It’s the London Olympia baby! Last week was the 2016 Service Desk & IT Support Show or SITS for short. SITS is a annual, free event in central London dedicated to all things tech support and ITSM related.
DevOps Needs Leaders – Daniel Breston
The first session we attended was run by fellow Batman super fan and all round ITSM rockstar Daniel Breston.
Taking all of 5 seconds to get a Batman reference into his content, this was clearly destined to be my favorite session of the day. Daniel opened by talking about the iceberg of ignorance, in other words, the further away you get from service delivery, the few problems that you see. Daniel continued by discussing how one of the biggest challenges faced by managers is taking the time to improve.
Daniel introduced the ITIL, Agile and Lean triumvirate explaining how it’s not enough to have best practice, we must be responsive to the needs of the business and efficient in the way we deliver enterprise services.
The next part of Daniel’s presentation focused on how DevOps is a way to do better faster safer on a continual basis. Daniel talked about the need to focus on the entire value stream of better faster safer from strategy right through to operations.
Daniel went on to talk about measurements and advocated putting your business reports in a language your company understands for example from zero to we got this! He also introduced a brand new metric which I think our friends at AXELOS towers should be all over in terms of including it in the next ITIL refresh.
The final part of Daniel’s session focused on behavior. As Daniel put it “DevOps starts with management talking to people and finding out what their problem are.” Daniel talked about the 3 ways to manage effectively environment:
- You built it, you run it
- Project to product
- Strangle the complexity – lose the nonsense
His final point? Don’t forget to celebrate your successes along the way, preferably with beer!
The Pros and Cons of Public and Private Cloud – Sarah Lahav, SysAid Technologies
Sarah opened her session by talking about the recent LinkedIn hack; asking her audience how many of them were able to understand if their personal data had been compromised from the e-mail response issues by LinkedIn – ie the importance of asking the right questions.
Sarah went on to talk about the public cloud and private cloud and the pros and cons of each approach. Public clouds are typically easy to use, flexible and operated by a third party but may be unreliable and less secure than an in house solution. Private clouds are organisation specific, customisable and more secure but can be more costly and require in house expertise.
The next part of the session looked at how a hybrid model can give organisations the best of both worlds without increasing risk. Sarah went on to talk about case studies of the SysAid product from General Cable. Fluortek and LAN Airlines who has the impressive statistic of being able to handle seven times the number of Incidents since using SysAid.
Sarah concluded by explaining with the evolution of SaaS and cloud, it takes new skills to manage your estate effectively, Sarah’s advice? Every organisation is different so in terms of cloud provision, capture the requirements of your organisation and then plan accordingly.
Transforming The Service Desk With SIAM & Lean – Joe Bicknell, ServiceNow
The final session we attended was Joe’s session on Service desk transformation. Joe opened with the frankly terrifying statistic of outside the workplace, 84% of requests are automated, inside the workplace only 33% of requests are automated. The upshot? The average employee spends around 15 hours of their working week faffing about trying to battle the admin mountain.
Joe went on to explain the ServiceNow way of thinking “we believe everyone in your organisation requests something and everyone in your business is a service provider in some way.”
Joe used ServiceNow to demonstrate how ITSM can be applied to the entire organisation, streamlining processes and removing silos. His top three takeaways?
- Own IT Service Management in your business; it’s the key link between the front and back office.
- Change the way you work, don’t use technology to compliment what you do
- Take the workshop to your organisation and start to take Service outside of IT
Did you go to #SITS16? Let us know in the comments!!