Thursday, March 22, 2012
Practitioner Radio Episode 23 - Demand Channels
Does The Old Saying About Garbage In -> Garbage Out Apply?
I don’t think anyone in the Information Technology industry would disagree that the internal IT function struggles with an image or branding problem. We struggle with a general business perspective that we are too technology focused, don’t move fast enough and simply do not listen to our business partners.
It is true that we often prefer to think of ourselves as the “Information Technology Guardians” rather than “Information Service Providers” and this comes across as elitism bordering on arrogance.
One of the top complaints that the Business Units have of the IT function is that “IT Does Not Understand Business Priorities!”
In our experience it is true that most IT functions struggle with the influx of un-managed service requests and an immature Portfolio process which does a poor job of gating, prioritizing and resourcing matching new initiatives.
From this perspective one of the critical success factors for fixing this problem is the creation and management of formal and managed channels to receive new Demand.
Join Chris and I in a discussion on this topic “Demand Channels”
Demand Channels - Practitioner Radio Episode 23 from ServiceSphere on Vimeo.
Show Notes:
- Pink12
- ITSMF Ottawa Professional Development Day
- Jack Probst itSMF USA Board Member
- IT Operating Model
- Service Management Office
- The Six Channels in the Demand Channel
- Plan Build Operate
- Put DEMAND up front
- Business Relationship Management
- Strategic Demand
- Tactical Demand
- Operational Demand
- Quality Systems are not Process Frameworks
- Influencing Demand?
- What is listening for demand deep below the service desk?
- Paul Wilkinson - Gaming Works
- Push mentality vs Pull mentality
- Devops vs The Business
- Business Continuity Management SHOULD drive the IT continuity management
- The Value of ITIL assessment via The IT Skeptic
- Engineer to Order, Make to Order, Assemble to Order
- To move beyond ENGINEER to order, you need a culture shift.
- Everyone wants to be an ARTIST
Related Topics:
The Three Doors Of ITSM Demand
Practitioner Radio Episode 13 - Service Portfolio Management
Practitioner Radio Episode 12 - Demand Management:
Practitioner Radio Episode 16 - Request Fulfillment
Troy’s Thunder Bolt Tip of The Day: Establishing formal, tiered and managed channels for Demand intake is critical for Business and IT Strategy Integration.
Troy’s & Chris’s Thoughts What Are Yours?
“Like a human being, a company has to have an internal communication mechanism, a “nervous system”, to coordinate its actions.” ~Bill Gates
To subscribe to Pink’s Podcasts on iTunes
Sunday, March 04, 2012
Practitioner Radio Live Episode 22 – Service Management Office 2.0
Live from Pink12 - The Service Management Office 2.0
Join Chris and I as we discuss the role of the Process Owner and the evolution of a new functional group called the Service Management Office.
The evolution of this new function typically starts with the creation of a small dedicate group of ITSM process owners but then often evolves into a new function responsible for service management excellence and CSI
Show Notes:
- Practitioner Radio is 1 Year Old
- Pre-show pre-amble rambling 7:30 am at Pink12
- The ITSM Eco-system – Base Elements
- The Evolving Service Organization (link to full paper)
- Process Owner Critical Success Factors
- Start- Placing process owners in the existing organization structure
- Pros & Cons of placing Process Owners in the existing structures
- Process Owner Combinations
- The move to creating a dedicated Process Owner group / department
- The evolving Service Management Group taking on new functions
- The Service Management Office becomes the CSI Office
- The Service Owner Role
- The Service Management Office Lite (only about processes)
- The SMO is the Internal Service Excellence Group
- The three types of metrics (Technical, Process and Service)
- The Service Management Dashboard
- The Service Owner needs data for Service CSI for Portfolio Inputs
- The next episode “How Do We Retire Legacy Services?”
- Many organizations have started this evolution without intent but now strategy
- The history of Troy’s Thunderbolt Tip
Troy’s Thunderbolt Tip: “Most organizations will find that they will eventually have to dedicate full time staff to the process owner role.”
Troy’s & Chris’s Thoughts What Are Yours?
“I put my heart and my soul into my work, and have lost my mind in the process.” ~Vincent Van Gogh
To subscribe to Pink’s Podcasts on iTunes