Chance meeting with Gary Case!
Every Practitioner Radio gets copied, why is that?
Business Relationship Manager
SLM = Service Level Management, on ITSMWP ROW Episode 21
Supplier Management for ITIL, the show
Do you start by training a business person to learn IT or do you take an IT person and teach them to talk business?
What types of KPI’s do you put around the job of Business Relationship Manager (the secret is in the sales department)
Demand Management Podcast
Service Owner vs. Account Manager vs. Business Relationship Manager
Troy’s Thunder Bolt Tip of The Day: The Role of Supplier Manager is to establish and manage relationships with trusted suppliers in such a way that they contribute positively to your overall service goals.
Service Portfolio Management Episode 13
All 14 Episodes of practitioner Radio
MIXED SUPPLIER MODELS ARE NOT NEW
Supplier Managers and Olympic Hockey
Brother from another mother
Just say no to the term “Outsource”!
Talk to the Hand
Service Strategy defines this part of the process, as in WHO does this piece of work
Out-tasking vs. Outsourcing – TASKS inside my value chain
Service owners, Supplier management group are both groups that make decisions on out-tasking
The “C” word – Cloud
What were we out-tasking BEFORE the cloud?
Service Asset = Part Resource and Capability
Procurements Job is to beat your supplier to a pulp, but is this good for business?
Involving our sourcing partners IN the business process model
Hollywood prenups and the mixed supplier Model
Does process maturity make a difference when picking a supplier?
Just because you speak Spanish as a second language doesn’t mean you can make a burrito.
The difference between bridging suppliers to your systems or BRINGING them INTO the business.
Where do BRM people get their skills?
ITIL 2011e (Changes focused on re-packaging and presentation of information in better ways)
Service Catalog Book Link: https://www.pinkelephant.com/Products/PinkPUBLICATIONS/PinkBOOKS.htm
Service Catalog Episode: Link: http://blogs.pinkelephant.com/index.php?/troy/comments/practitioner_radio_episode_7_the_it_service_catalog/
Service Level Management Episode Link: http://blogs.pinkelephant.com/index.php?/troy/practitioner_radio_episode_3_-_service_level_management_and_slas/
Service Portfolio and the CMDB
Service Lifecycle Management (Concept, Requirements, Build, Test, Publish, Run, Retire)
Demand Management Episode Link: http://blogs.pinkelephant.com/index.php?/troy/comments/practitioner_radio_episode_12_-_demand_management/
Service Governance Roles (Service Owner, Service Category Owner?)
The Service Portfolio is the business case for common processes
The Service Definition Evolution, (Request - Service Catalog - Service Portfolio)
Service Portfolio and Project Portfolio
Service Portfolio Inputs (New Markets, Customer Requirements, CSI of Existing Services)
Adding Complexity without Retiring Legacy
IT Hoarders (CIO's Nightmare)
Service Owner understands Service Use
Client Relationship Manager understands Service Demand
Project Portfolio and Application Focused versus Service Focused
Service Oriented Cultural Evolution Link: http://blogs.pinkelephant.com/index.php?/troy/cultural_roadmap_for_itsm_adoption/
Cloud Services and Service Portfolio Management
Collections of Portfolios
Service Portfolio The Picture On the Puzzle Box
IT like any service provider is responsible for planning and managing their supply based on demand. Demand Management is in part about receiving and influencing demand based on their clients best interests
Project Management vs Portfolio Management (Service / Project)
Demand feeds Portfolio Management
Merger’s & Acquisitions and Demand Management
The role of Architecture in Demand Management
The role of Business Relationship Mangers Role and Demand Management
Demand Management integrations with the Service Life Cycle
The Service Catalog and Demand Management
Normalizing Custom Services from SLA’s into the Service Catalog (shaping demand)
Shaping Demand (Service Desk & Hosting Examples)
Demand influences through price
Show Back versus Charge Back (tool for moderating demand)
Demand Management Tenants: (Receive, understand, predict) & (influence, shape)
Three Types of SLA’s (Historic, Expected, Psychological)
Quantified Self – Using Technology to monitor yourself
Demand Management & 1st line Support
4 Entry points in ITIL for Demand Management
Is A Password a Service Request or Incident?
Thunder Bolt Tip: IT like any service provider is responsible for planning and managing their supply based on demand. Demand Management is in part about receiving and influencing demand based on their clients best interests not their own.
Troy’s Thunder Bolt Tip of The Day: Availability Management is not just a report you run every month to satisfy Sr. Leadership. The report is only one output of a full process in the same way an SLA is the deliverable of Service Level Management
The last episode number 10
ITIL Implementation Roadmap (Availability Management)
SLA is the outcome of Service Level Management
The Availability report is the deliverable of the entire Availability Process
The product is NOT the means to do something
Google Dashboard of Availability
Evolutions vs. Maturation
Forget the IT can you have availability for Financial Operations?
System vs. Application availability based on RISK
Availability is closer to Problem Management
Earning your ITIL Pins
Design part of Availability can be done by a SEPARATE GROUP
TIP 1: Take the Availability report and feed it INTO a problem analysis discussion (MINI BOLT)
Breakfast with Pink
The dance of demand management
The ITIL exorsist
Reactive vs. Proactive
What is the ACTUAL day job of a “Service Architect”
Martin Erb is Pink’s Service Architect on Twitter
White Collar vs. Blue Collar ITIL