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itSMF InternationalThe IT Service Management Forum
itSMFHong Kong Chapter
Annual Conference 2008
“The new Era of ITSM”
Keith AldisChief Executive & Company Secretary
itSMF International
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itSMF InternationalThe IT Service Management Forum
itSMFHong Kong Chapter
There are 2 x parts to my presentation
1. itSMF International
2. ITIL v 3
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itSMF InternationalThe IT Service Management Forum
itSMFInternational
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itSMF InternationalThe IT Service Management Forum
We are all part of a fully serviced community of like-
minded people?
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itSMF InternationalThe IT Service Management Forum
Who am I?
Keith Aldis…
• The CEO of the itSMF-UK
• The Company Secretary and CEO for itSMF-International
• An engineer, teacher, trainer and customer relations specialist
• Trained in IR and Business Development
• 30 years in the “people” business
• Written Standards for construction, energy and service management qualifications
• Change management & leadership driver
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itSMF InternationalThe IT Service Management Forum
What is theWhat is the ititSMFSMF??
Purpose…
To develop and promote “best practice” and standards in IT Service Management to enable organisations to deliver efficient & effective IT services.
Through…
Thought leadership & contributions, conferences, seminars, workshops, websites, magazines, white papers, research - that enable the sharing of knowledge and experience.
• A “Not for profit/Not for dividend” organisation
• All surpluses ploughed back into the organisation
• It is both a user forum and a trade association
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itSMF InternationalThe IT Service Management Forum
Why Why itSMF?
The clue is in the title…
We need to advocate the need for quality IT services in business
itSMF is a platform (a forum!) to…
Share knowledge and current best practices
Promote exemplar service management processes and…
Develop and measure quality service delivery through…
• ITILv3 (and others MOF, PRINCE2, COBIT, eTOMetc??)
• ISO/IEC 20000, 9002 and others
• Approved training and qualifications (& competence measurement?)
The itSMF community does this.
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itSMF InternationalThe IT Service Management Forum
What is the community?What is the community?
• People who are engaged in Service Management who use a toolcalled IT. Some figures;
• There are some 100,000 IT Service Managers in the UK
• There are possibly 25m Globally
• Some companies have large communities within them – for example,
• Fujitsu UK – 3,000 ITSMs
• CA Globally - 21,000 ITSMs
• IBM Globally - 30,000 ITSMs
• Almost every operation has someone doing “IT”
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itSMF InternationalThe IT Service Management Forum
ititSMFSMF HistoryHistory
Started in UK in 1991 – run by volunteers
• First ‘overseas’ chapter (Netherlands) in 1994/5
• UK General Manager appointed in 1998
• itSMF International created in 2004
• Now 47 chapters and growing…
• UK Chapter alone has 23 staffand £3.5m+ turnover
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itSMF InternationalThe IT Service Management Forum
Outreach, Branches, Regions, Chapters and ITSMF Advocates
Board & Committees
Finance
CEO
External supporters
& funders
OGC a
nd In
dustr
y
Regu
lation
s &
Quality
Con
trol
Services to members – IT Service Managers
Administration
What is my job? CEO = “Chief Enabling Officer”
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itSMF InternationalThe IT Service Management Forum
We hold these “Core Values”….
Provide Value to membersEnhance itSMF’s Reputation
Do it through Teamwork
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itSMF InternationalThe IT Service Management Forum
“None of us, is as smart as all of us’’
IT “hero” culture is out!
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itSMF InternationalThe IT Service Management Forum
The UK Chapter structure – we lend our staff to itSMFI
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itSMF InternationalThe IT Service Management Forum
Chairman: Sharon Taylor – Governance Policy & Accountability
Directors: Alexander Kist – Intellectual Property & Brand ManagementColin Rudd – Professional Qualifications & CertificationPaul Martini – Publishing & Best Practice ManagementPeter Brooks – Marketing & Business DevelopmentRobert Stroud – Audit, Compliance & StandardsKen Wendle – Chapter & Member Services
Keith Aldis - Company Secretary
The new Board has taken take up office from 1st January 2008 for two years.
