July 2014

RUGIT Meeting

8th September 2016

The changing world of Service

Management

ITSMF UK UpdateBarclay Rae

CEO, ITSMF UK

Barclay Rae

CEO ITSMF UK

July 2014

The changing

world of Service

Management

Background

IT Service Management is at a critical crossroads.

The pre-eminence of ITIL® is being challenged

New ideas like

DevOps, Bi-modal IT, SIAM IT4IT

are gaining adoption and challenging

existing ways of working

Challenges

ITIL / (insert dated framework here)… is ‘dead’

We don’t do services

DevOps vs. ITSM

Agility and speed vs. process and control

Bi-Modal IT

Shadow IT

New frameworks, new demands, new workforce, new models

Service Integration/SIAM

…52% of ITSM

improvement

programs fail due to

internal barriers or

resistance to change

in the organization –Forrester

Nearly 40% of CIOs are on the

bimodal journey, with the

majority of the

remainder planning to follow in

the next three years. - Gartner

2016 CIO Report

Questions

• How do IT organisations evaluate and adapt to these

challenges?

• What should you do (if anything) to adapt?

Every company is an IT company now…

So do we all need an internal IT department..?

The role of IT needs to evolve, from:

Systems to Service provider

Engineer to Retailer

Geek to Broker

• We support people not just technology

• Success depends on our ability to interact productively,

positively and professionally with people

• This involves collaboration:

• Between people

• Across teams and IT departments

• Beyond IT departments

• With partners

Many support tasks can be eliminated or

automated, as can a number of administrative

approval and documentation functions

Current high levels of administration and break/fix

tasks in IT result in high levels of waste

Vendors must be chosen on a long-term

partnership basis with clients

need to move to sustainable partnership model that

includes solid risk assessment and shared

responsibility/reward

IT departments still have a responsibility to

manage and protect the information assets of

the organisation

This is often forgotten in the race to be agile and to

use cool new stuff approaches

Organisations need to invest in hiring a wider

range of people and skillsets for successful IT

new skills and people are needed for commercial

negotiation, contracts, relationship management,

commercial and financial management

IT Service Management is transferrable to wider

enterprise operations and management

Enterprise Service Management is not a new idea -

now there is a clear imperative to work across

organisational boundaries to achieve shared value

• Specialist technical skills

• Organisational change and people development

• Key business knowledge/skills

• Contract and supplier management

• Supply and demand management

• Marketing and communications

• Relationship management

• Contract negotiation

New IT Skills

Professional SM Framework

The CIO

Stepping up

Must challenge and disrupt – IT

Has to demonstrate value

Must promote good governance

Needs to ‘sense and respond’

Needs support and trusted data

Must clarify that:

IT ‘can’t do it all’

ITSM and DevOps?

• ITSM?

• Structure + process

• Waterfall, silos

• Taylorism

• Dated, mainframe based

• 80s and 90s

• Suits and button downs

• Whitehall

• DevOps?

• Cool and collaborative

• Transparent

• Fast and continuous

development

• Generation Y

• T-shirts, hipsters

• Bay Area

DevOps

• A new context for many not interested in ITSM and BSM

• A new context that speaks to a new audience

• Not restricted to start-ups and tech companies

• Now used in part / adaption in many orgs and projects

• An approach that focusses on teamwork, collaboration

and principles - respect

The DevOps trend goes way beyond implementation and technology

management and instead necessitates a deeper focus on how to effect

positive organizational change. - Gartner

Practical DevOps

• Collaboration

• Sprints and agile

development

• Continuous development

• Minimum viable product

• Positive blame-free culture

• Open CSI approach

• Measurement, Measurement

In response to the rapid

change in business today,

DevOps can help organizations

that are pushing to implement

a bimodal strategy to support

their digitalization efforts -

Laurie Wurster, Gartner

ITSM and DevOps?

• ITSM

• Frameworks for

operational processes

• Bodies of knowledge

• Training programmes

• Process and technology

models

• Associated with large

organisations

• DevOps

• Agile based collaboration

approach

• A way of working

• Fast development

approach

• Getting it right first time

• Blame free – new culture

ITSM and DevOps?

