ServiceDeskInstitute | 46 items | 15563 views
Become one of 24 speakers from around the world at the second ground-breaking conference 'Tomorrow's IT Service Future Today'. Please make your submission following the instructions below i.e. presentation title, synopsis, biography, preferred time zone (EMEA, Australasia, US) and web link. Speakers for the event will be chosen according to their popularity so please vote for on who you'd like to hear speak. For updates on TFT13 follow @FutureITService
In response to Aale Roos’ ‘unlearn ITIL’ movement, I had a new idea – let’s relearn ITIL.
In the last 5 years, ITIL has changed, grown, evolved and added a lot of complexity (and a lot of words!). There’s been a lot of grumbling but it’s still the most widely adopted approach to ITSM across the world, and 20,000+ people get Foundation certified each month.
I’m going to make a back to basics appeal to remind everyone why we do this stuff. This presentation is going to be a simple, practical look at service management best practice that works…with some hints on where to start for your organisation.
Useful for newbies and experienced practitioners, you’ll get a fresh look at ITSM based on the real world.
An Introduction to Outside-In Thinking
“Outside-in” thinking is a philosophy and management approach that places the interests of customers ahead of the organization’s capabilities.
Organizations that adopt an “outside-in” approach focus on satisfying their customers by efficiently and consistently delivering a combination of superior service experience and successful customer outcomes.
In economically stressful times, management teams may focus almost entirely on internal processes—improving productivity, downsizing and so forth. Decisions are made based on internal knowledge and instincts. This is “inside-out” thinking, and it can cause you to lose touch with your customers.
This is particularly true for enterprise IT organizations.
Outside-in thinking, on the other hand, emphasizes the need to look at everything you do from the customer’s perspective, and to manage your organization’s performance as a service provider or business based upon customer satisfaction levels. An explicit customer-based justification is sought for every decision. The what and how of process engagement and activity performance are driven by the why.
In this session Ian will help you understand how simple and powerful outside-in thinking is, and how it has been successfully applied both in service businesses like healthcare, and IT organizations being performance managed as an information service provider.
Go with the flow – an introduction to OBASHI
Could OBASHI be the answer to any of IT’s problems? This methodology is slowly gaining ground and being adopted by businesses concerned with many hot topics – business alignment, value management, sustainability, the service portfolio, data management, risk management…
In this presentation, I’m going to introduce OBASHI – the what, where, when, why and how. I’ll also take a look at how OBASHI integrates with other best practices that could already be in place in your organisation.
OBASHI will give you a framework to map dataflows through your organisation, from the business perspective. Once you’ve joined the dots, better decision making follows on naturally.
This is an attmept to think about the question: Is there a right sequence to ITSM?
At this time, there are several large enterprises that are trying to upgrade/migrate their ITSM solutions, and in the process also (re)define their processes. Most of them get stuck with the age-old question of chicken and the egg - Which comes first? For instance can you do problem management without incident management, or can you do change management without configuration management.
In the theory of ITIL, there are 5 lifecycles, 26/28 processes (depending on what is defined as a process), several functions, and many more roles. In some places, it clearly mentions what comes first, but in others - the practical understanding is far from reach.
In my 9 years of experience working with clients who have asked this question again and again, I have realized that there is no perfect answer to these questions.
But there is an approach that makes a little more sense than others.
Join me as I share this sequential approach to ITSM, how I formulated it during my journey with the clients, and how it still continues to evolve.
Follow my thoughts on http://saurabhdubey.org/theProfessional/?cat=4 and @dubeysaurabh
Title: Welcome to the Post-ITSM era
ITSM remains the dominant IT service worldview right now, but as was the case with other once-dominant paradigms – for example Ptolemaic astronomy (the earth at the centre of the universe) – it may be superseded by another, better view.
Using my other area of knowledge (work psychology) I'm going to describe the structural flaws in the philosophies that underlie ITSM. Then, knitting together strands of psychology, philosophy, complexity science and the history of personal computing technology, I will propose a new and futuristic approach to IT service, which combines the best of the old with new learnings from various fields..
Why is this important? Well, many in "the business" see the old way of doing corporate IT service as increasingly outdated in the face of rapid technology-led change such as XaaS, BYOD, Social IT etc. Thinking about new paradigms is extremely important at this time.
The IT Survival Handbook
How to successfully deliver and support the customers of an IT department with just pen, paper, yellow stickies, no special knowledge, no spare resources, and no funding..... but a whole tablespoon of common sense - yes Agile IT for pragmatists and HOW NOT TO DO ITSM.
Includes top 10 things you have been told you need - that you don't, including - CDMB, Incident Management, Service Catalog, and a Service Portfolio...
The concept of IT as customer service is useful and valuable. At the time it was introduced it was also revolutionary. The current ITSM framework is solidly based on the customer service concept. Some people have even suggested that we should take the IT away from ITSM and concentrate on just Service Management.
