Mark Smalley, IT Paradigmologist @marksmalley & mark ... T-Shaped ASL BiSL v02x.pdf · 1 June 2013...
Transcript of Mark Smalley, IT Paradigmologist @marksmalley & mark ... T-Shaped ASL BiSL v02x.pdf · 1 June 2013...
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1 June 2013
Become a valuable T-shaped professional with ASL & BiSLwith ASL & BiSL
Mark Smalley, IT Paradigmologist
@marksmalley &mark smalley@aslbislfoundation org
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AgendaAgenda
● Context of IT Management, including trends● Successful trio of frameworks: ● BiSL® for ‘business information management’● ASL2® for application management● ITIL® for IT infrastructure management & ITSM
● Overview of ASL2®● Overview of BiSL® ● Overview of BiSL® ● Additional information resources
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM2
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Questions& t& comments
● Please send your questions and t d i th t ticomments during the presentation
● After each of the 3 major sections there will be time to address these
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM3
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IT ParadigmologistIT Paradigmologist)
S ll IT
ss (%
Smalley.IT
ppin
es Paradig
Hap
gmologiist
itSMF Singapore 2013 Annual Conference - Value of ITSM4
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Big IT PictureBig IT Picture
ITUser Demand ITOrg
User Org
Demand
gg
SupplyUse Info
pp y
Syst
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Big IT PictureBig IT PictureQuality of dialogue and
l ti hi
ITUser Demand
relationshipB&IT?Demonstrate
governanceDelivering(innovative)IT
OrgUser Org
Demandgovernanceof I&T?
(innovative)value?gg
SupplyUse Info
IS beingused well
h?
IT changingIS quickly
h?pp y
SystFunctionality?Performance?
enough? enough?
Security?6
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Big IT PictureBig IT Picture
ITUser Demand ITOrg
User Org
Demand
gg
SupplyUseInfo
SupplyUse Syst
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Information S tSystems
Information & TechnologyDataSoftware
WisdomKnowledge Information & Technology Software
HardwareInformationData A
Info
Applic
Infras
Syst
cationstructu
8
sure
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Information & T h lTechnology
Information & TechnologyDataSoftware
WisdomKnowledge
A
Information & Technologyare Business Assets
th t l l i t t i d
SoftwareHardwareInformation
Data Applic
Infras
that are closely intertwinedbut have different characteristics cation
structu
and need to be managed in their own right
sure
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Application ‘objects’t b dto be managed
The application &ppit’s implementation &
it’s useit s use
InfoSyst
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OrganizationsOrganizations
ITUser ITOrg
User Org gg
Values & Goals & StrategyValues & Goals & StrategyPeople & Knowledge & Skills
Processes & ActivitiesProcesses & ActivitiesRoles & Responsibilities
R l ti hi & A tRelationships & Agreements11
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ResponsibilitiesResponsibilities
ITUser ITOrg
User Org gg
DataWisdom
Information & TechnologyDataSoftwareHardware
KnowledgeInformation HardwareData
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ResponsibilitiesResponsibilities
ITUser ITOrg
User Org gg
S l f IT iD d f d Supply of IT servicesCommunication of
b fit t d i k
Demand for and use of information and
t h l benefits, costs and riskstechnology
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ResponsibilitiesResponsibilities
S l f IT iD d f d Supply of IT servicesCommunication of
b fit t d i k
Demand for and use of information and
t h l benefits, costs and riskstechnology
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IT Strategy
IT SupplyBusinessBus. Info. Mgmtincl. IT Demand Mgmt
BusinessStrategy Information
Strategy
IT Strategy
ApplicationStrategy
ServiceStrategyStrategy Strategy Strategy
BiSL ASL ITIL
Business Functionality
IT Projects & Releases
Application ServiceProjects
Functionality Management
ppMaintenance & Renewal
Design & Transition
IT Operations
BiSL ASL ITIL
BusinessOperations
UsageManagement
ApplicationSupport
ServiceOperation
IT Services15
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B I f M tBus.Info.Mgmt
“The means by which an organization efficiently plans, collects, organizes, uses, controls, disseminates and disposes of its , p
information, and through which it ensures that the value of that information is identifiedthe value of that information is identified
and exploited to the fullest extent.”
