Create, innovate, get out of the cave

Patrick Bolger

Chief Evangelist

Agenda

• Technology and revolution

• Three generations of corporate IT strategy

– 1990’s

– 2000’s

– 2010’s

• The decade of best practice

• Where are we now?

• Create, innovate, get out of the cave

• Next generation service management

• The end game for corporate IT strategy

• The right focus

• Q&A

Children of the revolution

Provider and consumer focus evolve alongside the technology

Build Stabilise Optimise

Acquire Service Cost

Provider

Consumer

1990’s Corporate IT Strategy

Generation One: Technology

• Customers

– Interactions (B2C) are in-person, by phone, by fax, by mail

– Little (B2B) IT based interactions

• Corporate IT Strategy

– Enterprises plan and invest in IT in isolation

– Improve efficiency and productivity of back office

– Executives not overly concerned with IT costs

• Internal IT

– Designs and operates all enterprise technology

– Sources and maintains IT hardware

– Used only by employees

Source: Chris Potts – The four generations of corporate IT strategy http://www.dominicbarrow.com

2000’s Corporate IT Strategy

Generation Two: Efficient IT Delivery

• Customers

– B2B and B2C increasingly dependency on technology

– Employees technology savvy and more demanding

• Corporate IT Strategy

– Boardroom perception of IT-as-a-cost (Y2K, dotcom bubble)

– Licenses & services costs appear on spreadsheets

– Executives must trust the IT they pay for exists and is worth the cost

– Executives constrain costs, demand efficiency & evidence of value

– CIOs focus on managing IT costs

• Internal IT

– More demand than resources and time available

– Starts to define and price services

– Focus on efficient delivery of IT services

Source: Chris Potts – The four generations of corporate IT strategy http://www.dominicbarrow.com

2000-2010 The Decade of Best Practice

• Quite often misunderstood...

ITIL® ITSM The implementation and

management of quality IT

Services that meet the needs

of the business

A set of best-practice

publications for IT service

management. …ITIL® gives

guidance on the provision of

quality IT services and the

processes, functions and

other capabilities needed to

support them.

Source: http://www.itil-officialsite.com/InternationalActivities/ITILGlossaries_2.aspx

Typical Request For Proposal (RFP)

What really gets deployed

Source: ITIL: State of the nation – Hornbill 2010

The Outside-In, Inside-Out Continuum

Traditional ITSM approach

targets this part!

Source: Service Management 101 – http://www.servicemanagement101.com

For the times they are a-changing

• Cloud Computing estimated at $ 41bn in 2011

• Predicted to grow to $120-150bn by 2014

• 94% of organizations planning to allow staff to

bring their own devices to work in 2013

• Enterprise collaboration will double in 2013

• 20% of business users will replace email for

interpersonal communications by 2014

¹Source: http://www.computerweekly.com/Articles/2011/09/20/247938/Bring-your-own-devices-to-work-is-the-future-of-desktop.htm

²Source: Frost & Sullivan Enterprise Social Media and Collaboration Report 2011 3Source: Gartner Five Social Software Predictions for 2010 and Beyond

The consumer service experience

Service – When, where and how I want it

Home vs. Office

Where are we now?

1st Generation

Technology

2nd Generation

Efficient IT

Delivery

3rd Generation

Productively

exploiting

technologies

4th Generation

?????

IT shops are

here

Businesses

are here

The end

game

2010’s Corporate IT Strategy

Generation Three: Creating Value by productively exploiting technologies

• Customers

– Consumerisation sets new expectations

– IT comes from their budgets (or they get it free)

– Peer-to-peer and community support

• Corporate IT Strategy

– Spending on internal IT is less (strategically) important as the market evolves

– More efficient IT delivery is not creating NEW business value

– NEW value requires a focus on your company’s customers

– People (and what they do with technology)

– The days of thinking about IT and business separately are over

• Internal IT

– Still focused on internal use of IT and efficient delivery

– A generation behind the market

– Re-focus on mission critical activities and business goals

– Integrate with mainstream business management (not a separate subject)

Source: Chris Potts – The four generations of corporate IT strategy http://www.dominicbarrow.com

Conflicting agendas

Individuals &

Interactions

Process

& Tools

Working

Software

Comprehensive

Documentation

Customer

Collaboration

Contract

Negotiation

Agility &

Change

Following a

Plan

OVER OVER OVER OVER

INNOVATION

OPERATION

Austerity and adversity

Making IT happen

Hill Dickinson

IT Team of the Year

Southend-on-Sea

Council of the Year

Angela Wint

itSMF Service Management

Champion of the Year

Create, innovate, get out of the cave

CIO’s need to empower IT

Get out of the cave

• Go on a service safari – Get IT/Service Desk staff spend a day with different business units

– Watch, listen and learn

– Understand how technology impacts their day-to-day business function

• IT/SD staff can present findings to their IT colleagues – Ask them to suggest one change IT could make to improve their daily work

– Little things can have a big impact

• A complaint is a gift

– Make it easier to leave feedback

– Call every customer that leaves negative feedback

– Create a Continual Improvement Program

– Make staff responsible for improvement actions

– Publish improvement activities

• Get serious about your Service Experience

Tailor the service experience

Create and Innovate

• Produce videos for your top 5 incidents, share on Vimeo / YouTube

and publish to self-service

• Understand demand for BYOD

– Encourage registration of personal devices

– Produce self-service content (top 5 iPad/iPhone issues)

– Ask which apps are used for business purposes

• Hold an IT open day (bribe with sandwiches/cakes)

• Start a podcast & invite business units to discuss their challenges

• Monitor social channels for discussions about your company

• Consider support via social channels

From Detractors to Supporters

Next generation service management

“We live in a service society, where our experiences using products and

services, and interacting with the businesses delivering and supporting

those services, shapes our view of value, defines our levels of

satisfaction, and acts as the basis for loyalty and advocacy. The

universal service management principles and concepts remind us to

think and act customer first.”

Ian Clayton, Author, USMBOK

Service Experience Design

Ian Clayton, Service Experience Design Workshop https://www.servicemanagement101.net/pages/university-sed-workshop

The end game for corporate IT strategy

Source: Chris Potts – The four generations of corporate IT strategy http://www.dominicbarrow.com

I told you

I was ill

Rumours of

my death

have been

greatly

exaggerated

The End Game for Corporate IT Strategy

Generation Four: IT becomes Investment in Change

• Corporate IT Strategy

– About the value and costs of investing in change

– How well is the Enterprise achieving its goals from the

investments it makes?

– Two distinct components (Operations/Investing in change)

• Tough conflict of interests for any CIO

– Different leadership mindset, skills and measures of success

Source: Chris Potts – The four generations of corporate IT strategy http://www.dominicbarrow.com

Change is the only constant

ExcITing times

The right focus

What your

customers

say about

you

What their

customers

say about

them

Useful Resources

Read

• USMBOK - http://www.usmbok.org/

• Four generations of corporate IT strategy - http://www.dominicbarrow.com

• Quantum age of IT - http://www.thequantumageofit.com/

Listen

• ITSM Podcasts - http://www.servicesphere.com/podcasts/

Share

• BACK2ITSM - http://www.facebook.com/groups/back2itsm/

Join

• SDI - http://www.sdi-europe.com/

• itSMF - http://www.itsmf.co.uk/

Thanks for listening

Patrick Bolger Chief Evangelist

patrick.bolger@hornbill.com

@patb0512

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