Getting my geek on; the new ITIL Practitioner qualification

So here’s the thing. One of the main bugbears I have with ITIL V3 is how focused the courses are on passing exams rather than what works in real life.

I was lucky enough to sit down with some of the chaps from AXELOS towers during ITSM15, COO Chris Barrett and  head of ITSM Kaimar Karu, so here’s what we know about the brand new ITIL practitioner qualification which aims to change just that:

  1. It’s complimentary to the rest of the ITIL qualification scheme.
  2. As with the intermediary courses, you must have passed your ITIL foundation exam before you can sit the practitioner exam.
  3. It’s worth 3 points towards the ITIL Expert qualification but doesn’t replace any of the intermediate courses.
  4. ITIL Practitioner is also worth 15 points towards the AXELOS’ Professional Development Programme ITIL digital badge.
  5. The exam is open book and has scenario based multiple choice questions.
  6. The practitioner course will be available in Feb 2016 so not long to wait.

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What will the course look like?

The ITIL Practitioner course will cover:

  • Continual Service Improvement (CSI) approach as the way to structure any improvement initiatives.
  • Organizational Change Management
  • Communication
  • Measurement and Metrics.

The ITIL Practitioner guidance follows 9 Guiding Principles:

  • Focus on value
  • Design for experience
  • Start where you are
  • Work holistically
  • Progress iteratively
  • Observe directly
  • Be transparent
  • Collaborate
  • Keep it simple

So is it worth doing?

For my money, anything that gives candidates a way of being able to apply ITIL in real life has got to be a good thing. When I worked as a consultant & trainer at Pink Elephant (hi guys!) one of the things that we all agreed on was that the intermediary qualifications simply didn’t give the candidates enough in terms of real life skills and as trainers we all sent the delegates home with extra templates, check lists and process documentation.

I hope that this will be the first of many practical exams like we had in V2 so we have Incident & Problem Management, CCRM etc so that candidates get a more rounded experience. As a total fangirl of all things ITSM and an alleged ITIL Expert (god I hate that name) I’m really looking forward to seeing what the new course is like and hopefully getting to have a play so roll on Feb 2016!

 

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What Top Athletes and IT Managers Have in Common

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For centuries, athletes have shared one common goal: to win. No matter the sport, the best athletes face strict regimens, long hours, setbacks and victories, remaining agile through it all, in order to achieve their goals. Today’s top-performing, globally competitive and increasingly technology driven businesses are no different.

Nowhere is this athletic nature more apparent than in a business’ IT organization. With IT spending expected to reach $3.5 trillion by year’s end, an IT organization carries with it a big prize – one that, based on tools and technologies purchased and deployed, can either support or hinder the business’ overall ability to compete. As such, today’s most strategic IT organizations are adopting new protocols and performance measurements, such as IT service management, to drive efficiency and maximize their value-add to the business. It’s the IT manager’s job to ensure the IT organization has the right people, processes and technology in place so that the organization can meet its business goals.

Similar to how elite athletes approach their strict regimens – with a focus on mindset, health and wellness, training, and performance measurement – these rigorous disciplines can also be applied to how some of the most competitive businesses are getting ahead with seamlessly delivered IT services.

Having the Right Mindset, With the Help of Analytics

For starters, athletes and IT managers alike must encompass discipline and drive to be recognized for their performance. Similar to a top athlete looking to shave off even a tenth of their record time, IT managers must employ the same rigor to drive improvements in their service delivery. But how can the right mindset make IT more effective?

One of the biggest examples of an IT leadership’s mindset shift has been around the adoption of business analytics. While IT has often been the source of intelligence and inspiration for other departments, IT organizations have paradoxically lagged in terms of deploying their own analytics to support service improvement. In this instance, the change came after IT teams watched as other departments deployed analytics solutions and became more effective – much like watching another athlete win, while you’re sitting on the sideline.

Where IT managers traditionally used Excel spreadsheets to track and present their data on project management and operational and financial performance, the new shift in mindset and deployment of analytics has allowed for less time and money to be spent on IT operations and more on innovation that enhances customer experiences and outshines the competition.