Queensland Government Information Management Policy Definitions December 2009 version 1 0 1Definitions, December 2009, version 1.0.1
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B I f M tBus.Info.Mgmt
“A corporate responsibility that needs to be addressed and followed from the most senior levels of management to the front line worker.g
Organizations must be held and must hold their l t bl t [ ] [ ]employees accountable to […] manage […]
information appropriately and responsibly.”
Association for Information and Image Management (AIIM) What is Information Management?
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D fi iti f BIMDefinitions of BIM
About exploiting valueCorporate responsibility
Technology is not mentioned, b t t h l i l hbut technological progress has
fuelled the information revolution
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Symptomsf BIMof poor BIM
Wrong interpretation bad decision-makingTime wasted using information systems
IT budget wasted on wrong thingsIT budget wasted on wrong thingsDelayed business projectsCompetitive disadvantage
Compliance issuesCompliance issues
Business not in controlBusiness not in control19
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ITUser Demand ITOrg
User Org
Demand
gg
SupplyConsumptionInfo
pp yp
Syst
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Demand ITSM Architecture Project Internal SecurityDemand& Use
ITSM(supply)
Architecture ProjectManagement
InternalControl
SecurityEGIT
COBIT 5 vs BiSL
Relationship: nisation
ategy
mation
dina
tion
mation
ategy
agem
ent
cesses
nagemen
t
necting
cesses
tion
ality
gemen
t
px = weak
xxxx = strong I‐orga
str a
Infor
coord
Infor
str a
Man
aproc
Use m
an
Conn
proc
Funct
man
a
EDM E l t Di t d M it x xEDM Evaluate, Direct and Monitor x x xAPO Align, Plan and Organise x xx xxxBAI Build, Acquire and Implement xx x xx xxxxDSS Deliver Service and Support xx
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DSS Deliver, Service and Support xxMEA Monitor, Evaluate and Assess
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TraditionalTraditional IT value chain
EnterpriseEnterprise
Bus.ITExt.IT serv CustomerManuf.
dept.dept.IT servprov CitizenIT comp.
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DisruptiveDisruptivepower shiftp
Enterprise
Bus.Ext.IT serv CustomerManuf.
Enterprise
dept.IT servprov CitizenIT comp.
ITdept.
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TensionTension
Enterprise
Bus.Ext.IT serv CustomerManuf.
Enterprise
dept.IT servprov CitizenIT comp.
ITdept.
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Capability shiftCapability shift
Enterprise
Ext.IT serv CustomerManuf.
Enterprise
Bus.IT servprov CitizenIT comp. dept.
ITdept
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DisruptedDisruptedITSM Career?
ClassicITSM
EnterpriseEnterprise
Bus.Ext.IT serv CustomerManuf.
dept.IT servprov CitizenIT comp.
ITdept
‘Business‘ITSMITSM’logistics’
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Big IT PictureBig IT Picture
ITUser Demand ITOrg
User Org
Demand
gg
I f Supply
Info &Use pp y&
Tech28
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Questions and t b tcomments about
the introduction?the introduction?
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM29
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ASL2® & BiSL®ASL2® & BiSL®
• Process frameworks; first initiative in 1996• Owned by not-for profit ASL BiSL Foundation (NL)
• Collaboration with other membership org’sp g• Based on industry best practices• Recognized as ITIL complimentary qualifications• Recognized as ITIL complimentary qualifications• ASL ‘adopted’ by NEN and ISO (16350)• Training by accredited training organizations• Certification by APMG; books by Van Haren Publ.
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
y ; y• Most publications and knowledge free of charge30
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ASL2®St t tStatements
• Complexity is growing strongly and IT Services di if iare diversifying
• Specialization and other trends lead to multiple supplier service delivery for customers
• Integration of IT services is becoming the issue g gand depends on clearly defined interfacing
• ASL can be used forASL can be used for • Management of individual ‘service components’ • Integration of multiple service components
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
• Integration of multiple service components31
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“Diversity”Diversity
● Are your information systems heavy-d t t i li ht i ht t ?duty trains or light-weight scooters?
● Do you have appropriate policies, processes and practices for each category?
