ITIL global best practice digital content must be dynamic and interactive

AxelosGBPFuture Opportunities ITIL/ITSM Workshop

“We are holding a three-day workshop focussing on the PPM and ITIL/ITSM portfolios from 16th-18th July.

We have invited a cross-section of represented interests (including vendors, practitioners, training organisations and authors).

This workshop, the first in a series, aims to define the priorities for ITIL and PPM and to take the opportunities for improving them from social media discussion to defined tranches of activity for implementation.

We will be sharing the output with the broader communities and further workshops will follow so watch this space for information and invites”

AXELOS Best Management Practice – eBulletin 3

“Key achievements included the development of ideas and concepts like the “Onion” or “Doughnut” (for PPMers) that provides a framework to enable community collaboration, development of modular materials and potentially tackle “two speed ITIL”.  It was also useful to discuss the needs of the wider global community and also what this all means to the end user or practitioner”.

Chris Barrett – AXELOS Director


So you can see from the above side by side view that the “Onion” concept is very similar to the ITIL v3 approach orchestrated by Chief Architect –Sharon Taylor where the outer layer (in yellow) comprises of dynamic content. I am not sure how successful The Stationary Office or The Cabinet Office were in harvesting upto-date content / materials.

The Onion Model comprises of:

  • “The centre has the very stable ITIL core
  • The next layer has modular content such as role or industry-specific information
  • And then further layers have more practical content such as templates, guides, and case studies
  • The very outside layer is community owned and community driven with AXELOS and the community curating and promoting this

Content is able to move inwards as it becomes accepted best practice”.

Stuart Rance HP

The major difference is that six years on the enabling technology for content co-creation and collaboration now makes it likely that the layers of the onion can be achieved.

Here is an example of how the core guidance books should become digital and more interactive.

Mike Matas demos the first full-length interactive book

for the iPad with clever, swipeable video and graphics and data visualizations.

Evolution of Content Creation

Georg Petschnigg, Co-Founder & CEO FiftyThree, Inc.

We don’t even know what the mechanisms are yet to get many people creating content together

Content Curation

Ann Handley – author of the book Content Rules

and Chief Content Officer, MarketingProfs

Content as a cornerstone of social media

WDGLL specsWith regard to the Onion Concept, why should individuals create industry specific and practical content?

Content that is free, such as White Papers or Case Studies, will continue to be commissioned by Vendors.

Moreover, content co-creation and sharing of ideas and leading practices will will result in the IT Service Management community of practitioners setting the strategy and direction of travel.


Paid content where “How to” leading IT Service Management practices can be purchased will require careful consideration in order to balance cost against value derived.

Who will be paid for creating this content, the author or Axelos?

Axelos stated that they project revenue growth to c. £100 million per annum, for me 90% of this figure will come from training [gamification] rather than deployment of leading practices content.

Back to the workshop and my tweet:

@AXELOS_GBP #futureofitil – was success achieved? Strategy & Roadmap outcomes. Chatham House rules apply but #jvCommunicating req. #itil

Expecting a formal response next week

In closing, when content is sent to Axelos what is the process / method for inclusion as a global best practice and who will own the IP?


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Media moguls should watch out for Aereo internet streaming TV start-up

The annual Allen & Co Sun Valley Conference has been running for 31 years.

“The heavy weights of media and technology gather in Sun Valley, Idaho for Allen & Co.’s summer camp for billionaires, millionaires, and those that aspire to be either.

Allen & Co is a small investment bank that works on a lot of deals. It gathers people like Warren Buffett, Jerry Yang, Tim Cook, and others for a conference each summer in Idaho.

At the conference, the media moguls either start on big deals, like when Comcast’s Brian Roberts started talks about buying NBC, or they get closer to closing deals. Or, they just catch up with people in the industry and trade gossip”. Source Business Insider

The big deal buzz this year was the auction of Hulu but the media moguls that own Hulu opted not to sell.

“Speaking on the sidelines of the Allen & Co. conference in Sun Valley, Idaho, Disney Chief Executive Bob Iger said the decision to not sell “had nothing to do with the offers on the table,” which he described as “quite compelling.” Mr. Iger said the $750 million investment in Hulu will go to “people, technology and content.” Source WSJ


With Aereo you can now watch live, broadcast television online. On devices you already have. No cable required.

