it smf usa webinar we don't work in it - barclay rae
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TRANSCRIPT
Barclay Rae
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We don’t work in IT – we work in supply chain
T
We don’t work in IT – we work in
supply chain
itSMF USA
Webinar
Agenda
I work in IT
IT identity crisis?
Musicians and bands
How can we improve?
I work in IT
itSMF USA
Webinar
Familiar..?
‘… So, what do you do then..?’
Familiar..?
‘… So, what do you do then..?’
‘… Oh, I work in IT…’
I’m an IT guy…
I work in IT - I am an IT person
If I'd wanted to be an accountant, I wouldn't
be doing this job
No sirree…
IT Identity crisis?
itSMF USA
Webinar
IT Identity Crisis..?
‘We want IT to do..’
Retail/supply chain
Marketing
Sales
Contract Negotiation
Commercial Management
Financial Management / accountancy
IT Identity Crisis..?
What skills do we need to have? Now and in
future?
Surely technical skills are the most important?
Do we need to become …
Actually…
You work for the company/organization that pays your
salary
IT is another part of any organization – not something
separate and mysterious
IT and other service functions are becoming more
integrated
Outside IT / Shared Services/ Enterprise SM
And…
IT is part of a supply chain…
That delivers capability (through tech)…
Which in turn provides your organisations’ services
IT is now a retail function – get over it…
Musicians and Bands
itSMF USA
Webinar
Musicians
Bands
From the archives
From the archives
Service Desk
Incident
Problem
Change
Request
Configuration
Service Catalogue / SLM
Knowledge
Reporting
ITSM Processes + Concepts?
Buying the best toolset?
Know their audience
Are clear on their focus / style
Have the right people and skills
Are self critical and work to improve
Use feedback
Build the right team
Sell their value and the experience – not the
musicians
Successful bands
How can we improve?
itSMF USA
Webinar
How can we improve?
• Take responsibility
• Develop open culture
• Build team
• Clarify direction
• Set clear goals
• Measure and improve
• Demonstrate success and value
Working together requires ‘leadership’ from
everyone…
Understanding Value
Outcomes
Customers
efficiency
ITSM Processes/Functions
ITIL/ITSM stuck with individual ‘silo’ processes
These don’t exist on their own in isolation
Need to think integrated functions, not just
processes
People, roles, ownership, accountability, function,
capability and outcomes…!
ITSM Geometry
Service Desk
IT Department
Customers Problem
Reporting
/Metrics
Knowledge
User View
IT/Tech
View
Business View
Change
Incident
Problem
Service
Desk
ITSM
engine
Service
Catalog
CSI
Its all about…
‘Like but not necessarily as’ a business
Using some elements and key skills
IT should be delivering value through technology
Must be ready to embrace change – within core
principles
Run IT as a business..?
Catalogue – menu?
Service Catalog Hierarchy
Service Catalog Hierarchy – Non-IT
Service Catalog Hierarchy – Non-IT
Specialist technical skills
Consultancy and project management
Organisational change and people development
Key business knowledge/skills
Contract and supplier management
Supply and demand management
Marketing and communications
Relationship management
Customer support
Contract negotiation
New IT Skills
3
8
ITSMGoodness
In summary…
We don't need to become retailers/accountants…
We do need to be able to work together to achieve
success – across and beyond IT
We need to be able and communicate with accountants -
and other business roles - in a language that they
understand and can act upon
So
Let’s Stick Together…!
One plan
One team
One set of objectives
One shared level of commitment
One set of success criteria
One positive outcome
Thank you for
listening!
barclayrae.com
Itsmgoodness.com
BrightTALK CH 9885
#itsmgoodness
@barclayrae
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