● Your landscape is hybrid● So build your new citySo build your new city
within the old city
Source: Capgemini 32
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Integrated i d liservice delivery
and ‘service team’and service teamITUser Demand
MgmtS
AMITOrg
User Org
Demand
Users
BIMServTeam
ITIMgg
SupplyUseInfo
SupplyUse Syst
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IT Strategy
IT SupplyBusinessBus. Info. Mgmtincl. IT Demand Mgmt
BusinessStrategy Information
Strategy
IT Strategy
ApplicationStrategy
ServiceStrategyStrategy Strategy Strategy
BiSL ASL ITIL
Business Functionality
IT Projects & Releases
Application ServiceProjects
Functionality Management
ppMaintenance & Renewal
Design & Transition
IT Operations
BiSL ASL ITIL
BusinessOperations
UsageManagement
ApplicationSupport
ServiceOperation
IT Services34
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Levels, perspectives & process clusters
Services Application
Strategicg
Managing
Operational
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Process within clusters
Services Application
Strategicg
Managing
Operational
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Application support
Services Application
Strategicg
Managing Are the applications running and working properly?running and working properly?
Operational
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Application maintenance and renewal
Services Application
Strategicg
Managing How will the applications be modified to suit changing demands?to suit changing demands?
Operational
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Connecting processes
Services Application
Strategicg
Managing How are support, and maintenance and renewal of applications synchronized?renewal of applications synchronized?
Operational
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Management processes
Services Application
StrategicgAre activities performed according to goals, agreements and strategies?
Managing
Operational
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Application strategy
Services Application
Strategicg
Managing How will the application landscape evolve to fulfill long-term needs?evolve to fulfill long-term needs?
Operational
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Application management organization strategy
Services Application
Strategicg
Managing How will application management be positioned and organized in the future?positioned and organized in the future?
Operational
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ASL2® E l b t tiExample best practice
Service level agreementService level agreement
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM43
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ASL & ITILhttp://best-management-practice.com/
Knowledge-Centre/White-Papers
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM44
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Questions and t b tcomments about
ASL2®?ASL2®?
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM45
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BiSL®St t tStatements
• Organizations depend on information systems• Information management is critically important• Essential to be in control of IT outsourcingg• Complex organizations have varied demands –
BIM bridges business and ITBIM bridges business and IT• BIM helps to deal with rapid change in
organizations and their requirementsorganizations and their requirements• Operations and strategy must be linked
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM
• BiSL is a generic framework for BIM46
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IT Strategy
IT SupplyBusinessBus. Info. Mgmtincl. IT Demand Mgmt
BusinessStrategy Information
Strategy
IT Strategy
ApplicationStrategy
ServiceStrategyStrategy Strategy Strategy
BiSL ASL ITIL
Business Functionality
IT Projects & Releases
Application ServiceProjects
Functionality Management
ppMaintenance & Renewal
Design & Transition
IT Operations
BiSL ASL ITIL
BusinessOperations
UsageManagement
ApplicationSupport
ServiceOperation
IT Services47
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Levels, perspectives & process clusters
Use and structure Content
Informationstrategy
I-organization strategyStrategic
Information coordination strategystrategyg coordination
Financialmanagement
Demandmanagement
Contract managementManagement processesManaging
Functionality management
Use management
Connecting processesOperational
48
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Processes within clusters
Information strategyStrategicsupplier
I-organization strategyEstablish info chain
Establishtechnological
Infor-mationcoor-
di ti
management
DefineI-organization
strategy
Strategic userrelationship
management
Informationlifecycle
t
info. chain developments
technologicaldevelopments
Informationportfolio
tStrategic
dination
Establishbus. process developments
Strategic info. partnermanagement
strategymanagement management managementg
Financialmanagement
Demandmanagement
Contract managementManaging Planning and
resource management
Business dataEnd user Specify information
Design non-automated
Change-management
Operational supplier
managementsupport information requirements
automated info. systems
Preparet iti
Review d t ti
Operationalsupplier
management
Use management Functionality management
transition and testingTransition
management 49
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Roles are often informal
Strategicsupplier Establish
info chainEstablish
technological
Information strategyI-organization strategy
Infor-mationcoor-
di ti
management
DefineI-organization
strategy
Strategic userrelationship
management
Informationlifecycle
t
info. chain developments
technologicaldevelopments
Informationportfolio
t
In line with policyCIO dination
Establishbus. process developments
Strategic info. partnermanagement
strategymanagement management managementCIOInformation manager
Financialmanagement
Demandmanagement
Contract management
ManagingProduct manager
System ownerPlanning and
resource management
Business dataEnd user Specify information
Design non-automated
Change-management
O ti l
System owner
Operational supplier
managementsupport information requirements
automated info. systems
Preparet iti
Review d t ti
OperationalKey userBusiness
information suppliermanagement
Use management Functionality management
transition and testingTransition
management
information administrator 50
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Use management
Strategicsupplier Establish
info chainEstablish
technological
Infor-mationcoor-
di ti
management
DefineI-organization
strategy
Strategic userrelationship
management
Informationlifecycle
t
info. chain developments
technologicaldevelopments
Informationportfolio
tStrategic
dination
Establishbus. process developments
Strategic info. partnermanagement
strategymanagement management managementg
Planning and resource management
Financialmanagement
Demandmanagement
Contract managementManaging
Is the operational information provisioning used and managed efficiently?
