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Welcome
Rearranging the Deck Chairs on the Titanic– Mark Smalley, IT Paradigmologist
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USE YTD
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Agenda
1 2
3 4
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5
Hap
pin
ess
(%
)
Manager
Pro
gra
mm
er
Consu
ltant
Para
dig
molo
gis
t
Work is more fun than fun – Noël CowardSmalley.IT
IT Paradigmologist
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6
Happiness is U-shaped
EUR 43 44
USA 45 49
Source: www.nber.org/papers/w12935.pdf
Prof A. Oswald
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7
Line of everything
Source: www.londonbusinessforum.com/events/
myself_and_other_matters (32:45)
Charles Handy
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8
Manager’s perspective
Source: www.londonbusinessforum.com/events/
myself_and_other_matters (32:45)
Charles Handy
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9
Line of everything
Source: www.londonbusinessforum.com/events/
myself_and_other_matters (32:45)
Charles Handy
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10
Hap
pin
ess
(%
)
Manager
Pro
gra
mm
er
Consu
ltant
Para
dig
molo
gis
t
Work is more fun than fun – Noël CowardSmalley.IT
Reinvent yourself
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IT Paradigmologist at work
What can you actually
change?
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IT Paradigmologist at work
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ITOrgIT
Dept
My Little Paradigm
UserOrg
Demand
SupplyUse
InfoSyst
Appl
InfraITS
M
ITProv
Ap
pl
In
fra
ITSM
Your Market?
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ITOrg
My Little Paradigm
UserOrg
Demand
SupplyUse
InfoSyst
Use
Needs
Quality
Speed
Relationship
Innovation
Valuerealization
Alignment
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YouTube – TheMrTubeX“Japanese Precision - Walk it
out!”
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UserOrg
Demand
SupplyUse
InfoSyst
ITOrg
Use
Needs
Quality
Speed
Relationship
Innovation
Valuerealization
AlignmentMis-
alignment
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18
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Your Customers Say?
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“IT doesn’t understand the business, but the business’
understanding of IT is even worse”
Prof. Jerry Luftman
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‘BITA’ = perennial top 5 IT management concern
2012
US
1. Business productivity and cost reduction
2. = Business agility and speed to market
3. IT and business alignment
4. IT reliability and efficiency
5. Business process re-engineering
6. IT strategic planning
7. Revenue generating IT innovations
8. IT cost reduction
9. Security and privacy
10. Globalization
2011
US/EUR
4/3
2/1
1/1
6/4
3/5
5/7
9/-
10/6
8/8
-/-
2010
US/EUR
1/1
2/3
3/4
3/6
3/2
6/7
-/-
8/8
9/15
-/-
Sou
rces:
SIM
(U
S)
& B
ITTI
(EU
R)
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2012
US
1. Business productivity and cost reduction
2. = Business agility and speed to market
3. IT and business alignment
4. IT reliability and efficiency
5. Business process re-engineering
6. IT strategic planning
7. Revenue generating IT innovations
8. IT cost reduction
9. Security and privacy
10. Globalization
2011
US/EUR
4/3
2/1
1/1
6/4
3/5
5/7
9/-
10/6
8/8
-/-
2010
US/EUR
1/1
2/3
3/4
3/6
3/2
6/7
-/-
8/8
9/15
-/-
Sou
rces:
SIM
(U
S)
& B
ITTI
(EU
R)
Increasing business needsversus
IT’s difficulty to deliver
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SERVICE
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25
Progress
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UserOrg
Demand
SupplyUse
InfoSyst
Supply
ITProv
ITOrg
C&C
A&A
ITDept
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“Technology is too important to the business not to be engaged and IT does not
understand the business well enough to be left to its own
devices”
“CIO will potentially be
relegated to managing legacy
interfaces and the underlying
infrastructure”
“IT is at risk of being bypassed for
services firms and consultants.”
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UserOrg
Demand
SupplyUse
InfoSyst
Supply
ITProv
ITOrg
C&C
A&A
ITDept
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ITafd
UserOrg
Demand
SupplyUse
InfoSyst
Supply
ITProv
ITDept
C&C
A&A
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UserOrg
ITDept
ITProv
C&C
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ITafd
UserOrg
ITProv
ITDept
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IT Promiscuity
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Your Customers’ IT Depts under pressure from Service Snatchers?
