Settle differences without violence or destruction What happens at the Top of the world related to IT Service Management. Top of the world edition (TOW) August 2012 HOSTS Episode 3: Daniel Billing, Aale Roos, Harry Repo, Michael Imhoff Nielsen we are searching for a additional crew member representing Norway. Interested ? email: ITSMTOW@gmail.com - twitter: #ITSMTOW News_________________ Aale is back from vacation, Harry is starting his and Michael haven't started. Daniel is still enjoying his 8 weeks (in your face!) Congratulations Aale - who got grand daugther no 2. * ITSMF International AGM in Stockholm September 21st. * ITSMF SE and DK have 10th anniversity * Mars landing * TFT12 - Tomorrow's IT service future today - Start in New Zealand on 5 December 2012 and FOLLOW the SUN until we finish in Hawaii. Vote for your favorite speaker. * Chris Dancy to BMC * Aales survey of the month ( 41 responses by e-mail, no anonymous) * The questions was about maturity Used old KPMG scale: technology- processes- services- customer - business-centric 70 % at level zero 20 % at process level 10 % at service level too many put business as a goal, real goal should be next level Main Topic_________________ ITSM maturity - do we need a scale? *There is a lot of tool projects running now. is it due to greater process maturity or searching for shortcuts can you mature by changing tool - at least you can enhance the user experience , but a fool with a tool is still a fool. *Assessment of what (technology, people skills, organisation, processes, services) and is it maturity or capabilities or both? *You should start your assessment by asking the right questions - what do you want to achive? *Look into the Continual service improvement *Assessment models - CMMI, TIPA , ISO/IEC 15504 SPICE Stick to one assessment model otherwise it's impossible to benchmark/compare. * avoid self-assessment, companies tend to rate higher then their actual maturity. Most important question is what do you do with it Don't waste money just doing assessments, unless you want to fund consultants Aales survey method - spend one day at the service desk Reasons for assessing, is it just to show that we are doing what we are supposed to or is it for a true aim at improving for the benefit of the business? Closing_________________ upcoming event where TOW will send live from the floor : ITSMF - DK 26-27 Sep ITSMF - FI 4-5 Oct ITSMF - SE 22 Oct Next recording will be done end of Aug - Stay tuned