Showing posts with label CIO. Show all posts
Showing posts with label CIO. Show all posts

Wednesday, February 23, 2011

Dazed and Confused - Pink11 revelation

It's 6am Vegas time, and my head is spinning.  I am coming up on day 3 for me of one of my favorite conference venues Pink Elephant IT Service Management.  After years of studying, implementing, consulting and leading ITSM intitiatives and projects I woke feeling like someone had picked my pocket.

WHY IN THE WORLD DO NON-IT COMPANIES HAVE IT SERVICES?
THEY DON'T NEED THEM!
There I said it.  (actually' I've already tweeted it).

Why would I say this?  Me, after standing on soapboxes for so many years.
I don't know if it's the past year of doing the ITSM Weekly Podcast and listening to guests.  Having some gut wrenching discussion internally at Inforonics about our corporate strategy.  Maybe it has been reading the Universal Service Management Body of Knowledge (after reading this post Ian offered users a $50 discount. use Discount code "VigilantGuy" tx Ian) and meeting its author this week Ian Clayton.  I'm sure it's a  bit of all that, but's it's definitely 2 distinct events that have happened in sessions here at Pink.  Which is why this contiues to be one of my favorite venues.

Event #1) After a 45 minute panel discussion on Service Catalog (of which I had the pleasure of being on) the last question of the day was by a women who was frustrated by the inability to have services defined and asked "Besides Email, what are some other IT services".  I then hear each panelist rattle off System after system,  network, storage, etc..   It was clear this panel of Service Catalog (where you write down what the services are for the business) couldn't agree on what a Service is.

Event #2) In a panel discussion moderated by Rob England (aka The IT Skeptic) the topic was the elusive CMDB.  A source of consternation, frustration, and confusion throughout the ITSM industry.  The major point hit again and again: It has to be Service Aligned....  But wait, we can't define what a service is.
As I sat there and listened to the extremely passionate arguments, emotional lessons learned, and even one person honeslty begging for help.

We are trying to put Round Pegs in Square holes.  We are making up a layer that does not need to be there.  The IT Service layer is fabricated to fill a misconceived whole.  Well there is no whole.

Business Models are supported by Operational Models that are managed through systems and processes.  Business Services are the only services a business needs.  These can be supported through systems layer that correlates and integrates assets (technical or not).

Yet, that is not how ITSM community speaks and talks. In the ITSM community if my Business Model is about Hospitality, we still create this thing called Storage Area Network Services.  When did SAN Services become something people buy to get a hotel room.  They Don't!

So if I follow the current thinking on ITSM, I am supposed build and define the SAN Service, put it in a catalog, map it to a CMDB, and present its value to my CEO and ask him for a seat at the table.

If you were CEO, would ask me to sit down?

I can tell you what Captain Arbrashoff would say: "Beat it buddy"

Please tell me your comments or send me a tweet @vigilantguy  I would love to hear your response and thoughts on this.
On to day 3.
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Thursday, January 6, 2011

ITSM Weekly the Podcast (Week36) - Guest Speaker: Ian Clayton

My dad was a mechanic, he is the farthest thing from a "Computer Guy" as you can get.  Seriously, I have to use Webex to support him because I just don't have the patience to walk him through screen clicks, but that's a whole other blog.  Yet, he was not unlike most of the IT professionals I have worked with.  Let me explain: He owned his on Garage, a Service Station, so it was naturally ingrained into me that when people had problems with their technology (uhm yes, Cars are technology) that they would take it to him to have it "serviced".  This idea of going to professionals to have your problems handled is by no means new.  Yet somewhere along the line service standards changed.  Let me illustrate.  I remember pumping gas as a kid for my dads customers (yeah for real, people didn't actually do it themselves), I would even check the oil, wash the windshields, and even clean the wiper blades.  Also, you could get any type of car repaired, and we did any type of repair. We were a "Full Service" station.  Times have changed we now have "Self Service" stations where you get Gas and typically food goods and other non-automotive related convenience items.  "Full Service" stations you get your gas pumped and that's usually it.  As for car repairs, you go to specialists, Brakes, Mufflers, Transmissions, etc...  The progression has been, as people became more comfortable with their technology, they have become more self sufficient, able to service themselves and look for value added services to their time and convenience.   
I see the IT industry heading down the same path.  IT staff used to be great to help setup network switches, desktops, install applications.  Now an office manager or receptionist won't get hired without knowing these skills.  Thus IT leaders need to look at the trends to help customers be serviced better, more conveniently, enable and empower them to help themselves.  In Episode 36 we have a great guest and legend in the IT Service Management space, Ian Clayton.  Ian is a very forward thinking expert on customer service management and speaks frequently on the concept of "Outside-In".  I hope you enjoy this podcast, as much as I did and I can not recommend his book enough, USMBOK for IT service Management.  Ian has offered a %50 when you enter the code "servicesphere" at check out.


