itsmf Hong Kong Chapter Annual Conference 2008 The new Era of ITSM Keith Aldis Chief Executive & Company Secretary 1
itsmf Hong Kong Chapter There are 2 x parts to my presentation 1. 2. ITIL v 3 2
itsmf International 3
We are all part of a fully serviced community of likeminded people? 4
Who am I? Keith Aldis The CEO of the itsmf-uk The Company Secretary and CEO for itsmf-international An engineer, teacher, trainer and customer relations specialist Trained in IR and Business Development 30 years in the people business Written Standards for construction, energy and service management qualifications Change management & leadership driver 5
What is the itsmf SMF? Purpose To develop and promote best practice and standards in IT Service Management to enable organisations to deliver efficient & effective IT services. Through Thought leadership & contributions, conferences, seminars, workshops, websites, magazines, white papers, research - that enable the sharing of knowledge and experience. A Not for profit/not for dividend organisation All surpluses ploughed back into the organisation It is both a user forum and a trade association 6
Why itsmf? The clue is in the title We need to advocate the need for quality IT services in business itsmf is a platform (a forum!) to Share knowledge and current best practices Promote exemplar service management processes and Develop and measure quality service delivery through ITILv3 (and others MOF, PRINCE2, COBIT, etom etc??) ISO/IEC 20000, 9002 and others Approved training and qualifications (& competence measurement?) The itsmf community does this. 7
What is the community? People who are engaged in Service Management who use a tool called IT. Some figures; There are some 100,000 IT Service Managers in the UK There are possibly 25m Globally Some companies have large communities within them for example, Fujitsu UK 3,000 ITSMs CA Globally - 21,000 ITSMs IBM Globally - 30,000 ITSMs Almost every operation has someone doing IT 8
itsmf History Started in UK in 1991 run by volunteers First overseas chapter (Netherlands) in 1994/5 UK General Manager appointed in 1998 created in 2004 Now 47 chapters and growing UK Chapter alone has 23 staff and 3.5m+ turnover 9
What is my job? CEO = Chief Enabling Officer Services to members IT Service Managers Outreach, Branches, Regions, Chapters and ITSMF Advocates External supporters & funders Board & Committees Administration Finance CEO OGC and Industry Regulations & Quality Control 10
We hold these Core Values. Provide Value to members Enhance itsmf s Reputation Do it through Teamwork 11
None of us, is as smart as all of us IT hero culture is out! 12
The UK Chapter structure we lend our staff to itsmfi 13
itsmf International - New Board from January 2008 Chairman: Directors: Sharon Taylor Governance Policy & Accountability Alexander Kist Intellectual Property & Brand Management Colin Rudd Professional Qualifications & Certification Paul Martini Publishing & Best Practice Management Peter Brooks Marketing & Business Development Robert Stroud Audit, Compliance & Standards Ken Wendle Chapter & Member Services Keith Aldis - Company Secretary The new Board has taken take up office from 1st January 2008 for two years. And now have new portfolios from 28 th January 2008 Directors are not representational (i.e. they are not elected to represent Chapters nor (now) nominated by Chapters (as at 31 st October)) but there to contribute to the Business as experts in ITSM. Held its first meeting by teleconference on 14 th January 14
itsmf International - New Structure Executive Board Full International Board (Chapter Representatives) Quals & Certs Chapter & Member Services Publishing & Best Practice Marketing & Business Development Audit, Compliance & Standards Intellectual Property & Brand Management Governance, Policy & Accountability IQ&C CAC? IPESC IComms? Full Board? Chapter Chapter Chapter Chapter 1 Chapter 1 Chapter 1 Chapter 1 Chapter 1 11 1 Chapter n CEO, Co. Sec. & Office 15
itsmf International - Draft Budget for 2008/9 Business Area Income (000s) Expenditure (000s) Central General 175.6 146.0 Secretariat 0 117.0 Bank Interest 3.0 0 Portfolio Events 185.0 180.0 Publications 250.0 155.0 Qualifications & Certification 480.0 168.0 Marketing & Communications 0 70.0 Commercial & Business Development 0 40.0 Chapter Services 0 20.0 Total 1,093.6 896.0 Surplus/loss 197.6 * Includes proposed grant payment to Chapters of 120k in April 2009 and new staffing for itsmfi 16
