Tag Archives: Brighttalk

What did I learn from 2014 Service Management Practices and it is all about Connectedness in 2015

In 2014 the need to attend the premier annual conferences [ITSM14, SITS12, FUSION14, LEADIT14, NowForum…] to hear from the “opinion formers” has been less of a priority given the increasing power of individual practitioners to openly share their proven solutions to business issues with whoever is interested across any channel of digital interaction (e.g. webinar, slideshare, blog, video clip etc.)

It was perceived that the format of the UK ITSMF conference was a little tired because the focus was more on Theory (Shoulds and Oughts) with some degree of proven implementation guidance from the practitioners who have delivered outcomes that address real business challenges.

ITSM14 has become a meeting place to connect with colleagues either on the exhibition floor or dance floor with the dinner and industry awards ceremony the main event.

The highlight of the conference was the announcement of the ITSMBig4 Agenda for 2015.

ITSMBig4 Agenda

“The Big4 Agenda refers to the set of key professional issues members have indicated they are facing, and the programme of information and activities being delivered by ITSMF UK to help deal with those issues.

In 2014 the Agenda items were Back to Basics (reliability), Skills, Managing Complexity, and Agile ITSM.

At the 2014 Conference four new items were agreed for the 2015 Agenda:

COLLABORATION – how do we work with others?

SERVICE MANAGEMENT OF THE FUTURE – what do we need to look like?

CAPABILITY FRAMEWORK – how do we build it?

CUSTOMER EXPERIENCE – how do we ensure it is relevant?

we need to have a clear agenda, so as soon as one thing is done, we’re starting the next.”

John Windebank & Rosemary Gurney (Chair & Vice-Chair ITSMF UK) led the discussions on the recently announced ITSMF UK Big4 Agenda topics for 2015

LINK to Twitterchat compiled by Jane Suter @Jane_RTC

 

stalled

Started, Stalled or not Sustained

It was deeply disappointing that community initiatives launched in 2013 were not further developed or sustained in 2014. I did not envisage the level of change resistance and negative knock-back for the inaugural SM Congress core values and declaration.

Charles Araujo, the driving force behind SM Congress, provided an update in March LINK however there has been radio silence since.

The ITIL Manifesto is a SM Congress look-a-like and states the following:

“A community driven effort (with the knowledge and support of the Intellectual Property holder Axelos Ltd) to add structure to existing or new ideas on how ITIL is viewed/used/adopted and to create a manifesto which formalises these principles”.

Here is what the AXELOS declaration has to say:

“The Manifesto, which began life as a Google document before moving to Tricider, has been created to capture the thoughts of the ITSM community and is designed to gather ideas about ITIL – what it should be and what it shouldn’t be – as well as understand the core values of the proposition”. LINK

 

So as we enter 2015 the community is still fragmented playing into the hands of For Profit (AXELOS ITIL Manifesto) vs Non-Profit (ITSMF and the ITSMBig4 Agenda) with these initiatives covering the same ground and some industry experts Claire Agutter @ClaireAgutter involved in both initiatives.

TFT14Tomorrows Future Today – TFT14

Thanks to BrightTALK for hosting these events and for enabling the community to hear directly from Subject Matter Experts.   You can peruse an extensive set of TFT Summer webinars here LINK

TFT14 saw a marked increase in submissions but did not have the same impact as TFT13 because viewer expectations had already been set very high and the wow factor had lessened second time around.

Having said that this slide presentation by Jon Hall (BMC) titled “The end of ITs monopoly on trust vital lessons from the consumer space” is worth a look LINK

 TSFI

In addition the Taking Service Forward – Adaptive Service Model has not been sustained.

It was lauded as “Future best practice for governing, managing, providing and consuming services will be dynamic, emerging, empirical and holistic. Bodies of knowledge will continually emerge based on input from real people consuming, brokering or providing real services”.

In May I tweeted the following question:

@TSF_ASM It has been over a month since the last tweet. Are you guys still part of the #Axelos roadmap? http://t.co/iviUIuRVAq #stalled

servicenow

With respect to the Supplier / Product provider agenda ServiceNow continue to lead the Market.

One example is the NowForum London event which transferred to the Excel centre to accommodate the huge numbers of attendees. Registration at this event is complimentary with KPMG and Accenture as “big time consulting’ premium sponsors recognising the opportunity to generate leads.

The ServiceNow Community is vibrant. LINK

ServiceNow Community

How to Navigate the ServiceNow Smartphone Interface

The Service-Oriented Enterprise with ServiceNow LINK

“Every department in the enterprise is a service provider. While service relationships are well defined and automated within IT, they are often inefficient, unstructured or non-existent in other enterprise service domains. Georg Maureder, Solution Architect EMEA at ServiceNow will tell you how savvy IT leaders view this as an opportunity to help their business peers replace inefficient email-based service request and fulfilment processes with a proven IT service model”.

BMC Smart it my it

BMC – Smart IT + MyIT

“Make your customers the center of attention, and your service desk the life-blood of the organization. Whether accessing personal applications on a mobile device or requesting a business application at work, people expect it to be easy. BMC helps you deliver a better user experience on both sides of the service desk. Delight IT teams and business users with a personalized IT experience, and intelligent, mobile access to IT services”.

