ITSM Review Confirmed as Official Media Partner for PINK16

The ITSM Review are excited to be confirmed as official media partners for PINK16 – Pink Elephant’s 20th annual international IT Service Management conference and exhibition in Las Vegas from 14th – 17th February 2016.

Pink Elephant trademark

PINK16

Now in it’s 20th year, Pink Elephant’s Annual IT Service Management Conference & Exhibition being held in Las Vegas from 14th – 17th February 2016 offers delegates a packed itinerary.

This year’s conference focus is IT @ The Speed Of Change and the event includes 12 tracks and 160+ sessions, covering a vast array of subjects from all across the IT Service Management (ITSM) spectrum: ITSM, ITIL®, ISO, Lean IT, Six Sigma, PRINCE2®, PMBOK®, COBIT®.

Bellagio, Las Vegas
Bellagio, Las Vegas

 

With a vast array of speakers, including a keynote from Emmy & Tony Award Winning Actor Martin Short, delegates will enjoy a comprehensive and entertaining few days.

WHAT: PINK16

WHEN: 14th – 17th February 2016

WHERE: Bellagio Hotel, Las Vegas

WHO: C-Level, including CIOs/CTOs/CSOs, IT Directors, VPs, IT Service and Support Managers, Service Desk Managers, IT Infrastructure Managers, Process Owners, Senior Support Analysts, Quality Managers, Service Level Manager, Project/Program Directors and Managers, IT Auditors, IT Consultants, IT Suppliers/Vendors, Anyone seeking to understand why and how to implement best practices according to ITSM, ITIL , ISO, Lean IT, Six Sigma, PRINCE2, PMBOK, COBIT, anyone who is interested in building and managing a truly business focused IT organization

HOW TO BOOK: Click here

 

The ITSM Review is looking forward to attending and covering this event. See you there!

 

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Podcast Episode 1: Pink14 and the best moustache in the world

ManageEngine
Thanks to our friends at ManageEngine for sponsoring this podcast.

We are pleased to lift the lid on our very first podcast!

Recorded at Pink14 in Las Vegas with Barclay Rae and Rebecca Beach with guest Ian Aitchison from LANDESK.

The team discuss Shadow IT, Axelos Announcements, Pink Conference agenda and other industry news (not forgetting the best moustache in the world!)

Listen on SoundCloud here (Itunes feed to follow soon).

Who and what would you like to hear on future podcasts? Please get in touch and let us know – Drop us a line, leave a comment on this blog post or post ideas on our community forum. Thanks.

Links

The Chips Are Down at Know 13, Vegas

AriaThere is something so unique about visiting Las Vegas – Home to ServiceNow’s Knowledge13 this year

Quite apart from the breath-taking scenery as you fly in (we’ll forget about the nerve racking sprint through Chicago and making the connecting flight literally with minutes to spare for now), it is like a whole other world.

And that also goes for the resort complex – held in the Aria complex, it really was a location that had it all – shops, there was even a pub for us Brits!

The main themes for this year focussed on Transformation and Innovation, and certainly in the first Opening Keynote by ServiceNow’s CEO Frank Slootman, The End of No, The Beginning Of Now.

There have been a few memorable events since ServiceNow’s last conference – namely ServiceNow going public on the NYSE.

The popularity of the event has grown too, with more than double the attendees- almost 3900 attendees this year.

Frank Slootman’s keynote included representatives from large companies, all with a key story to tell about IT-Led Enterprise Transformations.

Now obviously as it is an event sponsored by a vendor, you would expect Servicenow to be at the forefront of the good-news stories, but at the tail end of the panel session that Alison Collop, Global Director of Coca Cola shared the key message behind the success of IT-Led Transformation:

Organisational Change Mangement- Empowered the team to make decisions and recognising it takes everyone to help change the way they work

It was the first time that any of the panel really addressed the mindset required, not just the technology – a bold move and the golden nugget at the end of this opening keynote.

The Fred Luddy Keynote

ServiceNow Founder and CPO Fred Luddy is a hugely charismatic character and this was the keynote that everyone wanted to see.

