changing role of csi: blueprint for business innovation ... · service management 2017 #smconfau...

Service Management 2017 #SMConfAU

Changing role of CSI: Blueprint for Business Innovation

Management

Murali Ramakrishnan

WEDNESDAY 23 – THURSDAY 24 AUGUST 2017| SOFITEL MELBOURNE ON COLLINS


Vinh Giang - The Psychological Illusionist - Colour Changehttps://www.youtube.com/watch?v=TtQdjTd4Znw

Invisible ship phenomenon

https://www.youtube.com/watch?v=TtQdjTd4Znw


Focus – a double edged sword

• If individuals and organisations are too focussed, they miss the big picture


The Challenge / Opportunity!(we need to look around)

(disclaimer: the technologies showcased in this pack are only for illustrative purposes. The author, Queensland Rail or ITSMF do not endorse any products)


What is Innovation?

• New ways of doing things

• Creates more value

• “surprise” element

• Can be “disruptive” – breaking new grounds


Digital Disruption

Source: Deloitte’s whitepaper – “Digital Disruption – Harnessing the Bang”


The need for change!(who will facilitate looking around?)


Expanding scope of ITSM

ITIL v2 Business Alignment

ITIL v3 Business Partner

V3 + Business Guidance


Continual Service Improvement (CSI)AS IS

Customer/Business

Continual Service Improvement

ExternalMarketStartup ResearchAcademic

VISION


Purpose

Align IT Enabled Services

Develop and sustain an innovation eco-system

Richard Turere – Inventor of “Lion Repellent Lights”


CSI - Vision

IT internal focussedBusiness/Customer/Market focussed

Focussed on “successful” improvements

Experimentation and failure tolerance

Linear improvement modelHuman Centric Design –evolutionary development

Responsible for managing improvement Initiatives

Facilitates Business Innovation

AS IS TO BE


As Is – Integration The business / Customers

ServiceCatalogue

Service Portfolio

Service Knowledge

Management

System

Requirements

Service Strategy

Service

Design

Service

Transition

Service

Operation

Continual

Service

Improvement

StrategiesPolicies

Resources &

constraints

Change

proposals &

service charters

Solution designsArchitectures

StandardsServices design

packages

New/changed/

retired servicesTested solutions

SKMS updates

Implementation

of transition

plans

Achievements

against targets

Operational/live

services

CSI register, improvement

actions and plans

Business

value


To be – Integration

CSI

Research Academic Benchmark Start-up

BRM EA

ICT CRM

Strategy

OCM

BPM*Organisation

Industry body


CSI Processes

7-step improvement 7-step to include Lean/Agile/HCD

Business Process Management

Business Innovation Management

AS IS TO BE

Focus of this presentation


Business Innovation Management(process-tool-architecture-skills)


Business Innovation Management -Process

Environmental Scan

Idea Generation

PrioritisationExecution

Benefits Management


Tool - Supporting Tech Platform

Scanning

• news feeds

•Discussion

•blogsEngage

•Discuss about improvement ideas

•Pain points

•Cross functional collaboration

Solve Specific Problem

•Publish business challenges

•voting

•cross functional team

•judging panel rating

Evolve•Monitor benefits

•Incorporate suggestions


Open up Architecture – if possible!

• Need to selectively “open up” internal technology

• Consider publishing API standards

• Data availability

• Create a market place (example: Xero)

• Encourage start-ups to come up with innovative ideas( example: https://openinnovation.com.au)


SFIA skills – CSI Manager

Skills Framework for the Information (SFIA): Formally established in 2000, and regularly updated, SFIA has become the globally accepted common language for the skills and competencies required in the digital world.

• Innovation

• Business Process Improvement

• Benefits Management

• Consultancy

• Change Implementation Planning and Management


Organisation Change Management(that supports BIM)


Organisation Change Management (OCM)

• “Frugal Innovation” – manage with existing resources

• “To be valued” is an intrinsic human need – nurture it

• Community of Practice – establish a vibrant CoP

• Internal Social Networking tools (Example: Yammer)

• Not always “controlled, prioritisation” process is required. Empower teams to manage their own innovation


OCM - Continued

• Engagement– Identify business challenges and invite employees to address

– Encourage employees to propose ideas and own the solutions

– Create a culture of self-management

• Collaboration– Fedex Events – deliver product within a day

– Assessment criteria to promote cross-functional collaboration

– Expose to new ways of working: 3 month Rotation to Start-up space (Example: Brisbane –Rivercity labs)


OCM - Rewards

• Rewards need not be expensive– Book coupons

– Movie tickets

– “reward points”

• Encourage Team Recognition – avoid individual glorification!

• Innovation showcase to Analysts – tied to Annual reporting cycle

• Visit to SiliconValley


Creating an action plan(become an innovation champion)


Benefits of BIM

“For every $1 invested by BT on our innovation program, we have returned

over $75 to the business.”

// Steve Healey, Head of BT New Ideas

• Smart people are scattered all over the organisation. BIM brings them together, motivates them to solve business problems

• Balance the small, no-brainer improvements to heavy weight, resource intensive improvements

• The proposed approach builds on the strengths of CSI


Constraints

• Procurement process• Culture • Organisation Structure • Cost • IT infrastructure • Cyber Security


Blueprint for CSI Transformation

• “Sell” the vision

• Establish integration points with existing organisational structure

• Establish connection with external partners

• Business Case for technology

• OCM strategy

• Plan Capstone events

• Celebrate success

• Refine


Action PlanAction Example Your plan

“Sell” the vision GM – ICT, Senior Leadership Team, EGM-Customer Innovation

Establish integration points with existing organisational structure

Strategy and Planning Community of Practice,Customer Innovation, Benchmarking

Establish connection with external partners

University, ITSMF, ACS, CSIRO, Startup Colocation (Rivercity labs)

Business Case for technology Yammer (interim)TBD (please see resources)

OCM strategy Start with “people share”, expand rewards

Plan Capstone events “Fedex” event

Celebrate success


Summary

• Innovation is happening at a rapid pace

• We need a dedicated function to “look around”

• ITSM is in a unique position to “step up”

• CSI is a logical choice to expand within ITSM


Are we ready to look out for the invisible ships?

Can we add “Innovation Management As A Service (IMaaS)” to our service catalogue?


Resources

The Invisible Gorilla

https://www.youtube.com/watch?v=IGQmdoK_ZfY

Deloitte – Digital Disruption:

https://www2.deloitte.com/au/en/pages/building-lucky-country/articles/digital-disruption-harnessing-the-bang.html

Autonomous Vehicles

http://www.qic.com.au/knowledge-centre/technology-disruptions-affecting-infrastructure-20160414

Compilation of Idea Management Tools:

http://www.capterra.com/idea-management-software/

Skills Framework for the Information Age (SFIA)

https://www.sfia-online.org/en/sfia-6

https://www.youtube.com/watch?v=IGQmdoK_ZfYhttps://www2.deloitte.com/au/en/pages/building-lucky-country/articles/digital-disruption-harnessing-the-bang.htmlhttp://www.qic.com.au/knowledge-centre/technology-disruptions-affecting-infrastructure-20160414http://www.capterra.com/idea-management-software/https://www.sfia-online.org/en/sfia-6


Thank you!


Murali [email protected]

https://www.linkedin.com/in/muraliramakrishnan/

CONTACT DETAILS
mailto:[email protected]

changing role of csi: blueprint for business innovation ... · service management 2017 #smconfau...

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