Small Organisations. Ivor Macfarlane. Copyright IBM Corporation 2009

Transcription

1 Service Management ITSM, ITIL Small Organisations Ivor Macfarlane Copyright IBM Corporation

2 Big Teams have Specialists itsmf Hungary, March 2010 slide 2

3 Small Teams have to be Versatile Multi-skilled staff More than one role each Mutual back-up itsmf Hungary, March 2010 slide 3

4 ITIL V3 planning Findings Scalability ITIL is composed currently as a one size fits all. The reality is that organisations of different sizes or complexity, may in fact implement ITIL process in differing ways or to different levels of depth. A common view was that ITIL should reflect this and discuss issues and practical guidance for small to large organisations. itsmf Hungary, March 2010 slide 4

5 So guidance was needed ITIL: Small scale implementation ITIL V3 Revision i of SSI on ITIL V2 Revision of ITIL-in-SITU (V1) Authors: Sharon Taylor Ivor Macfarlane itsmf Hungary, March 2010 slide 5

6 Focus needed Small IS different Appropriate roles in small organizations Structures to consider Scaling processes Being sensible itsmf Hungary, March 2010 slide 6

7 Is Small Different? Yes Because it feels different People more than technology itsmf Hungary, March 2010 slide 7

8 Where and how you live and behave VILLAGE Informal culture Team spirit Quick communication Responsive Relies on individuals High Unit costs CITY Formal culture Competitiveness Slow communications Tendency to inertia Broad pool of knowledge Economies of scale itsmf Hungary, March 2010 slide 8

9 Organizing in small Scaling the lifecycle The lifecycle stages for SMB Strategy Design Transition Operations Continual Improvement itsmf Hungary, March 2010 slide 9

10 itsmf Hungary, March 2010 slide 10

11 Chunks are SMB friendly itsmf Hungary, March 2010 slide 11

12 Use the skills you have Play to your strengths Make sure they are still strengths Keep your strengths Spot inappropriate skills Do not support your needs Cost more to maintain than the benefit they bring itsmf Hungary, March 2010 slide 12

13 Bring in Skills When Needed Regular check-up Response to need Escalation built-inin Reduced overheads Slower response Conflict of interests itsmf Hungary, March 2010 slide 13

14 Some specific ideas Proactive availability Concentrate proactive elements of work Establish close links with sources of support, but keep responsibility About where and when - not hands-on investigation and reconstruction Part-time time tasks troughs in reactive work itsmf Hungary, March 2010 slide 14

15 Service Desk ideas Possibilities Outsource (first line) to business Expand coverage to business processes and other service providers Consider part-time time for routine, reciprocal deals, involving key suppliers etc itsmf Hungary, March 2010 slide 15

16 Annual jobs Example - Continuity Include within Business Continuity Outsource development Annual review (but keep eye and ear open for warning signs and strange noises) itsmf Hungary, March 2010 slide 16

17 Some things you need to keep Own the relationship Accountable vs responsible Outsourced ITIL? itsmf Hungary, March 2010 slide 17

18 People Make best use of them Different rules Rethink and restructure Flexibility and Trust You need heroes but understand the risks itsmf Hungary, March 2010 slide 18

19 Retire or Resign = Rethink Don t just set out to replace what you had Go to the market before you write the menu Use changes as triggers Argue with HR (you re a customer) Manage (think and act) itsmf Hungary, March 2010 slide 19 19

20 Adopt, Adapt & Improve Look at other organisations See what works there Will it adapt to you? Dare to have some ideas itsmf Hungary, March 2010 slide 20

21 Small Is Different - Use It Different isn t better or worse Try things Combine - with other IT units And with other parts of your organisation Concentrate on real priorities Don t go for uniformity just because (Distrust beige) itsmf Hungary, March 2010 slide 21

22 Ideas we can build on Don t do what you don t have to Share things when you can Back-ups Consultancy Co-operatives operatives share with others to pressure suppliers Share with other service areas itsmf Hungary, March 2010 slide 22 22

23 Future ideas Case studies, white papers Templates and examples Sharing and supporting Shoulders to cry on Your ideas and contributions itsmf Hungary, March 2010 slide 23 23