Watch and Record TV Online with Aereo

If the major networks are free, and everyone has internet access, why can’t we watch network channels online? A New York-based start-up, Aereo, is looking to solve this dilemma, by bringing broadcast signals online at a very low cost.

 Chet Kanolja – Aereo Founder is at

#17 in the list of Forbes Disruptors

“Two years ago Kanojia visited the ­offices of the four broadcast television networks to tell them about his plan to upend their business. How? Aereo makes tiny antennas that pick up broadcasters’ channels for free. For $8 a month you can rent access to an antenna that beams the live feed directly to your computer, iPad or iPhone—compared with $100 or more for cable TV. “The reaction was ‘We’ll see you in court,’ ” Kanojia recalls. True to their word, all four broadcasters joined suit against Aereo last year, arguing it threatened them with “substantial irremediable losses.” The U.S. District Court in New York sided with the upstart, but the networks have appealed.

Meantime, IAC Chairman Barry Diller has joined Aereo’s board and helped lead a $38 million venture round in January. Aereo is using that cash to expand from New York to 22 cities this year; it’s also battling to license select programming. As for the rest of the television industry, Kanojia has little sympathy. “What you have is a legacy business that’s predatory,” he says. “We have a chance to recast the whole system from the ’70s on.”” — J.J. Cola, Forbes

WDGLL specs

Aereo is expanding their streaming service aggressively across major US cities.

It will be interesting to see how events unfold and whether the on-demand TV streaming service will be launched in Europe.

For me, Chet Kanolja has a refreshing approach to challenging the media moguls and their cable bundles which do not allow the consumer to choose only what they want.

With Aereo individuals have the ability to choose what they like on-demand and also skip adverts. Why pay for what you don’t watch on cable.

I particularly like the “Skinny live with deep libraries” quote and the term “TV Everywhere”

Barry Diller is an industry veteran and has invested heavily in Aereo and the on-demand streaming service will work.

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Keeping up with changes in Enterprise Mobility


IDC MarketScape covers a variety of vendors participating in the worldwide enterprise mobility consulting market which covers the advisory, assessment, plan, design, and implementation phases of the services life cycle.

“According to IDC analysis and buyer perception, Accenture is an IDC MarketScape Leader worldwide. Accenture helps its clients embrace mobility as a strategy to deliver real, measurable, and sustainable improvements in performance. Accenture Mobility combines technology capabilities, deep industry experience, world-class processes, proprietary assets, and infrastructure to improve business processes and enable its clients to reach new heights of growth, efficiency, and innovation. Accenture’s end-to-end mobility solutions — including consulting, software services, managed services, and business integration services — can be delivered globally at scale in any market and across any industry”.

“While IT remains the chief sponsor of enterprise mobility consulting services in an enterprise, the interest in and buying power of lines-of-business heads and the CMO’s office for enterprise mobility consulting projects are almost the same. Therefore, it’s ever more critical for enterprise mobility consulting providers to be able to penetrate both the IT and the business leads within their client base to succeed in winning deals in the enterprise mobility consulting space.” — Ali Zaidi, senior research analyst, IT Consulting and Systems Integration Services.

Hospitality industry leaders know that the key to success in this competitive business is delivering an unparalleled customer experience. In today’s environment, that means more than just turn-down service and a mint on the pillow.

The traveling public expects more from their hospitality services these days:

  • mobile and web-based reservations and confirmations,
  • mobile keyless room access
  • to remote concierge and check-in options.

Phunware Corporate Overview

Anticipate What Tomorrow Brings and

Be Ready for It with Mobility Lifecycle Management

Mobile Workforce Solutions

Mobile devices and applications let people work the same way they live—always connected.

Work Redesigned

Buy the right device that suits your personal needs rather than BYOD

WDGLL specs

So the above examples from big-time consulting, communications service providers and a pioneer in the field of MaaS show the application of different approaches to differentiation in the Enterprise Mobile market.

Dan Hays, PwC US Wireless Advisory Leader – LINK

“You could argue that today there’s very little differentiation in the mobile communications industry,”

“The phones are all starting to look alike. The services are all becoming fairly ubiquitous. It all feels very similar. That’s when there’s the potential for business model disruption.”

