Managing The Capability Of Our Industry

Managing the capability of our i d t i 2007 d b dindustry in 2007 and beyond

But what industry are we in and what skills do we need?

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Keith Aldis – November 2007

what skills do we need?

To improve our capability To improve our capability –– we need to define what we arewe need to define what we are

Si l t it’ “ l h d thi h !”• Simply put, it’s… “people who do something, somewhere!”

• There’s a history of defining industry in the UK…

• 1964 Industrial Training Act• Revised in 1982• ITBs• ITOs• NTOsNTOs• SSCs – E-Skills

• But we should define ourselves!• But we should define ourselves!

• In my sector’s case… “IT Service Managers managing a cross-b i t i i kbusiness support service, in a work based environment”.

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We service customers and we use a tool called IT to do it.

We have found a profound lack of skills We have found a profound lack of skills –– but not but not those traditionally thought of as related to IT those traditionally thought of as related to IT

• There are 100,000 IT Service Managers in the UK – A reasonable “footprint”

• Mostly process & IT based people• Lots of technical knowledge• Highly skilled usually independent and often isolated – the “geeks”!• Highly skilled, usually independent and often isolated – the geeks !• Using very specialist software & often expensive hardware• In need of not only technical skills but also customer service skills• The customer skills are critical to our future capabilityThe customer skills are critical to our future capability.

• There are 25m ITSMs Globally - & itSMF, OGC and others deal with this on a global basis!s o a g oba bas s

• Some companies have large communities within them – for example,

• Fujitsu (UK) – 3,000 ITSMs in UK alone• CA (globally) - 21,000 ITSMs• HP (globally) - 50,000….. Etc.

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Keith Aldis – November 2007• Almost every operation has an IT person doing “IT”

ititSMFSMF Today Today after 4 years of planned expansion!after 4 years of planned expansion! –– from 8 Chapters to…from 8 Chapters to…after 4 years of planned expansion! after 4 years of planned expansion! from 8 Chapters to…from 8 Chapters to…

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Keith Aldis – November 200747 chapters in 6 continents; 23 active prospective chapters for 2008

Consider this also…

• 70% of CEOs say their CIOs are judged by their ability to support company-wide business strategy

• If the CIO and his staff do not know what the wider

• 70% of CEOs say their CIOs are judged by their ability to support company-wide business strategy

• If the CIO and his staff do not know what the wider business is about, then they will be replaced!

• 40% of companies do not measure business value of

business is about, then they will be replaced!

• 40% of companies do not measure business value of• 40% of companies do not measure business value of IT

• If so, what then, do they think IT is there for?

• 40% of companies do not measure business value of IT

• If so, what then, do they think IT is there for?

• Only 40% of companies conduct ROI assessments on IT

• Only 40% of companies conduct ROI assessments on IT

• Why spend on IT then?

• ROI has become the basis for all future IT investment

• Why spend on IT then?

• ROI has become the basis for all future IT investmentROI has become the basis for all future IT investment • That’s the key to unlocking our industry – Show that IT

affects the bottom line!

ROI has become the basis for all future IT investment • That’s the key to unlocking our industry – Show that IT

affects the bottom line!

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Keith Aldis – November 2007• How prepared are you?• How prepared are you?

In ITSM We have revised our way of getting over this and ITIL V3 is the result. It’s about Lifecycle Management.y g

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It’s organic and easily adopted…

Planningg• 1. Service Design • 4. Service Strategy

Doing• 2. Service Transition • 3. Service Operation

R i iReviewing• 4. Service Strategy (again)• 5. Continual Service Improvementp

It’s a natural “people” process but

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we need to train for it

We (SFIA) and the partners have a big challenge in front of usfront of us…

…We know;

One in 6 UK employers say that their staff do not have th i ht killthe right skills

We in the UK need to maintain our position as globalWe, in the UK need to maintain our position as global leaders in IT!

New skills must be delivered to help us keep up!

A d i d d f l itA roadmap is needed for clarity

SFIA should help create that roadmap – it has!

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SFIA should help create that roadmap – it has!

My simple view!

Attraction

Schools/Colleges

Universities

Larger skills poolMore talent

Profile of sectorAttractionOther sectors/ diversity

Unemployed

Profile of sectorIncreased capability

Cultural growthCommunity responsibility

Standards

Training programmes

Easier career pathwaysTransferability of skills

R d d tDevelopmentIncreased funding

Quality assurance

Reduced costIncreased output

Increased capabilityInnovationAttract the right people Quality assurance

Qualifications

Assurance of employers

Integration of individual& employer needs

tt act t e g t peop eby having

a clear structured career pathway

RecognitionAssurance of employers

Independent Measurement

Achievement

p yConfidence in capabilities

Profile of companies & the sector

Transferability

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Achievement Transferability

And at the same time create an occupational map and fill it with competence measures

and broader skills development and recognise themand broader skills development and recognise them

CEO/CIO/Owner/Director

P

5

Sales/Customer/IT Service Manager

Peoplei

4

Technician/Team Leader

e alreadindust

3

2IT Technician/Service Desk Operative

Trainee/Apprentice/Student

dy in ttry 2

1Trainee/Apprentice/Student

New or unqualified

the

1

ENew or unqualified E

Most people are here!

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Keith Aldis – November 2007New to the industry

Most people are here!

“None of us, is as smart as all of us’’

“A shared problem is a problem that can be resolved”

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We have a fantastic mechanism to help develop the pathways to skills that wedevelop the pathways to skills that we

need

We’d like to help!We d like to help!

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Business

Managing The Capability Of Our Industry