Some things to come possibly in 2008/9? Portfolio Restructuring Need for a re-appraisal of portfolios by Directors (Done) No. of Chapter meetings to increase? (Being considered) International Staffing Based upon their Operational budget = 1m Hosted in UK but wholly independent from UK Chapter New General Manager from April 2008? New Business Development Manager? New Accounts Clerk & Web Support? New Chief Editor (Chief Librarian?) immediately! Customer Survey To be delivered next year to the Chapter Representatives will tell us what to deliver, to whom, when & where Global Employment & Skills Survey Current state of ITSM industry Formal definition of the industry Continued development and Support to expansion of the Institute of IT Service Management (ISM) Future Independence Financial & Legal? Licensing of itsmf brand and trademark to itsmfi & Chapters licence drafted up & free Guidelines on its use 17
itsmf Today after 2 years of planned expansion! from 8 Chapters to 47 chapters in 6 continents; 23 active prospective chapters for 2008 18
New for 2008! www.itsmfi-forum.org forum.org 19
Here s s a first look at the new itsmf SMFI website website (Available from March 2008) 20
IT Service Management 21
By 2008, ITIL Compliance will be a buying criteria in 75% of relevant IT sourcing decisions. That s Now! Source Gartner Inc, G00136652, January 5 th 2006. 22
Consider this also 70% of CEOs say their CIOs are judged by their ability to support company-wide business strategy If the CIO and his staff do not know what the wider business is about, then they will be replaced! 40% of companies do not measure business value of IT If so, what then, do they think that IT is there for? Only 40% of companies conduct ROI assessments on IT Why spend on IT then? ROI has become the basis for all future IT investment That s the key to unlocking our industry Show that IT affects the bottom line! How prepared are you? 23
ITIL the background T h e B u s i n e s s Planning to Implement Service Management The Business Perspective Version 2 Service Delivery Application Management Service Support Security Management ICT Infrastructure Management T h e T e c h n o l o g y Service Desk Incident Management Problem Management Change Management Configuration Management Release Management Service Level Management Capacity Management Availability Management Financial Management IT Service Continuity ITIL is a registered trademark of OGC Also: Software Asset Management Bus. Perspective (2) 24
ITIL V3 now structured along basic Lifecycle Management principles this is nothing new! 25
Why the lifecycle? Building on a great practice base Enabling integration with business process Managing services from cradle to grave Removing process silos Reflecting public feedback for holistic lifecycle focus This is how business has worked for the last 10 years to my certain knowledge 26
Simple Lifecycle Management is about Planning- Start! 1. Service Design 4. Service Strategy Doing Middle! 2. Service Transition 3. Service Operation Reviewing End! 4. Service Strategy (again) 5. Continual Service Improvement It s a simple natural organic process used at every stage 27
We have a fantastic collection of Core books and processes for reference 28
We have a potential for and enormous list of Complementary publications & Services Official Introduction to the ITIL Lifecycle Key Element Guides Pocket guide to ITIL Foundation Study Guide ITIL for Executives Outsourcing Expertise Scalable Adaptation ITIL for specific sectors And these are in development & print 29
New Friendly ITIL Is this a new dawn? Do we forget what s gone on in the past? It s the start of a new enhanced phase that will drive ITSM forward Everything that has happened before, is still valid With the addition of a Business/Customer focus ITIL still guidelines not a mandate there are others too! 30
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The change with respect to qualifications New ITIL new exams. Credit for everything that s gone before June - saw the new Foundation Course & Exam Foundation v3 Upgrade from v2 Manager & Practitioner routes Management Diploma Will version 3 impact the training market? Too right! And it will impact on delivery of service as well! 32
The situation today Foundation Launched June 07 Foundation Bridge Launched Sep 07 Manager s Bridge Scheduled Jan 08 Lifecycle modules Syllabus awaiting approval Capability clusters Syllabus awaiting approval Managing across the Lifecycle In development Advanced SM In development 33
ITIL Qualification ITIL ITIL & Certification scheme 34
ITIL & ITSM for our future The Core radiates knowledge, The Complement builds upon it, The ITSM community breathes life into it. When we invest in the future We create it! 35
Talk to us! www.itsmf.co.uk www.itsmfi.com www.itsmfi.org www.iosm.com Keith Aldis Keith.Aldis@itsmf.co.uk +44 (0)118 918 6500 36
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