…optimise your it investments latency cm for automating business processes beyond source code by...
TRANSCRIPT
…optimise your IT investments
Latency
CM for automating business processes beyond source code
by David Norfolk MBCS, CITP, CEng, ARPS
Practice Leader, Dev. & Gov. at Bloor Research
www.bloorresearch.com/blog/the-norfolk-punt.html
Bloor is one of the leading European Bloor is one of the leading European technology analyst groupstechnology analyst groups
telling the right storyConfidential © Bloor Research 2012
Agenda
Introduction to people-centric CM for automating business processes
Use casesSecretary
Business continuity
Regulation
Testing
Success metrics
Feel free to interrupt with questionsFeel free to interrupt with questions
telling the right storyConfidential © Bloor Research 2012
Introduction: Key message
People-oriented CM helps to deliver: people-centric automated business processes
Not just software
With:actionable insights into what is going on
And, trust in the automated processes
even comfort
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Intro: What this means is...
Managing everything critical for business service delivery
Configuration Items (CIs)
Whatever they are, e.g.:SLAs
Telephones
Key people
“Everything is a CM problem”My thought for today
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Secretary Use Case
Old secretary stereotypeTypes, closes laptop, loses all his typing!
Cue laughter!
But he's a good secretaryIt's quicker to retype than get IT to fix it
Why shouldn't it work as he expects? With integrated versioning, it could
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Secretary Use Case
“People-centric CM for secretaries”Like working with a PA, a notepad and a filing cabinet – but with a PC
Overwriting things not a problem if you overtype today's message tomorrow, why should you lose it?
Different “live” text versionsfor different stakeholders
Relationshipsbetween text and the process using it
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Signs of the coming times
Think CM for business assetsmanaging requirements for different stakeholders
NYSE builds its systems on a CM software platform because:
“everything we do is potentially audited or regulated”
Pixar uses CM for stories and sound clips
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So, what is a CMS then?
A Configuration Management System is the automated system that tracks the attributes and history of “everything” necessary to delivering a business service
plus, relationships between these things
it implements a CM process
It could manage, e.g. training courses, SLAs, telephones and office desks
but, probably, not down at the pencils level
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Use case: Business Continuity
Be confident of resilient service delivery
before the unthinkable happens
Recreate business services elsewhere
complete with everything you need to deliver the service
CM tells you what you needand the version of it you want
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Use case: Regulation
Be confident that what the regulators asked for is still in production
even through process changes
Recreate the service as it was when the customer complained
so you can investigate
with minimal disruption
Demonstrate that you're in controlso the regulator bothers someone else
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Use case: Testing
Set up test environments reliablyfor different stakeholders
Scale test environment down from production
in a known, defined, way
Test in defined environmentspast
future
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Success metrics
The CMS is actually being usedby people doing useful business
Staff are enthusiastic about itthe CMS makes their lives comfortable
Your “good governance” is respected
regulators believe that you're in control
Stakeholders sleep well at nightno surprises!
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Best of all
Say it again: No Surprises!
An effective CMS helps your business run smoothly and effectively.
how can you expect to function if you aren't managing the things essential for business service delivery?
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Guidance
The BCS CMSG http://www.bcs-cmsg.org.uk/
Configuration Management: Expert Guidance for IT Service Managers and Practitioners
by Shirley Lacy and David Norfolk
http://www.bcs.org/category/13336
Remember, the ITIL CMS isn't just for software
telling the right storyConfidential © Bloor Research 2012
Questions
Any questions?
Or email me: [email protected]
The slides will be available on the Bloor site: www.bloor-research.com/events
Thank you for attending!