Pierre Coyne, Service Mgmt. Strategy & Ivor McFarlane, IBM Tivoli Software
There is IT. And then, there's business. Are they different any more?
For the past ten years, there has been a lot of talk about IT alignment with the business. The implication being - there is IT, and then there is the business. One focuses on technology, the other, on everything else.
IT Service Management has progressed our thinking and centred our attention on aligning IT with the objectives of the business. That approach, while trying to bring IT and the business closer, also validates the thinking that IT is something separate from the business. Especially in this hyper-connected era, aren’t IT and the business really the same thing?
Consider that nowadays (almost) everything in everyday life has some form of technology in it – the buildings we work in, the vehicles we travel in, the ATMs we bank with, and even the toys our children get with their happy meals . Everything has some form of ‘smarts’ embedded in it. So the question is: can we continue to think of IT and the business as separate things, or should we instead be asking why we ever saw them as so different?
This talk will address some of the ideas and logical connections behind this premise. How do you define a single service strategy for the business? Can there be a common approach to managing all service-related assets – not just IT? Can you actually manage the end-to-end business service? How do you integrate service delivery processes across the business? The truth is that IT was never enough to deliver a service – all services depend on more than IT to make them happen.
This presentation will also explore other possible implications of a smart new world where IT is everywhere. With so much embedded technology in virtually every thing we touch, the business people, formerly known as IT, should be driving the opportunities for service innovation.