1. Notes with links: servicesphere.com/blog/2013/11/1/effective-it-governance-with-cobit-5-practitioner-radio-epis.html

    Show notes:
    Troy’s Thunder Bolt Tip of the Day: Today’s IT Value chain has way too many moving parts and suppliers in the mix to not establish a Governance Framework to ensure all the moving parts are performing as required. Organizations need to look seriously at COBIT 5 as a tool to help them Evaluate, Direct and Monitor their ability to deliver stakeholder value.

    Were not just IT today – Focusing on Enterprise Business Governance
    Troy’s involvement with COBIT 4.0 design mapping to other frameworks
    Practitioner Radio Episode 29
    Three Big things about COBIT 5.0
    Integrated all ISACA practice area (COBIT, VAL IT, Risk IT)
    Governance vs Management
    One integrated framework / IT not separate from Business
    Practitioner Radio Episode 19 - The Strategic Role of An IT Operating Model
    COBIT is the Umbrella Framework encompassing all others
    COBIT is like a Scope Statement for IT
    COBIT 5 does a much better/explicit job of mapping to other IT Frameworks
    Can you by COBIT Software?
    COBIT can be found at the ISACA website
    Gary Hard Youtube
    What is not defined, cannot be controlled, measured, improved
    You need the Picture on the Puzzle Box
    Complexity is its own argument for definition
    Cynefin Model
    Governance is not compliance or legal requirements
    Rob England on Governance
    Governance needs to provide the definition or what is expected
    Governance A Compass Without a Map
    ISO 38500 – IT Governance (Evaluate, Direct, Monitor)
    Governance is not Doing, it is about Directing
    COBIT is the Map Legend
    A COBIT Foundation is a better first step for Managers and above then an ITIL Foundation class
    COBIT 5 Certification (Foundations, Implementation and Assessment Courses)
    Practitioner Radio Training Bundle
    COBIT 5 Enablers (Policy, Process, Org Structure, Culture, Information, Services/Tech, People)
    Troy’s Seven ITSM Enablers
    Policy: Until it is written down it is a rumor
    Pink’s CORE Values: Courageous, Open Minded, Responsible, Enterprising
    COBIT Definition of Value: Benefits Realization, Risk Optimization, Asset Optimization)
    Troy’s Thunder Bolt Tip of the Day: Today’s IT Value chain has way too many moving parts and suppliers in the mix to not establish a Governance Framework to ensure all the moving parts are performing as required. Organizations need to look seriously at COBIT 5 as a tool to help them Evaluate, Direct and Monitor their ability to deliver stakeholder value.

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  2. Notes with links: servicesphere.com/blog/2013/9/6/planning-a-roadmap-practitioner-radio-episode-48.html

    Show notes
    Just back from Pink Leadership forum
    Ep47 lots of people chiming in, liked the simple format
    2 people got Standard+Case books
    IT Service Management Roadmap – what does it look like, how do we plan for it
    Jack taking over Itsmf US President award
    Do you plan a roadmap? YES - otherwise when you come to a fork in the road you don’t know right way to go
    Roadmap takes context into consideration – never too late to do one
    Preparatory steps:
    Guidance from Leadership (from the Business as well) as to priorities for next few years – where you want to be in 5 years e.g. do vision and strategy workshop first. Start with the end (the result) in mind. Point of Arrival Statements
    Example Roadmap? Troy’s blog ‘deploying v documenting itsm processes’
    Plans:
    7 specific deliverables
    Process Plan: fully details specifics around the processes, graphics
    Tool Plan: high level approach, requirements, what support will be needed
    Process Governance
    Organisational change: training plans and communications plans
    Project Charter
    PinkReady to assess overall risk
    Don’t overlook the partners, influencers and stakeholders
    How to get started: understand what POA statements are, then do a process plan
    Project charter is your best friend –it’s your definition of what success looks like
    Jack’s Thunderbolt Tip of The Day: If you have not thought about strategy, if you have not been crisp with respect to what are the expectations of the organisation relative to this thing called your ITSM programme STOP! Back up, and take another crack at trying to figure that out because it becomes a fools exercise to develop that road map without a compass.
    Chris’ addendum - If you’re lost in the woods, and it’s night, and you’re on the moon, a compass does you no good – be aware of where you are!

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  3. show notes with links: servicesphere.com/blog/2013/8/7/reversey-maturity-levels-for-big-data-practitioner-radio-epi.html

    NOTES:
    Getting lots of feedback on Standard+Case episode
    Check out ep 45
    Hidden Dancy fact – educated in accounting
    Looking forward to Episode 47 with Gary
    Reversey! Troy gets to ask the questions
    Is Big Data really a new thing?
    No – just been defined, more awareness, and become more prevalent
    Reality of trying to correlate all the information available now
    Looking at how personal data relates to business data – lots of interconnections/relationships
    Big Data – systems style thinking / quantified existence. Little data is the minutia.
    How many people are awake to need to know more context?
    It’s a skill – data analytics. Also some personality types more predisposed
    “Pattern watcher”
    Biological data is useful for service desk professionals to help understand problems
    Are interactions with service desk different today than they were?
    Maturity model for Big Data?
    5 things that interact with each other: Applications, Services, Devices, Sensors, and People
    Look up HCI and the Interaction Design Organisation
    Self service requests – maturity levels:
    Level 1. We know Volume, categorisation, location of requests
    1.5 Can also look at which departments use it more – cultural differences
    Level 2. Start dates – how long employee has been at the organisation
    Which browsers are people using (identifying tech geeks)
    Level 3. Relationship of user to other systems – what projects are they working on, open HR issues, life issues (e.g. maternity leave) pulled in from other internal directories. Geofencing.
    Privacy issues with how much information there is in front of service desk analyst?
    Can use the data anomalously to help tailor your response
    Automation for pattern recognition is key
    Geofencing – time, date, location (specific)
    Service Catalogue needs to understand context in above ways
    Level 4 – android phones have temperature sensors – why not try to use temperature data as well?
    Level 5 – little data. If employee wants to opt in could use their personal (quantified-self) data
    Level 6 – widen out the context - how much did that person sleep night before, blood glucose levels
    Level 7 – DNA!
    All of these are tools available today
    Most are still focused down on tasks, few are given the time or have the pattern-identifying ability
    IT need to look at other ways we can optimise services – pattern matching will be one
    Chris’ Thunderbolt Tip of The Day

