Behave yourself workshop

1@marksmalley© ASL BiSL Foundation

Behave yourself!Discover which behaviour gets more business value

out of IT investments

Mark Smalley, The IT Paradigmologist

Mark Dave

itSMF Slovakia, Bratislava, 17 April 2015


Participants’ topicsBusiness involvement

Blame cultureIdentification of value of IT

Agreements and expectationsComplex relationship between an external service

provider and their customer’s business departments and IT departments

Changing people’s mindsetsDemand/supply and Chinese walls


Workshop

1. Split up into discussion groups (~5p)

2a Half of the groups play a business role and decide which behaviour they want to see from IT people

2b The other half play an IT role and decide which behaviour they want to see from business people

2c Take (legible) notes, appoint spokesperson

3 Plenary report back and discussion


Workshop


Workshop


Workshop


Workshop


Workshop


Top desired behaviours itSMF Slovakia 2015

1.Business should specify outcome, results, benefits

2.Business should share strategy with IT

3.Business should accept the CIO as a board level member

4.Business should invite IT to communicate new technologies and trends, and participate in strategy creation

5.Business should communicate longer term projects for the development plan

6.Business should treat IT as a partner, not a supplier

7.Business should trust IT8.Business should use a common

language9.Business should share responsibility

for delivering outcomes during the whole lifecycle

These are the findings of the ITSM community who participated in Behave yourself! workshop facilitated by Mark Smalley for itSMF Slovakia on 17 April 2015 in Bratislava

1.IT should understand business drivers and value; accept customers’ metrics and KPIs

2.IT should be flexible and align proposed solution to requirements and changes in a fast and efficient way

3.IT should understand and speak business language (shift from IT to customer)

4.IT should communicate the value that IT adds

5.IT should proactively propose solutions and new ideas

6.IT should anticipate customers’ situation/position

7.IT should transform IT KPIs to business KPIs

8.IT should build partnerships, socialize (have a beer together)

9.IT should offer full transparency (financial, functional)

10.IT should agree and adhere to standards for collaboration

11.IT should be ethical12.IT should be passionate about the

business


Compiled in workshops for • itSMF UK 4 Nov 2013 in Birmingham• itSMF Ireland 19 June 2014 in Dublin• itSMF Finland 2 October 2014 in

Helsinki• itSMF Norway 3 March 2015 in Oslo• itSMF Slovakia 16 April 2015 in

Bratislava

Top desired behaviours


1. Business and IT have good mutual understanding2. Business specifies outcomes rather than output3. Business prioritizes outcomes4. Business has insight into current and future

capabilities of IT and the IT organization5. IT communicates in terms of benefits, costs and

risks, in order that the business can take well-informed decisions

6. Business management informs users about changes

7. Business is the accountable owner of the information systems and leads IT

8. The enterprise fosters a culture in which business and IT share the same table and have a joint vision

These are the findings of the ITSM community who participated in ‘How business and IT collaboration is the key to getting business value out of IT’, facilitated by Mark Smalley, ASL BiSL Foundation & Howard Kendall, Service Desk Institute, and sponsored by APMG-International on 4 Nov 2013 in Birmingham

Top desired behaviours itSMF UK 2013


1. IT needs a better understanding of the business needs and context

2. IT should abandon ‘technical’ SLA’s and explain in more meaningful ways what they’re doing for the business, involving the business in designing the reporting

3. IT should regard itself not as a separate silo but as an integral part of the business

4. The business and IT should talk to each other more often, creating more mutual understanding of pains, priorities, possibilities and limitations

5. The business should stop bullying IT and start trusting them to be their IT partner

6. The business should communicate in terms of problems, not solutions

7. The business should allocate more time to IT, e.g. explaining situation to IT, and training users

These are the findings of the ITSM community who participated in ‘How business and IT collaboration is the key to getting business value out of IT’, facilitated by Mark Smalley, ASL BiSL Foundation & Howard Kendall, Service Desk Institute, for itSMF Ireland on 19 June 2014 in Dublin

