My I-Pad and theIT Service Catalogue…

Barclay Rae

Independent management consultantService Management, Service Desk + ITSMService Catalogue + SLAsResearch and promotionBusiness managementProfessional Services Management

400+ Service Change ProjectsService Management since 1982Consulting since 1994

Web: barclayrae.com Twitter: @barclayrae #ITSMWPROW

Barclay Rae

Agenda– What Devices?– What’s changing?– Is this a new issue?– Are we bothered?– Service Catalogue?– Personal Devices + Service

Catalogue

– Questions

What devices?

• 70 % of converged mobile device users in the United States prefer to employ their gadgets for both business and personal purposes.

• 40 % of U.S. workers have “mobilized themselves” by purchasing devices for both business and personal use.

What’s Changing???

Everything, constantlyAt hyper speed…

• What technology does• How we buy it • How we receive and consume it• How its supported• Who buys and runs it

• The traditional model is dying and our careers will too…

• We need to GET MOVING…

Is this a new issue?

Mini-systemsPCsClient ServerMobile phonesPDAsLaptopsBlackberrysSmartphones...

Personal devices in use?

Supporting Tablets: No 12%Under pressure to 24%, Only IT approved 35%, Users own devices 29% Time spent on IT innovation: (Less than 10%) 44%(11-20%) 33% (Over 20%) 22%

Are we bothered?Heads in the sand?

Over reacting?

Losing control?

Do we want to be cabbies?

Service Catalogue?

Why do we need it?

What value does it deliver?

Do we need it if services are just bought direct….?

Service Catalog Structure

Elements:User Request Catalogue For the IT end-user Self-service request fulfillment Similar to online shopping experienceBusiness Service Catalogue View For the business customer In business terms Specific non-IT information Business SLAsTechnical Service Catalogue View

For the IT providerTechnical and supply-chain detailsComponent level service dataOLA and Underpinning Contracts

Service Catalogue Elements

Service Catalogue Elements

Personal devices + Service Catalogue?

We can’t ignore the pace of change + opportunities

Cutting out personal devices + ignoring Service Catalogue will be counter-productive

We must engage as well as try to control…

..depending on organisation + needs

Personal devices + Service Catalogue?

If nothing else we need to define services

Catalogue provides structure, controls + inputs for reporting

Value management

Needs familiar + simple interface

App store…!

What do we need to do?

1. Business Services - Customer first, outside in2. Define personal/corporate use policy

3. What can we do in 5, 10, 20 days4. Leadership, key skills + people5. Shanghai the CIO6. Workshops7. Review impact

.

What’s Changing?IT – FAST

What do we need to do?Change IT and get moving - FAST

Any Questions?