And now have new portfolios from 28th January 2008
Directors are not representational (i.e. they are not elected to represent Chapters nor (now) nominated by Chapters (as at 31st October)) but there to contribute to the Business as experts in ITSM.
Held its first meeting by teleconference on 14th January
ititSMF SMF International International -- New Board from January 2008New Board from January 2008
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itSMF InternationalThe IT Service Management Forum
Chapter n
Chapter 1
Chapter 1
Chapter 1
Chapter 1
Chapter 1
Chapter 1
Chapter 1
Full International Board
(Chapter Representatives)
IPESC
Chapter 1
CEO, Co. Sec. & Office
Executive Board
Quals & Certs
Publishing & Best Practice
Marketing & Business Development
Governance, Policy & Accountability
Audit, Compliance & Standards
Chapter & Member Services
IQ&C
ititSMF SMF International International -- NewNew StructureStructure
IComms?
CAC?
Full Board?
Intellectual Property & Brand Management
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itSMF InternationalThe IT Service Management Forum
Business Area Income £(000s)
Expenditure £(000s)
Central General 175.6 146.0 Secretariat 0 117.0 Bank Interest 3.0 0 Portfolio Events 185.0 180.0 Publications 250.0 155.0 Qualifications & Certification 480.0 168.0 Marketing & Communications 0 70.0 Commercial & Business Development 0 40.0 Chapter Services 0 20.0
Total 1,093.6 896.0
Surplus/loss 197.6
ititSMF SMF International International -- Draft Budget for 2008/9Draft Budget for 2008/9
* Includes proposed grant payment to Chapters of £120k in April 2009 and new staffing for itSMFI
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itSMF InternationalThe IT Service Management Forum
Portfolio Restructuring• Need for a re-appraisal of portfolios by Directors (Done)• No. of Chapter meetings to increase? (Being considered)
International Staffing • Based upon their Operational budget = £1m• Hosted in UK but wholly independent from UK Chapter• New General Manager from April 2008?• New Business Development Manager?• New Accounts Clerk & Web Support?• New Chief Editor (Chief Librarian?) immediately!
Customer Survey• To be delivered next year to the Chapter Representatives – will tell us what to deliver,
to whom, when & where
Global Employment & Skills Survey• Current state of ITSM “industry”• Formal definition of the industry
Continued development and Support to expansion of the Institute of IT Service Management (ISM)
• Future Independence – Financial & Legal?
Licensing of itSMF brand and trademark• to itSMFI & Chapters – licence drafted up & “free”• Guidelines on its use
Some things to come Some things to come possibly in 2008/9?possibly in 2008/9?……
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itSMF InternationalThe IT Service Management Forum47 chapters in 6 continents; 23 active prospective chapters for 2008
ititSMFSMF Today Today after 2 years of planned expansion! after 2 years of planned expansion! –– from 8 Chapters tofrom 8 Chapters to……
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itSMF InternationalThe IT Service Management Forum
New for 2008! New for 2008! –– www.itsmfiwww.itsmfi--forum.orgforum.org……
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itSMF InternationalThe IT Service Management Forum
HereHere’’s a first look at the new s a first look at the new ititSMFSMFII websitewebsite…… (Available from March 2008)(Available from March 2008)
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itSMF InternationalThe IT Service Management Forum
IT Service Management
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itSMF InternationalThe IT Service Management Forum
“By 2008, “ITIL Compliance”
will be a buying criteria in 75% of relevant IT sourcing decisions.”
That’s Now!
Source – Gartner Inc, G00136652, January 5th 2006.
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itSMF InternationalThe IT Service Management Forum
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 business is about, then they will be replaced!
• 40% of companies do not measure business value of IT
• If so, what then, do they think that IT is there for?