Shownotes and details here: http://www.servicesphere.com/blog/2010/10/11/itsm-weekly-the-podcast-episode-36.html


ITSM Weekly The Podcast (Episode 36) from ServiceSphere on Vimeo.

Special Guest:  Ian Clayton, Ian's Blog Here, See Ian in January 2011Here!
Submit Questions:  Anonymously or Email or Call In: (765) 236-6383 or Twitter Questions/Comments #ITSMWP
Episode 36 Topics:
COOL DEAL:  50%  OFF USMBOK for ITSM Weekly Podcast Listners!  Enter Code "servicesphere" at checkout
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Tuesday, December 21, 2010

ITSM Weekly the Podcast (Week34 & 35) - ITSMF Video and Post Show Episode

Many people ask me why I am part of certain associations.  SIM (Society of Information Management), HDI (Help Desk Institute), ISACA (Information Systems Audit and Control Association), and ITSMF (Information Technology Service Management Forum).  The first reason is to meet smart people.  I don't have time to research the latest and greatest trends, practices, and keep up on who's who.  Since 2004, I have had a dual role of chief marketing and technologist.  Each of those disciplines area in and of themselves morphing at lightning speed.  So to keep up, I've found networking with folks for a few hours and hearing a presentation on certain topics keeps me in the know.   Sadly, however, the value of networking groups have diminished as committees are formed and political agendas are pushed.  The value of volunteer-ism is diminished because of prominence or association. What do I mean?  Take for instance the hard working independent consultant who is out working it, and offers to give his experience of deploying a Service Desk at 5 clients vs. the Service Desk Manager for a well known financial institute that has hired guns at their disposal for the hard work.   The committees for choosing speakers all too frequently discount the independent because of fear that they will try to sell the audience, and will choose the big company profile.  Even if the IC has proven to put a lot into the organization.  Give me a break!   First off, 30-50% of the audience at these conferences have either been, are, or will be a consultant at some point in their career.  Second, a SPAMMY consultant is pretty easy to call out.  Anyone who has been at this for a while knows that if you pitch at a conference you loose your audience and credibility fast.  Staying hard-core has always shown value and increased the awareness of your skills and thus led to follow on work.  Even if you are not a polished speaker, simply speaking from the heart on real world experiences and engaging the audience in a mutual discussion will drive more value.  So committee members I call out to you, if you want my continued membership.  Get the workers out in front of us and save the experts for panel discussions.  We want to hear "real world".   Don't get me wrong, I'm not saying we shouldn't have real practitioners from the Big name companies.  Believe me, I appreciate their discussions.  However, if you have attended these conferences and meetings, you have seen that it is "always" these folks.  I'm saying give us people who are dynamic, exciting and know what they are talking about, regardless of their role, company or title.  Just keep it real!


Ths week in IT Service Management Weekly the Podcast, Chris, Matt and I record live from the ITSMF Fusion 10 conference.  It's only 20 minutes, so I have also put in here the following podcast.
Enjoy


LIVE from itSMF Fusion 2010 ITSM Weekly The Podcast (Week 34) from ServiceSphere on Vimeo.


ITSM Weekly The Podcast (Episode 35) from ServiceSphere on Vimeo.

I See A Pink Door and I Wanted Painted Black
What happens when a CIO, a Service Desk Manager and an Industry Junkie Chat Weekly?!
Submit Questions:  Anonymously or Email or Call In: (765) 236-6383 or Twitter Questions/Comments #ITSMWP
Episode 35 Topics:
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Thursday, October 14, 2010

ITSM Weekly the Podcast (Week29) - Guest Speaker:Matt Blair & Taj Peeran

For the next gen of IT professionals the business landscape is a theory not a law.  With so much dynamics in the underlying operations of marketing, sales, manufacturing, IT is going to be challenged to bring a new game to the table.  Students need to be Business Students with Technology skills.  Product development and innovation is going to be a the mainstay of the engineering folks.   The role of the IT professional will be to manage the "pure sciences" capability, including intellectual property into a monetized outcome of technology (applied science).  Creating and protecting value models based on business benefits driven by technology will be no easy task.  The CIO of the future will have to have deep and diverse skills, if role exists at all.