Video: Better together: Smart IT + MyIT (1:13) LINK

 

HP Service Anywhere

HP Service Anywhere

December Update offers an Enhanced Trial Experience

“Trial users can take our new guided tours through the Self-Service Portal, Hot Topics Analytics and Live Support. These tours highlight the differentiated value of these key Service Anywhere features.

The Self-Service Portal uses an engaging user experience and big data driven knowledge to drive self-sufficiency and the move to ticketless IT”

HP Mobile User Experience – Mobile Application Pulse


 

 

Axelos GBP

Missing a Vital Component

It was a refreshing surprise to see the marketing campaign and kudos to the AXELOS team.

“Global Marketing Campaign ‘Missing a vital component’ has been really well received and we have had a phenomenal response. As an example, we have run full page adverts in the Economist worldwide and the Financial Times to further raise the awareness of Global Best Practice”.

It would be very helpful if AXELOS provided more detail to support the “phenomenal response” statement and the CEO value proposition. Did any CEOs / CIOs sign-up for ITIL or Prince training.

As to be expected AXELOS placed the needs of the Pupil over Practitioners and imposed stringent controls for training organisations to become accredited by AXELOS.

It will be interesting to gauge community response when the full year training exam numbers and results of the AXELOS Profit Share are released.
After a bumpy start Kaimar Karu made a big difference as Head of ITSM in June he tweeted

@kaimarkaru: A little something I wrote on the future of #ITIL – LINK

There were new and refreshed ITIL White papers from “practitioners for practitioners”.

Maximize the Synergies Between ITIL and DevOps by Anthony Orr @AnthonyOrrAtBMC is a very good read and very much on topic. LINK

For all the good work that AXELOS delivered in 2014 I did not understand why there was such a low key celebration of the 25th Year Anniversary of the ITIL Service Management practices. Here is a blog post from AXELOS LINK

CPD

“The CPD programme will create and establish lifelong personal brand value by enabling individuals to stay current in their knowledge and protect the investment they have made in the AXELOS Global Best Practice qualifications”.

Moreover the role based focus on Continuous Professional Development is marketing spin to infer that a clear career path has been defined and agreed by the Service Management Community.

SFIA Framework

It would be very helpful to align the CPD with the Skills Framework for the Information Age

“SFIA is an industry framework (free to use, subject to licence) which contains the descriptions of 96 professional skills, each of which is defined in terms of up to seven skill levels. It also identifies generic levels of responsibility in the areas of autonomy, business skills, complexity and influence.

SFIA offers an invaluable tool to help individuals understand their own strengths and areas of weakness, and to assist employers and HR departments to understand training requirements, potential skills gaps, and specific skills requirements for particular roles”.

Matthew Burrows @MatthewKBurrows has been an evangelist for development and adoption of the SFIA framework over several years and his voice should be heard by AXELOS.

G2G3

Capita group, which has a 51% stake in AXELOS, acquired G2G3 I guess for their Gamification capabilities. It was a surprise that Ken Gonzalez @ken_gonzalez became G2G3 Americas VP for Delivery given that he had a successful consulting practice.

G2G3 promote the Service Management Office – “We are happy to offer a one-hour complementary Service Management Office (SMO) consultation to help you get started”.

Here is a LINK to the SMO Start-Up Kit and 8 Steps for implementing a SMO

 

Apple watch

In 2015 it is all about Connectedness

Smarter connected Customers will increase use of Mobile Self-Service Apps for swift and easy information access to obtain immediate resolution that puts the Customer firmly in control.

Smarter Customers are increasingly choosing digital interactions rather than use Voice / IVR calls. They demand consistency across channels so that their Customer record and a full history / notes are always accessible. Digital interactions include voice, text, email, web chat, posting on social media and/or using a connected app.

Smarter Self-Service Portals will identify and know the Customer guiding them along the Customer Journey thereby removing the need to join lengthy call centre queues. Virtual Agents will also become part of an improved Customer Experience.

Smarter peer-to-peer support from always connected practitioners will help to identify solutions for common Service Management and DevOps challenges.

In 2015 creativity will continue to come from random connections, cross-pollination and easy sharing of ideas.

So it is up to you to choose how you connect to the world of DevOps and Service Management industry relevant content that will provide you with the most engaging experience and value.

