In the run up this year’s itSMF UK conference ITSM14, I chatted with Patricia Speltincx about her upcoming session entitled “The seven building blocks for IT Service Management success”.
Q. Hi Patricia, can you give a quick intro to your session at ITSM14?
In my presentation, I will challenge the classical ITSM implementation approach and propose a different paradigm based on 7 building blocks, hence the title of my presentation and of my white paper that won two itSMF awards (UK and International) in 2013.
I have worked in IT environments for 30 years and more specifically in ITSM for the last 15 years. I have seen organisations trying hard to implement ITIL® best practices with various degrees of success. It progressively became clear to me that focusing on processes and technology (2 of the 7 building blocks) was far too restrictive and therefore was not the right thing to do.
To achieve success, there is a need to broaden the scope and open to a more systemic view of the ITSM reality, in other words to see it from a more global perspective. An IT Service Organisation is still an ‘organisation’ and therefore ITSM should not be the only reference model.
Using different reference models coming from organisational theories, I came up with 5 additional building blocks, which I will discuss at the itSMF UK conference in London.
Q. Why is getting IT Service Management right so important for organisations?
Well, it is important to get everything right nowadays, so IT Service Management is no exception.
We live in an interesting period where old paradigms are seriously challenged due to the difficult economical context.
High levels of performance have become a survival condition for organisations. As a consequence, there are more and more pressures on people who have more and more difficulties to find motivation at work, which in turn has a negative impact on results. A lot of organisations seem stuck in this vicious circle. To get out of it, it is important that they get their global strategy right, two key elements of it being people and IT. Nowadays, you can’t do without engaged people and without efficient IT.
Q. What can attendees hope to take away from your session?
In my session, I will encourage attendees to open their mind to a different, broader and more systemic approach to ITSM. They will understand on which other building blocks organisations should focus their attention in order to achieve success. They will take away concrete ideas to build solutions to the current ITSM difficulties organisations are facing.
Patricia is an ITIL® Expert with wide experience as a trainer, consultant and coach in IT environments.
Fascinated by human potential, she is also a certified coach. She studied and practiced several theories linked to the development of individuals and organisations. This, combined with her coalface experience in IT allowed her to develop an original approach to IT Service Management.
She is currently focusing her activities on helping individuals and organisations that are willing to challenge themselves to achieve high levels of performance.
Patricia’s session is on day one of ITSM14 and featured within the Skills track. To find out more or to book your conference place please visit itSMF UK
This was my first time attending the Pink Elephant conference and I must say, I was very impressed. I had heard that Pink is the “must-attend” service management conference and I’m pleased to say that Pink did not disappoint. The Pink staff, the sessions, and the people all are top notch, even the food was great. To post every highlight would simply be impossible but here are the “standout” items (at least in my mind)
There were multiple keynotes across the conference, but there were two in particular that really stood out for me.
Commander Chris Hadfield – Commander Hadfield fulfilled my boyhood dream; become an astronaut. What stood out to me in his presentation was the human that he is. Simply the person that he is was what was inspiring about his session. His recollections of the moment he looked out of the windows of the International Space Station at the beautiful thin slice of world we inhabit. The recollection of struggling to understand a Russian-speaking colleague. His memory of helping lead thousands of school children in a song (he truly capitalized on the opportunity of the song lyric “I’d like to teach the world to sing, in perfect harmony…”.). There isn’t any doubt that Commander Hadfield is an incredible man.
My takeaway – Practice Failure. His stories of how he and the ISS team dealt with emergencies all lead back to the practice of situations that might. Success is an important trait for many of us, but are we successful because we practice success or because we practice failure?
Caroline Casey – There are those moments when you see some step onto a stage and you just know they are genuine. And then there is Caroline Casey. This woman’s story is incredible, moving, and tugs at your heart. Her outer beauty is truly diminished by her inner beauty.
My takeaway – A disability is in the eye of the beholder. We all have our disabilities. How are you working to make yours an ability?
Takeaways from the conference
There were many, but here is my top seven:
Over the next year, IT will be squeezed like never before. IT teams will need to make tough decisions on the services they offer and how to collaborate with other/external providers. Demonstrating value to the business will be more critical. The ability to act with agility will become a greater differentiator.
Strategy still matters. In my discussions with many of the attendees, strategy seemed to be the sticking point in adoption plans. Many of those I interacted with are looking back at their strategic development of services to ensure the business is able to see the value their IT team provides.
Discussions around buzzwords seem to be diminishing. While CMDB and BYOD were topics on the session agenda, they were not mentioned as frequently as words like leadership, management and value.
The business will be looking to IT to prove value
Culture is the next great differentiator
IT generally does not understand how to work/use governance. The business is depending on IT to fit into existing governance models OR to advise on changes. Does IT have skills in this area?
There is and will continue to be a multitude of framework/methodology options. There is not a “cookbook” for service management. Be like an “Iron Chef” – make something dazzling with your secret ingredient – IT needs to become a “melting pot” – input/ideas from areas mixed into a delightful concoction that will please the palette of the business
I had the good fortune to meet many of the people I interact with on Twitter for the first time at Pink14. There are too many to mention here and I would most likely forget someone, but please allow me to say:
It was an honour to meet you
Thanks for the time you spent discussing service management with me and for those who were out with me at all hours
The pictures aren’t getting posted anywhere!
It truly was a great gathering and I look forward to seeing everyone again soon!