Often the people providing the specifications for an information system have a poor understanding of the associated business operations, and therefore create something that causes lost productivity and dissatisfaction. This session shows how to remove these barriers, and take blame away from IT by referencing tools such as Business information Services Library (BiSL).

1. 1@marksmalley© ASL BiSL Foundation
Mark Smalley, The IT Paradigmologist
Mark Dave
SITS, 3 June 2015
Aligning your business
to build better IT
Smalley.IT

2. 2@marksmalley© ASL BiSL Foundation

3. 3@marksmalley© ASL BiSL Foundation

4. 4@marksmalley© ASL BiSL Foundation
Happiness(%)
Paradigmologist
Mark Smalley
The IT Paradigmologist

5. 5@marksmalley© ASL BiSL Foundation

6. 6@marksmalley© ASL BiSL Foundation
Imposter!

7. 7@marksmalley© ASL BiSL Foundation
Labeling of axes is crucial @Pascallisch
The power of perspective

8. 8@marksmalley© ASL BiSL Foundation
Storyline
• Service economy requires service dominant thinking
• Different approaches for complex adaptive systems
• Close the business – IT value circle
• ITSM strategies for supply and for demand & use
• Strengthen the business’ role

9. 9@marksmalley© ASL BiSL Foundation
Service ain’t over
until the fat lady sings

10. 10@marksmalley© ASL BiSL Foundation
Beyond the
industrial revolution
Agriculture
Service
Industry

11. 11@marksmalley© ASL BiSL Foundation8/3/2015 11
Sharon
Taylor
Stuart
Rance
Gary
Hardy
Mark
Smalley
Christian
F. Nissen
Frances
Scarff
Robert
Falkowitz
Peter
Brooks
Alain
Renault
Katsushi
Yaginuma
Johann
Botha
Colin
Rudd
Phil
Hearsum

12. 12@marksmalley© ASL BiSL Foundation
Engagement
Offer, Agreement
E
n
v
i
r
o
n
m
e
n
t
E
n
v
i
r
o
n
m
e
n
t
Output
Compensation
Outcome
Relationship
C
o
n
s
u
m
e
r
Service
act
P
r
o
v
i
d
e
r
ResourcesIntent
IntentResources
Adaptive Service Model ©

13. 13@marksmalley© ASL BiSL Foundation
http://takingserviceforward.org

14. 14@marksmalley© ASL BiSL Foundation
Storyline
• Service economy requires service dominant thinking
• Different approaches for complex adaptive systems
• Close the business – IT value circle
• ITSM strategies for supply and for demand & use
• Strengthen the business’ role

15. 15@marksmalley© ASL BiSL Foundation
Evolution of ‘management paradigms’
beyond the industrial revolution
Scientific Management
Taylor, Drucker
Control of function
Simple
Mass production
Systems Thinking
Hammer, Senge, Kaplan, Nonaka
Control of information
Complicated
Mass customization
‘Sense-making’
Snowden
Ability to ‘situate’ a network
Complex
Mass collaboration
Source: David Snowden, YouTube ‘Dave Snowden 1.mov’
 Time
Utility
We do IT this way
We have several standard
situational ways of working
We continuously
experiment and refine

16. 16@marksmalley© ASL BiSL Foundation
Cynefin
a sense-making paradigm
Source: David Snowden, YouTube ‘Cynefin Framework’
ACT!
IF THEN MAYBE
IF THEN ELSE

17. 17@marksmalley© ASL BiSL Foundation
Storyline
• Service economy requires service dominant thinking
• Different approaches for complex adaptive systems
• Close the business – IT value circle
• ITSM strategies for supply and for demand & use
• Strengthen the business’ role

18. 18@marksmalley© ASL BiSL Foundation
Dave van Herpen
Management Consultant
@daveherpen
Kill DevOps
Mark Smalley
The IT Paradigmologist
@marksmalley 4 June 2014

19. 19@marksmalley© ASL BiSL Foundation
BUSINESS
AD/AMITSM
Deploy
DevelopDeliver
Identify
Agile
The evolution of
multidisciplinary
service flow

20. 20@marksmalley© ASL BiSL Foundation
The trouble
with Scrum...

21. 21@marksmalley© ASL BiSL Foundation
The trouble
with Scrum...
PO

22. 22@marksmalley© ASL BiSL Foundation
BUSINESS
AD/AMITSM
Deploy
DevelopDeliver
Identify
DevOps
(LITE)
Agile

23. 23@marksmalley© ASL BiSL Foundation
3 ways of DevOps
1. Consider the performance of the entire system
2. Create and amplify the right to left feedback loops
3. Create a culture that fosters
a. continual experimentation, taking risks, and learning
b. repetition and practice is the prerequisite to mastery
Source: The Phoenix Project &
Anko Tijman, Ordina, ‘DevOps unraveled’
www.slideshare.net/AnkoTijman/devops-unraveled-nyenrode-masterclass-on-agile-management

24. 24@marksmalley© ASL BiSL Foundation
DevOps in real life

25. 25@marksmalley© ASL BiSL Foundation
BUSINESS
AD/AMITSM
Deploy
DevelopDeliver
Identify
DevOps
(LITE)
AgileBIM
USE

26. 26@marksmalley© ASL BiSL Foundation
BUSINESS
AD/AMITSM
Deploy
DevelopDeliver
Identify
DevOps
(LITE)
USERS MGMT
AgileBIM
BIM
USE

