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SUN TZU - Survival of the Service Management Fittest Business Driven Pragmatic Approach IT SERVICE MANAGEMENT FORUM THE JOURNAL OFservice THE TAL WINTER 2014 K The next steps for Global Best Practice The 7 building blocks for ITSM Success Is mobility making your operations more agile? Supplier management – the difficult teenager of the ITIL processes? SUN TZU - suRVIVAL OF THE SERVICE MANAGEMENT FIttEst Business Driven Pragmatic Approach iwwCow.icore-ltd.recom Experienced Consultants service management Proven Service Solutions at its best Accelerated Delivery Blended Best Practice iCore the missing piece in your service management jigsaw For more information about iCore’s range of services please contact [email protected] or telephone 020 7464 8414 IT SERVICE MANAGEMENT FORUM Business Driven service THE JOURNAL OFservice THE TAL K WINTER 2014 THE JOURNAL OF THE Pragmatic Approach CONTENTS IT SERVICE MANAGEMENT FORUM TALK iwwCow.icore-ltd.recom Experienced Consultants C E O comment an d E d I T O R I A L 4 INdustry news 5 service management Proven Service Solutions The latest ITSM products, services and customer stories Accelerated Delivery itSMF UK news 9 Update on the Big4 Agenda, new Member Referral Rewards Scheme, ITSM14 The next steps for Global at its best Call for Speakers, Contributor Award renamed for Ashley Best Practice The 7 building blocks for Blended Best Practice ITSM Success Chairman’S update 12 Is mobility making your ITSMF UK chairman John Windebank reflects on an eventful 2013 and outlines his hopes operations more agile? Supplier management – the diffi cult and plans for the coming year. teenager of the ITIL processes? Spotlight on jane suter 14 SUN TZU - SURVIVAL OF THE SERVICE Service Talk interviews Jane Suter, recently appointed to the new role of Marketing & MANAGEMENT FITTEST Sales Lead on the ITSMF UK Management Board. 31 BIRMINGHAM WELCOMES ITSM13 17 We report on our 22nd Annual Conference and Exhibition, dubbed “an outstanding success and a fantastic experience” by outgoing chairman Colin Rudd. Chief executive Mike Owen ANd THE WINNER IS... 18 A round-up of our annual ITSM award winners and finalists. Editor Mark Lillycrop The 7 building blocks for ITSM Success 20 For more than 20 years now, organizations have tried hard to adopt the ITIL best practice framework in the hope of improving their ITSM - and for most of them the results fall well Designer below expectations. Submission of the year winner Patricia Speltincx considers what Preview could be done differently. www.preview-design.co.uk The next steps for Global Best Practice 24 All communications to: As the new joint venture between Capita and the UK Government takes on responsibility for ITIL and PRINCE2, AXELOS chief executive Peter Hepworth shares his thoughts with itSMF UK, 150 Wharfedale Road, Service Talk. Winnersh Triangle, Wokingham, RG41 5RB Supplier management – the difficult teenager of the ITIL Tel: 0118 918 6500 Email: [email protected] processes? 26 Allan Stear provides some pointers to help with the selection of future suppliers. ITIL is the registered trademark 5 tips for better Service Level Agreements 28 of AXELOS Limited. itSMF is a Charles Fraser offers his top tips for keeping your SLAs on track registered word mark of the IT Service Management Forum (International) Ltd Cloud, complexity ANd configuration 30 Richard Horton reports on events at the recent Transition Management special interest Disclaimer group meeting, where attendees wrestled with the implications of change, release and Articles published reflect the opinions configuration management in a cloud-based world. of the authors and not necessarily those of the publisher or his employees. SUN TZU - survival of the service management fittest 31 While every reasonable effort is made Barry Corless draws on an ancient source of wisdom in his quest to demonstrate the to ensure that the contents of articles, benefits of good service management. editorial and advertising are accurate no responsibility can be accepted by the IS mobility making your operations more agile? 33 publisher for errors, misrepresentations Rob Stroud considers the distinction between changes that require heavyweight and any resulting effects. processes and those that would benefit from a more agile approach. © The IT Service Management Forum NEXT (itSMF) Ltd. 2014. All rights reserved. THESTEPS MORE FOR AGILE? Material within this publication may iCore not be reproduced in whole or in part without the express written permission THE GLOBAL IS MOBILITY the missing piece in your BEST of The IT Service Management Forum MAKINGOPERATIONS YOUR (itSMF) Ltd. service management jigsaw FORBUILDING ITSM SUCCESSBLOCKS For all editorial, advertising, reprint or PRACTICE subscription enquiries, please contact For more information about iCore’s range of services [email protected] please contact [email protected] 20 24 33 or telephone 020 7464 8414 WINTER 2014 SERVICE TALK 3 editorial locating a microscopic container in