• ITSM and DevOps

• Need to define services

• Structured around Service Delivery

• Customer experience

• Journey Mapping

• Measurement and metrics

• Collaboration and Communication

ITSM and DevOps?

ITSM DevOps

Customer Engagement - BRMService Definition - CatalogueMetrics + Measurement - CSI

Process Culture

SpeedControl

Service Management

ITSM DevOps

Customer Engagement - BRMService Definition - CatalogueMetrics + Measurement - CSI

Process Culture

SpeedControl

Multiple Supplier Management Approaches

Model 1: Retained Client SI Function

Client

Organisation

Service

Integration

Applications

Management

Provider

Infrastructur

e ProviderNetworks

Provider

Client

Organisation

Service Integration

Applications

Management

Services

Infrastructure

Services

Network

Services

Model 2: Single Supplier

Client

Organisation

Service Integration

Applications

Management

Provider

Infrastructure

Services Networks

Provider

Model 3: Service Guardian

Client

Organisation

Service Integrator

Application

s

Managemen

t Provider

Infrastructure

ProviderNetworks

Provider

Model 4: Separate Service Integrator

SIAM models

The CIO

Stepping up

Must challenge and disrupt – IT

Has to demonstrate value

Must promote good governance

Needs to ‘sense and respond’

Needs support and trusted data

Must clarify that:

IT ‘can’t do it all’

ITSMF UK

Update Autumn 2016

Value Proposition

Professional – knowledge, guidance and services that

define professionalism across the industry

Community – the lifetime forum for developing and sharing

ideas and practical guidance

Voice – promoting and supporting Service Management

across organisations and industry

The professional voice of the Service Management

community

July 2014

What is PSMF?

• Text

Cartoonist Russ Law - www.facebook.com/russexplains

An ‘umbrella’ competency framework

PSMF – What is it?

A competence framework

An umbrella model – that incorporates other CPD and skills

frameworks

PSMF defines what a professional can do, without being

prescriptive

PSMF – How does it work?

PSMF Content is free to all ITSMF UK members at

itsmf.co.uk

Organisations can be assessed and audited to be

compliant with the PSMF approach

Individuals can be recognised at practitioner and

professional levels

Simple, ‘light touch’

PSMF – Case Study

xxx

ITSMF Activities

Communications - a new approach in 2016

• Masterclasses and educational events around new and emerging industry topics, like DevOps, SIAM, Cybersecurity, Shift Left and IT4IT

• ‘Classic’ short industry workshops on popular topics like problem management, service catalogue etc.

• New thought leadership events, featuring industry luminaries and tailored ITSMF UK research

• Content/IP developed and retained by ITSMF UK, available for on-site delivery and licensing

• Live Broadcast series – sponsored ‘TV programmes’ discussing ITSM Topics in depth

ITSM16 – a date for your diary

Following the success of our 2015 Annual Conference and

Exhibition, we are returning to the same venue this year:

Sofitel London Heathrow

21st and 22nd November

This is our 25th Conference!

We hope to see you there!

Conference 2016: Professionalism in ITSM

ITSM Fundamentals - classic ITSM topics and case studies based around well-known themes and processes

Leading Edge ITSM - new and emerging ideas and approaches –e.g. DevOps, SIAM, IT4IT, CX, Cynefin

People make ITSM - communications, leadership, people development, change management, new IT skills

Enterprise Service Management - ITSM with other non-IT areas, as well as Service Management exclusively beyond IT

Forthcoming Events

Further details at www.itsmf.co.uk

13 September Major Incident Management – Masterclass15 September DevOps in an ITSM world Masterclass26 September ITIL Practitioner event 4 October Shift Left Workshop 13 October Service Catalogue Workshop 20 October South West and Wales Region meeting1 November Proactive Problem Management Masterclass3 November North Region Meeting8 November Change and Release Management Workshop21 November ITSM16 Conference8 December Cybersecurity Workshop

Special Interest Groups (SIGs)

Special Interest Groups meet regularly to work on white papers, research, presentations and issues of concern to members. Current SIGs include:

Service Transition

CSI

Service Level Management

Service Design

Problem Management

SIAM

Interested in helping to set up a new SIG?Please contact the office for further information

Publications news

SIAM: Principles and practices for service integration

and management

Launched at ITSM15, the new SIAM book from Van

Haren has been reviewed by numerous ITSMF members

and offers an excellent introduction to a complex subject.