Listen in to this weeks podcast as we talk to Matt Blair & Taj Peeran 2 students working to get their Masters in Information Services (MSIS).
Show notes here: http://www.servicesphere.com/blog/2010/8/22/itsm-weekly-the-podcast-episode-29.html

ITSM Weekly The Podcast (Episode 29) from ServiceSphere on Vimeo.



Dancing as Fast as We Can, Utility, Warranty and the “I” in team. 
What happens when a CIO, a Service Desk Manager and an Industry Junkie Chat Weekly?!
REAL LIFE STUDENTS OF ITSM!
Special Guest:  Matthew Blair - Matt Blair is the President of the MSIS Association - a networking, personal development and community service organization that runs a parallel with the Masters in Information Systems (MSIS) program in the Kelley School of Business at Indiana University.  He writes about current IT issues in his blog,MattMinute, and also has intern experience in audit, project management and process refinement.  He holds a Bachelors in Finance and Accounting and will be graduating with a Masters in Information Systems in May 2011.  He can be reached via LinkedIn or e-mail at mablair@indiana.edu.
Special Guest:  Taj Peeran is currently pursuing a Masters Degree in Information Systems at Kelley School of Business, and at the moment interning at Mead Johnson, Evansville for the Global PMO Group. With an undergraduate degree in Computer Science, and a keen interest in technology and software development, he worked for Wipro Technologies for 4 years, where he focused on developing and architecting solutions on the J2ee platform. On the MSIS program he says - 'The program has an excellent blend of technology and business subjects. The focus of the program is to empower its students to understand the different aspects of managing and governing IT'. He can be reached via LinkedIn or email: apeeran@indiana.edu
Series:  ITSM and Higher Education
Submit Questions:  Anonymously or Email or Call In: (765) 236-6383 or Twitter Questions/Comments #ITSMWP
Episode 29 Topics:
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Tuesday, August 24, 2010

ITSM Weekly the Podcast (Week26) Special Guest: Riitta Raesmaa


One of the areas that plagues CIO's and subsequently IT organizations is the area of contract management.  Even the CIO who is a savvy negotiator will readily admit, once the deal is inked managing the life-cycle of the contract becomes an exercise in file keeping, not vendor management.  This weeks guest on the podcast is Riitta Raesmaa, VP of Marketing and Communications for Sopima.  Like all of our guests she is skilled in ITSM and a major contributor to information sharing, whether through ITSMF or twitter.  She doesn't talk about contracts management on the podcast, but looking at her companies website Sopima got me thinking, this is definitely a topic CIO's could learn a lot more about.
Our last in the series of Women in IT Riitta is great fun, has a huge following on twitter and brings some great insight to the nation of Findland.

Show notes and Links here:  http://www.servicesphere.com/blog/2010/8/1/itsm-weekly-the-podcast-week-26.html  Thanks again to Hornbill for sponsoring this series.


R


ITSM Weekly The Podcast (Week 26) from ServiceSphere on Vimeo.

how Hosts:
Christopher Dancy
Matt Beran
Matthew Hooper 
 


Sponsor:  Hornbill Software 
Sponsor Special:  You Choose!! 
Week 26 Topics:
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Tuesday, June 1, 2010

ITSM Weekly the Podcast (Week16) Guest: Chris Dancy

This week our host with the most returns, Chris Dancy.

Chris Dancy is the leading media interface for IT Service Management.  His quick wit, humor and deep knowledge of the industry combine to make the ITSM Weekly Podcast a great success.  The last 2 episodes Chris was on vacation, but he is back renewed with energy and ready to bring back his "Shock Jock" to the ITSM industry.

Show Notes: http://www.servicesphere.com/blog/2010/5/23/itsm-weekly-the-podcast-week-16.html


ITSM Weekly The Podcast (Week 16) from ServiceSphere on Vimeo.

Show Hosts:
Christopher Dancy
Matt Beran
Matthew Hooper .



