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SESSION 301 Wednesday, November 1, 3:00pm -
4:00pm Track: The Strategist
Can ITSM Lead Digital Transformation?
Matthew Hooper Director ITSM, Ivanti [email protected]
Session Description
Governance has traditionally been viewed as a roadblock, controlling and slowing down innovation. Incredibly, some enterprises are using governance to increase speed and velocity. But how can governance create agility? How does service management remove constraints, and what role does DevOps play in governance and service management? If your role requires leading IT to be more innovative and value-focused, attend this session to discover how lean service management practices, along with DevOps cultural changes, can enable enterprise-level agility within your organization.
Speaker Background
From help desk to CIO, Matt Hooper has more than twenty years of experience helping organizations transform IT cultures from service-centric to customer-centric. An international speaker and educator on agile business management, leadership, technology, and customer service, Matt shares his vision for growing and sustaining business outcomes through ITSM, DevOps, and PPM agility. Matt is also a podcaster, avid blogger, and social media personality.
Can ITSM Lead Digital Transformation?
2
DISRUPTION
DIGITAL ECONOMY
where
IT IS THE BUSINESS
Change is Inevitable
5
How did we get here?
Mainframe -
LAN desktops -
WAN systems -
Internet Systems -
Mobile apps -
Cloud apps -
The ability to digitally reimagine the business is determined in large part by a clear digital strategy supported by leaders who foster a culture able to change and invent the new.
Strategy, not Technology, Drives Digital Transformation
MIT SLOAN Management Review
http://sloanreview.mit.edu/digital2015
DIGITAL
THE BUSINESS OF IT
HAS CHANGED
Technology
1980s
Systems Services Experience
1990s 2000s 2010s
Value
2020s
Most managers think the key to growthis developing new technologies and products. But often this is not so. To
unlock the next wave of growth, companies must embed these
innovations in disruptive new business models.
Clayton Christensen Harvard Professor and Author of Innovators Dilemma
Change or DIE!
12
13
Current Trends
“Paper is not our competition.. filing is our competition”
Phil LibinFounder Evernote
SO WHAT DRIVES
DIGITAL TRANSFORMATION
16
Revenue Growth
Create Better Customer Experiences
Achieve Cost Savings
Improve decision Making through Analytics 2%
4%25%
17
Sou
rce:
Pw
C, 2
015
Glo
bal D
igit
al I
Q®
Surv
ey,
2014
Dig
ital
IQ
® Su
rvey
; B
ases
: 1,9
88,
1,49
4 20
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In
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ctio
ns?
WHO’s Driving Digital Transformation?
How organization defines Digital Strategy
CIO CMO
Synonymous with IT 41% 29%
Customer-facing technology activities 33% 49%
Technology innovation- related activities
50% 62%
Source: PwC, 2015 Global Digital IQ® Survey; Base: 1,988Q: How does your organization de ne digital? Select up to two statements that best describe your company.
19
What will fix?
An organization’s ability to learn, and translate that learning into
action rapidly, is the ultimate
competitive advantage.
Jack Welch
CEO of GE for 20yrs driving value 4,000%
Requirements
Build
Test Incident
Release Operate Resolve
What’sNeeded
What’sbroke
What’sChanging &
by who
Who is using
What’s not working
How did we fix it
Project Management
Source Control TestManagement
EmailEvent
ManagementIncident
Management
KnowledgeManagement
?
Pray
What’sConnected
WATERFAIL Methodology
SPEED
23
Integrated IO capability
AG
ILIT
Y
Traditional vs. Agile ITSM
• Traditional ITSM • Agile ITSM
Customer – anyone not in IT
PMO, Development, Ops – 3 different groups
IT & the Business
IT Projects
Service Providers
Company has 1 customer and they don’t work here
IT is not a department but a capability
IT is the business
Only business projects
IT enables the Digital Strategy of the organization
Stacked sets of functionality are published in a major release
Small sprints of code are utilized to create change
Incidents and outages are a detangling effortImpacts are quickly isolated and roll-back is performed if needed
Service HealthSystem
Enterprise Service Model
Why Needed
Requirements
Build
Test
HowConnected
WhatCould break
Enterprise Knowledge
Incident
Release
Operate
ResolveWho is
impacted
What’schanging
How we improve
Enterprise Service Model for ITSM & DevOps
S e r v i c e M a n a g e m e n t
S e r v i c e O p e r a t i o n- S u p p o r t
- M a i n t e n a n c e
C h a n g e
I n n o v a t i o n M a n a g e m e n t
R e l e a s e
C o n f i g
P M
E A
D e m a n d
A u t o m a t i o n
V a l i d a t i o n
O p p o r t u n i t y
I d e a t i o n
Service Management & Innovation Management
DIGITAL OFFICER REPORTING FOR DUTY
@VigilantGuyMatthew Hooper Director ITSM
[email protected] (781)439-8041