Business dataEnd user Specify information
Design non-automated
Change-management
used and managed efficiently?
Operational supplier
managementsupport information requirements
automated info. systems
Preparet iti
Review d t ti
Operationalsupplier
management transition and testingTransition
management 51
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Functionality management
Strategicsupplier Establish
info chainEstablish
technological
Infor-mationcoor-
di ti
management
defineI-organization
strategy
Strategic userrelationship
management
Informationlifecycle
t
info. chain developments
technologicaldevelopments
Informationportfolio
tdination
Establishbus. process developments
Strategic info. partnermanagement
strategymanagement management management
Planning and resource management
Financialmanagement
Demandmanagement
Contract management
What form will information provision take in the near future?
Business dataEnd user Specify information
Design non-automated
Change-management
take in the near future?
Operational supplier
managementsupport information requirements
automated info. systems
Preparet iti
Review d t tisupplier
management transition and testingTransition
management 52
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Connecting processes
Strategicsupplier Establish
info chainEstablish
technological
Infor-mationcoor-
di ti
management
DefineI-organization
strategy
Strategic userrelationship
management
Informationlifecycle
t
info. chain developments
technologicaldevelopments
Informationportfolio
tdination
Establishbus. process developments
Strategic info. partnermanagement
strategymanagement management management
Planning and resource management
Financialmanagement
Demandmanagement
Contract management
Why and how do we change information provision?
Business dataEnd user Specify information
Design non-automated
Change-management
information provision?
Operational supplier
managementsupport information requirements
automated info. systems
Preparet iti
Review d t tisupplier
management transition and testingTransition
management 53
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Management processes
Strategicsupplier Establish
info chainEstablish
technological
Infor-mationcoor-
di ti
management
defineI-organization
strategy
Strategic userrelationship
management
Informationlifecycle
t
info. chain developments
technologicaldevelopments
Informationportfolio
tH d i f tidination
Establishbus. process developments
Strategic info. partnermanagement
strategymanagement management managementHow do we manage information provision?
Financialmanagement
Demandmanagement
Contract management
Planning and resource management
Business dataEnd user Specify information
Design non-automated
Change-management
Operational supplier
managementsupport information requirements
automated info. systems
Preparet iti
Review d t tisupplier
management transition and testingTransition
management 54
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Information strategy
Strategicsupplier Establish
info chainEstablish
technological
Infor-mationcoor-
di ti
management
DefineI-organization
strategy
Strategic userrelationship
management
Informationlifecycle
t
info. chain developments
technologicaldevelopments
Informationportfolio
tdination
Establishbus. process developments
Strategic info. partnermanagement
strategymanagement management management
Planning and resource management
Financialmanagement
Demandmanagement
Contract management
What will information provision look like in the future?
Business dataEnd user Specify information
Design non-automated
Change-management
look like in the future?
Operational supplier
managementsupport information requirements
automated info. systems
Preparet iti
Review d t tisupplier
management transition and testingTransition
management 55
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I-organization strategy
Strategicsupplier Establish
info chainEstablish
technological
Infor-mationcoor-
di ti
management
DefineI-organization
strategy
Strategic userrelationship
management
Informationlifecycle
t
info. chain developments
technologicaldevelopments
Informationportfolio
tdination
Establishbus. process developments
Strategic info. partnermanagement
strategymanagement management management
Planning and resource management
Financialmanagement
Demandmanagement
Contract management
How is business information management organized?
Business dataEnd user Specify information
Design non-automated
Change-management
management organized?