Listed below is a selection of my tweets from the last twelve months:

DEC

@wdgll: @GoNavvia: Maximize your investment in #ITSM
#Collaboration brings ITSM process management to the #Social era
http://t.co/C6S4t13ajN

@wdgll: #AXELOS CEO Peter Hepworth on progress this year & 2015 plans
http://t.co/ryUFxogV8W
Better interview than last year
http://t.co/TxuNyAzyyd

@wdgll: Next generation mobile support tools
Smart IT with support for smartphones
#Remedy #ITSM
@BMCSoftware
@JonHall_
http://t.co/IOegiuWCtu

Kaimer Karu
@wdgll: Leveraging #ITIL we can create conditions for success; but we still need people to achieve that success and autonomy
http://t.co/cMWwwJzD8k

NOV

@wdgll: @RobertEStroud: #ISACA BELGIUM video from my recent visit to the chapter
http://t.co/HSJ7lk1RvA
Run on a membership model to share knowledge

@wdgll: Improve appreciation of what other group is doing by having Dev and Ops participate in each other’s daily activities
http://t.co/2gs5uUq2G2

@wdgll: @AXELOS_GBP: new corporate video
“Always ahead of the curve”
Prince 2 Agile published early next year
http://t.co/kLjGQm2EJd
@KaimarKaru Leveraging #ITIL we can create conditions for success; but we still need people to achieve that success and autonomy
http://t.co/cMWwwJzD8k

OCT

@wdgll: To Help DevOpsify The World @scriptrock Raises $8.7M
http://t.co/l7XQfTizvK

How to @DevOpsify Release & Deployment http://t.co/aLCev7ROMY

@wdgll: Bring IT to Life with #BMC
Introducing Living IT the @BMC_ITSM Vision for who we are and how we work today
Video – http://t.co/O7OQlpJKzN

@wdgll: Customer Care as a Service is a white-branded service offered to anybody that thinks it important enough to provide
http://t.co/mU0v7ShhAP

@wdgll: @servicenow Changing the way IT and Business gets done
IT must be a Business accelerator not just an IT caretaker
http://t.co/0nfT3FKP9P

SEP

@wdgll: Real-Time #DevOps = Dev is looking to compress delivery cycles and adopt experiment and learn mentalities.
http://t.co/ph8S5i2kpr

@wdgll: Real-Time #DevOps = Ops is looking to institute controls and more tightly govern change.

@wdgll: So we have #ITILManifesto, Taking Service Fwd @TSF_ASM, #SMCongress, #ITSM, #ITSMBig4, #itSMF and #ITILRoadmap & @StuartRance ubiquitous

@wdgll: #ITILManifesto Phase 1-106 ideas half of which have 0 votes
Familiar ideas in top 10 #ITIL = I Think It’s irreLevant
http://t.co/TlnureHlJU

@wdgll: #ITSM14 agenda http://t.co/4lTahbKPzM
Service management next generation operating model
Nathan McDonald & Zoe Benedict Deloitte Consulting

@wdgll: @RobertEStroud: My discussion of the benefit of #COBIT Online
http://t.co/UERDN7xFSH

@wdgll: @PhilipHearsum Article on Cultural differences in ITSM
ITIL is the universal language of IT Service Management #ITSM
http://t.co/SFDU8S9O3L

AUG

@wdgll: DevOps vs the Enterprise video clip
“Think of #DevOps as process improvement for #ITIL”
@scriptrock http://t.co/vJwFAuAMJz

@wdgll: #DevOps is successful when ways of working flow quickly and unimpeded to allow for rapid decision making and to spur on continuous delivery

@wdgll: Global-Mobile-Social (Glo-Mo-So) intg via Global comms, universal delivery via Mobile devices & Social collaboration http://t.co/FgIYqoRHe5

@wdgll: http://t.co/wpL3Cddur5 take Service Management beyond IT into other areas of business so they are integrated and not separate entities.

@wdgll: The IT world is re-inventing itself. For CIOs imperative is to lead IT to become backbone of the modern enterprise
http://t.co/KD9nlX1QPX

@AnthonyOrrAtBMC: Enjoy new whitepaper – ITIL and DevOps
http://t.co/g4J3X8KBOl

@wdgll: #Agile and #ITIL – http://t.co/fxAcXeEBFz SLA targets are met month on month but the customer is still not happy with the service provided

JUL

@DortchOnIT: What #ServiceNow does & why it matters, to organizations from Coca-Cola to CERN & the NBA — in <2.5 minutes!
https://t.co/xk3x9osWVG

@wdgll: @AXELOS_GBP @PhilipHearsum Adopt&Adapt #ITIL Please shift left in the service lifecycle away from Ops-Service Desk/CAB to Strategy & Design

@wdgll: ITIL vs Kanban
http://t.co/znobKCOzuo
Emphasis is on individuals and interactions over processes and tools
@CharlesTBetz

@wdgll: COBIT Focus Volume 3: July 2014
#COBIT5 Helps Find Value in the Cloud
Plus Mapping COBIT5 with IT Governance http://t.co/dYyg5NKODZ

#Devops Pushes Agile to IT’s Limits
Software engineering is changing and DevOps is at the heart of it. http://t.co/7UB5IiERRW

@wdgll: #DevOps Stats for Doubters
DevOps spends 60% less time handling support cases
63% release new s/w more frequently http://t.co/MWiSqhiySP

@wdgll: VIDEO : #ServiceNow Expands IT Operations Management Portfolio with ServiceWatch
@NeebulaSystems
http://t.co/4BHAtS2aQb

JUN

@wdgll: #DevOps philosophy and movement that sits at the intersection of (software) Development, (service) Operations and QA http://t.co/CawgLXlgHz

@wdgll: #ISACA is a great org and I am proud of the passion, experience and energy that we bring to all our stakeholders
http://t.co/v3U8aKM89C

