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Happy New Year for 2016  !! I wish you success and happiness

Its been a busy year in 2015 ITSMG Logo low res

The ITSM world continues to rock daily between inspiration and opportunity, to introspection and despair – at least in terms of visible hype. The reality for most organisations that actually deliver IT services is often simply confusion.

For me the key is in ensuring that we are constantly working to deliver value, based on our customers’ and supported businesses’ needs. The concept of ‘customer experience’ (CX) isn’t new, but is at long last taking hold and precedence over blind adherence to ‘best practice’ and death-by-process.

DevOps continues to hold sway as the big idea that won’t go away – again there’s nothing particularly new here except the context, as it talks to a younger workforce than those who might still see ITIL as their mantra. Of course there is no real clash between those two worlds and both can learn from and live with each other. In 2016 I’ll be pushing out more practical ideas about how to achieve success using both (and together) – particuarly in relation to Service Design and Service Catalogue – so look out for that.

What is interesting is the actual level of interest in DevOps and other new and formative ‘-oligies’, inclduing SIAM and IT4IT – this will continue to grow and we shoudl see more variety and creativity being exercised in delivering new approaches to IT services…

If you want to catch up on more detailed throuights, please see my recent webinar (reviewing 2015 and looking forward to 2016, sponsord by BMC).

From a personal work perspective this has been a busy year, being involved with a number of complex procurement and ITSM implementation projects, as well as my ususal regular dose of workshops, operational reviews and audits. I have worked with some great people and organisations and am pleased to say that the interest and take-up level around short practical consulting work has been good.

I’ve also been involved as an architect of the new ITIL Practitioner scheme, with Axelos. I’m really pleased and proud of what we achieved as a team on this, whch has brought finally a new set of ideas and practices to the forefront of Service Management training and best practice. These include communications and organisational change management, as well as CSI and metrics.

As ever I continue to work with my long term partners, SDI – as a consultant and auditor, as also recently to review and update the SDI Standards and Service Desk Certification scheme. To me this is still one of the best and most practical tools to use for assessment, benchmarking and to drive service improvement.

In the last few months I’ve taken on the challenge of interim-CEO for the ITSMF UK – this is a great honour, which I’m relishing. There’s plenty to do to develop the service offerings and value proposition for this organisation, as well as freshening the brand image and re-asserting its position as a key independent voice at the centre of our industry. We had a great annual conference and my and the team’s taskBRITSM15 is now to move on with this positive momentum to transform and re-invigorate the organisation. We have some xciting plans for new services and industry content, so watch this space…

Of course my own independent business still continues and I’m delighted to have worked with some very supportive partners over the last year to write and present ITSM content, including, Sunrise, Cherwell, BMC and Sysaid.

 

2016 is looking like a fascinating year already, particuarly with plans for ITSMF – so I’m looking forward to that. I hope that its a really great year for you too..!

Please contact me directly if you’d like to discuss any aspect of the world of ITSM

 

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Fav pic from this years SITS show with Matt Hooper and Malcolm Fry.

Check out these CHECKLISTs for SITS

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If you are going to SITS15 – I hope to see you there… I’ll be on my (ITSMGoodness) stand, as well as presenting and facilitating on ITSM/ITIL/DevOps. Mostly I’ll be talking shop with practitioners and other industry bods about how to improve and achieve success with ITSM.

I’ll also be on hand to discuss the new ITIL practitioner programme, of which I’m delighted to be one of the architects. The (globally dispersed) team working on this will be meeting around SITs for planning and discussion – plenty to do.

As ever I expect this to be a busy bustling and practical event where ‘the industry comes together to do business’ – as the blurb goes. Its a practical and productive event for most, as well as being a great convergence of people across the industry.

Last year I was honoured to be voted ‘SITS contributor of the year’ and I look forward to seeing who is taking that mantle this time. SITS14

I’ve recently been very busy working on a number of client projects – particularly looking at tool selection and implementation – so if you are looking for practical guidance on any aspect of ITSM approach, tools, processes, etc, please come for a chat to my stand.