Member price £25.00

ITIL Practitioner Guidance

ITIL® Practitioner Guidance is the essential reference text

which accompanies the ITIL Practitioner qualification. This

publication is also a practical guide that helps IT service

management (ITSM) professionals turn ITIL theory into

practice through case studies, worksheets, templates and

scenarios.

Member price £50.00

All orders to publications@itsmf.co.uk or via the

website

twitter.com/@itsmfuk

www.linkedin.com/company/itsmf-uk/

Join online discussions, catch up

with recent blogs and videos,

download a paper or view industry

news at www.itsmf.co.uk

Facebook.com/itsmfu

k

Website and Social Media

47

www.itsmf.co.ukTel: +44 (0)118 918 6504

Mob: +44 (0)7823 322959

ITSMF UKPremier Gate

Easthampstead Road

Bracknell, Berks, RG12 1JS

United Kingdom

Email: membership@itsmf.co.uk

Tel: +44 (0) 118 918 6500

Thank you!

Any Questions?

48

Invest in the Service Desk

What metrics?

• SLAs!!!??

• Server Availability

• Incident volumes

• Turnaround times

• Telephony stats

• Applications avail

• All the 99.99s

Metric ‘Bundles’

Metric What Threshold Weighting

Telephony ABR/AHT/ATR ABR<5%

AHT<5 min

ATR<2 min

20%

Incident logging SLA Key apps – HR +

Payroll apps+ Email

99.8% Service

Hours

20%

Incident resolution SLA Weekly review Target 90% 20%

Agent efficiency Weekly review Target 90% 10%

Customer satisfaction Month end billing 100%

availability

20%

Efficiency/scheduling Internal metrics % targets 10%

SERVICE DESK

98%

Metric What Threshold Weighting

Incident Response OLA All Services Target 95% 20%

Incident resolution SLA Weekly review Target 90% 30%

Analyst productivity Weekly review Target 90% 10%

Incidents caused by

changes ration

Systems supported >2 monthly 20%

Incident backlog Outstanding

incidents

>5% of

monthly total

20%

IT TEAMs

90%

Metric ‘Bundles’

Metric What Threshold Weighting

Incident + request SLA All Services 99.5% Target 10%

Major Incidents All Services 99.8% Service

Hours

20%

Service availability All Services Target 90% 20%

Team performance Relative operational

performance

Thresholds

outside 5%

10%

Customer satisfaction Month end billing 100%

availability

20%

Cost per service Target unit costs /

budget

Thresholds

outside 5%

20%

IT MANAGEMENT

93%

Metric ‘Bundles’

Metric What Threshold Weighting

SLA Incident/fix <5 per week 20%

Availability Key apps – ERP +

Email

99.6%

Service

Hours

15%

Customer Satisfaction Weekly review Target 85% 25%

NPS/KCI Weekly review Target 75% 10%

Key Metric – Moment of

truth

Key time availability 100%

availability

30%

CUSTOMER - SERVICE A

100%

Metric ‘Bundles’

Metric What Threshold Weighting

SLA Incident/fix =None per

week

30%

Availability Key apps – HR +

Payroll apps+ Email

99.8%

Service

Hours

20%

Customer Satisfaction Weekly review Target 90% 10%

NPS/KCI Weekly review Target 90% 10%

Key Metric – Moment of

truth

Month end billing 100%

availability

30%

CUSTOMER - SERVICE B

98%

Metric ‘Bundles’

94%

Summary

Leadership

Influence, example, communications, facts, relationships

Customer Experience

Business Outcomes

Outcomes over output

Principles over process