@wdgll: combined benefits of ITIL® & Knowledge-Centered Support
http://t.co/vbbJUPHW1y
Good job HDI although Summary real value para is > exec summ

@wdgll: Now the scope has gone beyond devices, Bring Your Own Technology (BYOT) is probably a better more future-proof term
http://t.co/JDG7QNAUFh

MAY

NEW YES NEW #Axelos White Paper – Using ITIL to seize the opportunities of the Cloud and rise to the challenges http://t.co/LRXrAplM6l

@wdgll: David Paine, CIO of ITSM at Toyota Financial Services (TFS) urged fellow CIOs not to live on an ‘ITIL island’
http://t.co/uuPv4SuhFz
#know14

#Know14 was bigger and better than ever! @jason_wojahn shares his take on the event and its key message: http://t.co/9z2HjAHXEk

@ServiceNow CEO Frank Slootman “Genius hits a target that no one else can see” http://t.co/jbL1Ki0xlK another fine performance #Know14

IT Service Management Must Evolve http://t.co/41TbOxlKtn
As Business Units sidestep IT, will #CIOs become glorified Service Managers

In the new end-to-end services model, the handover to the end-customer is just the start of the process http://t.co/A6MOO3I0VO #CBR #ITSM

#ITIL value proposition http://t.co/BVWxlb5PjB
Thought it was meant to target the C Suite as per the global survey responses 72% relevance

@wdgll: Benefits of #ITIL Allow the Business to focus on the service and value received, not on the technology utilized to deliver tangible outcomes

@wdgll: benefits of #ITIL-Optimize Customer Experience
#Forrester says perpetually connected customers demand Service @ Speed
http://t.co/DTvknqVC0k

@wdgll: #Know14 the best keynote speaker slides can be accessed here “Get to know Now” http://t.co/M8LzWSx2wt “the New Age of Service is NOW” @ITSM

@wdgll: #ITSM professionals need to adopt a combination of Customer centric & Service centric. The “Don” Page
http://t.co/5b8HdCg1aH
#sits14

APR

@AXELOS_GBP It is deeply disappointing that your Head of #ITSM @kaimarkaru fails to act with integrity causing harm to your company #ITIL

#itsmcommunityportal full ownership of a common purpose increases motivation and information-sharing.

@AXELOS_GBP: See the latest #AXELOS eBulletin
http://t.co/ALX5YvS2wO
Looking forward to the launch of the #ITIL Value Proposition for CIOs

@DavidM2 practitioners know that change is driven by #transformation getting people to do things they wouldn’t normally do. #ITIL irrelevant

@DavidM2 @kaimarkaru the challenge for #Axelos profits is do they favour PUPILS and gamification revenue or PRACTITIONERS and collaboration

#COBIT5 online will offer an enhanced user experience when launched in Q3/14 http://t.co/3dnlPySJ2V

In the new business landscape there’s no room for slow-slowness is death. Slow processes are like heavy chains around an org @outsourcemag

Tanya Rose introducing #cobit online beta
link describes the Features of COBIT 5 Online
bit.ly/1mQ45UH

#servicenow CEO Rock Star Slootman @SiliconANGLE http://t.co/mSpaAkBWJs
Inspiring
IT as a Value Producer
Capture Lightning in a Bottle

MAR

@charlesaraujo: A future for #SMCongress? http://t.co/4EBu9XLrVi
intl. consortium under SMCongress “brand”. Light Governance is required

@wdgll: #SMCongress consortium must set standards of Service Excellence that will be validated by the core community of (global) practitioners

@SophieDanby http://t.co/N7EsAcyVGk
What is the community trying to achieve?
Reap & Sow “good”practice which is endorsed by your peer group

@wdgll: #SMCommunity pooling of proven practices and individuals sharing their insight with whoever is interested across any channel of interaction

Good practises that you create where you work instead of Best Practises learned in a book.

Wow, celebrate 25 yrs of content gifted to #Axelos for profit.

@wdgll: #gamingpaul Excellent Proposal-Make the current ITIL expert certificate an ’ITIL expert in THEORY’, make a new one ‘ITIL expert in PRACTICE’

@wdgll: #AXELOS Head of ITSM talks about value propositions for different size organisations
http://t.co/LOZidV2jDm

FEB
#Forrester : Top trends for customer service in 2014 http://t.co/09t9wcfQEK Trend 2: Customer Service Will Adopt a Mobile-First Mindset

@AnthonyOrrAtBMC The perfect combo: #ITIL, I.T. servIce management and socIaL medIa #ITSM
http://t.co/fKBsyhlB6T
Experience & Expectations

What’s The Future Of ITSM? By @stephenmann http://t.co/spOxdP716q also read http://t.co/E3Ubl34Hso who will lead Service Management in 2014

@ITILExpert Pink Interviews Peter Hepworth CEO, Axelos http://t.co/9DiALzzDUo Investment in the exam cash cow and making ITIL relevant #itsm

JAN

@servicenow: Frank Slootman blog – Lightning in a bottle http://t.co/9EB4WntmmW one CEO with a distinctive point of view #BeginningofNow

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Who will take the Service Management “Moral High Ground” in 2014?

moralhighground

Here are my nominations for this year’s Service Management Champs:

Charles the Champion of Change Communities 

 

From RevNet to the SM inaugural Congress

Sound quality improves in this short clip

“We are uncovering ways of meeting business needs through Service Management. Our achievements, experiences and insights compel us to adopt these values:

Slide1

While there is value to the items on the right, we value the items on the left more:”.

