![Page 1: Introducing the Professional Service Management Framework from itSMF UK](https://reader036.vdocument.in/reader036/viewer/2022062523/58745a2d1a28abd53e8b97d9/html5/thumbnails/1.jpg)
July 2014
PSMF Overview presentation
June 2016
![Page 2: Introducing the Professional Service Management Framework from itSMF UK](https://reader036.vdocument.in/reader036/viewer/2022062523/58745a2d1a28abd53e8b97d9/html5/thumbnails/2.jpg)
AgendaAgenda
Background / Context
What is PSMF?
Why have ITSMF Uk built it?
How does it work?
What does it deliver?
Case Study
Questions
![Page 3: Introducing the Professional Service Management Framework from itSMF UK](https://reader036.vdocument.in/reader036/viewer/2022062523/58745a2d1a28abd53e8b97d9/html5/thumbnails/3.jpg)
BackgroundBackground
IT Service Management is at a critical crossroads.
The pre-eminence of ITIL® is being challenged
New ideas like
DevOps, Bi-modal IT, SIAM IT4IT
are gaining adoption and challenging
existing ways of working
![Page 4: Introducing the Professional Service Management Framework from itSMF UK](https://reader036.vdocument.in/reader036/viewer/2022062523/58745a2d1a28abd53e8b97d9/html5/thumbnails/4.jpg)
• We support people not just technology
• Success depends on our ability to interact productively, positively and professionally with people
• This involves collaboration:• Between people• Across teams and IT departments• Beyond IT departments• With partners
![Page 5: Introducing the Professional Service Management Framework from itSMF UK](https://reader036.vdocument.in/reader036/viewer/2022062523/58745a2d1a28abd53e8b97d9/html5/thumbnails/5.jpg)
Organisations need to invest in hiring a wider range of people and skillsets for successful IT
new skills and people are needed for commercial negotiation, contracts, relationship management, commercial and financial management
![Page 6: Introducing the Professional Service Management Framework from itSMF UK](https://reader036.vdocument.in/reader036/viewer/2022062523/58745a2d1a28abd53e8b97d9/html5/thumbnails/6.jpg)
IT Service Management is transferrable to wider enterprise operations and management
Enterprise Service Management is not a new idea - now there is a clear imperative to work across organisational boundaries to achieve shared value
![Page 7: Introducing the Professional Service Management Framework from itSMF UK](https://reader036.vdocument.in/reader036/viewer/2022062523/58745a2d1a28abd53e8b97d9/html5/thumbnails/7.jpg)
• 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 New IT Skills
![Page 8: Introducing the Professional Service Management Framework from itSMF UK](https://reader036.vdocument.in/reader036/viewer/2022062523/58745a2d1a28abd53e8b97d9/html5/thumbnails/8.jpg)
The CIOThe CIO
Stepping up
Must challenge and disrupt – IT
Has to demonstrate value
Must promote good governance
Needs to ‘sense and respond’
Needs support and trusted data
Must clarify that: IT ‘can’t do it all’
![Page 9: Introducing the Professional Service Management Framework from itSMF UK](https://reader036.vdocument.in/reader036/viewer/2022062523/58745a2d1a28abd53e8b97d9/html5/thumbnails/9.jpg)
July 2014
![Page 10: Introducing the Professional Service Management Framework from itSMF UK](https://reader036.vdocument.in/reader036/viewer/2022062523/58745a2d1a28abd53e8b97d9/html5/thumbnails/10.jpg)
What is PSMF?
• Text
Cartoonist Russ Law - www.facebook.com/russexplains
![Page 11: Introducing the Professional Service Management Framework from itSMF UK](https://reader036.vdocument.in/reader036/viewer/2022062523/58745a2d1a28abd53e8b97d9/html5/thumbnails/11.jpg)
![Page 12: Introducing the Professional Service Management Framework from itSMF UK](https://reader036.vdocument.in/reader036/viewer/2022062523/58745a2d1a28abd53e8b97d9/html5/thumbnails/12.jpg)
An ‘umbrella’ competency frameworkAn ‘umbrella’ competency framework
![Page 13: Introducing the Professional Service Management Framework from itSMF UK](https://reader036.vdocument.in/reader036/viewer/2022062523/58745a2d1a28abd53e8b97d9/html5/thumbnails/13.jpg)
![Page 14: Introducing the Professional Service Management Framework from itSMF UK](https://reader036.vdocument.in/reader036/viewer/2022062523/58745a2d1a28abd53e8b97d9/html5/thumbnails/14.jpg)
PSMF – What is it?PSMF – What is it?
A competence framework
An umbrella model – that incorporates other CPD and skills frameworks
PSMF defines what a professional can do, without being prescriptive
![Page 15: Introducing the Professional Service Management Framework from itSMF UK](https://reader036.vdocument.in/reader036/viewer/2022062523/58745a2d1a28abd53e8b97d9/html5/thumbnails/15.jpg)
PSMF – Why have we built it?PSMF – Why have we built it?
In response to demand from members and the ITSMF UK Leadership Council
To build a body of knowledge and experience around SM professionalism
To define what is means to be a professional in Service Management
To raise the profile of the profession
![Page 16: Introducing the Professional Service Management Framework from itSMF UK](https://reader036.vdocument.in/reader036/viewer/2022062523/58745a2d1a28abd53e8b97d9/html5/thumbnails/16.jpg)
PSMF – How does it work?PSMF – How does it work?
PSMF Content is free to all ITSMF UK members at itsmf.co.uk
Organisations can be assessed and audited to be compliant with the PSMF approach
Individuals can be recognised at practitioner and professional levels
Simple, ‘light touch’
Work is ongoing to develop PSMF
![Page 17: Introducing the Professional Service Management Framework from itSMF UK](https://reader036.vdocument.in/reader036/viewer/2022062523/58745a2d1a28abd53e8b97d9/html5/thumbnails/17.jpg)
PSMF – What does it deliver?PSMF – What does it deliver?
A definition of Service Management as more than process or tech
A model for personal development and career progression
Recognition of Service Management – internal and external
Improvements in ITSM quality and profile
![Page 18: Introducing the Professional Service Management Framework from itSMF UK](https://reader036.vdocument.in/reader036/viewer/2022062523/58745a2d1a28abd53e8b97d9/html5/thumbnails/18.jpg)
PSMF – Case StudyPSMF – Case Study
xxx
![Page 19: Introducing the Professional Service Management Framework from itSMF UK](https://reader036.vdocument.in/reader036/viewer/2022062523/58745a2d1a28abd53e8b97d9/html5/thumbnails/19.jpg)
PSMF and CGIPSMF and CGI
CGI engaged with PSMF and were assessed against the framework
The organised was endorsed as compliant and working within the PSMF framework – the first globally
Built on CGI experience and value gained from SDC accreditation
Next - working with group of individuals for personalg personal recognition
![Page 20: Introducing the Professional Service Management Framework from itSMF UK](https://reader036.vdocument.in/reader036/viewer/2022062523/58745a2d1a28abd53e8b97d9/html5/thumbnails/20.jpg)