lecture 'role changing - from cio to cso' 2012-05-24 v02.03.00
TRANSCRIPT
26.11.2012 - 1 - © OMNINET
9th Russian IT Management Forum
E-Mail [email protected]
Mobile +49-1520-9 84 59 62
LinkedIn http://www.linkedin.com/in/paulghuppertz
SlideShare http://www.slideshare.net/PaulGHz
XING https://www.xing.com/profile/PaulG_Huppertz
CIO Netzwerk http://netzwerk.cio.de/profil/paul_g__huppertz
yasni http://person.yasni.de/paul-g.-huppertz-251032.htm
Paul G. Huppertz
ICT-Consultant & System Architect
Service Composer & Meta Service Provider
Role Changing
From CIO (Chief Information Officer)
to CSO (Chief Service Officer)
24.05.2012
Moscow, Hotel Radisson Slavyanskaya
26.11.2012 - 2 - © OMNINET
Keynote: Role Changing – From CIO to CSO
Intro
• Servicialisation – Coining, Deducing & Demarcating
• Service Trilemma – Service Quality, Service Price & Service Cost
Centro
• Revolving – Mobile Computing, Outsourcing & Cloud Computing
• Revising – Business Operations, Service Providing & System Operations
• Reconciling – Business2Service, Service2System & System2Technology
• Realigning – Service Composing, Service Committing & Service Conducting
• Reassigning – Service Specification, Service Prices & Service Offering
• Reworking – Service Offerings, Service Catalogue & Service Contracts
Extro • Discussion – Repeating, Reviewing & Revising
26.11.2012 - 3 - © OMNINET
Keynote: Role Changing – From CIO to CSO
Intro
• Servicialisation – Coining, Deducing & Demarcating
• Service Trilemma – Service Quality, Service Price & Service Cost
Centro
• Revolving – Mobile Computing, Outsourcing & Cloud Computing
• Revising – Business Operations, Service Providing & System Operations
• Reconciling – Business2Service, Service2System & System2Technology
• Realigning – Service Composing, Service Committing & Service Conducting
• Reassigning – Service Specification, Service Prices & Service Offering
• Reworking – Service Offerings, Service Catalogue & Service Contracts
Extro • Discussion – Repeating, Reviewing & Revising
26.11.2012 - 4 - © OMNINET
Keynote: Role Changing – From CIO to CSO
Service -ialisation
26.11.2012 - 5 - © OMNINET
Keynote: Role Changing – From CIO to CSO
Service
Servicialisation = Guiding Concept for Service Providing
-ialisation
26.11.2012 - 6 - © OMNINET
Keynote: Role Changing – From CIO to CSO
Intro
• Servicialisation – Coining, Deducing & Demarcating
• Service Trilemma – Service Quality, Service Price & Service Cost
Centro
• Revolving – Mobile Computing, Outsourcing & Cloud Computing
• Revising – Business Operations, Service Providing & System Operations
• Reconciling – Business2Service, Service2System & System2Technology
• Realigning – Service Composing, Service Committing & Service Conducting
• Reassigning – Service Specification, Service Prices & Service Offering
• Reworking – Service Offerings, Service Catalogue & Service Contracts
Extro • Discussion – Repeating, Reviewing & Revising
26.11.2012 - 7 - © OMNINET
Keynote: Role Changing – From CIO to CSO
Service Cost
Service Price
Service Quality
adequate?
reliable?
Service
Con-
sumer
26.11.2012 - 8 - © OMNINET
Keynote: Role Changing – From CIO to CSO
Service Cost
Service Price
Service Quality
adequate?
reliable?
Service
Con-
sumer
affordable?
economical?
Service
Customer
26.11.2012 - 9 - © OMNINET
Keynote: Role Changing – From CIO to CSO
Service Effectiveness
Service Cost
Service Price
Service Quality
adequate?
reliable?
Service
Con-
sumer
affordable?
economical?
Service
Customer
Paying cost?