Dancy the Disruptor

chris_dancy

TFT13, 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”.

Mark Kawasaki – The Practitioner’s Road

Long video clip so worth coming back to.

“What I finally see clearly is this: I belong on the practitioner’s road. And my purpose here is different than most. I don’t want to help design a better automobile. I want public transportation”. http://www.windupbird.org/

Stuart the Strategic Service Management Steward

itSMFUK – Outstanding contribution to ITSM

Stuart Rance

I am not sure that Axelos would have moved forward or maintained momentum without his contribution to the Taking Service Forward Initiative.

TSFI

The vision of Taking Service Forward is to provide the service community with an Adaptive Service Model.  Link to Google+ community LINK

archsm

Barclay Broadcasts everywhere.

Barclay has popped up at forums and events across the globe and as a result his personal brand has grown significantly this year across the industry.

He readily shares his insights e.g. ITSMTV etc. however I have selected this clip to shine the Rae from ITSM Goodness to SIaM

Frank and Fred Forge Ahead to the Beginning of Now

Service Now is the world’s second largest SaaS product (Salesforce is #1)

ServiceNow is built on a proprietary platform that aims to automate and standardise business processes, becoming the enterprise-wide platform across IT and business operations.

SN Capabilities

In addition to capabilities for service management, additional capabilities have been built for HR Service Automation, customer relationship management and facilities management.

Tools alone will not deliver the solution to Business Issues. Whilst I recognise how easy it is to create apps I am not sure whether clients would purchase ServiceNow HR Service Automation over Workday, Peoplesoft HCM or SAP HR solutions.

Stroud the Smoothie

Robert has the ability to travel seamlessly across the islands of COBIT5, ITIL and Vendor (CA) communities.

Here is his provocative 5 min presentation at Leadit 13

If 90% of everything is crap then 90% of the way that you are doing Service Management is crap so you must find the 10% of process that really works.

How are you going to unlock value for the future?

Rob Remains Relentless

Rob England is Relentless in his specific / point challenges to others in the SM ecosystem, in particular Axelos.  In 2013 he has come out of the shadows and written a well received book and presented at various forums.

stdcase

“Rob England’s latest book Plus! The Standard+Case Approach, does in one short reading what many books attempt to accomplish in several years. S+C redefines the relationship for technology professionals by creating a route to customer experience, an improved skillset for ICT and redefines everything we thought we understood about “routine”. Chris Dancy, Founder, ServiceSphere Amazon LINK

BrightTALK – Grow Your Audience in 2014

BrightTALK is the “Best of the Best” platform in the eyes of practitioners and has organised many Summits where individuals readily share their insights.

chump

It is important to understand that we can learn as much from the CHUMPS as we can from the Champs:

Axelos a Forward-Thinking Name for a Forward-Thinking Company

Not sure which design agency was chosen but good luck if you ever need to re-brand ITIL. Moreover, the change in logo from the Best Practice Management Swirl to the Axelos GBP (Global Best Practice) is the only visible change I have seen.

Perhaps there will be more forward thinking with the launch of the Axelos website.

Peter Hepworth the Axelos CEO portrays the image of either Tim Nice but Dim or a Gifted Amateur. He has been leading the global Axelos “Dog & Pony (Road) Show” and his lack of Industry, Product or content Knowledge is evident. This is in stark contrast to industry leaders such as Frank Slootman the ServiceNow CEO.

Here is one of his better performances which reflects a steady improvement in his canned speech notes. I suspect that he is more comfortable banging on about Gamification.

ITIL – Product Development Roadmap Priorities – LINK

“We are seeking to capture the most imperative propositions that will help identify the real value of our portfolio of products. We will be asking our ecosystem to support this process with case studies and real life examples as to the quantifiable benefits. We will share a series of propositions, in the form of short briefs for CEOs, at the end of the year and ask for your support with their continual development”.

“Research shows that gaming and simulation can improve the learning process. We will therefore explore this opportunity and work with specific strategic partners to ensure that our products are at the forefront of the digital age in terms of development and delivery”.

Axelos receive royalties from Examination Institutes for each ITIL exam taken. This recurring training revenue stream is the “Gift that keeps on Giving” and will guarantee Axelos employees a share of profits at end of 2014. Metrics drive behaviours so Axelos will shine the lens on Gamification and e-Learning to drive increased revenues.

An early example of generating additional training revenue  is the “Official AXELOS ITIL Foundation Exam App” which was available on iTunes for download at £9.99 / $16

Chris Barrett the Axelos Transitions Director

Chris is much more credible however given that we are two weeks from launch date it is very disappointing that the Roadmap is still very high-level and mapped out by quarter. I suspect that if Chris were still a “Big-Time” consultant he would have been walked off the engagement because the high level view and workstream descriptions are not detailed enough to provide transparency of initiative priorities, deployment plans etc for the Programme Sponsor. One of the key deliverables is the Axelos Community Portal which will be available at the end of Q3 2014.