I have been considering the opposite direction, taking the S out of ITSM. The customer service concept is based on three things. There is a customer, a service provider and a service. The customer wants something to happen and the service provider is willing and able to do it. The final step is defining the work as a service by setting limitations to it. For example if you hire somebody to clean your house, you have a cleaner, if you hire somebody to cook your meals, you have a cook and if you hire somebody to sleep with you, you have a prostitute. (If you have a person who does all three things, you have a spouse and that is not customer service.)
The Service is the boundary between IT and the Business and the SLA governs it.
There are important developments which are breaking the customer service concept. One is the partnership model. In it IT and the business work together for common goals. IT does not provide a service but does whatever is needed to reach the goal. IT may take on business roles and business can do IT work.
Culture Eats Process for Lunch
Want to avoid your process improvement project from becoming a disaster? Don’t start with process. Of course process is important, but only in the context of your organization’s culture. This session will demonstrate how the culture of your organization is vitally important to the strategy you use for any Service Management changes. You must have a thorough understanding of your culture before you begin any transformation project. This session will explore simple techniques for evaluating your organizational culture, as well as steps you can take to improve it. You will learn time-tested principles that when introduced to your organization will minimize the need for drastic process changes.
Chris York has spent the last 20 years working in over 75 different IT Organizations around the globe. Throughout his career he has experienced a vast variety of company cultures and work styles. This experience has created a foundation of knowledge that Chris is continually building upon and anxious to share with others. He is currently President of York Services; a consulting firm that specializes in IT Organizational Improvement. As a student of improvement methodologies, Chris has learned how to blend various methodologies and technologies to create custom learning programs for his clients that always result in leaner, more efficient, and overall better IT organizations. Chris is passionate about sharing and collaborating. As such he is an active member and contributor to the exciting shared community of IT Service Management.
We have all heard of the Golden Rule "Do to others as you would have them do to you." This is a great start, but it misses the mark.
The platinum rule says "Treat others the way they want to be treated."
This rule is applicable to the way we take care of our customers, our employees, partners and the business.
This session will be informative. The goal of this session is to share some practical ways that IT can improve our ability to listen more effectively.
According to Gartner "the vast majority of social collaboration initiatives fail." According to their press release, although 70% of organizations employ social collaboration, there is only a 10% success rate. Why is that?
Even more disconcerting are the number of organizations that, in light of the statistics, consider social collaboration to be a big time waster.
Is social collaboration a waste of time? Will organizations continue to see a dismal success rate? Can anything be done to change?
Perhaps. Perhaps the reason is the approach organizations are taking to social collaboration. They are using new concepts along with new technology and trying to apply to old formulas of how software is to be implemented. Are they trying to place a round peg into a square hole? I believe so.
Perhaps a new paradigm shift is what will be critical to see social collaboration take off. Join me and, collaboratively, let's look at what the current state is and what can be done.
In this interactive session together we discuss and explore:
•The difference between collaboration and teamwork
•How we define "social collaboration"
•Destructive habits of failed collaboration
•Building blocks of a successful collaboration
Social collaboration is the next big thing in ITSM. When we align the people, process and social technology correctly in the culture of an organization, social collaboration will have an impact. Let's figure out how!
It seems that you cannot go to a trade show, blog or vendor web site without finding some mention or discussion about metrics these days.
Terms like Balanced Scorecards, Key Performance Indicators (KPIs), Dashboards are used liberally, often insinuating that by using a particular technology in conjunction with a “best practice framework,” practitioners will gain easy access to such data. While these are important elements to consider in managing performance, the reality is that these come later in the process and should not be the focal point. Any initiative starting here is likely to “come apart at high speeds.”
In order to be successful with metrics, we must have a perspective that allows us to view performance from both the customer and service provider perspective. We need to have a means of integrating these two views at the expense of neither.
During this session we will examine a robust reference model for performance management and metrics. You will:
• Learn how you can properly establish context and focus for your performance management activities;
• Distinguish the difference between service excellence and operational excellence, as well as which you should pay attention to when;
• Learn how you can build out a Performance Management Framework which integrates the customer and service provider views;
• Understand the difference between operational and reference models and how they are used in gap analysis, audit and assessment management;
• Identify the role that operational surveillance plays in performance management and how this influences the design of executive dashboards and reporting.
I hope that you’ll vote for and be able to join me for this important and timely session on performance.
It's time to put the "Manage" back in IT Service Management - the ITSM way!
In my TFT13 presentation, I will apply Service Management thinking to the four domains that today's IT Manager must succeed in:
• I - great managers begin by managing themselves effectively
• Team - great managers build great teams with their staff and form great teams with their peers
• Stewards - great managers understand and deliver against the needs of their direct supervisors and other organizational leaders
• Marketplace - great managers respond to and shape their customers, industry, and society
For each domain, I will show how good practices from frameworks such as ITIL and COBIT 5 apply. I will also translate those ideas into specific actions you can take immediately to increase your value.
After over 17 years in IT and over a decade in leadership positions, I have learned a lot about what works - and what doesn't. I would be honored to share some of these lessons with a global audience. Thank you for your consideration!
