This is a presentation about an organization's cultural readiness to adopt IT Service Management principles and roadmaps. Further information can be found at the following blog article

1. Cultural Readiness for ITSM Troy DuMoulin AVP Product Strategy Pink Elephant

2. THE WINDS OF CHANGE New Challenges for IT Disruptive Technology Green Computing Cloud Computing Mobility New Choices Mash-Ups SAAS The rise of the MSP Global Sourcing Open Source Low Cost Hosting New Requirements Financial Transparency Value vs. Cost

4. The Changing Role For IT Technology Focus Customer Focus Business Focus Value Network Focus LOW HIGH Role Of IT/IS In The Organization Influence On The Business IT is perceived as an internal business partner IT customers are the customer of the organization IT has a single strategy and is focused on the customer, but is perceived as an external supplier IT is focused on the integration and delivery of end-to-end IT services (business solutions) IT is focused on technology, infrastructure and applications are treated as separate and largely unrelated domains Service Focus v2 v3

5. Service & Organization Structures App. Dev. Infrastructure SLM Desktop Hosting Security Mgmt Business App. Service Owner SO SLA SO Client Business Service Technical Service Process (Incident) Service & Process Organizations tied together by SLM Process Owner Process Improvements based on Service Reporting Professional Service SO

10. Cultural Readiness for ITSM Processes Continual Service Improvement Value Chain Focused Service Strategy Service Portfolio Mgmt. Business Partner Focused Financial Mgmt (costing and charging) IT Service Continuity Mgmt. Demand Mgmt. Transition Planning and Support Business Customer Focused Service Portfolio Mgmt. (CSI Focused) Financial Mgmt. (service based costing) SLM (Business Relationship Mgmt.) Service Catalog Mgmt. (business customer focused) Capacity & Availability Mgmt. Enterprise IT Supplier Mgmt. Knowledge Mgmt. System / Service Focused Service Portfolio Mgmt. (Project Focused) Service Level Mgmt. (ola / sla) Release & Deployment Mgmt. (SVT & Evaluation) Service Asset & Configuration Mgmt. Problem Mgmt. (Proactive) Information Security Mgmt. Request Fulfillment / Event Mgmt. Service Catalog Mgmt. (IT & user focused) Technology Focused Change Mgmt Problem Mgmt. (RCA – Reactive) Incident Mgmt. Service Desk Access Mgmt Logical and Physical Device Security Capacity, Availability, Event (component / domain)