Healthy & Wellness: The Drivers of Productivity

The world’s best athletes assess health and wellness by tracking everything from diet, exercise and oxygen levels, using that data to set goals for remaining in their best condition. In an IT organization, it’s the operational dollars that often keep it in top shape. However, it’s also about having access to data that provides a better view of the organization’s strengths and weaknesses to maintain the utmost productivity and justify continued investment.

For example, as part of IT wellness, many IT managers aim to make their service desk more productive by minimizing reassignments, tiering escalations and reducing backlog.

Using data analytics to tackle this effort, IT managers can capture a visual analysis of the data, including outliers to reveal which service desk tickets are going unaddressed and which types of service tickets are creating the highest costs to manage.

Analytics are also increasing productivity by making managers more aware of strong and weak performers within the IT organization, providing detailed insights on who’s cherry-picking easy tickets and who’s slow at resolving business-critical tickets. This enables managers to more effectively guide their staff to proactively route incidents and requests to the right engineers from the beginning – remaining healthy from the start of any IT initiative.

The Benefits of High-Impact Training

Similar to the way athletes follow a regimented training schedule, IT departments must also develop a routine for implementing best practices and procedures. Just as with athletes, when there’s a new procedure or challenge at hand, training typically supports the behavioral change needed for realizing success.

In tracking training programs and success factors, many IT managers have deployed analytics with capabilities to provide regular progress reports on team members and their ability to adapt to the change. In the spirit of competitive nature, some managers even have a visible leader board showing which IT team members have learned the most or developed the furthest on what they’re being trained on, such as a new database technology.

Performance Measurement for Future Success

While IT managers and top-performing athletes share many similarities, it’s the goal of winning that is perhaps the biggest common denominator. For both, measuring performance is critical to future success.

Specifically within IT organizations, the Information Technology Infrastructure Library (ITIL) is one of the main ways IT managers’ standardize their organization’s success to overall business goals. The ITIL framework encompasses processes, procedures, tasks and checklists, allowing the IT organization to establish a baseline from which it can plan, implement and measure against overall goals. It is also used to demonstrate compliance and measure service improvement.

Additionally, the implementation of problem management with IT organizations has helped to identify issues like recurring tickets, supporting IT managers in prioritizing changes and making recommendations that eliminate structural flaws. The result is defined metrics that reflect both successes and areas of improvement – the equivalent to a post-game talk from an athlete’s coach applauding a win but not losing sight of the next big match.

Winning With IT Analytics

For businesses to succeed in increasingly global markets, it’s important that they adopt an almost-athletic posture. Just like athletes, an IT manager’s job is never complete. Managers and athletes alike are competing for limited resources and need metrics to improve performance on an ongoing basis. Particularly within a business’ IT organization, a focus on the right mindset, health and wellness, training, and performance measurement, in addition to the integration of technologies like an analytics platform, will enable any company to remain competitive, with a more clearly defined path for their success.

This article was contributed by Simon King, Sr. Director – Solution Marketing, Numerify.

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Transition, collaboration & cute penguin videos – it’s the itSMF UK 2015 Conference! Part 2

Day 2

Following our coverage of Day 1 of the itSMF UK conference, we’re back as promised with Day 2!

Selling Problem Management – the views of the ITSMF UK Special Interest Group Barry Corless, Global Knowledge

First up on day 2 was Barry’s session on the itSMF UK Problem Management SIG whitepaper on selling Problem Management.

Barry’s session was focused on the output of the white paper, essentially, Problem Management needs a bit of a rebrand. It’s not a dumping ground for anything and everything, it’s a service driven follow up to reduce recurring Incidents.

Barry continued by asking the audience how they managed their Problem Management effectiveness stating “your measurements must have credibility”.

One really useful piece of advice I took away from the session was this: “go out and actually talk to your customers because not everyone fills out the customer satisfaction survey.” I loved Barry’s advice on promoting Problem Management: “selling PM is a balancing act. Crow about it too much and something is guaranteed to fall over the next day.” I’ve been there Barry *remembers own bitter experience*.

