Presentation on 2-speed ITSM from itSMF conference 2014. Looks at futures vs basics in terms of ITSM and also new IT skills needed

1. Moving Forward going back
to basics:
2-speed ITSM
Barclay Rae
10th November 2014

2. Agenda
• 2 –Speed ITSM?
• What are practitioners, CIOs, IT Customers saying?
• Back to basics
• Moving Forward
• Summary

3. 2 speed ITSM?
There is a real dichotomy between futurist scenarios and
the day-to-day realities of real ITSM practitioners…

4. What are practitioners saying?
We need practical help – often with basic ITSM stuff
We need to be doing work that's relevant for the business
How do we engage?
Where do we start?
How do we react to the new challenges and 'messages'
from the industry?

5. What are CIOs saying?
• How can we be ‘easy to do business with?’
• How to show value back for what we do
• Get the e2e processes across lifecycles integrated seamlessly
• Service Catalog – need to implement
• Trusting the data produced by ITSM processes and Tools
• Are our metrics set right…?
• How to develop agile development and lean into ITIL framework
• Get higher efficiency via automation

6. What are IT Customers saying?
 Too much senior focus on technical detail and
components
 Defensive, over protective ‘old IT’ approach
 Lack of relationship – need to get out and talk/listen
more
 Poor communications across management and
teams
 Lack of valuable Management Information – or clear
targets/service criteria to measure

7. Back to basics

8. ITSM Landscape
Service
Desk
IT
Department
Customers
Problem
Reporting
/Metrics
Knowledge
User
View
IT/Tech
View
Business
View
Change
Incident
Problem
Service Desk
ITSM engine
Service
Catalogue
CSI

9. 9

10. Moving Forward

12. Service Desk Triangle
12
Service
Desk
IT
Department
Customers

13. Service Desk Triangle
13
Google
Twitter
BYO ..
Mobile
Gamification
Cloud
Service
Desk
IT
Department
Customers
Auto
provision
Self Service

14. Metric What Threshold Weighting
Telephony ABR/AHT/ATR ABR<5%
AHT<5 min
ATR<2 min
20%
Incident logging SLA Key apps – HR +
Payroll apps+ Email
99.8% Service
Hours
20%
Incident resolution SLA Weekly review Target 90% 20%
Agent efficiency Weekly review Target 90% 10%
Customer satisfaction Month end billing 100%
availability
20%
Efficiency/scheduling Internal metrics % targets 10%
98%
Service Desk bundle

15. Metric What Threshold Weighting
SLA Incident/fix =None per
week
30%
Availability Key apps – HR +
Payroll apps+ Email
99.8% Service
Hours
20%
Customer Satisfaction Weekly review Target 90% 10%
NPS/KCI Weekly review Target 90% 10%
Key Metric – Moment
of truth
Month end billing 100%
availability
30%
CUSTOMER - SERVICE B
98%
Customer Reporting bundle

16. • Specialist technical skills
• Organisational change and people development
• Key business knowledge/skills
• Contract and supplier management
• Supply and demand management
• Marketing and communications
• Relationship management
• Contract negotiation
New IT Skills

17. Why this 2 speed industry?
• Varying levels of focus and maturity – organisations and
leadership
• Real differences in focus – sector/size
• Post ITIL-hype world
• ITIL world still going
• New ideas given wide and fast coverage
• People do make choices
• There are real changes

18. Back 2 basics moving forward
There is a gap and the world is changing fast
We can’t ignore change and new ways of working
We survive, do what we need to do, sometimes get lucky
We need to focus on what’s important
We also need to do the basic stuff properly
Engage with our customers and keep current..!

19. Thank you for
listening!
barclayrae.com
ITSMGoodness.com
#itsmgoodness
@barclayrae
bjr@barclayrae.com

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