Operational supplier
managementsupport information requirements
automated info. systems
Preparet iti
Review d t tisupplier
management transition and testingTransition
management 56
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Connecting processes – strategic level
Strategicsupplier Establish
info chainEstablish
technological
Infor-mationcoor-
di ti
management
DefineI-organization
strategy
Strategic userrelationship
management
Informationlifecycle
t
info. chain developments
technologicaldevelopments
Informationportfolio
tdination
Establishbus. process developments
Strategic info. partnermanagement
strategymanagement management management
Planning and resource management
Financialmanagement
Demandmanagement
Contract management
How are (semi-)autonomous Information plans optimized?
Business dataEnd user Specify information
Design non-automated
Change-management
Information plans optimized?
Operational supplier
managementsupport information requirements
automated info. systems
Preparet iti
Review d t tisupplier
management transition and testingTransition
management 57
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BiSL® E l b t tiExample best practice
Process descriptionProcess descriptionDesign non-automated information systems
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM58
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BiSL & ITILhttp://best-management-practice.com/
Knowledge-Centre/White-Papers
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM59
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BiSL forITIL for
Define I organization strategyService strategy
DemandSupply
Businessstrategy
Information coordination
Strategic supplier mgmtStrategic user relationship mgmtStrategic info. partner mgmtDefine I-organization strategyService strategy
Strategy mgmt for IT servicesService portfolio mgmt
Financial mgmt for IT servicesDemand mgmt
Business relationship mgmt
Establish business process dev.Establish information chain dev.Establish technological developments
f l f lInformation portfolio mgmt
Information coordinationService design
Design coordinationServ.cat.mgmt / Serv.level mgmtAvailability mgmt / Capacity mgmt
IT service continuity mgmtInfo.security mgmt / Supplier mgmt
ITContinualservice
improvement7-step improve plan
Businessmanagement
l dFinancial mgmt
Demand mgmtContract mgmt
Information lifecycle mgmt
7 step improve.plan
BusinessprojectsD i t t d i f t
Review and testingPrepare transition
Transition mgmt
Planning and resource mgmt
Service transitionTrans.plan.& supp. / Change mgmt
Service asset and configuration mgmtRelease and deployment mgmt
projects
Business Business data mgmt
Operational supplier mgmt
Change mgmtSpecify information requirements
Design non-automated info. syst.
Service operationEvent mgmt
Incident mgmt
Service validation and testingChange evaluation / Knowledge mgmt
operationsEnd user support
Business data mgmtRequest fulfilmentProblem mgmtAccess mgmt
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BiSL helpsBiSL helps…
Role Pain CauseBusiness managers Delays and costs, Poor (use of) gProcess ownersBusiness analystsInformation managers
yreputation damage, compliancy risks,missed revenue
( )information and technology
Information managers missed revenue
Project managers Delayed sign-off, IT deliverables notProject managers Delayed sign off,poor professional reputation
IT deliverables not embedded in business processes
IT (service) managersFront line IT practitioners
Dissatisfied users / business feeling
Misalignment of IT with the businessFront-line IT practitioners
IT consultantsbusiness, feeling misunderstood
with the business
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Bottom lineBottom lineBenefits Hospital Mental healthBenefits Hospital Mental health
service provider
Corporate governanceCorporate governance
Business involvement
Decision-making
Resource allocation
Project after-care
Business satisfactionBusiness satisfaction
Supplier management
D t i t ti & itData registration & security
Business process efficiency
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The T-shaped f i lprofessional
• Increasing number of i li d ti Understanding ofspecialised parties
• Interfaces are crucial
Understanding of multiple fields
• Important to understanding of
ding fie
ld
gneighbours’ fields
• T-shaped professionals epth
oer
stan
mar
y
T shaped professionals bridge the gap D
unde
of p
ri
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Questions and t b tcomments about
BiSL® andBiSL® and any other topics?any other topics?
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Additional i f tiinformation resourcesresources
Free publications, best practices and newsletter www.aslbislfoundation.org & @aslbislg @
Certification & list of Training Organizationsg gwww.apmg-international.com
Bookswww.vanharen.net
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Thi ill iThings will improve.They just might improve without you.y j g p y
Chris Dancy@ServiceSphere
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Please keep in touchPlease keep in touch
[email protected]@ gwww.linkedin.com/in/marksmalley
@marksmalley on Twitter@ y
Smalley.ITy
itSMF Singapore 2013 Annual Conference - Value of ITSMitSMF Singapore 2013 Annual Conference - Value of ITSM68