Barry finished up on a magical note: “our magic wand is to reduce risk and empower people with the skills to solve things themselves.” Brilliant point plus it made me think of this:

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Incident & Problem – Do we Really Need Both? Peter Hubbard, Pink Elephant EMEA

Next up was Peter Hubbard from Pink Elephant. His first act? Naming and shaming me as a partner in crime at previous itSMF conferences – thanks for that Pete!

Pete’s session was on Incident and Problem Management, how to get it right and what works in the real world. Pete opened by sharing what one customer said to him when he asked if they did Problem Management: “no, because we’re much too busy fixing Incidents.”

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It was an absolutely brilliant session and if you’re interested in Problem Management then I’d highly recommend having a look at Pete’s slides when they are published on the itSMF UK website. The highlight for me was when he talked about the ITIL books:

“ITIL says we should be on our Problems like a cheetah on a trampoline”

Just think about that for a minute (plus send me any funny pics you have of cheetahs on trampolines, I couldn’t find any).

Pete talked about how important proactive Problem Management is but how hard it is to get the buy in for it. When he asked how many people in the room did proactive Problem Management, only one hand went up.

Pete went on to reference Rob England’s standard case approach, giving real life examples of how it can reduce pain. He also gets bonus points for the cute cat picture:

The final part of Pete’s presentation focused on how to get support from our higher ups  stating “if you want to get some management fire power behind you, find out what business risks your exec is personally accountable for and see how fixing your Problem records could help.”

Collaboration for Successful Service Acceptance Sue Cater, Atos IT Services (UK) Ltd

After a quick coffee break, Sue Cater was up with her session on driving successful service acceptance. Sue’s session focused on 3 key areas:

  1. Operational Acceptance Criteria
  2. OLAs
  3. Service Acceptance Boards

Sue explained Operational Acceptance Criteria or OAC “lubricate the interface between techies and the business”. Sue went on to give some practical guidance on OACs reminding us that “they’re not build tasks. They’re at a much higher level”. Sue explained the benefits of OACs, “having OACs improved customer satisfaction levels. The cricket bat in my handbag had nothing to do with it!” We believe you Sue!

Sue continued on how using OLAs at an account level rather than a service level was much more efficient in her environment. By having one OLA per account, you can have all the individual (quirks) features of each service documented without the duplication. One of my favourite things about Sue’s presentation (apart from the cricket bat) was her guidance on putting together sensible OLAs. As the lady herself put it “make sure you have the right information at the right level. No one wants to be faffing about on SharePoint at 3 am trying to find the number for the support team”.

Next up was the Service Acceptance Board or SAB. As Sue said on the day “the golden rule is that there should be no surprises at go live.” Sue set out the rules for the SAB. It meets between 2 – 4 weeks before project go live and is attended by the project manager, the service manager and representatives from the business. The idea is to look at the service, ensure it’s hitting its previously agreed OACs and OLAs so that the people in attendance can make an informed decision at the Go / No Go point, just before go live.

Awesome session Sue and well done for styling it out despite loosing your voice on the morning. If I’d lost my voice the morning I was due to present I would have been simultaneously having kittens and tipping vodka into my coffee so kudos!

The Future of Work & Importance of Collaboration Technologies Patrick Bolger, Hornbill

The final session of the morning was Pat Bolger from Hornbill. 

Pat opened with this: “more functionality will not solve all your problems”. I really agree – how many times have we seen someone trying to fix business problems by chucking an expensive tool at it? It never ends well, believe me.

Pat went on to explain why social media had changed the game “one bad customer experience, and it’s out there”.

Pat talked about the benefits of collaboration “it gives people a voice. A study carried out by McKinsey found that collaboration can raise a person’s skills by 25%”

Pat outlined some top strategies for making it stick in the workplace. “Define the purpose of collaboration and make it sticky by using it to track productivity. One example of this is to link in with the timesheet system.” Pat continued by saying, “collaboration needs to be a destination application, people will go to it to get their stuff done.”

Pat finished on a really strong point – it’s better when we work together. You can view the video here (NB, no cute baby penguins were harmed during the filming of the video.)

