Does ITSM Still Have Relevance In The Empowered BT Era?

Tim Sheedy

In August this year I am heading down to our nation’s capital to take part in the annual itSMF Australia event – LEADit. I have taken part in this event to a greater or lesser extent over the past few years across Australia – Sydney, Perth, the Gold Coast and now Canberra. As an analyst who broadly covers the Service Management space (as well as a previously ITIL qualified practitioner), this event is the mecca for those interested in service management in Australia.

Year after year at this event, I see a fair amount of change in the content and focus, but little change in the thinking, and little real movement in the implementation or improvement of the processes – a recent survey between itSMF-USA and Forrester displays the current maturity levels of processes in organisations:

Here we are – years (decades?) after the first ITIL books were written, and demand management is STILL immature. Even financial management has barely shifted in maturity over the past few years. Why is this the case?

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Microsoft Launches Office On The iPhone - Welcome To The Next Stage Of Employee Empowerment

Tim Sheedy
UPDATED 26th June 2013  As you may be aware Microsoft has finally introduced its Office Suite for the iPhone (launched in the US on Friday 14th June, and now available in much of the rest of the world according to my sources). This is great news — it has been one of the real holes in the iOS application store and in high demand in many businesses we speak to (although will be MUCH more valuable when it's available as a native iPad app). Over the next week or so it is likely that many of your senior executives will read this news — as it has already made the consumer press. Soon they'll be knocking down your door asking how to get access to it.
 
However, the licensing model that Microsoft has chosen is one to encourage the uptake of the Office 365 Suite. ONLY those users with a MS Office 365 license will be able to activate the apps on their iPhone. This may mean a significant licensing impact for you. If, like many companies, you have not yet made the move to Office 365, your company’s employees will not be able to use the Office apps on their iPhone. There is a big risk here that you will see employees activate the license themselves and charge it back through the traditional expenses channel. And if senior management are doing it, it is hard for them to say no to the more junior ranks.
 
I reached out to Duncan Jones, one of our resident sourcing pros and Microsoft licensing experts to get his analysis of the situation. Here are his thoughts:
 
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Despite An Affair With My iPad, I Just Can’t Give Up My Laptop. . . Yet

Doug Washburn

A year and a half ago I broke up with Blackberry and started dating iPhone. It was a clean but cruel breakup: AT&T cancelled my T-Mobile contract on my behalf, the equivalent of getting dumped by your girlfriend’s new boyfriend.

This year I’ve been cheating on my laptop with my iPad. But it’s an on-again, off-again relationship. While I tell my iPad it’s the only one, I keep going back to my laptop. When I travel, my iPad is with me meeting clients. Meanwhile my laptop is in the hotel room surfing the online menu for a turkey club.

The iPad beats my laptop on size, weight, connectivity, and battery life. It also improves the human element when I’m having a face-to-face conversation but need to take notes. These are all critically important to me when I'm out of the office visiting clients or at an event.

But my laptop wins when I need to perform other important activities. For example, the larger screen really helps to write and edit research reports (John Rakowski, you’ll have your edits soon!). Or when I need to approve expenses behind the VPN or access files on my hard drive that I haven’t stored in Google Drive (yes, Forrester sanctioned).

Now that I've had a few months of compare both devices, I come back to outcomes . . .

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Winners Of The 2012 Business-to-Consumer Forrester Groundswell Awards

Nate Elliott

A few minutes ago I had the pleasure of announcing the winners of the 2012 Business-to-Consumer Forrester Groundswell Awards at the Forrester eBusiness Forum in Chicago. I hope you’ll take a few minutes to read through, not just the highlights below, but the full entries for all the finalists and all the winners — because once again this year we received many outstanding entries. It’s clear that social media has reached a tipping point, where savvy companies are using social tools to pursue real business objectives rather than simply chasing fans and followers. The 2012 winners put social programs to use in their organizations — successfully marketing their wares, supporting their customers, and generating insights.

Here, then, are our B2C finalists and winners for 2012.

Social Impact (Business-to-Consumer)

Winner

Million Moms Challenge Community by Blog Frog

ABC News and the United Nations Foundation partnered with BlogFrog to raise awareness and funds around issues affecting moms and babies around the world. This program identified more than 800 social influencers and activated them to create trusted content about motherhood. In total, the bloggers reached more than 15 million readers and garnered over 31 million total social media impressions. This in turn led tens of thousands of people to get actively involved: More than 15,000 people signed up for the Million Moms Challenge Community in the first two weeks.

Energizing (Business-to-Consumer)

Winner

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The Digital Disruption Changes Everything — Unless It Doesn't

Rob Koplowitz

I'm going to tell you a story of opportunity. I will warn you in advance that it paints the art of the possible, but ultimately it's a cautionary tale. 

I have a 17-year-old son. He's a high school senior and attends a private high school in our city. In Forrester terminology, you could call him "empowered." So much so that over his first three years he rarely wore the required school uniform. Now, the school uniform is far from draconian. It's a polo, color of your choice, with a school logo. I actually think they look good, but he says they itch. To get around it he simply wore the polo of his choice under a sweater. It would seem all polo collars look the same. This worked well until a new principal came in last year and figured out what was going on. A new dress code was instituted that required that students also wear school approved outer wear so that a school logo was always visible. 