He treated us to a (literal) face off between Google Glass and Siri, but more importantly a look and how far the industry has come, but what we need to do to continue to move forward.

There are repeatable patterns, since the 1800s – Technology is used to streamline processes (get something to work a bit faster), and create a business differentiator.

And just as in the first keynote, we were shown the finalists for ServiceNow’s Innovation of the Year award – where businesses have seen something that IT have done (streamlining) and thought of a way to help drive the business forward by creating applications within the ServiceNow platform.

The winners were Target – their employees had demanded a more personal approach to IT, and had to look to manage up to 60 appointments a day.

Target used ServiceNow to develop a booking application, as well as a custom iPad application, allowing visitors to create an appointment in person, and to be able to track and assign work and on-site support.

The application has a customer satisfaction of 94% and has moved support out of call centres.

Conduct Unbecoming The Opposition? How To Professionally Demonstrate Your Product

What stood out for me was the demonstration of the ServiceNow functionality on tablets – perhaps for a different reason than intended:

As part of Fred Luddy’s keynote, he took the audience through some of the new innovations, particularly in the area of mobile devices.

He walked us through the specific optimisation they had done for tablet devices, and it had been important for them to ensure that the full product functionality existed for staff using a tablet, perhaps supporting services remotely.

They have also developed a specific iPhone application allowing resources to be accessed, and customised to suit the individual – all with the purpose of being able to use the product to either access catalogue items (via Service Request), log incidents or work on records, assignments – all through improvements to the mobile user interface.

As an analyst, I get emails from vendors and from consultancies every day about recent press releases and new happenings – it’s nothing new, it’s part of the job.

So when I headed off to Vegas, I was not surprised to get an email from someone representing another vendor, plugging their own mobile solution, having gathered that I would be entertained by ServiceNow.

But during the first day, the #Know13 hashtag was hijacked (for want of a better word) by people connected to this vendor (I hesitate to use the word employees, partners – we just do not know) plugging their solution.

No real problem, I guess – it is, after all, a free market economy, but if it was a mischievous, puckish prank, it soon backfired in the eyes of the attendees (remember, we are talking around 3900 people… count them!).

People chattered in the breaks and at the expo wondering “why?” – after all as far as I understood, the capabilities were very different.

In all, it was a bit unprofessional (in my humble analyst opinion), and being bombarded for the week afterwards by the same partner to talk to them instead did nothing to make me reconsider that view.

ITopia

Allan Leinwand took us through the Now State of IT respectively, along with the ITopia demo in full.

This keynote really helped reinforce one of the key messages of the conference – A Single System of Record.

The demo showed how ServiceNow could be used across the enterprise, using a single database to help automate and improve efficiency, involving a cast of people playing a roles across an organisation:

  • Data Centre Manager – using dashboards to manage on premise and cloud environments, linkage to Change, and automated provisioning via the Service catalogue
  • Network Operations Centre – moving away from reactive alerts to filtered events and more proactive practices, using collaborative tools to drive Change Management
  • Procurement – More accurate inventory information and dashboards to show contract expiration and licence information
  • Field Services Technician – working remotely with mobile devices with the same amount of functionality as he would expect if located centrally
  • Human Resources – Using automation to help drive the onboarding process for new employees
  • Help Desk – Knowledge Management and collaborative tools (LiveFeed and Chat tools) to help people contacting them in a more structured way
  • Development Manager – Seeing where software defects are being logged and who are having the issues
  • Development Operations – Using the new App Creator where all the information to create a new application on the ServiceNow platform is focussed in one place
  • Crisis Response Manager – how they could retire a best-of-breed external application by developing their own within ServiceNow to do the same thing and putting all the information in one place
  • Facilities Management – recognising that their request forms, with a little modification, and by adding items to the CMDB, could also use the same system
  • Business Line Manager – Dashboard focussed on projects and associated costs, as well as automation of repetitive tasks
  • Project Management – keeping track of resources and their assigned tasks, and making that information available to stakeholders in the organisation
  • Governance – Real time collation of evidence for audits and dashboards to help identify immediate risks
  • Finally, the CIO – to demonstrate the underlying theme of the conference  – how IT can help transform the enterprise from within a single platform.