Accenture CIO Mobility Survey 2013 – LINK

“Small devices have become very, very big. The last time CIOs saw a groundswell this huge, it was back in the late 90s and called “the web.”

“being able to interact with customers and prospects no matter where they are, along with the ability to enhance customer intimacy and revenues”.

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Forrester – how to boost Customer Experience to the Next Level


Six disciplines companies need to master to deliver

a great customer experience

The Path to Customer Experience Maturity

Why Customer Experience will become the #1 CIO Priority

“In the new era of always-connected consumers – what Forrester calls The Age Of The Customer – customer experience is so critical that I predict it will become the #1 priority for CIOs. In part because unhappy customers have the power to alter the course of any organization, as Netflix CEO Reed Hastings discovered in 2011, when his US customers forced him into an about-turn on his strategy to split movies-by-mail from online streaming”.

“Our research suggests CIOs and IT leaders are critical players in winning the customer experience game. And IT leaders need to understand their team’s role in customer experience. But to win, IT can’t simply pay lip service to customer experience. IT leaders must consider it a very real business discipline and see it as one of the most important roles of the technology team”.

Nigel Fenwick – LINK

You’re Doing Customer Experience Innovation Wrong

“Customer experience innovation happens at the intersection of consumer needs, business model, and brand. Companies that neglect one or more pieces of this innovation puzzle will be forever relegated to customer experience mediocrity, on par with throngs of other companies desperate to fix their experience issues and retain customers”. Kerry Bodine – LINK

WDGLL specs

My own favourite online customer experience is Amazon. I select a Kindle title and order with 1 click. I receive an email order confirmation in < 1 min and the eBook is available to download to my iPad. Frictionless.

I would call out Apple for a good in-store experience. Apple employees follow a 5 step approach to customer service:

  • Approach

  • Probe

  • Present

  • Listen

  • End with a fond farewell

Finally – a word from Jeannie Walters who is the Chief Customer Experience Investigator™ and founder of 360Connext

background noise level decreases, definitely worth listening to her Point of View

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Is TFT13, not the ITIL joint venture, the way forward for IT Service Management Practices?


Chris Dancy TFT13 What’s it all about

“TFT, Tomorrow’s Future Today, is the world’s first 24-hour, global, follow-the-sun virtual conference. It has a size and level of innovation that has never been seen before.

Speakers are selected by their peers and elevated to a global stage overnight.

All content is accessible, without registration, pushed to Kindle and Evernote, available on iTunes, Vimeo, YouTube and SoundCloud.

TFT unites knowledge workers turning them into a global network of influencers, organizations and consumers”.

Source – Servicesphere website

TFT on slideshare – LINK

ITIL Joint Venture announcement: Chris Barrett Interview

NewCo Chris Barrett talks about relevancy, pragmatism and listening to ideas from all stakeholders in order to grow the community and take ITIL and PPM to the next level. Tread carefully NewCo as the next level could be either the penthouse or the basement.

Is it worth paying for stale ITIL Intellectual Property that is released at two different rhythms “2 speed ITIL” or access free cutting-edge content from TFT13 which is more freely accessible?

Peter Hepworth – ITIL Joint Venture – NewCo CEO

“Listening to and talking with as many people as possible at this stage will help us shape how we work in the future and ensure minimal disruption to all parties during the transition phase.

How do you plan to involve the practitioner community?

One of our key priorities is to involve practitioners. We want to jointly determine the best way to do this, which is part of the open dialogue we are starting now. We will increase our presence and voice via social media and also at community events and conferences. I want to see a two-way stream of communication as we move towards the real start of business in January.

My most recent experience in video games is interesting from a number of perspectives; the digital transition that games have been through; the importance of connected communities and the opportunities for simulation and the principles of game design to continue to improve training and learning”

WDGLL specs

So “Gamification” and simulations may help NewCo to improve “Best Management Practice” training delivery, which is estimated to be a $1bn global business, but the gamification topic is moving at a different pace with companies like Bunchball improving the user engagement experience for their clients.

One of the NewCo routes to growth will be served by “Building an online community supported by a collaborative / social platform”

In my view the community of IT Service Management practitioners will only free up an hour of their day to join a “BrightTALK” hosted webinar if the topic and presenter have an authentic / original point of view and message to convey.