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SpringIT
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www.itpreneurs.comCopyright © 2013 ITpreneurs. All rights reserved. 41Smalley is Revolting
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DataApps
Devices
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Your Customers’ IT Depts under pressure from ‘IT Spring’?
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危机
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50
Reinvent yourself
Source: www.londonbusinessforum.com/events/
myself_and_other_matters (32:45)
Charles Handy
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itSMF Singapore 2013 Annual Conference - Value of ITSM
Governance of Information and related Technology
Traditional ITSM Focus
Business Focus
Demand& Use
Supply ofIT Services
Two value-add options for IT departments
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Your Customers’ IT Depts moving towards the Business?
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itSMF Singapore 2013 Annual Conference - Value of ITSM
CGEIT & COBIT®5
Traditional ITSM Focus
Business Focus
BIM & BiSL® Supply ofIT Services
Two opportunities for consulting & training
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20%
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ITIL®
100%
BiSL®
20%
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ITOrg
My Little Paradigm
UserOrg
Demand
SupplyUse
InfoSyst
Use
Needs
Relationship
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ITOrg
My Little Paradigm
UserOrg
Demand
SupplyUse
InfoSyst
Ensure effective & efficient use
of I&T
Determine & specify
needs
Acquire the right
IT services
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ITOrg
User Org
InfoSyst
Demand
SupplyUse
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InfoSyst
Demand
SupplyUse
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Business
Strategy
Business Projects
BusinessOperations
InformationStrategy
Functionality Management
UsageManagement
IT Strategy
IT Projects & Releases
IT Operations
ApplicationStrategy
ServiceStrategy
ApplicationMaintenance
& Renewal
ServiceDesign & Transition
ApplicationSupport
ServiceOperation
IT Services
Business
BiSL ASL ITIL
BiSL ASL ITIL
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Information
Strategy
Functionality Management
UsageManagement
BiSL
BiSL
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itSMF Singapore 2013 Annual Conference - Value of ITSM
Planning and resource management
Financialmanagement
Demandmanagement
Contract management
Operational supplier
management
Business datamanagement
End usersupport
Infor-mationcoor-
dination
Use management cluster Functionality management cluster
Specify information
requirements
Design non-automated
info. systems
Preparetransition
Review and testing
Establishbus. process developments
Strategicsupplier
management
Strategic info. partnermanagement
I-organizationstrategy
Strategic userrelationship
management
I-organization strategy cluster
Informationlifecycle
management
Establish info. chain
developments
Change-management
Transitionmanagement
Informationportfolio
management
Man
agem
ent
Op
erat
ion
sS
trat
egy
Information strategy cluster
Establishtechnologicaldevelopments
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BiSL tenets about Business Information Management
• Organizations depend on information systems• Managing information is therefore critically important• Helps to deal with rapid change in organizations• Operations and strategy must be linked • Closely related to Application Management & IT
Infrastructure Management • Part of the user organization• Represents business management• Customer for IT provider (department)
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itSMF Singapore 2013 Annual Conference - Value of ITSM
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itSMF Singapore 2013 Annual Conference - Value of ITSM
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Demand
& Use
ITSM(supply
)
Architecture
ProjectManagemen
t
Internal Control
SecurityEGIT
Compliments COBIT®5
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COBIT® 5 vs BiSL®
Relationship:x = weak
xxxx = strong
I-organisation
strategy
Information
coordination
Information
strategy
Managemen
t processe
s
Use managemen
t
Connecti
ng processe
s
Functionality managemen
t
EDM Evaluate, Direct and Monitor x x xAPO Align, Plan and Organise x xx xxx BAI Build, Acquire and Implement xx x xx xxxxDSS Deliver, Service and Support xx MEA Monitor, Evaluate and Assess
Mapping to COBIT®5
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itSMF Singapore 2013 Annual Conference - Value of ITSM
Interfaces with ITIL® & ISO 20000
68
ISO 20000 & BiSL ®ITIL® & BiSL ®
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ITContinual service
improvement7-step improv.plan
Businessstrategy
Businessmanagement
Businessprojects
Business operations
End user supportBusiness data mgmt
Operational supplier mgmt
Change mgmtSpecify information requirements
Design non-automated info. syst.Review and testing
