itSMF Hong Kong Chapter Annual Conference 2008 - Mr.Keith Aldis...1 itSMF International The IT...

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itSMF InternationalThe IT Service Management Forum

itSMFHong Kong Chapter

Annual Conference 2008

“The new Era of ITSM”

Keith AldisChief Executive & Company Secretary

itSMF International

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itSMFHong Kong Chapter

There are 2 x parts to my presentation

1. itSMF International

2. ITIL v 3

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itSMFInternational

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We are all part of a fully serviced community of like-

minded people?

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Who am I?

Keith Aldis…

• The CEO of the itSMF-UK

• The Company Secretary and CEO for itSMF-International

• An engineer, teacher, trainer and customer relations specialist

• Trained in IR and Business Development

• 30 years in the “people” business

• Written Standards for construction, energy and service management qualifications

• Change management & leadership driver

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What is theWhat is the ititSMFSMF??

Purpose…

To develop and promote “best practice” and standards in IT Service Management to enable organisations to deliver efficient & effective IT services.

Through…

Thought leadership & contributions, conferences, seminars, workshops, websites, magazines, white papers, research - that enable the sharing of knowledge and experience.

• A “Not for profit/Not for dividend” organisation

• All surpluses ploughed back into the organisation

• It is both a user forum and a trade association

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Why Why itSMF?

The clue is in the title…

We need to advocate the need for quality IT services in business

itSMF is a platform (a forum!) to…

Share knowledge and current best practices

Promote exemplar service management processes and…

Develop and measure quality service delivery through…

• ITILv3 (and others MOF, PRINCE2, COBIT, eTOMetc??)

• ISO/IEC 20000, 9002 and others

• Approved training and qualifications (& competence measurement?)

The itSMF community does this.

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What is the community?What is the community?

• People who are engaged in Service Management who use a toolcalled IT. Some figures;

• There are some 100,000 IT Service Managers in the UK

• There are possibly 25m Globally

• Some companies have large communities within them – for example,

• Fujitsu UK – 3,000 ITSMs

• CA Globally - 21,000 ITSMs

• IBM Globally - 30,000 ITSMs

• Almost every operation has someone doing “IT”

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ititSMFSMF HistoryHistory

Started in UK in 1991 – run by volunteers

• First ‘overseas’ chapter (Netherlands) in 1994/5

• UK General Manager appointed in 1998

• itSMF International created in 2004

• Now 47 chapters and growing…

• UK Chapter alone has 23 staffand £3.5m+ turnover

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Outreach, Branches, Regions, Chapters and ITSMF Advocates

Board & Committees

Finance

CEO

External supporters

& funders

OGC a

nd In

dustr

y

Regu

lation

s &

Quality

Con

trol

Services to members – IT Service Managers

Administration

What is my job? CEO = “Chief Enabling Officer”

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We hold these “Core Values”….

Provide Value to membersEnhance itSMF’s Reputation

Do it through Teamwork

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“None of us, is as smart as all of us’’

IT “hero” culture is out!

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The UK Chapter structure – we lend our staff to itSMFI

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Chairman: Sharon Taylor – Governance Policy & Accountability

Directors: Alexander Kist – Intellectual Property & Brand ManagementColin Rudd – Professional Qualifications & CertificationPaul Martini – Publishing & Best Practice ManagementPeter Brooks – Marketing & Business DevelopmentRobert Stroud – Audit, Compliance & StandardsKen Wendle – Chapter & Member Services

Keith Aldis - Company Secretary

The new Board has taken take up office from 1st January 2008 for two years.

And now have new portfolios from 28th January 2008

Directors are not representational (i.e. they are not elected to represent Chapters nor (now) nominated by Chapters (as at 31st October)) but there to contribute to the Business as experts in ITSM.

Held its first meeting by teleconference on 14th January

ititSMF SMF International International -- New Board from January 2008New Board from January 2008

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Chapter n

Chapter 1

Chapter 1

Chapter 1

Chapter 1

Chapter 1

Chapter 1

Chapter 1

Full International Board

(Chapter Representatives)

IPESC

Chapter 1

CEO, Co. Sec. & Office

Executive Board

Quals & Certs

Publishing & Best Practice

Marketing & Business Development

Governance, Policy & Accountability

Audit, Compliance & Standards

Chapter & Member Services

IQ&C

ititSMF SMF International International -- NewNew StructureStructure

IComms?

CAC?

Full Board?

Intellectual Property & Brand Management

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Business Area Income £(000s)

Expenditure £(000s)

Central General 175.6 146.0 Secretariat 0 117.0 Bank Interest 3.0 0 Portfolio Events 185.0 180.0 Publications 250.0 155.0 Qualifications & Certification 480.0 168.0 Marketing & Communications 0 70.0 Commercial & Business Development 0 40.0 Chapter Services 0 20.0

Total 1,093.6 896.0

Surplus/loss 197.6

ititSMF SMF International International -- Draft Budget for 2008/9Draft Budget for 2008/9

* Includes proposed grant payment to Chapters of £120k in April 2009 and new staffing for itSMFI

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Portfolio Restructuring• Need for a re-appraisal of portfolios by Directors (Done)• No. of Chapter meetings to increase? (Being considered)

International Staffing • Based upon their Operational budget = £1m• Hosted in UK but wholly independent from UK Chapter• New General Manager from April 2008?• New Business Development Manager?• New Accounts Clerk & Web Support?• New Chief Editor (Chief Librarian?) immediately!