After a long lunch, there was a quick interactive plenary and I do mean quick. Quite a few of the delegates were saying that they would have prefered a shorter lunch break and a longer Q&A session – maybe that’s something to take away for next year? People were definitely beginning to get a bit tired at this point:

For me, the highlights of the discussion were Jame’s take on DevOps “DevOps is a philosophy on delivering value to the business. ITSM and DevOps will compliment each other”and Caroline’s stance on Shadow IT “cockroach IT more like, only one licence but load of users on it”. Former itSMF UK Chair John Windebank reminded us to think of our customers “remember every Incident is a failure of our IT Services.”

Conference Closing Keynote Manchester – Devolution and Impact on ICT Bob Brown, CIO, Manchester City Council

The closing keynote, Bob Brown from Manchester City Council on how they’re making it work.

Bob gets bonus points for being the first speaker to mention the C word. Minds out of the gutter people! I’m talking about Christmas as apparently Father Christmas (or Santy for our Irish readers) is currently sat on top of their city hall:

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Bob’s mantra is “Manchester City Council services are life and death so we live and breathe our support for those services.” One memorable example was the crematorium as a member of Bob’s team said, “lose the IT services behind that and the bodies will literally build up”.

The theme of Bob’s speech was the customer experience. Bob’s team are careful to spend time with their customers with Bob personally manning their version of the genius bar once a month.

Before we knew it, it was 4 o’clock and it was time for Barclay to wrap things up. Thank you to the itSMF UK for inviting us, great conference and we’ll be back next year. Roll on #ITSM16!

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ITSM, SIAM & winning elephants – it's the itSMF UK 2015 Conference! Part 1

It’s London baby! The itSMF UK held their annual conference in London this week. The theme of the conference was “new problems, new solutions” and was held at a sparkly new location, the Sofitel at Heathrow.

Day 1

Rosemary Gurney kicked off the proceedings in style with a rousing speech; telling the audience “ITSM must stand up and be counted in the business world.”  Rosemary introduced the keynote speaker, Simon Wheatcroft.

 

Simon Wheatcroft Session

Simon opened the conference with an inspirational account of how he taught himself to run marathons despite going blind at the age of 17. Here he is in action!

SIAM: Lessons from the Frontline – Martin Goble & James Finister Tata Consultancy Services

The first session of the day was on SIAM and all eyes were on Martin & James.

Martin and James opened their session by taking some of the mystery out of SIAM stating that it’s “a framework that enables you to hit the targets in your vision.” So far so good right? Not too scary, even for a SIAM newbie like me. They went on to explain that SIAM isn’t an org chart or a model, it’s a framework that goes beyond ITIL.

SIAM isn’t however, a magical solution that will fix everything:

Martin and James’ session focused on practical advice on using SIAM. They explained how vital organisation Change Management was explaining “SIAM might be sexy to the CIO but if the Service Desk don’t get it then it wont work”. They went on to outline how to motivate suppliers in working together explaining that organisations need “a fair risk – reward model in order to drive collaborative behaviour.” When asked what a fair incentive would be, James gave a fantastic  example where he saw the CEO of the supplier company that had breached their SLA give £1 in person to the CEO of the company that was buying their services stating “it happens once, then everyone reporting to that CEO will make sure it never happens again because of the fall out”. Brilliant example and wise words indeed James.

Martin finished the session with one of my favourite quotes from the conference: “SIAM is a Major Incident bridge at 3 o’clock in the morning where the supplier does something above and beyond, that isn’t even in their contract, just because they like you.”

 

Cyber Resilience for IT Service Managers – Stuart Rance, Optimal Service Management

Next up was the total legend that is Mr Stuart Rance on Cyber Resilience and the new framework, RESILIA. Stuart opened the session by talking about why cyber resilience was critical to the business and that if you get it wrong “both your customers and your money will fly out the door.”
He referenced how commonplace security breaches occur citing Target, Talk Talk and the UK Child Benefit breaches as examples stating “if you think you’ve never been breached then your monitoring simply isn’t good enough.”

Stuart then introduced RESILIA, the new framework for cyber resilience. Luckily for all us ITSM geeks, it’s lifecycle based and sits nicely with ITIL. This is what the framework looks like – look familiar to anyone?