Bill Gates wrote in 1996 that “content is king” with respect to the Internet and nearly 20 years on we are at a fork in the road for IT Service Maangement practices where you either purchase content from a Central Knowledge Repository (NewCo) or you create your own personal “Knowledge Locker” and openly share ideas and information.

Chris Dancy with his disruptive TFT13 model is providing a global digital platform for IT Service Management practitioners (consumers) to make the right hyper-connections with “cutting edge” content creators. Content submissions are voted upon and during speaker sessions the community is able to provide real-time feedback and further enrich the dialogue.

The TFT13 model of content creation for multi-channel consumption is the way forward and will continue to disrupt the IT Service Management industry.

Having contributed to the ITILv3 2007 edition, I am not interested in creating content for the JV central Body of Knowledge so that NewCo an profit from my ideas (e.g. End-to-End Service Model).  As I said in a previous Tweet – “I Think I’ll Leave” ITIL behind me.

Here is a link to the TFT13 videos – LINK – Check out the Mark Kawasaki clip which has generated much comment.

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Did HP CEO Meg Whitman discover the New Style of IT?


So it was late Tuesday night when I tuned in to the live stream of the HP Discover 2013 opening address by Kevin Bacon followed by the Meg Whitman keynote (On Demand link at foot of post)

HP state that Software will drive the “New Style of IT” so what were the key new Announcements @ HP Discover 2013?

HAVEn – combines proven technologies from HP Autonomy, HP Vertica Analytics Platform, HP ArcSight and HP Operations Management, as well as key industry initiatives such as Hadoop. LINK to full press release

Recap of some of the highlights from Day 1

where a “boatload of Innovation was announced”

Cloud OS provides the foundation for the common architecture for the HP converged cloud

The HP Moonshot System is like nothing else that exists today. It’s a huge leap forward in infrastructure design that addresses the speed, scale, and specialization needed for a “New Style of IT.”

HP Moonshot web servers are designed and tailored for specific workloads to deliver optimum performance. These low power servers share management, power, cooling, networking, and storage. This architecture is key to achieving 8x efficiency at scale*, and enabling 3x faster innovation cycle.

“With nearly 10 billion devices connected to the internet and predictions for exponential growth, we’ve reached a point where the space, power, and cost demands of traditional technology are no longer sustainable. HP Moonshot marks the beginning of a new style of IT that will change the infrastructure economics and lay the foundation for the next 20 billion devices. ” Meg Whitman

WDGLL specs

The Gartner Nexus of Four Forces are generally accepted as the major trends and hence pillars of the “New Style of IT”.

With respect to these four SMAC forces – Social Interaction, Mobility, Analytics and Cloud it is my perception that HP with HAVEn, Vertica and Cloud OS is very much in the game against their recognised competitors.

In addition, the HP Moonshot web servers are an example of hardware innovation and will significantly address the loss in market share from the enterprise PC division.

So to what extent is HP positioned to exploit the shift to the “New Style of IT”?

Well beauty ( style / fashion ) is typically in the eye of the beholder and therefore very much subjective.

I am not really feeling the “New Style of IT” branding especially when the previous brand “Make IT Matter” forgot to add the “To Me”

When Meg Whitman talks about a partner that a client can trust and “We’ve Got Your Back” in her keynote, I must admit I find it difficult to be energised by her presentations. LINK to HP On Demand

Clients and HP Partners expect her to be providing them with the capability to see around the next corner and exploit HP offerings to deliver sustainable value to the Business rather than watching their backs.

The HPQ stock price has been climbing well since the turn of the year so maybe Meg Whitman does have a “Mystic Meg” crystal ball after all.

On a different tack the HP Autonomy booth demonstrated their Aurasma augmented reality mobile app. Here is a very quick peek at the other major star of the show – Iron Man

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Should a summer internship secure a permanent position?


A new video clip was uploaded this week about “The real Google interns’ first week” which is nicely timed as the “The Internship” movie is released this weekend.

Follow five real interns during their first week as Nooglers. Peek inside Google’s Mountain View, California campus. Find out about some of the cool things interns are doing this summer. Hear how they’re trying to have an impact on the world.