 

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We’ll also be dishing out ITSM Goodness cakes (yes) and some fetching caps..

Guidance and Checklists

I am often asked either before or during SITs to provide advice and guidance on selecting ITSM tools as well as running ITSM projects – as a support for that I’ve created a couple of checklists that you can download here to help to guide your thinking and planning. These are not detailed or definitive, but give you a simple aide memoir for:

ITSM Project Implementation – Service Improvement Service Improvement Checklist

ITSM Tool – Specification and Selection ITSM Tool Checklist

Please download these and use them as you need – they might just help you to focus your thoughts on what you are looking for at the show. Please of course feel free to come to discuss any aspect of this at my stand.

I look forward to seeing you there!

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ITSMG Logo low res

 

The expanding world of Service Management + collaboration

I was at the UK itSMF conference this week – presenting and also with an exhibitor booth. The show was smaller (less attendees and exhibitors) than previous years although the consensus was that there was a good mix of people and that it was a good networking event. There were still a large number of presentations in streams.

Debate in the plenary sessions focused on next years ‘big 4 ‘ agenda, which I’m pleased to say included Customer Experience..! Also Axelos made some noise both in terms of physical presence in the exhibitor area and also to announce a new Agile/Prince2 initiative, Cyber resilience program and also some words around what might happen with ITIL.

For this in the next period the word(s) seem to be ‘ITIL and…’ – IE so rather than try to rebuild the somewhat creaking edifice that is ITIL at present, the current focus will be on how it relates and interacts with other areas.  I hope there will be more on this in a variety of forums around one key area – collaboration, particularly with the development and increased visibility of DevOps and agile/fast methods – which were mentioned at the show but not enough to be honest.

My session looked a the dichotomy between talk of such new areas (as well as social/cloud/mobile etc) and also the need to focus on basics. I asked the attendees who considered their ITSM to cover the basic functions (which I define below as Service Desk, Service Catalog/design, ITSM Engine (Incident.Problem/Change) and CSI)

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Amazingly only about 5% of the room admitted to being able to do this..! So we clearly have a problem around basic functions, that makes us even more stretched when thinking about new areas to focus on.

However my point is that we really need to do both.

We need to do the basics, yet we also need to move forward, faster… and collaborate for success..!

 

You can view the presentation slides here

http://www.slideshare.net/barclayrae/it-smf-conference-2014-ppt-barclay-rae

 

Moving forward it would be good to see more real positive discussion in ITSM circles about how to collaborate – both across IT organisations (Dev and OPS) and of course the wider picture of how Enterprises beyond IT are using ITSM and ITIL concepts to achieve success,automation and real ‘supply chain’ service delivery. Until recently only one or 2 of the ITSM vendors had really picked this up, but no there are many more who are changing their marketing and sales approaches to meet this new exciting demand. See my recent report for ITSM review on Outside IT.

DevOps still remains a hugely mis-understood term (certainly for marketeers) as we see adverts for ‘DevOps teams’ and articles about ‘DevOps systems’ – its an approach and culture, not another system or standard…

Another term that gets mis-interpreted is SIAM (Service Integration and Management). This in theory is a single approach to supplier and IT supply chain management – usually the need to co-ordinate a number of suppliers to deliver co-ordinated services.

This is an area I’ll be exploring more in future and also it will be the key topic a the next itSMF SLM SIG (special interest group) event on 13th January 2015 – in Central London (details TBA).

I’m delighted to be taking over as chair of this group and will be driving involvement and engagement around SLM topics, as well as hopefully publicising and sharing these with the wider itSMF community in due course.

To follow that I was delighted that my colleague and predecessor Karen Brusch won the itSMF contributor of the year award at the conference – this is much deserved as Karen’s drive and leadership has made the SIG a success over the years – Thanks Karen…!

Delighted also to see Rob Spencer win an award for his submission of the year – Rob also presented the ITIL Manifesto project at the conference and hopefully this will continue to gain traction and more…………. COLLABORATION.

How will you be working to collaborate more and achieve ‘joined up’ success…?