My I-Pad and the IT Service Catalogue… Barclay Rae

Independent management consultant Service Management, Service Desk + ITSM Service Catalogue + SLAs Research and promotion Business management Professional Services Management 400+ Service Change Projects Service Management since 1982 Consulting since 1994 Web: barclayrae.com #ITSMWPROW Barclay Rae

Agenda – What Devices? – What’s changing? – Is this a new issue? – Are we bothered? – Service Catalogue? – Personal Devices + Service Catalogue – Questions

What devices? 70 % of converged mobile device users in the United States prefer to employ their gadgets for both business and personal purposes. 40 % of U.S. workers have “mobilized themselves” by purchasing devices for both business and personal use.

What’s Changing??? Everything, constantly At hyper speed… What technology does How we buy it How we receive and consume it How its supported Who buys and runs it The traditional model is dying and our careers will too… We need to GET MOVING…

Is this a new issue? Mini-systems PCs Client Server Mobile phones PDAs Laptops Blackberrys Smartphones...

Personal devices in use? Supporting Tablets: No 12% Under pressure to 24%, Only IT approved 35%, Users own devices 29% Time spent on IT innovation: (Less than 10%) 44% (11-20%) 33% (Over 20%) 22%

Are we bothered? Heads in the sand? Over reacting? Losing control? Do we want to be cabbies?

Service Catalogue? Why do we need it? What value does it deliver? Do we need it if services are just bought direct….?

Service Catalog Structure

Elements: User Request Catalogue For the IT end-user Self-service request fulfillment Similar to online shopping experience Business Service Catalogue View For the business customer In business terms Specific non-IT information Business SLAs Technical Service Catalogue View For the IT provider Technical and supply-chain details Component level service data OLA and Underpinning Contracts Service Catalogue Elements

Personal devices + Service Catalogue? We can’t ignore the pace of change + opportunities Cutting out personal devices + ignoring Service Catalogue will be counter- productive We must engage as well as try to control…..depending on organisation + needs

Personal devices + Service Catalogue? If nothing else we need to define services Catalogue provides structure, controls + inputs for reporting Value management Needs familiar + simple interface App store…!

What do we need to do? 1.Business Services - Customer first, outside in 2.Define personal/corporate use policy 3.What can we do in 5, 10, 20 days 4.Leadership, key skills + people 5.Shanghai the CIO 6.Workshops 7.Review impact.

What’s Changing? IT – FAST What do we need to do? Change IT and get moving - FAST

Any Questions?