ASL BiSL ITIL (Solvay, Brussels, Nov 2009)

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Text of ASL BiSL ITIL (Solvay, Brussels, Nov 2009)

  • 1. Solvay Brussels Schoolof Economics and ManagementBrussels, 26 November 2009ASL / BiSL & ITIL V3Mark Smalley1

2. Introduction Mark Smalley Experience in IT domain since 1978: ApplicationDeveloper, Service Manager, Operations Manager,Business Developer, Portfolio Director, Trainer,Consultant Specialized in Application Management Trainer in ASL Foundation CertificationMark Smalley CYO Capgemini, Principal ConsultantBlind Monk ASL BiSL Foundation, International Affairs Maintertainer EXIN, Member Professional EXIN Group Paradigmologist Rotterdam University, Lecturer mark.smalley@aslbislfoundation.org www.linkedin.com/in/marksmalley2 3. Agenda ASL BiSL Foundation Context BiSL ASL ASL & ITIL V33 4. ASL BiSL Foundation Professional association for InformationManagement and Application Management Non-profit, Vendor-independent, Public domainorganization, founded in 2002 in the Netherlands Funded by 30 Demand and Supply organizationswho benefit from standards and best practices Advance professionalization of IT from both abusiness and an IT perspective Standards and best practices are freely available http://www.aslbislfoundation.org4 5. Ecosystem TrainersConsultantsPeople ProcessTechnologyAM Organization5 6. ASL BiSL Foundation Free Products & Services Process frameworks: ASL and BiSL Best practices Publications, Whitepapers, Presentations On-line support Examination specification Certification specification Theme sessions (free), Annual conference (fee)6 7. International Standard Dutch standard NEN 3434 for ApplicationManagement is based on ASL NEN 3434 currently being fast-tracked to ISOstandard; announcement expected mid 20107 8. Agenda ASL BiSL Foundation Context BiSL ASL ASL & ITIL V38 9. DilemmaThe problemwith learning is teaching Russ Ackoff9 10. Observations Changeable and complex world Shorter horizons Good is good enough Power shift in supply chain Trust and loyalty Pressure to perform and change Dependency on / complexity of I(T) Growth of business involvement with IT10 11. Trends Speed of change in Market, Business & IT Dependence of Business and Society on IT Complexity of IT Virtual infrapplications (Open Source, SOA, Clouds etc) Complexity of IT Organization Ecosystem of IT Service Providers and other players Complexity of Business Organization wrt IT Diversity of demand Business involvement11 12. IT Tsunamis Business ITStrategy Involvement Business IS Data Software HardwareOperations 12 13. Consequences for IT Service Providers More business domain knowledge More business empathy Different management paradigm Command & control -> Communicate & collaborate Few big bangs-> Many little bangs Different professional skills Green field architecture -> Brown field architecture Coding internal software -> Combining external software13 14. Critical Cultural Change Brown Field ArchitectureScanBusinessExternal Choose Domain Orientation & Check KnowledgeCollaboration Act Assembly & Integration14 15. Consequences for IT Service Consumers More confidence to deal with IT Develop professional capabilities Focus on what, not how15 16. Agenda ASL BiSL Foundation Context BiSL ASL ASL & ITIL V316 17. Demand Supply Framework of frameworksIT & Business InfrastructureInfrastructureManagement SuppliersManagement Business Information Management ApplicationApplicationUsersSuppliersManagement IT Component IT Service IT ServiceSuppliersProviderConsumer Mostly external,Internal IT Dept /Business dept possibly internalexternal provider17 18. DemandSupplyBusiness Information Management Advising Customer managementas to strategic and tactical IT & Businessinformation requirements Specifying informationrequirements Management Designing and implementing non- Businessautomated Information systems InformationManagement Acquiring automated Informationsystems and related services Users Designing and implementingprocesses and procedures for useof Information systemsIT ServiceConsumer Supporting the end users on howto use the Information systems Ensuring that Information 18systems are used appropriately 19. BiSL FrameworkSupplierDefine Definerelationshipchain technologicalmanagement developments developmentsInfor- User DefinemationInformation Information relationshiporganizationcoor-Lifecycle Portfolio management dination ManagementManagementChain partnerDevelopDefine relationship DevelopI-organization businessmanagementinformationstrategyprocess dev.strategy Planning and Financial Demand ContractControlmanagementmanagement Management Change- mgt Design non-Requirements User Data automatedspecificationsupportmanagementIS Transistion ReviewOperational ITplanning and testmanagementOperations management TransitionFunctionality management19 20. DilemmasReliabilitySpeed of changeCosts 20 21. Self assessment1.I know how much our information provisioning costs2.I know whether thats