1. Barclay Rae
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We don’t work in IT – we work in
supply chain
T

2. We don’t
work in IT –
we work in
supply chain
itSMF USA
Webinar

3. Agenda
 I work in IT
 IT identity crisis?
 Musicians and bands
 How can we improve?

4. I work in IT
itSMF USA
Webinar

5. Familiar..?
 ‘… So, what do you do then..?’

6. Familiar..?
 ‘… So, what do you do then..?’
 ‘… Oh, I work in IT…’

7. I’m an IT guy…
 I work in IT - I am an IT person
 If I'd wanted to be an accountant, I wouldn't
be doing this job
 No sirree…

8. IT Identity
crisis?
itSMF USA
Webinar

9. IT Identity Crisis..?
‘We want IT to do..’
 Retail/supply chain
 Marketing
 Sales
 Contract Negotiation
 Commercial Management
 Financial Management / accountancy

10. IT Identity Crisis..?
 What skills do we need to have? Now and in
future?
 Surely technical skills are the most important?
 Do we need to become …

11. Actually…
 You work for the company/organization that pays your
salary
 IT is another part of any organization – not something
separate and mysterious
 IT and other service functions are becoming more
integrated
 Outside IT / Shared Services/ Enterprise SM

12. And…
 IT is part of a supply chain…
 That delivers capability (through tech)…
 Which in turn provides your organisations’ services
 IT is now a retail function – get over it…

13. Musicians and
Bands
itSMF USA
Webinar

14. Musicians

15. Bands

16. From the archives

17. From the archives

20.  Service Desk
 Incident
 Problem
 Change
 Request
 Configuration
 Service Catalogue / SLM
 Knowledge
 Reporting
ITSM Processes + Concepts?

21. Buying the best toolset?

23. Know their audience
Are clear on their focus / style
Have the right people and skills
Are self critical and work to improve
Use feedback
Build the right team
Sell their value and the experience – not the
musicians
Successful bands

24. How can we
improve?
itSMF USA
Webinar

25. How can we improve?
• Take responsibility
• Develop open culture
• Build team
• Clarify direction
• Set clear goals
• Measure and improve
• Demonstrate success and value
Working together requires ‘leadership’ from
everyone…

26. Understanding Value
Outcomes
Customers
efficiency

27. ITSM Processes/Functions
ITIL/ITSM stuck with individual ‘silo’ processes
These don’t exist on their own in isolation
Need to think integrated functions, not just
processes
People, roles, ownership, accountability, function,
capability and outcomes…!

28. ITSM Geometry
Service
Desk
IT
Department
Customers
Problem
Reporting
/Metrics
Knowledge
User
View
IT/Tech
View
Business
View
Change
Incident
Problem
Service
Desk
ITSM
engine
Service
Catalog
CSI

29. Its all about…

30.  ‘Like but not necessarily as’ a business
 Using some elements and key skills
 IT should be delivering value through technology
 Must be ready to embrace change – within core
principles
Run IT as a business..?

31. Catalogue – menu?

34. Service Catalog Hierarchy

35. Service Catalog Hierarchy – Non-IT

36. Service Catalog Hierarchy – Non-IT

37.  Specialist technical skills
 Consultancy and project management
 Organisational change and people development
 Key business knowledge/skills
 Contract and supplier management
 Supply and demand management
 Marketing and communications
 Relationship management
 Customer support
 Contract negotiation
New IT Skills

38. 3
8
ITSMGoodness

39. In summary…
We don't need to become retailers/accountants…
We do need to be able to work together to achieve
success – across and beyond IT
We need to be able and communicate with accountants -
and other business roles - in a language that they
understand and can act upon

40. So
Let’s Stick Together…!
One plan
One team
One set of objectives
One shared level of commitment
One set of success criteria
One positive outcome

41. Thank you for
listening!
barclayrae.com
Itsmgoodness.com
BrightTALK CH 9885
#itsmgoodness
@barclayrae

42. Thank You
For Attending!
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