The air in Mountain View must be special for the Google Interns to come up with these classic sound bites:

  • I feel Googley.
  • some great advice is to not to be afraid to fail but we want to flip that around a little bit and say don’t be afraid to succeed.
  • Google as a company was attractive to me because they are a tech company that’s been so much more than that. There isn’t a place that Google is not.
  • It’s exciting to work at Google because unlike a lot of software companies, I use Google products every day.
  • One usually expects as a new person to be at the bottom of the knowledge totem pole. The fact that I’m not is an illustration of how much responsibility is given to us as interns across the board.
  • Every intern that I’ve seen come on has just exuded Googliness.
  • If this is what being an intern feels like, I’d love to be an intern for the rest of my life.

I’m Feeling Lucky: The Confessions of Google Employee Number 59

Author = Doug Edwards – LINK


“Douglas Edwards was “Google’s word guy” between 1999 and 2005, responsible for official text and branding. A former journalist with a literature degree, he portrays himself as a rather bemused outsider, indulges in a lot of retrospective office-politics point-scoring.” Steven Poole – The Guardian

A Noogler is a new Google employee and the term was coined by Doug Edwards.

Summer internship at Amazon

Sloan DuRoss, Foster School of Business MBA 2013 

For his internship, he wanted to test himself in a large company, and a position at giant online retailer fit the bill. He discovered that his experience and the knowledge he had picked up in the program made for a good fit at Amazon, where he plans to return after graduation.

WDGLL specs

So what is the arrangement?  An intern gains supervised practical job experience and effectively has an opportunity to “try out the role” before making a job commitment.

Taking this path is a realistic option for those that have the “Bank of Mum and Dad” providing financial support as these roles are typically unpaid.

To what extent should an intern choose a Multi National Company like Google, Amazon versus a small start-up with better opportunities to secure future jobs?

On a different tack, the last time I saw anything like the colourful Noogler caps was years ago in a Conference Room Pilot which is effectively a walkthrough of one or more client SAP Business Processes where participants wear different coloured caps to signify their specific roles. I thought the concept was CR(a)P at the time.

So you have been waiting patiently. Here is “The Internships” official trailer

“Billy (Vince Vaughn) and Nick (Owen Wilson) are salesmen whose careers have been torpedoed by the digital world. Trying to prove they are not obsolete, they defy the odds by talking their way into a coveted internship at Google, along with a battalion of brilliant college students. But, gaining entrance to this utopia is only half the battle. Now they must compete with a group of the nation’s most elite, tech-savvy geniuses to prove that necessity really is the mother of re-invention”.

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All Things Digital 11 – what is the future for TV?


“Since its debut in 2003, The Wall Street Journal’s D: All Things Digital conference has been breaking news, highlighting innovation, and bringing you straight-up, unvarnished conversations with the most influential figures in media and technology.

D is different from other conferences: no canned speeches, no marketing pitches, and no bull. Instead, creators and executive producers Walt Mossberg and Kara Swisher put the industry’s top players to the test during unscripted conversations about the impact digital technology will have on our lives now and in the future. The results are unprecedented glimpses into the ideas and strategies of the industry’s most creative thinkers”.

Tim Cook – there is a grand vision for the Apple TV product

(Poor sound quality therefore you will need to increase volume)

Fanhattan Set Top – Friday Evening Product

Gilles BianRosa, Co-Founder and CEO of Fanhattan, showed off the company’s upcoming FanTV set top box which is a sleek TV controller with more than 200 sensors, but no buttons.

The hardware device is designed to combine traditional cable programming and online streaming services into a single unified interface.

The set top device will not be sold directly to consumers. Instead Fanhattan is in the process of negotiating deals with cable and satellite TV providers.

The battle for the living room is lost

“Our TV watching habits have evolved. The television screen is no longer the only screen in our living rooms. Laptops, smartphones and tablets have invaded the living room and are bidding for our precious attention. But in 2013, the battle for the living room will not consist of competing devices aimed at replacing the TV screen. Rather, the challenge for TV publishers and advertisers will be to unite these screens into a complementary experience”. Chris Ferrel & Caitlin Mitchell – LINK

The Battle for the Living Room Is Over — The War for the Consumer Is On

“We are rapidly iterating devices to simply be powerful screens connected to the Internet, connected to clouds. The main question for a consumer will soon be, “Which size screen will I use in the car? On the train? In rooms in my house?” That answer will be driven by which hardware vendors have aggregated the best services for consumers, coupled with a compelling user interface (UI), frictionless commerce opportunities and social and communications layers built in.

