Engaging All Service Engineering Folks: Help Forrester Define “Service Engineering” As A New Role Within Infrastructure & Operations (Or Beyond)! A variety of technology trends such as mobility and clouds are empowering consumers and connects employees who all are interacting and collaborating through apps and devices which are changing the way business is conducted. In response, organizations are forced to accelerate business changes which require the need for agility innovating new technology choices, implementation options, and delivery approaches. In this new pace of change the business demands more of IT to help deliver services which enable and support the age of the customer. Some Infrastructure & Operations teams have made the transformation to manage and support BT services which consist of technology, systems, and processes to win, serve and retain customers. Other organizations still manage and support components which range from operating systems, middleware, general purpose components, applications and custom components built all for specific purposes. I&O teams have become good at building components, but it often lacks the engineering discipline to assemble these components into services that meet specific business needs and are relevant in the age of the customer. To stay relevant and transform Infrastructure & Operations in the age of the customer, I&O needs a new role – service engineering. Service engineers mainly “do” three things:
1. Think and act from the outside-in – this means establishing, managing and continually improving services which are critical and essential for business enablement and business success.
2. Participate and support the DevOps journey – business agility in large parts depends on technology today. The DevOps team plays a large role in the quality and speed of technology delivery.
Last week, Forrester’s Service Management and Automation team attended FUSION 13, an annual conference jointly hosted by itSMF USA and HDI, in Nashville, Tennessee. FUSION is a key conference for IT Service Management professionals - for three days ITSM pros are immersed in a content rich environment where they're encouraged to share knowledge and learn from one another, as well as from a plethora of industry experts, practitioners, vendors, and thought leaders alike. It's impossible to leave without having made new friends and new discoveries in the realm of IT Service Management. Approximately 2000 ITSM professionals attended the 2013 conference, with the theme "graduate to better service management."
The buzz of this year's event can be easily put into two terms: revolution and status quo. Yes, you read that correctly. And while these two terms are quite contradictory, when put into context they actually are somewhat related - don't worry, we'll explain. First, the status quo:
At FUSION 13, we presented the results from our third annual ITSM survey Forrester does in conjunction with itSMF USA, and not much changed year-over-year. Aside from a few minor rumblings, ITSM maintained the status quo, and in this case, no news... is news: