1. 1. Collaboration is the future of Business IT Patrick Bolger Chief Evangelist, Hornbill Service Management @patb0512 SITS - June 4, 2015
2. 2. HOW DID THIS HAPPEN?
3. 3. OUR CUSTOMERS NEEDS HAVE CHANGED 1980 Infrastructure 1990 Information 2000 Individuals 2010 Interactions 2020 ????
4. 4. WE ARE NOT EVOLVING FAST ENOUGH Source: https://www.gartner.com/doc/2667122/guide-io-leaders-access-gartners The numbers reveal some interesting trends, including a normalization of the average maturity score in the 2.3 +/-.05 range over the last three years.
5. 5. WE HAVE TO CHANGE OUR THINKING
6. 6. Transition Planning and Support Change Management Service Asset & Config. Management Release & Deployment Management Service Validation & Testing Change Evaluation Knowledge Management Service Transition Event Management Incident Management Request Fulfilment Problem Management Access Management Operational Activities in other Lifecycle Phases Service Desk Technical Management IT Operations Management Service Operation Service Catalog Management Availability Management Capacity Management IT Service Continuity Management Information Security Management Supplier Management Service Design Continual Service Improvement Financial Management Service Portfolio Management Demand Management Service Strategy Strategy Management Service Improvement Design Coordination Service Level Management Application Management Business Relationship Management ITS JUST GUIDANCE ADOPT, ADAPT, IMPROVE Requirements Engineering Data & Information Mgmt Service Measurement Service Reporting
7. 7. No ITIL ITIL V2 ITIL v3/2011 MORE FUNCTIONALITY WILL NOT SOLVE YOUR PROBLEMS Helpdesk Service Desk ITSM Tool
8. 8. TECHNOLOGY MUST DELIVER NEW VALUE "Technology is creating the value differentiation in every industry with the digitization of product and service delivery. The convergence of consumer and corporate capabilities has forced companies across industries to leverage technology to extend or provide new ways of delivering value to their customers. Tom Archer, PwC
9. 9. THE RULES OF BUSINESS HAVE CHANGED Steve Jobs Mark Zuckerberg Larry Page Jeff Bezos 1977 (2001) 2004 1998 1994 $ 717Bn $ 215Bn $ 365Bn $ 174Bn
10. 10. Web 1.0 Web 2.0 Web 3.0 EVOLUTION OF THE WEB WWW SOCIAL SEMANTIC INTELLIGENT
11. 11. SOCIAL MEDIA AND THE REPUTATION ECONOMY Selling Connecting Hard to reach Available everywhere Large Campaigns Small Acts Controlling the message Transparency Image source: http://www.mashable.com Mark Smiciklas, Intersection Consulting
12. 12. NEW MANAGEMENT IMPERATIVES Sales & Marketing Distribution Integration Training Support John Seddon - Re-thinking IT Video http://vimeo.com/19122939
13. 13. NEW CORPORATE STRUCTURES & VALUES Organisation-centric People-centric Top-Down Hierarchies Networks & Relationships Command & Control Trust Departmental Objectives Organisational Goals Hoarding Knowledge Sharing Insights Email Collaboration On-Premise Cloud & Mobile
14. 14. NEW BUSINESS (AND IT) CHALLENGES Disruptive Innovation Cost & Complexity Regional Differences Data Explosion IP & Data Protection ConvergenceConsumerisation Social Media Regulatory Landscape Customer Experience
15. 15. 21ST CENTURY IT SHAPED BY FIVE MAJOR TRENDS Any device, anywhere, any time Always on Elastic capacity Virtually unlimited storage Low-cost subscription models Click to install Drag and drop design Loosely coupled integration Continuous deployment Intuitive User Interface Rich media Dynamic content Transient / Tacit Knowledge Collaborative by design Image source: http://www.zdnet.com/blog/hinchcliffe/
16. 16. COLLABORATION collaboration klabren/ intr.v. collaborated, collaborating, collaborates noun: collaboration; 1. the action of working jointly on an activity, project or goal.