The reality today is that consumers can do nearly the exact same things on a device with a 4-inch, 8-inch, 12-inch, 15-inch or 20-inch screen. There will naturally be some functions that will be more appropriate on one screen size over another, but interchangeability is already here”.

P.J. McNealy, Founder, Digital World Research – LINK

WDGLL specs

So it looks like the battle for the living room is over and industry commentators have named this as the “post TV era” period in the same way that we are now in the post PC era. Family members use their tablets and smartphones to follow Twitter hashtags and join the real-time dialogue.

For quality content [HBO, AMC] that people want to watch who will endure traditional broadcasters or the likes of Hulu, Netflix?

For me it is not about how people watch it is about what content they watch on the device of their choosing be it from the couch or on the go.

My money is on Dick Costolo and his plans for Twitter to create a much more engaging experiences for users.

The market will decide if this is the best strategy as they value the company when it goes public next year.

Dick Costolo CEO Twitter

“We’ve recognized that Twitter is the second screen for TV, and TV is more fun with Twitter”.

“Twitter is the social soundtrack for TV.”

“We are trying to create a much more engaging experiences for users”

“we are trying to build a global town square – public, real-time, conversational, widely distributed”

Dick Costolo at D11 : Why Twitter Loves TV – Video Link

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UK Silicon Roundabout is showcased at Digital Shoreditch

Who are the entrepreneurs of Silicon Roundabout?

Benjamin Soutworth deputy CEO of TCIO, a public body that was set up to help grow and promote Tech City says “Equally, one of Tech City’s strengths is the interplay between what people have historically called ‘creative’ and ‘technical’ industries. We at Tech City believe that these distinctions are less relevant in an increasingly integrated world.”

“tech should not be siloed into being only one thing”. He says: “At Tech City, our focus is to nurture, support, and celebrate the development of entrepreneurs, the go-getters and business builders determined to strike out and succeed on their own.”


Digital Shoreditch celebrates the outstanding creative, technical and entrepreneurial talent of Tech City. The Digital Shoreditch festival explores the many companies and organisations that make Tech City what it is. Focusing on developing new ways to exploit the potential for growing global engagement and improving our digital economy and society.

London and in particular East London is fast becoming a global focal point for new startups and forward thinking tech-based organisations. If we can define it, we can encourage the area’s reputation within the tech communities as an emerging hotbed of innovative and entrepreneurial spirit.

Rory Sutherland on Digital Shoreditch

“Most marketing information previously was attitudinal data not behavioural data finally what we’re starting to see is some very surprising revelations about how people make choices, how people establish preferences and how you can influence behaviour whether at an unconscious or conscious level.”

Keynote speech – “The digital world with the data it produces and the behaviors it evokes has become a sort of galapagos islands”

Monetisation Strategies

WDGLL specs

Tech City is expanding away from the Silicon Roundabout and now reaches as far as the new Kings Cross development to the North, Farringdon to the west and Tech City East out to Stratford in order to reuse the legacy from the Olympics. All points south are restricted by the high office rents of the financial district which starts from Finsbury Square, Moorgate.

In terms of highly skilled resources, London has always been the “go to” destination, however what has changed is that fresh talent are not incentivised to work for a top tier investment bank or high end law firm. These resources have tremendous intellectual firepower which is now channelled to creating and sustaining their own business rather than become stuck in company man/woman or wage slave default mode.

The area has all the ingredients such that when the tech and creative forces collide there will be a new brand of innovation that puts London at the centre of the new digital world map.

Final word from Kam Star, founder of Digital Shoreditch and Chief Play Officer for Playgen, gives his view on how universities can support entrepreneurship and job creation.


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ServiceNow says that this is the end of No and the beginning of Now

knowledge13“Knowledge13 is where IT transformation takes the world stage.  This conference is about knowledge consumption.  From CIOs to system admins, our users have an insatiable appetite for learning how to do more with ServiceNow,” said Beth White, chief marketing officer, ServiceNow.