The Axelos Service Management Architecture workstream is 10 years behind most big-time and independent consultants who have helped their Local / Global clients with the design and implementation of proven IT Operating Models and End-to-End Service Models.

In 2014 there will be increased focus on how Cloud Services Brokerages will Challenge Traditional IT Service Providers for Cloud Services Delivery.

muted

Another trend this year is where Industry stalwarts have been less opinionated. Stephen Mann transferred, after many years, from Forrester to ServiceNow. He has been consistently involved in the key community forums but for me is recording and observing rather than when he was at Forrester providing a thought provoking Point of View.

More worryingly Ken Gonzalez and Ian Clayton have changed their tone and been less vocal since they joined the G2G3 Americas team. G2G3 is part of the C(r)apita Group.

fencing

The Service Management ecosystem will continue to fence with more frequent and aggressive “Thrust and Parry response” moves, fighting with either foil or sabre. The natural tension between Profit (Axelos), Non-Profit (ISACA), Vendors and Customers will increase in 2014 with the lines blurring between who sits Inside the tent or Outside the tent.

WDGLL specs

Why do we need to be more relevant to our Consumer/Enterprise Customers?

The proportion of the global workforce dedicated to agriculture, products and services has changed dramatically and at a faster pace over the last 20 years:

table 1

In 2014 the principles of Service Management will be applied beyond Enterprise IT to predictably deliver outcomes for Consumer and Enterprise Customers. Lessons will be applied from Business Process Outsourcing and Operational Excellence. There will be a huge focus on moving from the Service Experience to Customer Experience with clear definition and measurement or outcome based Key Performance Indicators.

In 2014 we will officially be planning for the post ITIL environment. ITIL = Irrelevant Today Industry Leading Not

Axelos has consistently mentioned investment in products and the value proposition for CEOs.  Whilst new idea generation is part of the equation in 2014 execution is just as important. I envisage that Axelos will pander to the needs of the Pupil over Practitioners and will reap what they sow.

Moreover, Axelos has not defined the criteria by which any artefact will be categorised as “Global” Best Practice.

In 2014 Standards of Service Excellence will be set and validated by the global self-organizing community.

So in 2014 we will see the pooling of collective wisdom and increasing power of individual practitioners to share their insight with whoever is interested across any channel of interaction.

In 2014 it is important that we encourage any new or different thinking. TFT13 was a huge success. The submissions for TFT14 in February will require careful review in order to maintain the standards of excellence and meet the viewers expectations.

So who will take the

Service Management “Moral High Ground” in 2014?

The 2014 champions will be the individual practitioners who have delivered outcomes that address real business challenges. They will readily share proven solutions to business issues via platforms such as Google Helpouts. Those seeking help may opt to pay a sum they think the practical advice is worth.

In 2014 creativity will come from spontaneity, from random connections, from cross-pollination and easy sharing of ideas. A new cadre of “Opinion Formers” will take the global stage. There are no lines to be learned and the members of the cast will extend beyond the “same old same old” set of champions. As we Shift Right new voices from India, Singapore, Philippines etc. will join the dialogue. To this end keep an eye on the folk at HCL.

My related posts:

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

ServiceNow NowForum with presentations from CEO Frank Slootman and CTO Fred Luddy. LINK

Gartner Says Get Gamification working for you LINK

Gartner research note sets out how the Cloud Services Brokerage market will grow LINK

Are you invited to join the Google Helpouts marketplace?  LINK

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Forrester’s “Forrsights”

It is important to keep up with the latest research and predictions from the leading analysts.  With this in mind I have selected three contributions from Forrester.

  • There is a growing expectation gap between IT and the consumer
  • Key forces and challenges are driving the need to Transform IT 
  • The need for speed is accelerating – and IT isn’t keeping up

Matt Brown – Vice President serving CIOs

What we are witnessing is a growing expectations gap where consumer technology markets are moving so fast that IT is having a hard time keeping up.

Work is getting separated from place with more and more remote work.

Eveline Oehrlich (Hubbert) – BrightTalk webinar 31 May

+1 617-613-8803  –  eoehrlich@forrester.com  –  Blog: blogs.forrester.com/eveline_oehrlich

 Transform Your IT Organization With Process-Based Service Management

LINK to Webinar.  It is straightforward to register

My thanks to Eveline for sharing her presentation materials with me

There are three sets of forces shaping business demand

  1. Business Ready, Self Service Technologies are on the rise
  2. The number of empowered self-sufficient, tech-savvy workers is rising
  3. The Business Environment will be radically more complex

Key Challenges

  • An increasing IT capability gap
  • Technology tribes
  • Engineer-to-order
  • Lack of control with what processes and tools they work
  • Pace of change/complexity
  • Only 4% said that Business and IT were fused together

 These challenges require a shift to a modern IT (process based)

  1. A “changed” IT organization
  2. An effective understanding of key business services and how IT supports them
  3. Managing the IT supply chain as a service catalyst
  4. Adoption of best practice framework(s) 

 Recommendations

  1. Think service from the outside in.  Is your service desk a service catalyst?
  2. Look at how you work with your Development Team – what is the communication, how could that be improved?
  3. Evaluate your change management process end-to-end.  Is there an opportunity for improvement?
  4. Reboot Service Management

 The stand out quote for me was – “ITIL is not a religion, don’t be a religious fan”

Sharyn Leaver – Vice President serving EA Professionals

It is easy to register to Forrsights – here is the LINK

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Journey from IT to Empowered Business Technology

The Brightalk folks organised another set of super Wednesday webinars.