Week 16 Topics:  Episode 1541 (well episode 16) 
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Monday, December 7, 2009

The Role of Configuration Management Systems within the Knowledgebase

If you have been sucked into the world of Twitter, like I, have then you have seen all the buzz that has been going on about "Configuration Management Systems". To sum it up, basically there are 3 camps with opinions on the concept:

Camp 1) Says CMSs don't exist and are fantastical.
Camp 2) Says they are fundamental to your IT Service Management strategy and it is impossible to live without them.

Then there is where I personally sit...
Camp 3) CMSs exist in every organization. Organizations that say they don't have one wouldn't know one if they saw it. Organizations that say they don't need one are already using it.

So for the newbies in my blog world, let's cover what a CMS is.
Simply put a CMS is a logical collection of information about business IT resources. Over the years they have matured, but pieces of the CMS are asset databases, system maps, network diagrams, software architecture diagrams, IP address lists, escalation procedures, etc...

As you can imagine, it is not easy to document the multi-dimensional relationships between hardware, software, locations, people, versions, ahh... my head is hurting.
And there you have it, the reason why there are so many people in either camp 1 or Camp2: People try to take in too much information and map it.

This is also the biggest reason CMDB implementations fail. (CMDB is a set of databases that hold specific configuration data. CMDB's link together to make the CMS.)

Be that as it may, unless your IT shop is super small or completely defunct, you most likely have quite a bit of information about your systems documented. The challenge, then, is how to find the info and make it usable.

Everyone wants a robust knowledgebase. They want this knowledgebase to tell them everything they need to know. How do we fix problems? Where is the equipment is located? Which systems support which users?

All of this is valuable information that is critical to supporting the business. However, like the system data, you may have it, but it is probably difficult to find and tough data to manage.

This is where a CMS comes in. A CMS simply is a utility to help relate documentation together for ease of use and finding. Many organizations turn their Wiki's or Intranets into a CMS. Of course you can leverage other powerful tools such as Visualization tools, discovery, monitoring integration to help give more context to data. Like any data source, it is important to remember Garbage In-Garbage Out. So it is critical to make sure you have a source control/change control on the content that is in your CMS.

When this information is brought together through one source, the Service Desk and others can utilize it to find the information to solve problems, to resolve outages, to analyze risk, etc...

Now that we have a clear picture of which systems depend on which, and what services they provide, can't we leverage this for better rules related to monitoring for pinpointing root-cause?

We sure can. Next month I'll take us down a path of leveraging the CMS relationships for automating dependency modeling within end-to-end monitoring tools.
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Tuesday, July 8, 2008

Service Catalogs are the key to demonstrating Value

What is a Service Catalog? Simply put it is system or documentation that allows people to preview the services they can obtain from you and the expectation they can have of getting those services (time, cost, quality, etc...).
Do we need a Service Catalog? Do you need a resume to get a job? No, but if you want the right job, and want to get paid fairly for the abilities you can bring, and want to set the right expectation, then you will want to have a clearly articulated resume.
Same thing with the IT Service Catalog. If you want the business to appreciate the value IT brings to the organization, and you want to ensure that staff, suppliers, and costs are adequately budgeted for, then you must present to the business your capabilities. The Service Catalog is where you will publish and present what IT will do, and thus what they will not do. At face the business will not necessarily want IT to have this. If you do not currently have an IT Service Catalog, then currently the Business can ask you for whatever they want, and IT has to scramble to either try and justify why they can't do it, or figure it out. If there is no cost allocation in place for IT resources, then in the eye of the Business stake holder IT is a free resource, and we all know what the value of free - zero - free has no value.

Thus to really drive the value of IT services, IT must put in place a definitive "what we do, how we do it, and how much it costs" communication platform. More advanced organizations are using this information to build an on-line IT ordering site where people can order account setups, email boxes, new laptops, PDA's and Blackberries, and other enablement services. These sites will typically hang-off the Service Desk platform so that people can get services ordered without having to interact with a service request person. This can lead to tremendous cost savings and it also leaves the business in more control. So many organizations are finding the business more willing to fund the Service Catalog under the umbrella of Self-Service optimization and cost efficiency.

Next blog: "Is the customer always right?" I'll share some tech support stories to show the difference between a customer focused support person and a person who answers the phone and follows a script.
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