“Attendees learn IT transformation strategies from real experts.   This event is not full of vendor and analyst puff – 90 percent of the content at Knowledge13 will be delivered by people who have actually implemented and are using ServiceNow to successfully transform the service delivery experience within their companies.”

ServiceNow president and CEO Frank Slootman is ranked at #19 in the Silicon Valley 100 which is Business Insider’s authoritative compilation of the people who did the coolest things in Silicon Valley this year.

This is the end of No and the beginning of Now


Opening Keynote address – very long replay.  Nuggets signposted:

The number of ServiceNow employees has increased by 57% in the last year (1269 vs 729)

04:20 – To IT, For IT, Thru IT

06:02 the end of No and the beginning of Now videoclip

10:00 the department of No & 14:04 IT ranking down there with the legal department

13:02 IT is the new manufacturer and our footprint has grown inside the Business

19:45 ERP for IT and a Single System of Record

25:30 Service Experience – what’s it like to do business with IT?

33:15 businesses are over staffed and under automated

33:45 most of the work we do is Message Centric business processes e.g. talk, email etc. which are not structured, not defined or automated

36:15 the future of IT is going to be the management of Service Relationships

38:40 Three vectors of Transformation = Consolidate, Consumerize and Automate:

    • Consolidate enables a single system of record
    • Consumerize the service experience
    • Extraordinary opportunity to Automate

39:00 Transform IT Now videoclip

41:40 Enterprise IT Now videoclip

Fred Luddy – Founder and Chief Product Officer

“ServiceNow announced enhanced mobile capabilities that provide IT with the ability to view and interact with their work anytime, anywhere.  The new mobile features require no additional configuration, customization and implementation changes”

“ServiceNow for iPad is a key innovation in enabling our customers to execute on their enterprise mobility strategy,” said Fred Luddy, founder and chief product officer, ServiceNow.  “As mobile devices continue to proliferate in the enterprise, they will become the primary device for users.  ServiceNow will increasingly add new features and functionality to further help our customers improve service delivery and transform enterprise IT.”

02:20 Announced the ability to run all our applications on the iPad and 08:08 first step to a totally mobile app. Native IOS app will be faster and have a better user interface.

04:40 system is able to remember what you repetitively do as a user and will create a shortcut

05:35 good artists copy and great artists steal – take and reformulate for the problems you are trying to solve

09:25 we want to streamline process / workflow as much as possible.  If we can get a Change Manager to approve 5 changes from their mobile phone they will be much more productive

10:55 Service Relationship Management reference

Importantly – Don’t try and sell Service Management and Automation investment based on ITIL process adoption

Be the automator not the automated

WDGLL specs

Service Management & Automation will enable providers to deliver Service @ Speed

Frank Slootman said that the tools of this major change are workflow and associated management automation technologies and, of course, the streamlined business processes they mandate. “The impact of moving from E-mail & Excel to a record workflow system on organizational efficiency is tremendous”

The citizen developer concept is all well and good however clients will want a partner who can build and implement business process customisations.

It is not about the end of No and the beginning of Now it is about the beginning of a New era for IT Service Management practices with ServiceNow stating that IT is going to be the experts in defining, structuring and automating service relationships.

To repeat – the future of IT is going to be the management of Service Relationships.

ServiceNow went public last year with stock symbol NOW and it is interesting that one of their competitors BMC is going back to being a private company this month.

“We believe that ServiceNow’s current valuation is reflective of a temporary frenzy..” Seeking Alpha LINK

My observation is that the Gartner term “Peak of Inflated Expectations” – [a frenzy of publicity typically generates over-enthusiasm and unrealistic expectations] may apply.

ServiceNow has experienced a significant increase in headcount.  To what extent are these new joiners Marketing and Account Managers priming the pump?

As a public company the focus is on quarterly revenue and profit. It will be tough to sustain the Q1 2013 results -revenues of $85.9 million, an increase of 81% compared to the first quarter of 2012, and an increase of 14% from the fourth quarter of 2012

In closing, I am a luddite in that if Fred Luddy were to cash in his shares / stock options then what would be the impact on the ServiceNow share price and strength of client relationships?


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