ITSM Strategies need Best Practices for Demand and Use too

1@marksmalley© ASL BiSL Foundation

Mark Smalley, The IT Paradigmologist

Mark Dave

BrightTALK ITSM Summit, 23 April 2015

ITSM Strategies need

Best Practices for Demand and Use too

Smalley.IT


The power of perspective


Source: @PascallischLabeling of axes is crucial

The power of perspective


Topics• Service economy & Taking Service Forward’s ASM© • Two complementary strategies for ITSM• IT service consumer perspective: demand & use• BiSL® framework: guidance for IT service consumers


Service ain’t over until the fat lady sings


Beyond the industrial revolution

Agriculture

Service

Industry


Evolution from the goods economy tothe service economy

Goods-dominant Logic concepts

Transitional concepts

Service-dominant Logic concepts

Goods Services ServiceProducts Offerings Experiences

Feature/attribute Benefits SolutionValue-added Co-production Co-creation of value

Profit maximization Financial engineering Financial feedback/learningPrice Value delivery Value proposition

Equilibrium systems Dynamic systems Complex adaptive systemsSupply chain Value chain Value creation constellationPromotion Integrated marketing DialogueTo market Market to Market with

Product orientation Market orientation Service orientation


Evolution from the goods economy tothe service economy

Goods-dominant Logic concepts

Transitional concepts

Service-dominant Logic concepts

Goods Services ServiceProducts Offerings Experiences

Feature/attribute Benefits SolutionValue-added Co-production Co-creation of value

Profit maximization Financial engineering Financial feedback/learningPrice Value delivery Value proposition

Equilibrium systems Dynamic systems Complex adaptive systemsSupply chain Value chain Value creation constellationPromotion Integrated marketing DialogueTo market Market to Market with

Product orientation Market orientation Service orientation

Value-added Co-creation of value

Equilibrium systems

Complex adaptive systems

Goods Service


EngagementOffer, Agreement

Environment Environment

OutputCompensation

Outcome

Relationship

ConsumerServiceactProvider

R

esou

rces

Inte

nt Intent R

esources

Adaptive Service Model ©


EngagementOffer, Agreement

Environment Environment

OutputCompensation

Outcome

Relationship

ConsumerServiceactProvider

R

esou

rces

Inte

nt Intent R

esources

Adaptive Service Model ©

11@marksmalley© ASL BiSL Foundationhttp://

takingserviceforward.org




Two strategies for ITSM1. “Service strategy defines the perspective, position, plans and patterns that a service provider needs to execute to meet an organization’s business outcomes” Source: ITIL® Glossary, 2011; ITIL® is a registered trade mark of AXELOS Ltd



2. But what about the service consumer? Value is only realized when the consumer actually uses the right IT systems and services well, interprets the data correctly and acts upon it


• Managers don’t know or don’t care

• Staff don’t know where to get help and learn more from co-workers than the service desk

Sources: • Ctrl Alt Delete: Lost productivity

due to IT problems and inadequate computer skills in the workplace, Van Deursen, A.J.A.M. & Van Dijk, J.A.G.M. (2012)

• Insight into IT skills (Dutch), Van Deursen, A.J.A.M. & Van Dijk, J.A.G.M. (2013)

• 6-10% productivity loss is caused by IT, half of which by poor use

• 47% of managers have no insight into their staff’s IT skills

• 41% of managers consider their staff’s IT skills insufficient

• 35% of managers do not invest in formal improvement of IT skills

• 48% of staff take no initiative to improve IT skills, say managers

• 71% of staff are not monitored for adequate IT skills

• 25% of staff say their IT skills are insufficient

• 61% of staff are uncertain that IT help is available

• 59% of staff get help from co-workers

• 44% of staff learn more from co-workers than the helpdesk

Poor IT skills cause productivity losses, but users are left to their own devices




3. If the service consumer fails to get value out of the investment, even if it is due to poor demand or use, the service provider will be associated with the failure




3. If the service consumer fails to get value out of the investment, even if it is due to poor demand or use, the service provider will be associated with the failure

4. It is therefore in the service provider’s interest to ensure that the service consumer has a strategy for demand and use of IT services and that there is mutual alignment with the service provider’s strategy for supply of IT services


Two strategies for ITSM

Supply



Supply

Demand & Use



Supply

Demand & Use

Outcome!


Topics• Two complementary strategies for ITSM• Service economy & Taking Service Forward’s ASM© • IT service consumer perspective: demand & use• BiSL® framework: guidance for IT service consumers


IT service consumer perspective: demand & use

“The business” is responsible for • Producing goods and/or providing services for

customers/citizens• Acquiring suitable resources that are needed

• for production/provision activities and/or • as part of the goods/services

• Using the resources appropriately

Information and related technology are two intimately intertwined resources that, due to their differing properties, need to be managed separately


IT service demand

“The business” is responsible for • Gathering information about the potential benefits,

costs and risks of IT as an internal resource and/or part of an external product or service

• Deciding on investments in IT and prioritizing these• Acquiring IT services • Evaluating investments and acquisitions

• Are we investing the right amount in IT?• Are we making the right investments?• Are we getting the right value from our investments?• Is adjustment needed?


