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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