The subject that caught my eye was entitled “The new normal for IT Management” and was presented by Forrester analyst Eveline Oehrlich.

Here is the LINK but please note that you may have to register in order to view the webinar.

The key messages that I took away from her presentation were as follows:

Clients are buckling up on IT Consulting spend which is down from 11% last year to 6%

The Business is bypassing IT and building their own Shadow IT capabilities.

Shadow IT is the BYOD [Bring Your Own Device], on demand software applications and customised services that sit outside the control of the traditional IT organization.

This means that collaboration between the Business and internal / external service providers is critical to success.

We are on a journey from IT to empowered Business Technology innovation.

What is Empowered Business Technology?

The empowered era has brought about a paradigm shift for IT organizations. Employees and customers are no longer relying on IT to provision and manage technology. They are using social, mobile, cloud, and video technologies to bypass IT.

Forrester believes that these changes bring a unique opportunity for CIOs to step up and transform their IT organizations into influential and critical business partners. The voyage will not be easy for many CIOs, and it will require a completely different mindset, organizational competency, governance model, and sourcing strategy.

How CIOs can enable an empowered Business

Forrester sees three forces reshaping IT by 2020: the explosion of business-ready, self-service technologies; the growing influence of a tech-savvy, self-sufficient workforce; and a radically new business market shaped by emerging economies that will soon dwarf the established ones. These may not sound like IT concerns, but they will profoundly affect how IT is viewed.

In the past, when new waves of technology swept into our businesses-beginning with PCs in the 1980s and continuing to today’s self-service technologies-the reaction has been a pendulum swinging between centralized, industrialized IT and decentralized, embedded IT.

Businesses must move to a model we call Empowered Business Technology (BT), which embeds enabling technology innovation into the business while providing just enough centralized coordination and oversight to meet enterprise wide goals and control costs.

Empowered BT lets businesses pursue opportunities with grassroots solutions while still balancing enterprise concerns.

Key to success is the interplay between four new meta-roles:

  • Visionaries, who look for new tech-enabled business opportunities;
  • Consultants, who provide on-demand expertise to turn these ideas into reality;
  • Integrators, who connect innovative solutions to each other and to core systems; and
  • Sustainability experts, who ensure solutions are scalable and sustainable in the enterprise.

These roles are combined with a new operating model based on guidelines, mentoring and inspection. Each business organization will fill these roles in their unique way.

What does this mean to CIOs?

First, work with your business colleagues to determine how radical a change your company envisions so you know what priority to place on transforming IT. Then work with the innovators in your company to craft a firm-specific vision and begin working toward it. To do this right, IT needs to embrace business ownership of technology decisions. As CIO, you should be poised to help your company profit from the massive change that’s afoot in the business climate.

Alex Cullen and James Staten are vice presidents at Forrester Research.

Beyond alignment a road map for business centric CIOs

by Nigel Fenwick with Khalid Kark, Lauren Blackburn

Extracts from the Full Article

Forrester characterizes the change in how CIOs must think about the emerging role of IT as part of the customer-value ecosystem as a move toward “empowered business technology.”

CIOs have successfully implemented any one or more of a wide range of frameworks, methodologies, and practices such as ITIL, COBIT, ISO 17799, CMM, PRINCE, MSP, PMBOK, Balanced Scorecard, and Six Sigma.

Yet despite all of these frameworks to run IT (or in some cases perhaps because of them), business units within our organizations continue to feel that IT cannot respond fast enough to needs of the business.

EMPOWERED BUSINESS TECHNOLOGY WILL RADICALLY CHANGE THE CURRENT IT ORGANIZATIONAL MAKEUP

The successful CIO in the age of the customer will possess equal measures of business competency and technical understanding; will be a skilled communicator and a passionate leader, equally comfortable meeting customers and executives; and will be obsessed about customers. For tomorrow’s CIOs, an MBA will provide a stronger educational foundation than a degree in computer sciences.

And not all of today’s IT employees will feel comfortable moving toward empowered BT. Some roles, like business relationship managers, will evolve into more pivotal roles for IT’s success, while others, such as application development and operations have already started moving out of IT. While IT will still develop applications within an empowered BT environment, and operations will still maintain server farms and networks, more and more of these roles will shift toward vendor-provided solutions and services.

So what is my take on the journey from IT to Empowered Business Technology.