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Stuart walked us through the framework, giving practical examples of how to get involved suggesting “find out who the Infosec people are in your organisation and ask them how you can get involved. Look, we’re all lazy, we all circumvent controls because it’s easy and we all look sheepish when we’re caught.”

Stuart continued by stating that “ITSM and Infosec absolutely have to collaborate. Every single ITSM process has a part to play in information security so get involved in cyber breach scenarios and testing.”

Stuart concluded  by explaining the important role that CSI plays in RESILIA stating “ in Infosec, you wouldn’t even get away with not doing CSI for a month.” You can check out RESILIA here for free until the end of November.

 

Beyond Base Camp; taking a new route to improve service levels – Stuart Higgins, SUMERIAN

The first session after lunch was from Sumerian. It was tagged as being a session that explained how Capacity Management could support the other ITSM processes something I was really excited about because I don’t think that Capacity Management gets the love it deserves. It opened on a promising note with Stuart explaining “Capacity Management is key to improving service levels.” Stuart continued by talking about using three steps to delivering effective Capacity Management, “run, plan and optimise.”

Stuart talked about the need for automation in Capacity Management stating “most capacity related  Incidents could be prevented by using predictive analytics.”

The next part of Stuart’s presentation was a demonstration of how the Sumerian toolset could carry out Capacity Management tasks. For me, this part of the presentation didn’t work, as one delegate put it “it wasn’t bordering on a sales pitch, it went well over the line.” To be fair, Stuart switched back to explaining how Capacity Management could be aligned with other ITIL processes, using Configuration Management as an example. For my money, this session would have worked better as either an interactive demonstration of the software at the Sumerian stand or by getting the delegates involved in some sort of game to demonstrate Capacity Management.

Stuart finished with a great piece of common sense advice stating “we have to be more responsive in IT. Patch Tuesday happens every week, the clue is in the name people!”

 

SFIA V6: Using Skills to Leverage your Biggest Asset, People – Matthew Burrows, BSM Impact

Next up was Matthew Burrows talking about the latest version of skills framework SFIA. For those of you not familiar with SFIA, Matthew explained that “ it’s a common language to define skills, abilities and expertise in a consistent way.”

Matthew took the audience on a whistlestop tour of SFIA, explaining how it can benefit the business by having the right people, with the right skills in the right roles.

Matthew explained that both ITIL and COBIT reference SFIA:

What I loved about Matthew’s session was how accessible he made his subject matter saying “you don’t have to pay a fortune to use it, just download it and have a play with it.”

 

Two-Speed Transition: Tradition & Innovation – Starring Release, Service Catalogue & Early Life Support (Service Transition SIG)

The final session of the day was a workshop run by the Service Transition SIG. I’m not going to review it as I was part of the session as an enthusiastic SIG member! The theme of the workshop was two track IT, covering traditional versus agile ways of doing Release Management, Service Transition and Service Catalogue. The boss, @itammartin, was on bell duty, making sure that each speaker had their allotted five minutes. The output of the workshop will be pulled together by the SIG and shared with our members, so watch this space!
I missed the awards dinner because I was on child wrangling duty but congratulations to the winners and the nominees. You can see the full list here: and here is a picture of said children:

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To be fair, the hug I got when I walked through the door on Monday night more than made up for missing out on the gala dinner! In all seriousness though, a huge congratulations to all the winners and everyone that was nominated and a special shout out to Pink Elephant who won the training company of the year category. Awesome work guys #gopinkorgohome

That’s it for now – come back soon to see our coverage of Day 2!

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itSMF UK Conference 2015 Preview

Roll up, roll up! It’s one of the biggest events in the UK ITSM calendar next week as it’s the annual itSMF UK conference! We are proud to be media partners so here is a preview of coming attractions!

 

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There are 4 tracks for the conference:

Track 1: Change & Collaboration

Track 2: Cloud & Service Integration

Track 3: People & Skills

Track 4: Service Culture & Customer Experience

 

Introducing this year’s keynote speaker: Simon Wheatcroft

The event will be opened by Simon Wheatcroft, who will start this year’s programme with his inspirational story. Simon lost his sight at 17 and began a journey of adapting technology to achieve the impossible. Through the aid of a smartphone and the feeling underfoot Simon learnt to run solo outdoors and ran his first ever race 7 months later – a 100 mile road race.