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Submit Your Entry For Forrester's 2012 Groundswell Awards!

Kim Celestre

Today we officially launched Forrester's 6th annual Groundswell Awards! Since I cover B2B tech social media/online community research, I am always looking for interesting examples of how B2B companies are getting exceptional results using social media. I use the B2B Groundswell Awards winners in a majority of my client presentations, reports, and webcasts, and these best practices are often a highlight. After all, Forrester's Groundswell Awards winners inspire others to set the bar higher!   

 
My colleague, Nate Elliott, provides some guidance to improve your odds of winning here. This year, we have added "mobile applications" in our B2B category. So make sure you consider your mobile programs in addition to your social media programs when you submit your entries!
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Indian CIOs Are At The Crossroads Of Their Future Role; Change Or Fall By The Wayside

Manish Bahl

I presented the keynote at the Biztech2 event in Mumbai last week. It was a big evening, as almost all key Indian CIOs were present at the event. The theme of my keynote was “The Empowered BT CIO,” which triggered some interesting thoughts, as all of the discussions that I had after the presentation were mainly around “business” with hardly any mention of “technology.” Below are the key points mentioned by CIOs in my discussions with them:

  • “We do all the work and business leaders take all the credit. But if something goes wrong, we are the ones who get the blame.”
  • “The money is with the finance and marketing departments, and we have to depend on them for our budget. My CEO should change this structure.”
  • “I don’t have followers in my organization.”
  • “My organization doesn’t give me the same importance as it gives the CFO or CMO.”
  • “Through technology innovation, I helped the company reduce IT spending and save money.”

All of these points have one thing in common: “my present role and issues that I face today.” But no one talked about their future role! My response to them was consistent, as I categorically highlighted that CIOs have two options:

  • Continue with your current approach — but then the future role of the CIO will be dismal.
  • Step up and take the challenge to shape the business. Take it as an opportunity to transform your role in the empowered world.
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Are Your Employees Doing This?

Brian  Hopkins

I just saw something that makes a point I covered in a technology trends briefing for a client yesterday. After getting my Sun-dried Ethiopia Harrar (a $3.45 “clover-brewed,” ridiculously priced guilty pleasure – nice marketing job, Starbucks!), I noticed a young woman sitting behind me with her 5x7 notebook out, busily scribbling while bent over a large smartphone. Hmmm, I thought, let’s see what she’s doing. So I made pest of myself by asking a few questions. Here is some of the Q&A (her replies are abbreviated; she was actually quite helpful and not as curt):

  • Q: Are you a student or is what you are doing for work? A: No, I’m actually working.
  • Q: So do you have a PC? A: I do, but it’s a bulky 17” laptop that I got when I was a student, and I can do what I need on this.
  • Q: Is that company-issued phone, or is it yours? A: It’s mine.
  • Q: Does your company help by paying for any of the service? A: No, I pay it all myself.
  • Q: Are you doing an official assignment? A: No, nobody told me to do this. I am ...
  • Q: Do you even have your PC with you? A: No, I didn’t bring it.
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Categories:

Another Reason Not To Cloud Wash - Real Cloud Services Are Maturing Fast

James Staten

We know that enterprise infrastructure & operations (I&O) professionals are under tremendous executive pressure to get to yes on cloud computing and that this can be an uncomfortable proposition. Understanding the security, maturity and return on investment from cloud services can be challenging, and in many cases you might argue that you provide the same capabilities from your own data center. But there's no denying that enterprises are increasing their consumption of these services and that their value proposition is unique and compelling - if not to I&O directly.

Since cloud became a household word, vendors and enterprises alike have jumped to declare victory on cloud with services and infrastructure implementations that really don't deliver cloud value but have the same foundation - something we call "cloudwashing." This is a dangerous gambit as you claim legitimacy but don't activate the same economics, deliver the autonomy that cloud services offer to your internal users and aren't standardized or automated enough to deliver transformative agility. In other words you claim cloud but are achieving only incrementally better value. 

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Do Asian organisations still need IT departments?

Tim Sheedy

The shift towards the empowered consumer and employee is no more obvious than in Asia - particularly in Singapore, where a recent Google study showed that smartphone penetration is a whopping 62% (compared to 31% in the US). In fact, of the 11 countries in Asia surveyed, four of them (Singapore, Australia - 37%, Hong Kong - 35%, Urban China - 35%) had higher smartphone penetration rates than the US (and amongst 18-29 year olds, 84% of Singaporeans had smartphones, compared to 47% in the US!). With many of the more populous countries having young populations (average age: Philippines - 22.9, China - 35.5, India - 26.2, Indonesia - 28.2 - see World Factbook), the gen Y factor is driving employees to question whether the current way of working makes the most sense.

With so many young, mobile and connected employees, it is no surprise that CIOs across the region regularly complain about the company staff self-deploying devices, applications and services from the web or from app stores. The attitude of many IT shops is to shut it down - interestingly, the whole concept of "empowered employees" is quite "taboo" in some countries across the Asia Pacific region. A CIO recently told me that "smartphones and social media have come five years too soon" - referring to the fact he is planning to retire in five years, and that these technology-centric services are proving to be quite a headache for his IT department!

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