the about the new Member Referral Rewards TIME TO TRY middle of a wood, and signing your name Scheme, which offers Masterclass places on an even smaller piece of paper located to those who introduce their friends inside to show that your detective work and acquaintances to the benefits of SOMETHING has guided you to the right spot. OK, the membership. We even have a new Chief weather wasn’t perfect for such active Executive at ITSMF UK, Mike Owen, who NEW? family pursuits and even the dog began to introduces himself below. lose interest after the third treasure trove. I hope you had But as a new experience and a variation on We hear from Rob Stroud about the an excellent the usual postprandial stroll, geocaching need to be agile in dealing with change Christmas has a lot to recommend it – particularly for management; Allan Stear offers a and New Year those who refuse to be parted from their structured approach for finding the right – though it phones on Christmas Day! service supplier; and, in the first of a new probably seems a series of articles, Charles Fraser offers 5 distant memory New experiences are what ITSMF UK is tips for better service level agreements. by now. all about - exchanging ideas, innovations Barry Corless introduces us to the and ‘war stories’ via the physical enlightened management style of Sun The Christmas/ meetings, online forums, Twitterchats Tzu and there’s a chance to read Patricia New Year and other channels that members can Speltincx’s award-winning article on the holiday period share. I like to think that ServiceTalk 7 Building Blocks for ITSM Success. offers a great is a key part of this process, keeping opportunity to readers up to date with the latest Whatever your interests, there are some spend time doing something different developments in the organization and excellent new ideas and perspectives from the normal routine. For me, this sharing the valuable knowledge of our in ServiceTalk to share with your ITSM year’s ‘new experience’ was geocaching. guest contributors. organization. And if you would like If you haven’t tried it yet, geocaching is to share your experiences with other a kind of online treasure hunt that allows In this issue, for example, you can catch members, please do let us know. you to locate hidden trinkets in the up with details of our new Management countryside (deposited by other players) Board in John Windebank’s report Mark Lillycrop with the help of a set of map coordinates to members; find out about the Big4 Marketing & Publications Manager provided by a smartphone app. There’s Agenda which is shaping ITSMF UK’s [email protected] something weirdly satisfying about strategy for the year ahead; and learn @marklillycrop INTRODUCING MIKE OWEN, OUR NEW CHIEF EXECUTIVE Hello! I’m delighted to be taking up the role Time Warner, British Telecom, Lloyds Bank, associations, a large social care charity and a of ITSMF UK’s new CEO, and I am very much Barclays Bank, Grant Thornton, and the further education college in the Thames Valley. looking forward to meeting and working with NHS. My roles were predominately in sales, everyone involved with the Forum. marketing and business development. I’m particularly pleased to be joining ITSMF UK because of the sheer potential the My job will be to build on the successes and In terms of professional background, I’m organization offers in terms of contributing skills of our members, partners and staff, and principally a marketer and general manager/ to the overall IT profession - helping to further develop and grow the value, influence MBA rather than an IT specialist, but I have advance and support professional standards and reach of the organization, ensuring run (as CEO/Md) two IT-centred member- and knowhow, people’s skills, project it always provides a first-class service to based companies, both in the health sector. outcomes, management processes, and the members and stakeholders. The first was a new ‘dot.com’ e-commerce f u t u r e d e v e l o p m e n t o f t h e s e c t o r. enterprise (set up as a joint venture between I’ve actually been five pharmaceutical multinationals and their IT management is crucial nowadays to every involved with UK trade association) whilst the second was enterprise and organization. It should go member-based a company that provided software support to the heart of business strategy and drive organizations services for NHS facilities and estate managers. operational processes and competitive and the wider advantage, not just focus on technology as not-for-profit Over the last few years my professional is so often the case. There’s also, of course, sector for several experience has also included being a part- a whole host of wider developments and years now. I’ve time partner/consultant in a small strategic issues relating to the IT sector, ranging held operational advisory firm which I co-founded, together from technical and policy factors like cloud director roles, with several non-executive board positions.
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