Simon Wheatcroft
Simon Wheatcroft


Event Summary

WHATitSMF UK Conference and Exhibition 2015 (ITSM15)

WHERESofitel, Heathrow

WHENMonday 23rd – Tuesday 24th November 2015

HOW TO BOOK: Click Here

Webinar: How IT Service Management Delivers Business Efficiency

Join our own Vawns Murphy and hear from Independent Market leaders about what businesses are adopting for IT Service Management and Business Process efficiency.

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On 19th November 2015, Cased Dimensions, Microsoft and Vawns Murphy from the ITSM Review will deliver a webinar to outline how large and small businesses are aligning Business Process with IT Service Management Process to enable Business Agility, Automation and Business Productivity.

People are any business’s most expensive asset. Attend this short webinar to find our how you can empower your team to be more productive. Business productivity benefits are enabled by applying industry best practice process frameworks through Microsoft Collaborative technologies.

Additional financial and agility benefits can be driven through virtualisation of your IT Platform.


WHO:
Cased Dimensions, Microsoft & ITSM Review

WHEN:  Thursday 19th November 2015, 1.00pm – 2.00pm GMT

WHO SHOULD ATTEND: IT Decision Makers, Service Desk Managers, IT Directors

REGISTER: http://www.caseddimensions.com/microsoft-enterprise-itsm-webinar/

 

SIAM for beginners

6196173097_a18978e6bc_zAhead of our joint workshop with the BCS on the 17th of November we speak with 2 experts to discuss all things SIAM, people & culture.

Podcast Guests:

Dave Kelsey, BCS 

Steve Morgan, Syniad Solutions Ltd

Podcast Topics:

  • SIAM Skills Workshop
  • What is SIAM?
  • The interest in SIAM
  • When is SIAM right for me?
  • Culture change
  • What skills do I need for SIAM?
  • What’s available in the market?
  • Are service providers adapting to the demand for SIAM?

Find out more about the workshop here or via the BCS event page.

ITAM Review and ITSM Review Feeds

 

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Introducing Vawns Murphy

Vawns Murphy, ITSM Senior Analyst at The ITSM Review

I am very pleased to welcome Vawns Murphy to the Enterprise Opinions team as our senior analyst for The ITSM Review.

Vawns is an Irish mum of three with a broad range of ITSM qualifications and experience including:

  • ITIL V2 Manager (red badge)
  • ITIL V3 Expert (purple badge)
  • SDI Managers certificate
  • Further qualifications in COBIT, ISO 20000, PRINCE2 and Microsoft
  • Vice Chair of the itSMF UK Transition Management Working Party & SIG (Chair 2007 – 2013)
  • Author of itSMF UK collateral on Service Transition, Software Asset Management, Problem Management & the “How to do CCRM” book.
  • Reviewer for the Service Transition ITIL 3 2011 publication.

Vawns professional experience includes:

  • Change Specialist at Virgin Media
  • ITIL Consultant at Pink Elephant
  • Manager at Wipro
  • Problem Manager at CGI

We’re excited that Vawns has joined the team and we’re looking forward to developing the ITSM Review to it’s full potential and a valued independent industry resource.

Getting to know Vawns

  • Vawns hasn’t parallel parked since her driving test and says she has absolutely no intention of ever doing so again (Sounds like a challenge for our next team meeting!).
  • When not working Vawns is most likely to be found toddler wrangling, tidying up after said toddlers, out with friends or at the gym.
  • The first record Vawns bought was  Pulp – a different class
  • Finally, Vawns has a soft spot for Disney, vodka and anything pink!

Please join me in welcoming Vawns to the team. You can connect with Vawns on LinkedIn or Twitter.

SIAM for Complete Beginners

For those of you who read this website regularly, you’ll know that we are running a joint SIAM workshop with the BCS later on this month. It’s already fully booked and we’re planning further events in 2016. Interest in SIAM has definitely taken off in the last year or so but for every enthusiast there’s also the person asking “what is SIAM and why should I find out more?”