Instead of having a number of applications, they showed how applications could be built in the platform, how dashboards be used across the enterprise to show pertinent information, how new applications can be developed, all using a single course for information – the single source of record.

And none of this is amazingly new fangled gadgetary that has materialised at the hands of aliens with super-powers (even allowing for the fact we were in Vegas for a week)!

This conference gave attendees an insight as to what was possible, using existing technologies, teamwork, collaboration, and dare I say it, a bit of common sense.

Something Fun & New – The Hackathon

A new addition to the ServiceNow conference was the introduction of the Hackathon, inviting administrators and developers to show off their innovative flare to create transformational applications using the ServiceNow Service Automation Platform.

There were no limits as to what could be built, but it had to be built on ServiceNow.

The winners developed a Project Incubator application allowing users to gather required resources for new projects, across an organisation.

What others had to say

Ken Gonzalez, Know13 Session Panellist and Senior Advisory Consultant (now Capita):

I think that the diversity and topics that are associated with that, and the sessions that I went to, they talked about the technology and they talked about how to leverage it but it had a nice blend of “hey you want to do real interesting stuff, here’s some things you want to think about”

I think it struck the right blend between being too prescriptive and too salesy

Mark Kawasaki, Know 13 Speaker and ITSM Specialist at Emory University

To me it was a lot of meeting some great, some new people too, especially some practitioners that I met that were really struggling with some things.

It’s funny, one guy came up to me and said he had just spoken on CMDB and gave the exact opposite points that I gave on CMDB.

It was good discussion I had with him on different ways you can look at it.

Adam Mason, Know13 Hackathon Winner and featured customer as part of Frank Slootman’s Presentation.

I really enjoyed the quality of presenters that I saw was very high calibre and I thought the expo hall was fantastic

It was nice to see what others are doing with the product besides just customers that were trying to push the envelope a little bit so I thought that was impressive.

The Hackathon was just a ton of fun, it was a good communal experience too and I would hope they do it again

Stephen Mann Former Forrester Analyst, now Senior Manager – Product Marketing, ServiceNow

The things that really stuck out for me:

Firstly the size and the enormity of it – to get that many people who use a single product rather than parts of a portfolio of products is absolutely crazy.

Second thing would be the organisation and then within that the quality of the content, particularly yesterday – Everything consistently seemed great throughout the day.

What resonated with me

There were a lot of phrases bandied about throughout the week.

From the beginning of the week, ERP for IT and the excessive use of the word ecosystem perhaps made me roll my cynical analyst eyes, but in the panel session as part of Frank Slootman’s keynote, and in a Q&A with customers, the real drive for transformation innovation came from within the teams, with a passion and drive to innovate using the technology that exists today.

For me – the concept of Single System of Record and ITopia continue to promote applying common sense, technology and teamwork to solve business problems.

I conclude with my own thanks to Dawn Giusti and her team – their organisation on the ground was superb.

With so many attendees, it was flattering to feel that you were under their watchful eye, known by name, and that they would take care of things for you.

A great week, all round.

Knowledge 14 will take place – April 27th to May 1st 2014, at The Moscone Centre, San Francisco.

See you all same time next year?

The “Capita” Label – A Red Herring Swimming in the Moat of Castle ITIL

Chris Barrett, Capita
Chris Barrett, Capita

Ever since the announcement of the Cabinet Office and Capita Group Joint Venture, the great, the good, and some of the rest have speculated here and there about the future of the Best Practices Portfolio.

Chris Barrett (currently a Transformation Director at Capita Consulting) is one of the first of the newly appointed management team for the new joint venture company, and spoke to us at the Knowledge 13 event, Las Vegas.

The Issue of Communications

The first question had to look at the communications, lack of and standard of (which is ironic given our collective jet-lagged state, at the time).

