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Service Management der Zukunft

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Gedanken zum Service Management der Zukunft, am Beispiel der IT Fabrik.

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Service Management der Zukunft

  1. 1. ITSM der Zukunft Ein Ausblick Author: Oliver Lindner 1 / Author / Date © Continental AG
  2. 2. Willkommen. Sie arbeiten auch in der IT? Und? Wie geht´s? Jetzt müssen Sie mit bebender, und klagender Stimme sagen: Schlecht, gaaanz schlecht!  Der Kostendruck macht uns fertig  Wir sind zu unflexibel und zu langsam  Die Qualität passt nicht  Harter Wettbewerb  Kundenorientierung ist nötig  steigende Komplexität behindert uns  … Oliver Lindner © Continental AG
  3. 3. …so wie jetzt, kann es nicht weiter gehen!
  4. 4. „Ich weis nicht, ob es besser wird, wenn es anders wird. Ich Weiß aber dass es anders werden muss, wenn es besser werden soll!“ Georg Christoph Lichtenberg
  5. 5. Der Weg in die Zukunft
  6. 6. Versprechen (ver)leiten uns …
  7. 7. Die Gegenwart ist jener Teil der Unendlichkeit, der zwischen Enttäuschung und Hoffnung liegt. Ambrose Gwinnett Bierce
  8. 8. Hoffnung (ver)leitet uns: 1000 fliegen können nicht irren! http://www.duden.de/_media_/full/F/Fliege-201020114258.jpg
  9. 9. Oliver Lindner © Continental AG Die Industrialisierung der IT Der „Heilige Gral“
  10. 10. Hier sehen Sie gerade das auf Kundenanforderungen basierende, standardisierte, automatisierte, zentral gesteuerte und von externen Zulieferern Unterstützes „Assembling von Service Assets“ auf Basis des Produktes Auto; als Voraussetzung für den Service Mobilität Alternativ: Hier wird gerade Ihr Auto aus vielen Einzelteilen von unterschiedlichen Zulieferern auf Basis Ihrer Anforderungen zusammengebaut, dass Sie aus einem Produktkatlog heraus bestellt haben. In Verbindung mit Ihnen und einem Werkstatt – & Tankstellennetz, haben Sie ein Serviceerbringungssystem, welches Ihnen Mobilität on Demand ermöglicht. PS: Alternativ können Sie auch den Bus nehmen. (Sourcing Entscheidung) Oliver Lindner © Continental AG
  11. 11. Oliver Lindner © Continental AG Eine schöne neue Welt! (?) Aldous Huxley
  12. 12. Oliver Lindner © Continental AG Koboldsgesetz: Hoffnung ist ein Mangel an Information!
  13. 13. Oliver Lindner © Continental AG Neue Probleme Arbeitsplatzverlust Taylorismus …?
  14. 14. Oliver Lindner © Continental AG Das Beste an der Zukunft ist, dass wir immer nur einen Tag davon zu ertragen brauchen. Dean Acheson
  15. 15. Die IT ist noch jung. 50 Jahre Pubertät = hochmotiviert & keine Ahnung (oft mit nicht nachvollziehbaren Handlungen) Oliver Lindner © Continental AG
  16. 16. Oliver Lindner © Continental AG 150 Jahre alt: Prozess Orientierung Automobilindustrie Informationstechnologie 50 Jahre alt: Heute noch wie in den 80ern?
  17. 17. Oliver Lindner © Continental AG  Helden & Einzeltäter  Toolorientierung  Ein bischen ITIL & Prozesse  Einzelaktivitäten  IT als Kostenfaktor  Budget neu = altes + 3%  „Uns nimmt doch eh keiner ernst!“  Systeme  Prozesse  CMMi Level 3, Kanban; Six Sigma, EFQM….  Portfolio & Projekt Management  Automatisierung  Gewinn  Prozesskostenrechnung  „Wir verdienen Geld!“ Automobilindustrie Informationstechnologie
  18. 18. Was ich damit sagen will bis jetzt?
  19. 19. Was ich damit sagen will bis jetzt? Der IT fehlen 100 Jahre! Da gibt es kein Tool dafür und keine Abkürzung! Das braucht REvolution Ohne (die richtigen) Menschen läuft da gar nix Service Management gehört ins Business statt nur in der IT! Wir müssen vom Business lernen (Das Rad ist erfunden)! Wir brauchen Systemkompetenz ( Kybernetik)
  20. 20. Was tun?
  21. 21. Wir brauchen die… Service Management Engine!
  22. 22. Produkte (Tools & Infra) Aber: „A Fool with a tool ist still a fool“ und das sind viele IT´ler. People & Organisation Multrix Organsiation, Vertrauen, Verantwortung, MitUnternehmer, Lernen… Partner Kunden, Business, Steuern externer Dienstleister, Allianzen, externe Beratung, Universität, Bildungsinstitute, „Spinner & innovatoren“ Srategie & Management Prozesse & Methoden Definition, Implementierung & Betrieb (inkl. QM) relevanter ITSM Prozesse; Standards (ITILV3, CMMi, Prince2, Cobit, Scrum, ISO20000 uvm.); Kybernetik, Qualitätsmanagement … Menschen & Leidenschaft Führung & Kultur Systemisches Denken und Handeln Bestandteile der Engine
  23. 23. SM Engine CSF (Critical Success Factor) Sie erinnern sich?! Führung Management Oliver Lindner © Continental AG = Leadership
  24. 24. Sie werden teilweise die IT DNA ändern….
  25. 25. …und Ausdauer sowie viel Zeit mitbringen müssen
  26. 26. Machen Sie sich auf den Weg, denn es gibt viel zu tun und man wird Ihnen zurufen…. Oliver Lindner © Continental AG Lauf Forrest, lauf!

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