Basic Principles:

Service Integration and Management (SIAM) is a framework for managing multiple suppliers of information technology services and integrating them to provide a single business-facing IT organisation. In other words, SIAM takes this:

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and gives you this:

 

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SIAM is an adaptation of ITIL that focuses on the delivery of key services by multiple suppliers in a way that appears seamless to the rest of the business. So far, so good – not too scary right?

Why do I need it?

Lets face it, when we work in IT we’re at the sharp end of every crisis; new product launch from Apple, security threat, social media trend or latest patch from Microsoft . Throw into the equation changing business requirements and the growing senior management appetite for big data, DevOps, TOGAF etc and fun is being had. Add in the opportunities (or to steal a phrase from a former colleague probertunities) that can arise from multi sourcing and working with multiple suppliers and partners and you’ve got a party. I’ve been living and breathing ITIL as my day job for 15 years and by using it as a framework for running your IT department, that’s a great start. If however, you’re using ITIL and it feels like you’re herding cats (or if you’re really unlucky, grumpy toddlers) then you may want to look at SIAM.

What does Service Integration Look Like?

The starting point for SIAM is the creation of a SIAM team. This team acts as the single point of accountability and is an effective way of minimizing or mitigating potential multisourcing issues, and optimising the composite IT organisation.

A SIAM function, department or team will typically:

  • Manage the multiple suppliers to give the optimal mix of flexibility, innovation, standard and consistent service.
  • Be accountable for the integrated services that are being delivered back to the business.
  • Specify IT service management processes and procedures to be deployed across the enterprise and ensure they are followed.
  • Act as the central point of control between IT demand and IT supply.
  • Play a pivotal coordinating role in all service management processes.

service-integration-diagram

 

What are the benefits of using SIAM?

If you’re starting to feel the stress of managing your IT portfolio then using SIAM could bring the following benefits:

  • A single point of contact, ownership & control for IT Services.
  • Clearly defined roles & responsibilities (preferably nailed down in RACI charts)
  • Optimised cost of services
  • Streamlined management of IT services
  • Increased customer satisfaction
  • Consistently applied processes
  • A more transparent IT landscape

Where can I go to find out more:

There’s loads of useful information out there; here are our top picks for learning more about SIAM:

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ITSM Review Confirmed as Official Media Partner for PINK16

The ITSM Review are excited to be confirmed as official media partners for PINK16 – Pink Elephant’s 20th annual international IT Service Management conference and exhibition in Las Vegas from 14th – 17th February 2016.

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PINK16

Now in it’s 20th year, Pink Elephant’s Annual IT Service Management Conference & Exhibition being held in Las Vegas from 14th – 17th February 2016 offers delegates a packed itinerary.

This year’s conference focus is IT @ The Speed Of Change and the event includes 12 tracks and 160+ sessions, covering a vast array of subjects from all across the IT Service Management (ITSM) spectrum: ITSM, ITIL®, ISO, Lean IT, Six Sigma, PRINCE2®, PMBOK®, COBIT®.

Bellagio, Las Vegas
Bellagio, Las Vegas

 

With a vast array of speakers, including a keynote from Emmy & Tony Award Winning Actor Martin Short, delegates will enjoy a comprehensive and entertaining few days.

WHAT: PINK16

WHEN: 14th – 17th February 2016

WHERE: Bellagio Hotel, Las Vegas

WHO: C-Level, including CIOs/CTOs/CSOs, IT Directors, VPs, IT Service and Support Managers, Service Desk Managers, IT Infrastructure Managers, Process Owners, Senior Support Analysts, Quality Managers, Service Level Manager, Project/Program Directors and Managers, IT Auditors, IT Consultants, IT Suppliers/Vendors, Anyone seeking to understand why and how to implement best practices according to ITSM, ITIL , ISO, Lean IT, Six Sigma, PRINCE2, PMBOK, COBIT, anyone who is interested in building and managing a truly business focused IT organization

HOW TO BOOK: Click here

 

The ITSM Review is looking forward to attending and covering this event. See you there!

 

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