Paying price? Service
Provider
26.11.2012 - 10 - © OMNINET
Keynote. Role Changing – From CIO to CSO
Intro
• Servicialisation – Coining, Deducing & Demarcating
• Service Trilemma – Service Quality, Service Price & Service Cost
Centro
• Revolving – Mobile Computing, Outsourcing & Cloud Computing
• Revising – Business Operations, Service Providing & System Operations
• Reconciling – Business2Service, Service2System & System2Technology
• Realigning – Service Composing, Service Committing & Service Conducting
• Reassigning – Service Specification, Service Prices & Service Offering
• Reworking – Service Offerings, Service Catalogue & Service Contracts
Extro • Discussion – Repeating, Reviewing & Revising
26.11.2012 - 11 - © OMNINET
Keynote: Role Changing – From CIO to CSO
26.11.2012 - 12 - © OMNINET
Keynote: Role Changing – From CIO to CSO
Value Creation
Business Process Service Committing
Service
Customer
Service Consuming
Service
Consumer
“Cloud”
Service
Provider
26.11.2012 - 13 - © OMNINET
Keynote: Role Changing – From CIO to CSO
Value Creation
Business Process Service Committing
Service
Customer
Service Consuming
Service
Consumer
ICT-based
Service
CRM Cloud from Salesforce
Storage Cloud from Amazon
Server Cloud from Strato
DSL Cloud
from1&1 Desktop Cloud from Citrix
Search Cloud from Google
Service
Provider
26.11.2012 - 14 - © OMNINET
Keynote: Role Changing – From CIO to CSO
Intro
• Servicialisation – Coining, Deducing & Demarcating
• Service Trilemma – Service Quality, Service Price & Service Cost
Centro
• Revolving – Mobile Computing, Outsourcing & Cloud Computing
• Revising – Business Operations, Service Providing & System Operations
• Reconciling – Business2Service, Service2System & System2Technology
• Realigning – Service Composing, Service Committing & Service Conducting
• Reassigning – Service Specification, Service Prices & Service Offering
• Reworking – Service Offerings, Service Catalogue & Service Contracts
Extro • Discussion – Repeating, Reviewing & Revising
26.11.2012 - 15 - © OMNINET
Keynote: Role Changing – From CIO to CSO
Business
26.11.2012 - 16 - © OMNINET
Keynote: Role Changing – From CIO to CSO
Business Process
Management
• close & chart
• perform & control
• dispose & trigger
• prepare & organise
• practice & bill
• conduct & control
• commit & orchestrate
• compose & prepare
• control & adjust
• perform & monitor
• establish & test
• plan & prepare
26.11.2012 - 17 - © OMNINET
Keynote: Role Changing – From CIO to CSO
Business Process
Management
• close & chart
• perform & control
• dispose & trigger
• prepare & organise
• practice & bill
• conduct & control
• commit & orchestrate
• compose & prepare
• control & adjust
• perform & monitor
• establish & test
• plan & prepare
IT Infrastructure
Library
Business
regulations
Servicialisation
26.11.2012 - 18 - © OMNINET
Keynote: Role Changing – From CIO to CSO
Intro
• Servicialisation – Coining, Deducing & Demarcating
• Service Trilemma – Service Quality, Service Price & Service Cost
Centro
• Revolving – Mobile Computing, Outsourcing & Cloud Computing
• Revising – Business Operations, Service Providing & System Operations
• Reconciling – Business2Service, Service2System & System2Technology
• Realigning – Service Composing, Service Committing & Service Conducting
• Reassigning – Service Specification, Service Prices & Service Offering
• Reworking – Service Offerings, Service Catalogue & Service Contracts
Extro • Discussion – Repeating, Reviewing & Revising
26.11.2012 - 19 - © OMNINET
Keynote: Role Changing – From CIO to CSO
Se
rvic
e
Su
pp
ly
Ch
ain
Value creation
ICT
-
(Sys
tem
)
Stra
teg
y
Se
rvic
e
De
live
ring
Stra
teg
y
Bu
sin
es
s
Ma
na
gem
nt
Stra
teg
y
Business process
Bu
sin
es
s
Va
lue
Ch
ain
Sys
tem
Su
pp
ly
Ch
ain
Service-relevant
System 2
Service-relevant
