Defining IT Service Management – Or Is That “Service Management”?

IT service management (ITSM) has a number of definitions from a variety of sources. Starting with the ITIL (the ITSM best practice framework)-espoused definition:

“The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology. See also service management.” Source: ITIL 2011 Glossary http://www.best-management-practice.com/officialsite.asp?DI=575004. Where service management is defined as: “A set of specialized organizational capabilities for providing value to customers in the form of services.”

A more “directly customer-focused” definition is provided on Wikipedia:

“A discipline for managing information technology (IT) systems, philosophically centered on the customer's perspective of IT's contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction.” Source: http://en.wikipedia.org/wiki/IT_service_management

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What’s New And Differentiating For CIOs In The Age Of The Customer?

If you really want to get this question answered, you’d better join Forrester's CIO Forum 2012 in Las Vegas, on May 3-4, 2012. But for now, let me share with you what I intend to present at the Forum.

Here’s the elevator pitch: The job of the CIO is going to change from something like “show me the business process, and I will help you automate it” to “here is what we need to do to streamline our business capabilities and increase the firm’s level of engagement with customers and partners.” In other words, the CIO’s focus is moving from aligning IT and the business to aligning business capabilities and better serving customers.

To set the stage for my presentation, I will bring two key trends into one picture: The first trend comes from Josh’s Bernoff’s research. He has shown how successful companies changed their source of differentiation over time from manufacturing-centric positioning to being “customer-obsessed” in the age of the customer. The second trend comes from Andrew Bartels’ research. Andy argues that the history of IT has seen three waves of innovation — mainframe computing, personal computing, and network computing — while the fourth wave, smart computing, is now under way.

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Software Is Your Business - Forrsights Survey Data To Help Bust "No Software" And "Software Development's Not Important" Myths

Just over 3 months ago, I made note of three things I'd tell your CIO, all of which focused on your need to build a software development competency to help your firm thrive in this age of software-fueled, consumer-led disruption. Since then, we've heard from a number of clients stating that they're having a tough time convincing their executives, from COOs and CFOs through to CIOs, that they need to stop looking at software and app development as a commodity. 

Vendors you work with aren't helping. System integrators and consultancies continue to tell your CFO and CEO to outsource your software development work to them, that they can deliver more quickly, and more cheaply, than you can. Software application vendors build their marketing around needing no customization, even "no software." This helps fuel the perception and myths many executives hold that software development, especially app dev, is a commodity.

Recent research published by Phil Murphy and survey data we recently collected in our Forrsights Software Survey, Q4 2011 can help you bust those perceptions and myths and help you show your executives the importance of software development. 

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Enabling Customer Mobility: Why Current Mobile Device Management Thinking Is Flawed

Prior to IBM Pulse 2012 heating up in Las Vegas, I was lucky enough to receive a pre-brief on some of the key messages from this year’s event. One of which is around mobility.

A statistic from the IBM mobility slide deck reminded me of a particular bugbear of mine: that mobility will most likely be yet another opportunity for gifted IT professionals to get excited about technology (and managing the technology) rather than stepping back to appreciate that modern IT is all about the consumption of IT services rather than the technology itself. That mobility is not about mobile devices or apps, that it’s about the consumption of business or IT services on the move BY PEOPLE via fit-for-purpose IT provisioning and IT service delivery.

The IBM Statistic?

In a recent IBM report, it was revealed that the Top Mobile Adoption Concerns are:

  1. Security/privacy (53%)
  2. Cost of developing for multiple mobile platforms (52%)
  3. Integrating cloud services to mobile devices (51%)
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