normal3.I know what the users think about our information provisioning4.I know what the users want5.I have an answer to most of the users questions6.I know how systems are used7.I help users to make effective use of systems8.I know what the managers want, today and tomorrow9.I know how much budget is available and can be justified10. I ensure that changes are well specified and implemented11. I pay a fair price for IT services12. I have clear agreements with my IT service providers13. I advise the directors about the strategic use of information14. I feel like a system owner15.21I work efficiently 22. Assessment BusinessUtilization of IT? OrganizationUtilization of IS?Functional?InformationUsable?SystemsReliable? IT Good?OrganizationCheap?Fast?22 23. Summary BiSLThe world is changing rapidlyOrganizations depend on information to surviveManaging information isnt easyOrganizations need specific capabilitiesBiSL offers guidance for IT Service ConsumersOperational, Management, Quality, Strategic23 24. Demand Supply Common usage of ASL, BiSL & ITILIT & Business ITIL InfrastructureInfrastructureManagement SuppliersManagement BiSL Business Information Management ApplicationApplicationUsersSuppliersManagementASL IT Component IT Service IT ServiceSuppliersProviderConsumer Mostly external,Internal IT Dept /Business dept possibly internalexternal provider24 25. ASL, BiSL & ITILASL and ITIL V3 More on realization and testing of bespoke(additions to) applications More on application strategy More on planning & control and tactical levelprocess quality (although less than CMMI) Dedicated to AM (book: 10% size and costs) Written in AM languageBiSL and ITIL V3 Addresses demand not supply25 26. Agenda ASL BiSL Foundation Context BiSL ASL ASL & ITIL V326 27. ASL FrameworkCustomer OCM Account OrganisationsACMSupplier & MarketStrategy Definition Definition Service CustomerICT Application Life- Delivery EnvironmentStrategy cycle ManagementDefinitionStrategy Strategic Applicatie Port- CapabilitiesTechnologyprocesses folio ManagementDefinitionDefinitionManagement processes ContractPlanning Quality FinancialSupplierManagementand Control management management managementSupportConnecting processes Enhancement & Change renovation managementDesign UseContinuity support management ImpactanalysisRealizationImplementationConfiguration Operationsmanagement management Software 27OperationalTesting control andOperationalprocessesdistribution processes 28. What is AM? Not Hardware & System Software butApplication Software Not initial Application Development buteverything after that Keeping applications operational Changing applications to support business Advising business on (strategic) topics Not Business responsibility but IT ServiceProvider responsibility 40% of ITSM budget28 29. AM Activities Strategy Management Quality Advice ChangeOperations29 30. ASL FrameworkCustomer OCM Account OrganisationsACMSupplier & MarketStrategy Definition Definition Service CustomerICT Application Life- Delivery EnvironmentStrategy cycle ManagementDefinitionStrategy Strategic Applicatie Port- CapabilitiesTechnologyprocesses folio ManagementDefinitionDefinitionStrategyManagement processes Management ContractPlanning Quality FinancialSupplierQualityManagementand Control management management managementEnhancement &AdviceSupportConnecting processes Change renovation managementDesign UseContinuityChange support management ImpactanalysisRealizationConfigurationmanagement OperationsOperationsSoftwareImplementation management 30OperationalTesting control andOperationalprocessesdistribution processes 31. ASL Framework31 32. ASL Framework Business Strategy Business Change BusinessOperations 33. Challenges for AM Customer satisfaction Collaboration with other parties Complexity of application portfolios Speed of business change Meaningful strategic dialogue with the business33 34. ASL Framework CustomerStrategic OCM AccountOrganisations ACM CollaborationSupplier & Market Strategy DefinitionDialogue Definition Service Customer ICT Application Life- Delivery Environment Strategy cycle ManagementDefinitionStrategy StrategicComplexity Applicatie Port- CapabilitiesTechnologyprocesses folio ManagementDefinitionDefinitionManagement processesSatisfaction ContractPlanning QualityFinancial SupplierCollaboration CustomerManagementand Control managementmanagementmanagementSupportConnecting processes Enhancement & Change renovation managementDesign UseContinuity support managementImpact analysisRealization ImplementationConfigurationCollaboration control andOperationsmanagementmanagement Software 34OperationalTestingOperationalprocesses distribution processes 35. Demand Supply Application ManagementIT & Business InfrastructureInfrastructureManagement SuppliersManagement Business Information Management ApplicationApplicationUsersSuppliersManagement IT Component IT Service IT ServiceSuppliersProviderConsumer Mostly external,Int

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