System 1
Service-relevant
Organisation(s)
Akteur Good Good Good Good Good
Service
Contribution
Service
Contribution
Service
Contribution
Service (ICTBSS)
ICTBSS = ICT-system based Business Support Service
26.11.2012 - 20 - © OMNINET
Keynote: Role Changing – From CIO to CSO
Se
rvic
e
Su
pp
ly
Ch
ain
Service Aggregating
ICT-based Business Support Service
(ICTBSS)
service-specific benefits
Value creation
Business process
I
T
I
L
S
P
M
L
Bu
sin
es
s
Va
lue
Ch
ain
Sys
tem
Su
pp
ly
Ch
ain
B
V
M
L
service (contribution)-relevant ICT-Systems
(Application-, Middleware- & Infrastructure Systems,
Resources, Processes & further Means)
SPML = Service Provision Management Library
ITIL = Information Technology Infrastructure Library
BVML = Business Value Management Library
Plan – Build – Run (ICT systems)
Compose – Commit – Conduct (Service Providing)
ICT
-
(Sys
tem
)
Stra
teg
y
Se
rvic
e
De
live
ring
Stra
teg
y
Bu
sin
es
s
Ma
na
gem
nt
Stra
teg
y
Business2Service-Alignment
Service2System-Alignment
26.11.2012 - 21 - © OMNINET
Keynote: Role Changing – From CIO to CSO
Intro
• Servicialisation – Coining, Deducing & Demarcating
• Service Trilemma – Service Quality, Service Price & Service Cost
Centro
• Revolving – Mobile Computing, Outsourcing & Cloud Computing
• Revising – Business Operations, Service Providing & System Operations
• Reconciling – Business2Service, Service2System & System2Technology
• Realigning – Service Composing, Service Committing & Service Conducting
• Reassigning – Service Specification, Service Prices & Service Offering
• Reworking – Service Offerings, Service Catalogue & Service Contracts
Extro • Discussion – Repeating, Reviewing & Revising
26.11.2012 - 22 - © OMNINET
Keynote: Role Changing – From CIO to CSO
Service Identifying Service Consumer, Service Object & Benefits
Service Consumer Benefit & Service Type
Service Specifying Service Quality 12 Standard Service Attributes
Service Type & Service Specification
Service Composing Service Map & Service Screenplay
Service Type & Service Concept
Service Orchestrating Service Supplier
& Service Supply Chain Operation Level Agreement
Underpinning Contract
Service Cataloguing Service Specifications = Service Catalogue Entries
Service Offerings & Service Catalogue
Service Committing Service Demand & Service Level Specification
Service Commitment & Service Level Agreement
Service Concerting Delivery Readiness & Delivery Capacity
On each Service Trigger: Service Rendering
Service Billing Service Price
x Service Count Service Consumption
& Service Revenue
26.11.2012 - 23 - © OMNINET
Keynote: Role Changing – From CIO to CSO
Service Identifying
Service Specifying
Service Composing
26.11.2012 - 24 - © OMNINET
Keynote: Role Changing – From CIO to CSO
Service Identifying
Service Specifying
Service Composing
Service Orchestrating
Service Orchestrating in-/external
Service
Supplier
Service
Contri-
bution
Service
Contri-
bution
Service
Contri-
bution
Service
Contri-
bution
Service
Contri-
bution
Internal Service Supplier External Service Supplier
Service
Provider
26.11.2012 - 25 - © OMNINET
Keynote: Role Changing – From CIO to CSO
Intro
• Servicialisation – Coining, Deducing & Demarcating
• Service Trilemma – Service Quality, Service Price & Service Cost
Centro
• Revolving – Mobile Computing, Outsourcing & Cloud Computing
• Revising – Business Operations, Service Providing & System Operations
• Reconciling – Business2Service, Service2System & System2Technology
• Realigning – Service Composing, Service Committing & Service Conducting
• Reassigning – Service Specification, Service Prices & Service Offering
• Reworking – Service Offerings, Service Catalogue & Service Contracts
Extro • Discussion – Repeating, Reviewing & Revising
26.11.2012 - 26 - © OMNINET
Keynote: Role Changing – From CIO to CSO