You can follow me on Twitter @RogerTheITSMGuy and on my blog at http://rogertheitsmguy.blogspot.com/
There are literally hundreds of metrics out there and every service desk will have their own views on which ones they should be measuring. Through SDI’s experience we’ve learnt that while there are no right or wrong metrics, there are definitely metrics that all service desks should be measuring to ensure that they truly understand the performance of their service desk. Drawing on a wealth of research, SDI’s Head of Research Daniel Wood will guide you through the metrics minefield.
Attend this interactive session to discover:
• The killer metrics for your service desk
• How to measure what matters
• How to effectively share metrics information
• Turning data into information
Are Six Sigma, Kaizen, Lean, and other variations on continuous improvement hazardous to your organization’s health?
An increasing number of management are beginning to wonder. As a result, many IT organizations must re-imagine their role within the enterprise and transform their organization from infrastructure management centered to customer centered.
Successful service providers recognize that customer interaction is the reason work is performed, and that managing the customer experience AND successful outcomes is what service management is all about. This means
• providing value to the customer,
• synchronizing the service and support strategy with customer goals, and
• adapting offerings and practices incrementally and continuously.
But, one size or style of continual improvement doesn’t fit all parts of the organization or all industries. For example, the kind of rigor required in manufacturing doesn’t apply to a service business or an IT department.
The ability to continuously improve by adapting to change, adding functionality, and preventing and correcting issues (while keeping the customer in mind) is a fundamental capability of successful service businesses and service provider organizations. It’s also the platform for innovation.
An IT organization must operate with centricity, synchronicity, and agility.
In this session we shall explore customer-centric continuous improvement and:
• The true intent of continuous improvement programs
• How continuous improvement can be combined with the latest universal agile thinking
• The four main reasons for change and how to use agile improvement to transform your IT department one improvement at a time
In this session, Ian Clayton author of the Universal Service Management Body of Knowledge (USMBOK), will detail the latest thinking for continuous improvement, and how it can be combined with ‘universal agile thinking’ to improve internal working practices (operational excellence), as well as customer outcomes, satisfaction levels, and the service experience (service excellence).
Twitter: @ianclayton https://twitter.com/ianclayton
Timezone: US PST
TFT13: Automating Service Management in the Cloud Era | Tracted IT Management
The environment surrounding IT is becoming increasingly complex. As cloud providers dominat...
IT Marketing Management: Of the People, For the Customers, By IT…
Put your sales and marketing hat on ... or risk perishing in the cloud.
Every ITSM journey at some point includes a dreaded IT process assessment. Whether done by ourselves or someone outside the organization (for probably way too much time and money!), how may times do we see IT Marketing, Branding, Sales listed as a key gap and target that needs to be addressed? ...crickets.... ....crickets....
That's right, hardly ever. And yet...as ITSM purists, who matters most? Our CUSTOMERS?!!? Who's expectations and opinions matter most? Our CUSTOMERS?!!?
This session will be a comprehensive look at the intersection between IT and Marketing, why it is so difficult (to begin with, because we're IT), how we can begin to both build this capability, and start doing it effectively.
The big real scary fear is that more and more our customers can and will go elsewhere. We've got to step up our game on all fronts...now!
Kory's Bio: http://www.it-smith.com/About_SmITh_Consulting.html
In my proposed TFT13 session, I will expand on my recent blog post at APM Digest - http://apmdigest.com/is-social-it-really-worth-it and will also review the Social IT Maturity model I have developed to stimulate debate and dialogue in our industry on this topic - http://www.itinvolve.com/wp-content/uploads/2012/11/ITinvolve_WHITEPAPER_Social_IT_Maturity_final.pdf. Finally, I will incorporate a number of real-world examples of value IT organizations are realizing from social IT collaboration.
SDI published a research paper in 2012, where several experts from around the world took a shot at predicting the future of the service desk out to 2017. Howard takes that analysis a step further, analysing the market and consumer trends that will impact on the service desk in the near future, and how this will change the way we will work - forever!
Defining service desks by business value
Community needs and consumer trends that will dictate support demand
Mobile support and identity protection cuts through the Big Data maze
Tailoring support for individual customers the norm
Avatar and cloud based knowledge delivered at the speed of light?
The service desk will be resurrected. You need to know the way to resurrect yours.........
This session will use practical and very real sets of examples from life - how kid's sports teams work and don't work and how this can inform the important aspects of our approach to improvement, quality, and value for our ITSM efforts.
This will inlcude linking of Service Levels, Strategy, Leadership, Root Cause Analysis, Incidents, Framework Exhaustion, and more!!
Kory's Bio: http://www.it-smith.com/About_SmITh_Consulting.html
VOTING HAS NOW CLOSED.
CONFIRMED SPEAKERS HAVE BEEN MOVED TO THE QUEUE.
Cart or Horse, Chicken or Egg, Project or Change?, which comes first?
Open discussion of the dynamics of integrating Project and Change Management operationally day by day. An honest look at the pitfalls, the practical approaches to address, real issues still left unresolved, and the impacts this fight leaves in it's wake (like our most important commodity, you!)!
Kory's Bio: http://www.it-smith.com/About_SmITh_Consulting.html