27. 27@marksmalley© ASL BiSL Foundation
Manage quality, time, money & relationships
Determine
strategic
business
use of I&T
Organize
business
management
of I&T
Keep
functionality
up-to-date
Support
business
use of I&T
Business Information Management
www.aslbislfoundation.org

28. 28@marksmalley© ASL BiSL Foundation
BiSL®
BiSL® in 3 minutes
Free eBook BiSL® Pocket Guide
http://bit.ly/1Qs7jrI
Personal
voucher for
free eBook
full guidance

29. 29@marksmalley© ASL BiSL Foundation
Users
Users
Users
UsersBalanced
capabilities

30. 30@marksmalley© ASL BiSL Foundation
Storyline
• Service economy requires service dominant thinking
• Different approaches for complex adaptive systems
• Close the business – IT value circle
• ITSM strategies for supply and for demand & use
• Strengthen the business’ role

31. 31@marksmalley© ASL BiSL Foundation
Two strategies for ITSM
1. “Service strategy defines the perspective, position,
plans and patterns that a service provider needs to
execute to meet an organization’s business outcomes”
Source: ITIL® Glossary, 2011; ITIL® is a registered trade mark of AXELOS Ltd

32. 32@marksmalley© ASL BiSL Foundation
Two strategies for ITSM
1. “Service strategy defines the perspective, position, plans and patterns that a
service provider needs to execute to meet an organization’s business outcomes”
Source: ITIL® Glossary, 2011; ITIL® is a registered trade mark of AXELOS Ltd
2. But what about the service consumer?
Value is only realized when the consumer actually uses the
right IT systems and services well, interprets the data
correctly and acts upon it

33. 33@marksmalley© ASL BiSL Foundation
Two strategies for ITSM
1. “Service strategy defines the perspective, position, plans and patterns that a service provider needs
to execute to meet an organization’s business outcomes”
Source: ITIL® Glossary, 2011; ITIL® is a registered trade mark of AXELOS Ltd
2. But what about the service consumer?
Value is only realized when the consumer actually uses the right IT systems and
services well, interprets the data correctly and acts upon it
3. If the service consumer fails to get value out of the
investment, even if it is due to poor demand or use, the
service provider will be associated with the failure

34. 34@marksmalley© ASL BiSL Foundation
Two strategies for ITSM
1. “Service strategy defines the perspective, position, plans and patterns that a service provider needs to execute to meet an
organization’s business outcomes”
Source: ITIL® Glossary, 2011; ITIL® is a registered trade mark of AXELOS Ltd
2. But what about the service consumer?
Value is only realized when the consumer actually uses the right IT systems and services well,
interprets the data correctly and acts upon it
3. If the service consumer fails to get value out of the investment, even if it is due
to poor demand or use, the service provider will be associated with the failure
4. It is therefore in the service provider’s interest to
ensure that the service consumer has a strategy for
demand and use of IT services and that there is mutual
alignment with the service provider’s strategy for supply
of IT services

35. 35@marksmalley© ASL BiSL Foundation
It takes two to tango
IT Supply
Demand
& Use

36. 36@marksmalley© ASL BiSL Foundation
Storyline
• Service economy requires service dominant thinking
• Different approaches for complex adaptive systems
• Close the business – IT value circle
• ITSM strategies for supply and for demand & use
• Strengthen the business’ role

37. 37@marksmalley© ASL BiSL Foundation
Business roles for
IT service demand & use
• IT service contractee
• IT relationship manager
• Business system administrator
• Super (duper) user
• User
Business process owner, Information system owner,
Business analyst, Information manager, Data owner, …

38. 38@marksmalley© ASL BiSL Foundation
IT service consumer perspective:
demand & use
“The business” is responsible for
• Producing goods and/or providing services for
customers/citizens
• Acquiring suitable resources that are needed
• for production/provision activities and/or
• as part of the goods/services
• Using the resources appropriately
Information and related technology are two intimately
intertwined resources that, due to their differing
properties, need to be managed separately

39. 39@marksmalley© ASL BiSL Foundation
IT service demand
“The business” is responsible for
• Gathering information about the potential benefits,
costs and risks of IT as an internal resource and/or part
of an external product or service
• Deciding on investments in IT and prioritizing these
• Acquiring IT services
• Evaluating investments and acquisitions
• Are we investing the right amount in IT?
• Are we making the right investments?
• Are we getting the right value from our investments?
• Is adjustment needed?

40. 40@marksmalley© ASL BiSL Foundation
IT service use
“The business” is responsible for
• An effective and efficient user environment
• Processes and procedures, and roles and
responsibilities for authorization, security, use,
control, support etc.
• People (users and other roles) with appropriate
knowledge and competences

41. 41@marksmalley© ASL BiSL Foundation
Takeaways and Q&A
• Service economy requires service dominant thinking
• Different approaches for complex adaptive systems
• Close the business – IT value circle
• ITSM strategies for supply and for demand & use
• Strengthen the business’ role

42. 42@marksmalley© ASL BiSL Foundation
Mark Smalley, The IT Paradigmologist
Mark Dave
SITS, 3 June 2015
Aligning your business
to build better IT
Smalley.IT
BiSL® in 3 minutes
Free eBook BiSL® Pocket Guide
http://bit.ly/1MTpwMS
Interactive mindmaps:
http://miroslawdabrowski.com