BrightTALK ITSM Summit, 23 April 2015 ITSM Strategies need Best Practices for Demand and Use too

POLL: How well do business managers make the right investments in IT?• Don’t know• Much room for improvement (33%)• Some room for improvement (66%)• Hardly any room for improvement


IT service use

“The business” is responsible for • An effective and efficient user environment

• Processes and procedures, and roles and responsibilities for authorization, security, use, control, support etc.

• People (users and other roles) with appropriate knowledge and competences


POLL: How well do business users use their IT systems and services?• Don’t know• Much room for improvement (44%) • Some room for improvement (56%)• Hardly any room for improvement

BrightTALK ITSM Summit, 23 April 2015 ITSM Strategies need Best Practices for Demand and Use too


Business roles for IT service demand & use

• IT service contractee• IT relationship manager• Business system administrator• Super (duper) user• User

Business process owner, Information system owner, Business analyst, Information manager, Data owner, …


• Badly informed business decisions are hazardous and affect competitive advantage

• Misuse of systems or information undermines the analysis of costs and benefits in the business case

• When information or IT is handled badly, disclosure of sensitive information may accidentally occur

• Poor training leads to substantial productivity loss

• Business users abandon poor solutions, causing frustration with IT, unnecessary costs and other risks

Source: COBIT®5 Enabling Information

Don’t underestimate poor demand & use




• Process model ‘Business Information Management’

• ‘Library’ of best practices from BiSL users• Implementation guidance• Publications (free and commercial)• Foundation level training by accredited

partners• Certification by APMG• Origins in 1998, provided by ASL BiSL

Foundation• Knowledge sharing community• Used by private and public organizations

Business Information Services Library


Business• Fewer disruptions of service delivery to customers• Improved business productivity• Easier integration with another company during merger

Business-I&T• Better governance and (financial) management of I&T• Improved business satisfaction with I&T• Better alignment of I&T with business needs• Better response to users’ problems and requests• More improvement proposals from users

I&T• Fewer surprises in project planning• Projects more often on time and within budget• Lower I&T costs and risks • Fewer escalations

Annual ASL BiSL Award

Reported benefits from using BiSL®


• Demand, supply and use of information• Demand and use of IT services• Supply of IT services

Two main areas ofBiSL® guidance


Manage resources and quality

Define information

strategy

Organize information management

Change functionality

Supportuse

Use management Functionality management

Information strategyI-organization strategy

Connectingprocesses

Management

Processes

Connectingprocesses

Man

agin

gSt

rate

gic

Oper

atio

nal


Planning and resourcemanagement

Financialmanagement

Demandmanagement

Contract management

Use management Functionality management

Information strategyI-organization strategy

Connectingprocesses

Changemanagement

Transitionmanagement

End usersupport

Business datamanagement

Operational supplier

management

Specifyinformation requirements

Design non-automated

informationsystems

Prepare transition

Review and testing

Establishbusiness process

developments

Establish information

chain developments

Establishtechnologicaldevelopments

Management

Processes

Connectingprocesses

Infor-mationcoor-

dination

Strategic user relationship management

Strategic supplier

management

Define I-organization

strategy

Strategic information

partnermanagement

Informationlifecycle

managementInformation

portfoliomanagement

Stra

tegi

cM

anag

ing

Oper

atio

nal


BiSL®BiSL® in 3 minutes Free eBook BiSL® Pocket Guidehttp://bit.ly/1MTpwMS

60 interactive mindmaps on

http://miroslawdabrowski.com


BiSL® recognized by AXELOS and ISACAwww.axelos.com (case studies & white papers)Co-authored with Sharon Taylor“BiSL and ITIL can be regarded ascomplementary standards”

BiSL® = ITIL® Complementary Qualification

www.isaca.com “BiSL is a useful reference framework to consult for more detailed management of demand and use of information”

www.apmg-international.com Webinar Gov & Mgt with COBIT®5 & BiSL®by Prof. Steven de Haes & Mark Smalley


Summary and takeways

Service ain’t over until the fat lady sings

No ITSM strategy for supply without a strategy for demand & use

Business has its own roles and responsibilities

BiSL® offers guidance for the business as an IT service consumer and is complementary with COBIT®5, ITIL® etc.


Mark Smalley, The IT Paradigmologist

www.takingserviceforward.orgwww.aslbislfoundation.org

www.linkedin.com/in/[email protected]

www.smalley.it@marksmalleyMark

Interactive mindmapshttp://miroslawdabrowski.com

BrightTALK ITSM Summit, 23 April 2015

ITSM Strategies need

Best Practices for Demand and Use too

Smalley.IT

Technology

ITSM Strategies need Best Practices for Demand and Use too