• Only 40% of companies conduct ROI assessments on IT
• Why spend on IT then?
• 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!
• How prepared are you?
• 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 IT
• If so, what then, do they think that IT is there for?
• Only 40% of companies conduct ROI assessments on IT
• Why spend on IT then?
• 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!
• How prepared are you?
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itSMF InternationalThe IT Service Management Forum
ITIL – the background
Service DeskIncident ManagementProblem ManagementChange ManagementConfiguration ManagementRelease Management
Service Level ManagementCapacity ManagementAvailability ManagementFinancial ManagementIT Service Continuity
Also:Software Asset ManagementBus. Perspective (2)
Planning to Implement Service Management
ServiceSupport
ServiceDelivery
The
Business
The Business
Perspective
Application Management
ICTInfrastructureManagement
The
Technology
Security Management
ITIL® is a registered trademark of OGC
Version 2
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itSMF InternationalThe IT Service Management Forum
ITIL V3 – now structured along basic Lifecycle Management principles – this is nothing new!
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itSMF InternationalThe IT Service Management Forum
• Building on a great practice base
• Enabling integration with business process
• Managing services from cradle to grave
• Removing process silos
• Reflecting public feedback for holistic lifecycle focus
This is how business has worked for the last 10 years to my certain knowledge
Why the lifecycle?
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itSMF InternationalThe IT Service Management Forum
Simple Lifecycle Management is about…
Planning- Start!• 1. Service Design • 4. Service Strategy
Doing – Middle!• 2. Service Transition • 3. Service Operation
Reviewing – End!• 4. Service Strategy (again)• 5. Continual Service Improvement
It’s a simple natural “organic” process used at every stage
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itSMF InternationalThe IT Service Management Forum
We have a fantastic collection of “Core” books and processes for
reference
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itSMF InternationalThe IT Service Management Forum
And these are in development & print
We have a potential for and enormous list of “Complementary” publications &
Services• Official Introduction to the ITIL Lifecycle
• Key Element Guides • Pocket guide to ITIL• Foundation Study Guide• ITIL for Executives• Outsourcing Expertise• Scalable Adaptation• ITIL for specific sectors
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itSMF InternationalThe IT Service Management Forum
New Friendly ITIL…
Is this a new dawn?
Do we forget what’s gone on in the past?
It’s the start of a new enhanced phase…
… that will drive ITSM forward
Everything that has happened before, is still valid…
…With the addition of a Business/Customer focus
ITIL still guidelines – not a mandate there are others too!
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itSMF InternationalThe IT Service Management Forum
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itSMF InternationalThe IT Service Management Forum
The change with respect to qualifications
New ITIL – new exams.
Credit for everything that’s gone before…
June - saw the new Foundation Course & Exam
• Foundation v3• Upgrade from v2• Manager & Practitioner routes• Management Diploma
Will version 3 impact the training market?
Too right!
And it will impact on delivery of service as well!
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itSMF InternationalThe IT Service Management Forum
The situation today
Foundation Launched June 07
Foundation Bridge Launched Sep 07
Manager’s Bridge Scheduled Jan 08
Lifecycle modules Syllabus awaiting approval
Capability clusters Syllabus awaiting approval
Managing across the Lifecycle In development
Advanced SM In development
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itSMF InternationalThe IT Service Management Forum
ITIL®ITIL ® Qualification & Certification scheme
ITIL
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itSMF InternationalThe IT Service Management Forum
The Core radiates knowledge,
The Complement builds upon it,
The ITSM community breathes life into it.
When we invest in the future…
We create it!
ITIL & ITSM for our future
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itSMF InternationalThe IT Service Management Forum
www.itsmf.co.ukwww.itsmfi.comwww.itsmfi.orgwww.iosm.com
Keith [email protected]
+44 (0)118 918 6500
Talk to us!
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itSMF InternationalThe IT Service Management Forum