The first e-bulletin had just come out, and it is clear that the press office still needs some time to settle in to converting dry releases into something that gives the waiting ITSM public some further insight, without jargon.

At several times, he was keen to emphasis that Capita is actually more of a red herring/misnomer (which explains why a number of questions were pointed directly at Capita Group).

He said: “If there was one thing Capita was good at, it was fulfilling a remit – for example stripping out costs from a business.”

“But if people are thinking this is a land grab, they would be completely wrong.”

“We are not a corporation, we are a small joint venture.”

“The idea is to grow and invest in the community – this is about a duty of care, and custodianship.”

Whilst communications have been light and/or dry as toast, there has been a lot of work going on behind the scenes.

There will be a twitter feed and a continuation of the e-bulletins, but resources to manage the media side of operations are yet to be appointed.

The Team To Be

In terms of the physical set up, the Chief Executive has been chosen, and the management team are being finalised.

TUPE discussions are continuing regarding members of the Cabinet Office and TSO, due to come across at the end of this year (UPDATED: See comment from Chris Barrett of the Capita JV below)

For many who have actively contributed to the best practices publications, the emphasis on being a non-corporate joint venture still allows them have that airtime – if they so choose.

“Can it be altruistic?” I asked Chris

“It can be, if it serves the community and if we cut them out, how stupid would that be.”

Here is where I think the balance of power shifts.

Let’s be honest – people who have actively contributed in the past do not really need the kudos of adding that involvement to a CV or resume any more.

But there are also many people coming up now, through the ranks, with strong practitioner knowledge, and with the support and encouragement of those previously involved.

There is also an opportunity for those who have, in the past, rebelled at the gates of the fortress – surely now is their time to help shape the best practices to what they believe it should be?

Or will they choose to ignore this emerging spirit of collaboration with the community, and continue to throw stones into the moat?

Linda King and Ros Satar
Linda King and Ros Satar

Pragmatism Over Theory

A number of questions came in through various social media feeds, for us to ask and interestingly a lot seemed to focus on how Capita does things now.

Capita favours the pragmatic approach – referring to principles where appropriate but not purely for the purpose of using them for use’s sake.

It therefore stands to reason that going forward, the emphasis continues to be on the pragmatic application of these established best practices, to demonstrate real-world benefit.

As with everything that took place before, a lot of consideration will need to be given to the release programs for new versions.

This, in turn, led to an interesting revelation that the Cabinet Office themselves do not see the Swirl brand as having traction outside the UK’s shores, despite the information email ID being swirlenquiries.

Spending Spree Or Visionaries?

Interestingly, the most recent acquisitions (Knowledge Pool and Blue Sky) were never part of the original plan, but the inclusion of G2G3 was part of the original bid.

Even if they had not been acquired, the plan would have been to involve them anyway, and they look to be all set now in terms of training and simulation approaches.

Community

Chris was asked whether the joint venture were looking to create their own, newer community, for example in the mould of  Back to ITSM?

The plan is to have to have a portal approach and a formal home for people to land on.

Ideas being considered are a subscription-plan for more detailed material – this was seen as no different to paying money for training courses.

What is the Joint Venture NOT going to be

Chris confidently lined up his views:

  • “Not going to stagnate
  • Not going to be purely theoretical
  • Involving real practitioners and serving community members
  • Not going to be “Castle ITIL”

I wanted to be honest with Chris – those statements are pretty bold, but as someone still active both in consultancy and analysis on the ITSM side, this is good fighting talk.

Meet Them At The Gates

Whilst I can see a sense of continued cautiousness from those who have been discussing the future, the new joint venture are very much seeking and wanting continued dialogue.

The sense of community was a recurring theme, and as a member of this community, I think we owe it to the joint venture to try and meet them at the gates of our beloved “Castle ITIL”.

(With thanks to Adam Holtby, Linda King, and a special nod to Rob England’s suitably Skeptic “Castle ITIL ™” tag which the new company liked but equally are willing to meet, head on).


Updated: Capita folks interviewed live at Knowledge13

ITSM Weekly Podcast Episode 112 – The Capita Interview


via ServiceSphere