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  4. notes with links: servicesphere.com/blog/2013/7/24/service-based-costing-practitioner-radio-episode-45.html
    Troy’s thunderbolt tip of the day: The moment you begin your journey towards Service orientation start preparing for the next question - it’s about Service Based Costing. It’s just a matter of time.

    NOTES:

    Service Based Costing – touched on in Ep 8 in March 2011 talking about financial management. Today focusing in on when you define ‘services’ what does that cost?
    If you look at what you pay for services you realise they’re often tied to other parts of services which means you need one for the other so it’s hard to cut costs
    What’s the trigger for asking questions about budget? Usually a crisis or a pain
    No-one wants to talk financial transparency when the money is freely flowing
    Looking at decade of trending revenue is flat (investment in IT)
    IT budget tends not to go granular enough when looking at where costs go
    Need to compare what outsourced services /processes can do for cost next to internal IT – can’t do without knowing cost of each part of internal IT functions
    As markets get tighter have to do better accounting in order to make decisions
    Can’t make decisions about where to cut back without knowing what each part costs and what else it’s linked to
    Today we have fragmented processes everywhere. Could we centralise groups and gain efficiencies? To work this out you need to know cost breakdowns.
    Some services are core or direct some are indirect which you have to overlay
    It’s an Art but have to have logic behind it
    Where do you get the data to do this?
    Is there a general template to help people can get started? In ITIL kit at high level, also recent paper in PinkLink “defining, modelling and costing in IT Services”
    Accuracy of data is now the question (we have lots of data)
    Still having to ‘bucket’ very difficult to get completely granular but more buckets better than 1 or 2
    Technology is no good often without the associated services so cost has to take all into account
    Culturally this may not be welcomed – exposing true costs. People don’t like transparency
    It’s only a matter of time ‘til you’ll need to provide these figures though
    Troy’s Thunderbolt Tip of the Day: The moment you begin your journey towards Service orientation start preparing for the next question - it’s about Service Based Costing. It’s just a matter of time.

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  5. show notes with links: servicesphere.com/blog/2013/6/26/understanding-standardcase-practitioner-radio-episode-44.html
    NOTES:
    Rob England’s Thunder Bolt Tip of The Day: Stop pretending that the world can be standardised because people and systems won’t be - we have to deal with both the standard and non-standard sides of the world.

    Shout out to Gregory Baylis-Hall in UK, who tweeted: "it's like having my own "podcast" mentor series - real good #itsm stuff #wiseandtrusted"
    And Tobias Nyberg of Sweden
    Can we summon someone from further away….?
    Welcome to Rob England!
    Only podcast Rob listens to religiously
    Freud has 55 years’ worth of research, limited number of publications. ITSkeptic out-paces Freud!
    Not just blogs – 7 books
    Standard+Case book now out
    Overview:
    Idea came after thinking about Case Management – how other industries manage cases with case workers and case management e.g. medical cases. Thought how could we use this to think about Service Management and realised often frameworks are trying to standardise the work, so we need case management as well to deal with the non-standard situations. Response can either be standard or can be different which is ‘case’.
    Troy - need base policy but latitude to tailor to individual cases
    Why don’t we certify users? Some know what they’re talking about – model says you can do that.
    Have to go through standard gating usually, but potential for special users to go straight to case workers
    Some people’s frustrations come from being forced through standard when they do that themselves first
    First have to define what is Standard and when it’s appropriate to use case management
    Not everyone is equipped to be a case worker
    Eg. Police officers start on the beat, pass exams, have enough experience to become a detective
    Historically we’ve focused on standard and the unique bits have been blank boxes ‘go off and resolve’ with no optimisation to help how to do this
    Difference between Case and Problem?
    There are incidents that are standard and case and problems that are standard and case
    Think about how we deal with cases more – we do already but Standard+Case gives us a more formal way. Not foregoing process, it’s just the process is at higher level – running by general principle, more latitude
    Accountability is important – this helps, as it formally says it’s not always as simple as it looks
    It’s more ‘practice’ than ‘process’ as it’s not a set of steps to follow its more do whatever you need to do within these limits, within this policy, by these principles i.e. within the limits of the law
    Diversity is important so that we can learn ways to deal with different types of cases
    Episode 19
    Table of contents - it’s a Manifesto – a synthesis of what Rob’s seen and heard plus the realisation that you can put Standard+Case together
    Can’t always have SLAs for major incident cases. Logical but not so easy to sell!
    Gregory Bayliss Hall if you listen – tweet Chris for a free copy of Standard+Case
    Rob will be running workshop at conferences and events, thinking about online videos
    Troy - Pink leadership forum in Pheonix Arizona, 12th 13th August
    Rob – see at SDI13, TFT13, Sweden, and Autralian conference in August
    Rob England’s Thunderbolt Tip of the Day: Stop pretending that the world can be standardised because people and systems won’t - we have to deal with both the standard and non-standard sides of the world.

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