Top desired behaviours itSMF Ireland 2014


Top desired behaviours itSMF Finland 2014

The business:1. Shares the strategy / big picture / longer-term plan

with IT2. Discusses the ‘why’ behind IT investments with the

IT department and reaches agreement3. Improves its understanding of IT and the IT dept’s

capabilities4. Trusts the IT department with the ‘how’5. Formulates concrete and simple targets, and

expected measurable value 6. Defines and prioritizes needs and requirements7. Leads and executes business change management

and global portfolio management, in close collaboration with IT

8. Takes charge of the business’ information and its flow

These are the findings of the ITSM community who participated in ‘Which behaviour will get most business value out of IT?’, facilitated by Mark Smalley for itSMF Finland on 2 October 2014 in Helsinki


Top desired behaviours itSMF Norway 2015

1. Business and IT have a ongoing dialogue with each other2. IT understands business processes and outcomes including

impact on customers, and the role that IT plays3. IT proactively suggests innovations to the business 4. IT supports ‘shadow IT’5. IT provides simple and honest reporting (no ‘clever’ use of

KPIs)6. IT talks business language (e.g. value, not systems)7. The business articulates requirements clearly8. The business has mature conversations with IT about

benefits/costs/risks, and needs versus technical possibilities

9. The business understands IT’s capabilities and limitations, and realizes that IT is doing its best

10. The business communicates in problems, not solutions 11. The business invites IT to participate in business

discussionsThese are the findings of the ITSM community who participated in ‘Guerrilla IT’ Service Bazaar Workshop facilitated by Mark Smalley for itSMF Norway on 3 March 2015 in Oslo


The enterprise fosters a culture in which business and IT share a joint vision and are part of the same story, have

an ongoing dialogue, have mature conversations, and strike balances

Summary top business value IT behaviour(workshops Nov 2013 – Apr 2015)

Business people• Specify outcomes

rather than solutions• Articulate needs clearly• Set priorities and take

decisions• Understand IT’s

capabilities and limitations

IT people• Understand business

processes and outcomes, and impact of IT

• Talk about benefits, costs and risks, not systems and features

• Proactively suggest innovations to the business

• Replace ‘technical’ SLA’s by simple, honest and meaningful reporting



Benefits, costs and risks

Profit

Revenue

Cost

Differentbusiness

Better IT functionality

Quicker delivery of IT

Fewer/shorterIT outages

Cheape r/fewerIT resources

Moreefficient IT

LowerOPEX

More sales

‘Benefits Logic’Alex Wortmann

Higherprices

LowerCAPEX

Betterproducts

Betterrelationships

More efficient

Cheaper/fewerresources

Moreinnovative

DevOpsLite

NOT HOT


Blog: Service ain’t over until the fat lady singshttp

://allthingsitsm.com/service-aint-over-until-the-fat-lady-sings

/

The service system is the basic abstraction of service science;

Jim Spohrer, Stephen L Vargo, Nathan Caswell, Paul P Maglio; 7/1/2008

www.ec.tuwien.ac.at/~dorn/Courses/SDMC/BasicAbstractionMaglio2008.pdf

Service Science

http://allthingsitsm.com/service-aint-over-until-the-fat-lady-sings/




http://www.ec.tuwien.ac.at/~dorn/Courses/SDMC/BasicAbstractionMaglio2008.pdf




Mark Smalley, The IT Paradigmologist

www.takingserviceforward.orgwww.aslbislfoundation.org

www.linkedin.com/in/[email protected]

www.smalley.it@marksmalleyMark

Interactive mindmapshttp://miroslawdabrowski.com

Behave yourself!Discover which behaviour gets more business value

out of IT investmentsitSMF Slovakia, Bratislava, 17 April 2015

Technology

Behave yourself workshop