Download - Service Management or Service Integration - whats in a name - itSMF 2014 - Johann Diazv0_3_1FINAL
Service Management or Service
Integration – what’s in a name?
Johann Diaz Head of Service Management
Transformation November 2014
World of IT & Service Management
Continues to change rapidly:
• Cloud, Social, Mobile, Big Data
• Outsourcing
• SaaS / PaaS / IaaS
World of IT & Service Management
Continues to change rapidly:
• Cloud, Social, Mobile, Big Data
• Outsourcing
• SaaS / PaaS / IaaS
$7.1 trillion world market for IoT solutions projected for 20201
15% of all “things” will be connected by 20202
3 times faster growth rates in IoT spending
compared to traditional ICT markets2
50 billion “things” will be connected to the
internet by 20203
Internet of Things market:
Service Management or Service
Integration – what’s in a name?
Johann Diaz Head of Service Management
Transformation November 2014
SI Model (high level)
Business Stakeholders
Strategy, Sourcing, Value Management
Service Integration & Management
Service Desk
Service
Tower
Service
Tower
Service
Tower
Legacy Private
Cloud
Partner
Cloud
Public
Cloud
e.g. Hosting Services
e.g. Microsoft, Salesforce.com
e.g. Amazon, Rackspace
Service Management or Service Integration
Focus
• Top Down vs Bottom Up
Speed
• of change
Skills
• Softer
Focus
Focus – Business
Outcomes
1. Cost Reduction
2. Agility - TTM
3. Simplification
4. Sustainability
5. Service Excellence
Service
Integration
Service
Management
• Benefit – journey with all
• Risk getting de-railed
• Benefit – leapfrog
• Risk too much to bite off – big ticket price Top Down
Bottom Up
Speed of change
Compelling
Vision
Focus – Business
Outcomes
1. Cost Reduction
2. Agility - TTM
3. Simplification
4. Sustainability
5. Service Excellence
Service
Integration
Service
Management
• Slower, incremental steps
• Work with
• Benefit – journey with all
• Risk getting de-railed
• Faster, transformational
• Work without
• Benefit – leapfrog
• Risk too much to bite off – big ticket price
Pace of
Change
Skills
Focus – Business
Outcomes
1. Cost Reduction
2. Agility - TTM
3. Simplification
4. Sustainability
5. Service Excellence
Service
Integration
Service
Management
• Slower, incremental steps
• Work with
• Benefit – journey with all
• Risk getting de-railed
• Faster, transformational
• Work without
• Benefit – leapfrog
• Risk too much to bite off – big ticket price
Compelling
Vision
Pace of
Change Soft Skills
Why Bother?
Level 1
Awareness
Level 2
Committed
Level 3
Proactive
Level 4
Service-Aligned
Level 5
Business Partner
Reactive, fire-
fighting culture
Adhoc
processes
Low customer
confidence
Working on
implementing industry
best practices
Looking at industry
best practices
Initial process
formalisation
Tiered
support
Consolidation.
standardisation
Day-to-day
processes
mature
Wide-spread
virtualisation
System
management
tool integration
Trusted
service
provider
Process
automation
Service SLAs
Industry best
practices in place
Real-time
infrastructure/ private
cloud computing
Strategic
relationship
managers
Proactively pilots
new technology for
business
innovation
Service Delivery
Service Management
Service Integration
SO
C B
rok
era
ge
Source: Gartner 2014
Why Bother?
• Future-proof
• Go Faster
• Up-Skill
• Keep Job
• Enhance Career
• Shape Future
Trusted Partner
Service Broker Not IT Fixer
Opportunity to:
SUMMARY - Service Management or Integration?
Focus
• Top Down / Bottom Up
Speed
Fast / slower
Skills
DIY / Outsource
Remember…………..
“If the rate of change on the outside exceeds the
rate of change on the inside, the end is near.” ― Jack Welch
For copy of white paper on SM2SI
Johann Diaz Head of Service Management Transformation
ITSMF UK 150 Wharfdale Road,
Winnersh Triangle,
Wokingham,
RG415RB,
United Kingdom
Tel: +44 (0) 118 918 6500
Fax: +44 (0) 118 969 9749