If you look back to any Investment Banking Trading Floor a few years ago you will have found a myriad of very high specification personal computer hardware sitting under peoples desks.  These configurations allowed the analyst to have full access and control of their custom applications and data.

About 5 years ago Hedge Funds needed more raw compute power for their Algo / Quants Trading so the Business would order in more blade servers and storage required to gain a competetive edge.  The IT folks would only find out about the new kit when it arrived on-site.

These are but two examples of old school “Shadow IT”.

What is different about the new normal is that the Business can now purchase and consume complete end to end solutions.  For example Salesforce CRM or Workday “Software-as-a-Service”.  This means that the portfolio of services that IT provide is being eroded and there is a real risk that IT will be left running legacy applications (Keep the Lights On / Keep the Show On the Road}

I definitely agree that the Business Relationship Manager or Business Partner role is a pivotal one.  The role is described in the ITIL 2011 Edition Service Strategy Core Volume.  

Going forward all IT organisations will need the BRM to sit at the intersection between Business and Technology.  This means that the BRM must be involved in Investment decisions and the prioritisation of Business projects.  Please note that there is no such thing as an IT project there are Business projects with Technology components.    

The immediate challenge we face in making the journey from IT to empowered business technology is to define, agree and implement just enough centralised co-ordination and governance oversight.  

I recommend that you look to COBIT5 for guidance on how to define Enterprise and IT related goals in order to stay relevant. Link to the Reference Guide.

Finally let’s hear what Forrester has to say about the age of the customer and the need to focus on customer facing processes / customer data.

Sharyn Leaver spends much of her time advising CIOs and firmly believes that the CIO can drive innovation because they are able to take a cross functional view

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COBIT 5 is now approaching the finish line

 

Robert E Stroud

 

00:40 – Drive Business value and Business success

01:17 – Technology is at the centre of everything we do

02:05 – COBIT 5 helps organisations drive Business value

  

 

COBIT 5 Executive Summary 

Dr. Derek J. Oliver  (co-chair COBIT 5 Task Force at ISACA)

Summary powered by Brightalk 

COBIT 5 provides a comprehensive framework that assists enterprises to achieve their goals and deliver value through effective governance and management of enterprise IT.

 

The new processes definitions of COBIT 5 are based on the principles in ISO 38500 and the ISO 15504 Process Capability Assessment Model.

Rob England states that COBIT 5 is muddying governance and management.

I recommend that you read the responses made  by Peter Hill to this blog post

Far from muddying the water the COBIT 5 framework makes a clear distinction between governance and management.  COBIT 5 is based on five high level principles and Principle 5 is about the separation of  Governance from Management. 

Governance ensures that enterprise objectives are achieved by evaluating stakeholder needs, conditions and options; setting direction through prioritisation and decision making; and monitoring performance, compliance and progress against agreed direction and objectives [EDM]

Management plans, builds, runs and monitors activities in alignment with the direction set by the governance body to achieve the enterprise objectives [PBRM]

 

Overview of COBIT 5 Public Exposure Commentary

The COBIT 5 Development Team has digested all of the feedback from the public exposure and has been working diligently to incorporate the significant observations.

The completion of the Framework and Process Reference Guide are on schedule and both will be published in March or April 2012, along with COBIT 5:

The Implementation Guide, which is intended to assist stakeholders in implementing COBIT 5 for governance and management of enterprise information and technology assets.

 

The COBIT 5 Implementation Guide is being finalised for release in March.

There are seven phases in the implementation lifecycle which describe how to establish an approach to deliver a sustainable set of governance and management processes for the enterprise.

Phase 1 starts with recognising and agreeing to the need for an implementation or improvement initiative

Phase 2 is focused on defining the scope of the implementation or improvement initiative using COBIT’s mapping of enterprise goals to IT‐related goals to the associated IT processes.

During phase 3, an improvement target is set, followed by a more detailed analysis leveraging COBIT’s guidance to identify gaps and potential solutions.

Phase 4 plans practical solutions by defining projects supported by justifiable business cases.

 The proposed solutions are implemented into day‐to‐day practices in phase 5.

Phase 6 focuses on the sustainable operation of the new or improved enablers and the monitoring of the achievement of expected benefits.

 During phase 7, the overall success of the initiative is reviewed.

 

A practical COBIT 5 and IT governance seminar is scheduled for London (23rd Feb) this seminar provide delegates with an understanding of COBIT 5, how to implement IT governance and management processes, measure capability and manage performance.

 

In my experience the implementation of a governance framework enables strategic decision making and ensures IS investments are optimized, aligned with business strategy, and deliver required value within acceptable risk boundaries.

The governance framework sets out the hierarchy of forums that should be in place to allow IS leadership to monitor, measure and drive IS alignment to business priorities.

Decision making in the governance hierarchy takes place at the right level – i.e. empower people

The new COBIT 5 governance processes [Evaluate, Direct,  Monitor] provide guidance on how to define and deliver Business value for identified stakeholders.

The role of IT is to serve the Business and the guidance provided in COBIT5 will help internal / external Service Providers take an Outside In approach. 

This can be achieved by aligning Governance objectives and mapping Enterprise related goals with IT related goals.

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