Customer Survey• To be delivered next year to the Chapter Representatives – will tell us what to deliver,

to whom, when & where

Global Employment & Skills Survey• Current state of ITSM “industry”• Formal definition of the industry

Continued development and Support to expansion of the Institute of IT Service Management (ISM)

• Future Independence – Financial & Legal?

Licensing of itSMF brand and trademark• to itSMFI & Chapters – licence drafted up & “free”• Guidelines on its use

Some things to come Some things to come possibly in 2008/9?possibly in 2008/9?……

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itSMF InternationalThe IT Service Management Forum47 chapters in 6 continents; 23 active prospective chapters for 2008

ititSMFSMF Today Today after 2 years of planned expansion! after 2 years of planned expansion! –– from 8 Chapters tofrom 8 Chapters to……

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New for 2008! New for 2008! –– www.itsmfiwww.itsmfi--forum.orgforum.org……

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HereHere’’s a first look at the new s a first look at the new ititSMFSMFII websitewebsite…… (Available from March 2008)(Available from March 2008)

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IT Service Management

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“By 2008, “ITIL Compliance”

will be a buying criteria in 75% of relevant IT sourcing decisions.”

That’s Now!

Source – Gartner Inc, G00136652, January 5th 2006.

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Consider this also…

• 70% of CEOs say their CIOs are judged by their ability to support company-wide business strategy

• If the CIO and his staff do not know what the wider business is about, then they will be replaced!

• 40% of companies do not measure business value of IT

• If so, what then, do they think that IT is there for?

• Only 40% of companies conduct ROI assessments on IT

• Why spend on IT then?

• ROI has become the basis for all future IT investment • That’s the key to unlocking our industry – Show that IT

affects the bottom line!

• How prepared are you?

• 70% of CEOs say their CIOs are judged by their ability to support company-wide business strategy

• If the CIO and his staff do not know what the wider business is about, then they will be replaced!

• 40% of companies do not measure business value of IT

• If so, what then, do they think that IT is there for?

• Only 40% of companies conduct ROI assessments on IT

• Why spend on IT then?

• ROI has become the basis for all future IT investment • That’s the key to unlocking our industry – Show that IT

affects the bottom line!

• How prepared are you?

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ITIL – the background

Service DeskIncident ManagementProblem ManagementChange ManagementConfiguration ManagementRelease Management

Service Level ManagementCapacity ManagementAvailability ManagementFinancial ManagementIT Service Continuity

Also:Software Asset ManagementBus. Perspective (2)

Planning to Implement Service Management

ServiceSupport

ServiceDelivery

The

Business

The Business

Perspective

Application Management

ICTInfrastructureManagement

The

Technology

Security Management

ITIL® is a registered trademark of OGC

Version 2

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ITIL V3 – now structured along basic Lifecycle Management principles – this is nothing new!

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• Building on a great practice base

• Enabling integration with business process

• Managing services from cradle to grave

• Removing process silos

• Reflecting public feedback for holistic lifecycle focus

This is how business has worked for the last 10 years to my certain knowledge

Why the lifecycle?

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Simple Lifecycle Management is about…

Planning- Start!• 1. Service Design • 4. Service Strategy

Doing – Middle!• 2. Service Transition • 3. Service Operation

Reviewing – End!• 4. Service Strategy (again)• 5. Continual Service Improvement

It’s a simple natural “organic” process used at every stage

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We have a fantastic collection of “Core” books and processes for

reference

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And these are in development & print

We have a potential for and enormous list of “Complementary” publications &

Services• Official Introduction to the ITIL Lifecycle

• Key Element Guides • Pocket guide to ITIL• Foundation Study Guide• ITIL for Executives• Outsourcing Expertise• Scalable Adaptation• ITIL for specific sectors

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New Friendly ITIL…

Is this a new dawn?

Do we forget what’s gone on in the past?

It’s the start of a new enhanced phase…

… that will drive ITSM forward

Everything that has happened before, is still valid…

…With the addition of a Business/Customer focus

ITIL still guidelines – not a mandate there are others too!

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The change with respect to qualifications

New ITIL – new exams.

Credit for everything that’s gone before…

June - saw the new Foundation Course & Exam

• Foundation v3• Upgrade from v2• Manager & Practitioner routes• Management Diploma

Will version 3 impact the training market?

Too right!

And it will impact on delivery of service as well!

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The situation today

Foundation Launched June 07

Foundation Bridge Launched Sep 07

Manager’s Bridge Scheduled Jan 08

Lifecycle modules Syllabus awaiting approval

Capability clusters Syllabus awaiting approval

Managing across the Lifecycle In development

Advanced SM In development

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ITIL®ITIL ® Qualification & Certification scheme

ITIL

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The Core radiates knowledge,

The Complement builds upon it,

The ITSM community breathes life into it.

When we invest in the future…

We create it!

ITIL & ITSM for our future

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www.itsmf.co.ukwww.itsmfi.comwww.itsmfi.orgwww.iosm.com

Keith [email protected]

+44 (0)118 918 6500

Talk to us!

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itSMF Hong Kong Chapter Annual Conference 2008 - Mr.Keith Aldis...1 itSMF International The IT...

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