Service Identifying
Service Specifying
26.11.2012 - 27 - © OMNINET
Keynote: Role Changing – From CIO to CSO
Designation of the service
No. Attribute name Bronze Silver Gold Data type/measuremt. unit
01 Service Consumer Benefits free description
02 Service-specific Functional Parameters service-specific
03 Service Delivery Point location, interface
04 Service Consumer Count Number
05 Service Delivering Readiness Times Daytime hours
06 Service Consumer Support Times Daytime hours
07 Service Consumer Support Languages Languages
08 Service Fulfilment Target %
09 Service Impairment Duration hh:mm
10 Service Delivering Duration hh:mm:ss
11 Service Delivery Unit service-spezifisch
12 Service Delivering Price €
clear, complete & consistent
all 12 attribute values combined
applying for each triggered service
2 pages per service specification
service offering of the Service Provider
Attributes 01 – 11 for service quality & attribute 12 for service price
Serv
ice
Qu
ality
Price
26.11.2012 - 28 - © OMNINET
Keynote: Role Changing – From CIO to CSO
Intro
• Servicialisation – Coining, Deducing & Demarcating
• Service Trilemma – Service Quality, Service Price & Service Cost
Centro
• Revolving – Mobile Computing, Outsourcing & Cloud Computing
• Revising – Business Operations, Service Providing & System Operations
• Reconciling – Business2Service, Service2System & System2Technology
• Realigning – Service Composing, Service Committing & Service Conducting
• Reassigning – Service Specification, Service Prices & Service Offering
• Reworking – Service Offerings, Service Catalogue & Service Contracts
Extro • Discussion – Repeating, Reviewing & Revising
26.11.2012 - 29 - © OMNINET
Keynote: Role Changing – From CIO to CSO
Service Catalogue
Service Identifying
Service Specifying
Service Composing
Service Orchestrating
Service Cataloguing
26.11.2012 - 30 - © OMNINET
Keynote: Role Changing – From CIO to CSO
Service Catalogue
SLA template
Service Identifying
Service Specifying
Service Composing
Service Orchestrating
Service Cataloguing
Service Committing
26.11.2012 - 31 - © OMNINET
Keynote: Role Changing – From CIO to CSO
1 SLA-Identification
1.1 SLA-ID
1.2 Period of SLA validity
1.3 Service Customer
1.4 Service Consumers
1.5 Service Provider
1.6 Short Service Description
1.7 Liabilities
1.8 Committment and Signatures
1.8.1 Service Customer
1.8.2 Service Provider
1.9 Reference documents
2 Service Specification
3 Appendix
3.1 List of authorized Service Consumers
3.2 Explanation 12 Service Attributes
3.4 ARCI-model for liabilities
Service
Customer
Service
Consumer
Service
Provider
26.11.2012 - 32 - © OMNINET
Keynote: Role Changing – From CIO to CSO
Intro
• Servicialisation – Coining, Deducing & Demarcating
• Service Trilemma – Service Quality, Service Price & Service Cost
Centro
• Revolving – Mobile Computing, Outsourcing & Cloud Computing
• Revising – Business Operations, Service Providing & System Operations
• Reconciling – Business2Service, Service2System & System2Technology
• Realigning – Service Composing, Service Committing & Service Conducting
• Reassigning – Service Specification, Service Prices & Service Offering
• Reworking – Service Offerings, Service Catalogue & Service Contracts
Extro • Discussion – Repeating, Reviewing & Revising
26.11.2012 - 33 - © OMNINET
Keynote: Role Changing – From CIO to CSO
Paul G. Huppertz
ICT-Consultant & System Architect
Service Composer & Meta Service Provider
Your questions?
My answers!
E-Mail [email protected]
Mobile +49-1520-9 84 59 62
LinkedIn http://www.linkedin.com/in/paulghuppertz
SlideShare http://www.slideshare.net/PaulGHz
XING https://www.xing.com/profile/PaulG_Huppertz
CIO Netzwerk http://netzwerk.cio.de/profil/paul_g__huppertz
yasni http://person.yasni.de/paul-g.-huppertz-251032.htm