Prepare transitionTransition mgmt
Planning and resource mgmtFinancial mgmt
Demand mgmtContract mgmt
Establish business process dev.Establish information chain dev.Establish technological developments
Information lifecycle mgmtInformation portfolio mgmt
Information coordination
Strategic supplier mgmtStrategic user relationship mgmtStrategic info. partner mgmtDefine I-organization strategy
Service operationEvent mgmt
Incident mgmtRequest fulfilment
Problem mgmtAccess mgmt
Service transitionTrans.plan.& supp. / Change mgmt
Service asset and configuration mgmtRelease and deployment mgmtService validation and testing
Change evaluation / Knowledge mgmt
Service designDesign coordination
Serv.cat.mgmt / Serv.level mgmtAvailability mgmt / Capacity mgmt
IT service continuity mgmtInfo.security mgmt / Supplier mgmt
Service strategyStrategy mgmt for IT services
Service portfolio mgmtFinancial mgmt for IT services
Demand mgmtBusiness relationship mgmt
BiSL® forDemand
ITIL® forSupply
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3.6%
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3,6% work time wasted due to poor user training
= 9.2 Billion EUR (NL)- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
Misinterpretation
costly decisions
IT budget spent on
wrong solutions/services
Delayed business projects
Missed opportunities
competitive disadvantage
Governance and compliance issues
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BiSLness CaseBefore & After
The business is wasting time and money, making costly mistakes, missing business opportunities and running governance / compliance risks due to
• Poorly trained users
• Ill-informed managers and directors
• Ineffective engagement of IT departments/providers
• Unclear roles & responsibilities for management of demand and use of information & technology
Use of BiSL helps to define roles/responsibilities so that
• Users realize the intended value of information systems
• Managers and directors identify how I&T creates cheaper / better / more business
• Managers engage effectively with IT departments and providers
• Directors can demonstrate good governance of I&T as business assets
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BiSLness CaseAction plan & Tools
Effective use of BiSL means
• (Self) assess BIM processes and define improvement areas
• Define and assign key roles and responsibilities
• Train and certify people in key roles
• Improve critical processes and relationships
• Monitor results and re-assess from time to time
Supported by
• Self-assessment guide
• Consultants
• BiSL Foundation training by APMG ATO’s
• Certification by APMG
• Events, best practices and other free publications at the ASL BiSL Foundation
• Books at Van Haren Publishing
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BiSLness CaseResults
A mental health service provider achieved improvements in the following areas
• Corporate governance
• Data registration & security
• Business process efficiency
• Business involvement
• Decision-making
• Resource allocation
A hospital achieved improvements in the following areas
• Business process efficiency
• Business involvement
• Decision-making
• Resource allocation
• Project after-care
• Business satisfaction
• Supplier management
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BiSLness CaseBenefits
Whole organization
• Processes are leading, not IT
• Better communication between business people and IT people
• Higher ROI on software: better utilization of software
End-users
• Less end-user frustration
• Better acceptance of new software
• Fewer disruptions after deployment
• Better implementation of software
• Readable and up-to-date work instructions, manuals etc.
Business departments
• More control of acquisition of new software
• Better insight in the need for new software
• Better contracts for both parties
IT department / suppliers
• Easier to deal with
• Better instructions for new or changed software
• Single point of contact
• Fewer incidents
Source: www.functioneel-beheerder.com
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itSMF Singapore 2013 Annual Conference - Value of ITSM
●COBIT® & BiSL®
●ITIL® & BiSL®
●I&T
www.aslbislfoundation.orgBiSL / Publications / White Papers
Free bedside reading
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itSMF Singapore 2013 Annual Conference - Value of ITSM
●BiSL® Pocket Guide●BiSL® Framework book●BiSL® Self-assessment
www.aslbislfoundation.orgBiSL / Publications / Books
www.vanharen.net
Even more valuable bedside reading
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itSMF Singapore 2013 Annual Conference - Value of ITSM
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itSMF Singapore 2013 Annual Conference - Value of ITSM
Frameworks (ASL® 2 & BiSL®)Best practicesPublications
Knowledge network
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Please connect!
Free newsletter at www.aslbislfoundation.org
Twitter @aslbislLinkedIn Groups ASL BiSL Foundation (EN & NL)
Facebook ASL-BiSL-Foundation
[email protected]@marksmalley
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