs & risks
39© ASL BiSL Foundation
SD & the Business
How can the business help you to collaborate better?
Improve people, process, technology?
40© ASL BiSL Foundation
• Warming up – Intro & IT Economy
Quiz
• First half – SD & AD/AM
• Half time – Love/Hate Relationship
Quiz
• Second half – SD & ‘BIM’
• Cooling down – BITA Japanese
Style
Agenda
41© ASL BiSL Foundation
42© ASL BiSL Foundation
YouTube – TheMrTubeX“Japanese Precision - Walk it
out!”
43© ASL BiSL Foundation
Stay connected!
• Newsletter: at www.aslbislfoundation.org• Twitter: @aslbisl• LinkedIn: ASL BiSL Foundation (EN & NL)• Facebook: ASL-BiSL-Foundation
@marksmalley