17. 17. THE COLLABORATORS ADVANTAGE http://blogs.aberdeen.com/communications/esc-the-collaborators-advantage/ Year-over-year performance improvement (Aberdeen Group) Potential to raise the productivity of the high-skill knowledge workers by 20 to 25% (McKinsey & Company)
18. 18. Timely access to business critical information Identification of subject-matter experts Access from mobile devices On-time project delivery Fostering of innovation EFFECTIVENESS OF ENTERPRISE COLLABORATION http://blogs.aberdeen.com/communications/esc-the-collaborators-advantage/
19. 19. Consumer/social technology concepts inside the walls of the enterprise Simple to deploy, configure, and always up to date Intuitive as the social tools we use at home ENTERPRISE COLLABORATION WHAT IT IS, AND WHY ITS HOT
20. 20. Consumer/social technology concepts inside the walls of the enterprise Simple to deploy, configure, and always up to date Intuitive as the social tools we use at home Rich user profiles, activity streams and peer ratings ENTERPRISE COLLABORATION WHAT IT IS, AND WHY ITS HOT
21. 21. Consumer/social technology concepts inside the walls of the enterprise Simple to deploy, configure, and always up to date Intuitive as the social tools we use at home Rich user profiles, activity streams and peer ratings Overcome language, time zone and cultural barriers ENTERPRISE COLLABORATION WHAT IT IS, AND WHY ITS HOT
22. 22. Consumer/social technology concepts inside the walls of the enterprise Simple to deploy, configure, and always up to date Intuitive as the social tools we use at home Rich user profiles, activity streams and peer ratings Overcome language, time zone and cultural barriers Peer-to-peer support Ask questions, share documents, promote useful content Capture ideas, knowledge & expertise from conversation ENTERPRISE COLLABORATION WHAT IT IS, AND WHY ITS HOT
23. 23. Consumer/social technology concepts inside the walls of the enterprise Simple to deploy, configure, and always up to date Intuitive as the social tools we use at home Rich user profiles, activity streams and peer ratings Overcome language, time zone and cultural barriers Peer-to-peer support Ask questions, share documents, promote useful content Capture ideas, knowledge & expertise from conversation Any time, anywhere, on any device ENTERPRISE COLLABORATION WHAT IT IS, AND WHY ITS HOT
24. 24. Consumer/social technology concepts inside the walls of the enterprise Simple to deploy, configure, and always up to date Intuitive as the social tools we use at home Rich user profiles, activity streams and peer ratings Overcome language, time zone and cultural barriers Peer-to-peer support Ask questions, share documents, promote useful content Capture ideas, knowledge & expertise from conversation Any time, anywhere, on any device Diverse teams working to common enterprise goals ENTERPRISE COLLABORATION WHAT IT IS, AND WHY ITS HOT
25. 25. Invited vs. told to use Control of content Reasons to participate Reward for participation Specific vs. generic apps Comfort zones & fear factor ENTERPRISE VS. SOCIAL NETWORKS - DONT EXPECT ADDICTION
26. 26. Dont think collaboration technology, think business solution Start with a small pilot group - users & key influencers Define the purpose of collaboration Populate with rich and useful content Lead by example (share Knowledge, documents, ideas) Encourage & reinforce good practice to avoid slipping back into old ways (collaboration vs. email) Ask active users to share their experiences Business / productivity apps increase stickiness Provide sufficient communication, training and support Be patient & persistent PROMOTING ADOPTION & MAKING IT STICK
27. 27. Get serious about collaboration ITs future depends on understanding and sharing common goals Deploy technology for business benefit first (IT benefit second) Dont say were customer focused act like it Make IT happen at your organisation Start by accepting personal responsibility Step outside your silo and the walls of your comfort zone Motivate, stimulate and inspire desired behaviours MAKE IT HAPPEN If you dont like change, youre going to like irrelevancy even less. Eric Shinseki, former US Army Chief of Staff
28. 28. LEGITIMATE COMPETITION
29. 29. WITH CHANGE COMES OPPORTUNITY
30. 30. ITS YOUR SHIP Show me an organization in which employees take ownership, and I will show you one that beats its competitors. If your bosses see you lifting burdens off their shoulders, and they find out they can trust you, they stay out of your face. And that gives you the freedom you need to operate independently and improve your ship. I found that the more people knew what the goals were, the better buy-in I gotand the better results we achieved together.
31. 31. ITS BETTER WHEN YOURE IN IT TOGETHER
32. 32. Thank you for attending this session. Patrick Bolger Chief Evangelist patrick.bolger@hornbill.com @patb0512