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Richard Corbridge: Chief Informa3on Officer [email protected] @R1chardatron www.richardcorbridge.com
Service Management in 2030: An Event Horizon How to service manage the hoverboard!
Agility – React to the next trend
Skills – Customers as fans
Complexity – See the wood for the…
Back to Basics – Why, oh why, oh why?
What needs to be service managed in 2030!
2
Agenda
The Event Horizon In layman's terms, it is defined as "the point of no return”, the point at which the gravita3onal pull becomes so great as to make escape impossible. An event horizon is most commonly associated with black holes. Light emiXed from beyond the event horizon can never reach the outside observer. Likewise, any object approaching the horizon from the observer’s side appears to slow down and never quite pass through the horizon.
How does this effect Delivery?
How does this effect Technology?
How does this effect Service Delivery?
Research Lag
Availability of wellness informa@
on
Availability of wellness informa@
on
Future Current
Impact inform
a@on can have on care
Wellness scale
Availability of wellness informa@
on
Time stalls for no one…
Time stalls for no one… “ …from our analysis of CVD guidelines and from previous studies, we assume a mean lag between
research and impact for CVD treatments of between 10 and 25 years, with a central es3mate of
17 years”
Medical Research: What’s it worth? Es@ma@ng the economic benefits from medical research in the UK
Health Economics Research Group (HERG) Brunel University Office of Health Economics (OHE)
RAND Europe
Time stalls for no one… Marty – Wait a minute Doc, are you telling me that you built a 3me machine out of a DeLorean? Doc – The way I see it, if you’re gonna build a 3me machine into a car, why not do it with some style?
Back to Basics
Why, oh why?
Hummingbird – Small and perfectly formed, agile and ready, free and easy!
Elephant bird – All encompassing and lumbering,
scary and hard to confront, ex3nct!
Complexity…
Wood and trees!
Is service management complex?
8 out of 10 board members
think so
Wood and trees!
Volume of data
Size of the estate
Consumerisation of the estate !
Veracity of data
Always onActionable insight
The world is complex, service management needs to be about de-‐mys@fying the world…
Catalogue it all?
Catalogue the internet of things….
…Like trying to count the stars!
Systems and Informa3on to support delivery, making connec3ons adds value… Chief Design Officer at Philips -‐ ‘Revenue will no longer come from products, it will come from the connec3on of products to informa3on and the opening up of that informa3on.’
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Connected
D i g i t a l D e l u g e
Skills
Evangelist
Pragmatist
Sceptic
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Ç√
Evangelist
The “Yes I get to wear pink” face! + Enthusiasm for informa3on – Technology first + Lead the way – Evangelise to the point of eulogy + Learn lessons for others
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Perfect SDM
Sceptic
The “Brown top and black trousers” face!
+ Focus on
benefits – Suspicious of
change + Believable
advocate
– Quick to see
the nega3ve + Realis3c – Slow to adopt
any solu3on
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Perfect Problem Manager
Pragmatist
The “Apron and rubber gloves” face!
+ Considers the how – Wants all the detail now + Considered – Frustra3ng for other types + Apply lessons for others
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Perfect Release Manager
§
Agility
Faster, seamless…
Fast releases
But if something goes wrong then what…
Fast failures Fast fixes!
But if something goes wrong, then what…?
Back to Basics: SM process is here to stay
Back to Basics: Understand the impact on the whole business model
Agility: Service can keep pace with innova3on
Complexity: Appropriate size of service management is key to wining hearts and minds
Agility: Learn from new ways of working, but be considered in adop3on
Skills: Fans of service management can lead the way
Conclusion
