High Velocity IT: Doing Business Di Erently

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ISSUE 05 / 2020EXPRESSHigh Velocity IT:doing businessdifferentlyTalking business to the businessManaging a remote team in challenging timesTHE JOURNAL OF ITSMF UK

erwithcustomertrust.and maintainand maintain trust.What is StatusHub?Whatis StatusHub?StatusHub is an IT Incident & DisruptionCommunicationtool.StatusHub is an ITIncident & DisruptionCommunication tool.What do we do?What do we do?We help organizations reduce the impactofand establishefficientandWedowntimehelp organizationsreducethe impactflexiblecommunicationwiththeir customersof downtimeand ntenanceflexible communication with their customersevents.and teams during incidents and maintenanceevents.STATUSHUB CUSTOMERSSTATUSHUB CUSTOMERSMonitoring toolintegrationsMonitoring toolintegrationsStatus widgetsStatus widgetsUse StatusHub widgets ively.statusinformationcontextualWidgetsshowcase intheservicelocationson your websiteorstatus informationin contextualapp,increasingtheopportunitylocations on your website orforusers esandinformation.for end users to see importantAutomate and maximise theuseof monitoringsoftwareAutomateand maximisetheandservicesbycreatinganduse of monitoring softwareupdatingincidentsvia andand servicesby creatingintegrationswithStatusHub:updating incidents viaintegrations with StatusHub:updates and information.Incident communicationIncident communicationStatus pageStatus pagecommunication channels:services.StatusHub quickly and easilycommunicatesupdatesincidentStatusHub quicklyand oneasilyservicestatusviamultiplecommunicates updates on incidentcommunicationchannels:service status viamultipleUse public or private status pagetodisplaythe minuteUsepublicupor toprivatestatus pageinformationaboutto display up to thecompanyminuteservices.information about companyVisit our website to learn more: statushub.com

ContentsChairman: Martin NevilleEditor: Mark LillycropEditorial3Design: Preview Designwww.preview-design.co.ukUnprecedented, challenging, surreal, extraordinary itSMF UK news4Latest information and updates on ITSM events and publications.And the winner is 6As we approach this year’s call for nominations, we look back at thewinners and finalists from 2019.Managing a remote team in challenging times8Candy Candappa suggests some ways to re-think your management style in the light ofenforced remote working.High Velocity IT – doing business differently10Mark Smalley offers an introduction to the concept of HVIT and explains how to put thegroundwork in place for this important new approach to digital business.Hybrid cloud migration – look before you leap12John Young considers the various routes to take when building a hybrid cloud solution.Talking to the business14Paul Wilkinson introduces his latest itSMF UK simulation group to DevOps thinking.ITIL 4: what does it mean for problem management?16Feedback on new problem management thinking from a recent member meet-upManaging aremote teamin challengingtimesHigh Velocity IT:doing businessdifferentlyTalking businessto the businessAll communications to:Service Management Association Ltd(trading style itSMF UK),Ground Floor South, Burford House,Leppington, Bracknell, Berkshire,RG12 7WW, UK.Tel: 0118 918 6500.Email: membership@itsmf.co.ukITIL and PRINCE2 are the registeredtrademarks of AXELOS Limited. itSMF isa registered word mark of the IT ServiceManagement Forum (International) LtdDisclaimerArticles published reflect the opinionsof the authors and not necessarily thoseof the publisher or his employees. Whileevery reasonable effort is made to ensurethat the contents of articles, editorial andadvertising are accurate no responsibilitycan be accepted by the publisher forerrors, misrepresentations and anyresulting effects. Service Management Association Ltd.2020. All rights reserved.Material within this publication may not bereproduced in whole or in part without theexpress written permission of the ServiceManagement Association (itSMF UK) Ltd.For all editorial, advertising, reprint orsubscription enquiries, please precedented, challenging,surreal, extraordinary Most of the adjectives that come tomind when we think about our currentcircumstances reflect the strangeness ofour COVID-19-dominated world. Whetherwe’re working remotely, supportingfamily and friends, navigating traffic-freeroads on our way to deserted offices,queuing for toilet rolls or getting to gripswith furlough, nothing is quite as it wasjust a few weeks ago. How long it willlast, and how quickly we return to the‘normal’ we hazily recall, nobody knowsfor sure.The crisis has given us a newappreciation for the freedoms we usedto take for granted and for the unstintingcourage and commitment of thoseon the front line. We’ve also found, ofcourse, that technology is suddenlyplaying a very big role in keeping us allsane. Had the pandemic taken placeeven as late as the 1990s, our islandsof isolation would have felt a whole lotmore desolate.Behind the front door, technology allowsus to order food, do our jobs, keep intouch with loved ones and colleagues,and pipe entertainment to the sofa, areminder of just how much the world haschanged in two decades. It’s a change inwhich the ITSM community have playeda huge part. And as we move forwardISSUE 05 SERVICE TALK EXPRESS 3

Editorial / itSMF UK newsagain, those same service management skillswill be essential in getting us back on track.With this in mind, this issue of ServiceTalkincludes some excellent articles to getyour teeth into – including an introductionto High Velocity IT from ITIL author MarkSmalley; a discussion on ITIL 4 and problemmanagement from Barry Corless and his SIGresearch team; guidance on hybrid cloudmigration from guess author John Young;and some thoughts on talking to the businessfrom simulation expert and ServiceTalkregular Paul Wilkinson.We also have some timely advice fromCandy Candappa on working with remoteteams in challenging times. Plus we bringyou up to date on virtual events, plans forour Conference and awards, and other itSMFnews.Please take care. I really look forward tomeeting up with members, friends andassociates again as soon as circumstancesallow.Mark Lillycropmark.lillycrop@itsmf.co.ukFULL STEAM AHEADWe’ve thought long and hard about thetiming of our annual conference (ITSM2020)and have decided to proceed as plannedon 16th-17th November in Central London.Nobody has a crystal ball but we hope thatthe timing offers an ideal opportunity tobring the ITSM community back together.There will be a few changes to the schedule thisyear, as you might expect, but all the essentialelements are in place. ITSM2020 offers fourtracks of focused breakout presentations, plusinteractive discussion sessions, an industryexhibition and our Professional ServiceManagement Awards (see page 6).Most of all, the Conference offersgreat networking, a chance for servicemanagement professionals to share andinterpret their experiences and find newsolutions to the issues we all face goingforward.For the latest information, including details of our extended early bird booking period and –shortly – our agenda of speakers, please visit the portal at www.itsmf.co.uk/itsm2020ITIL 4 publications updateThe range of ITIL 4 publications continues toexpand. Remember that itSMF UK providesthe best prices for members in our onlinebookshop. Current titles include: the comprehensive 200-page ITILFoundation, ITIL 4 Edition, offering fullguidance for IT professionals who requirean understanding of the ITIL 4 frameworkand how to apply it to the modern digitalworld the pocket-sized ITIL 4 FoundationRevision Guide, authored by the itSMF UKpublications team to help with last-minuteexam preparation the four volumes of the ITIL 4 ManagingProfessional series previewed in the lastissue of ServiceTalk – Create, Deliver andSupport, Drive Stakeholder Value, High4 SERVICE TALK EXPRESS ISSUE 05Velocity IT and Direct, Plan and Improve– which are all now available, with theStrategic Leader publication Digital & ITStrategy following shortly.All of these titles are published in print oras PDF e-books. Or you can sign up foran annual online subscription and benefitfrom the latest updates and additions to thecontent as you go. We can even providemulti-user access for your whole team.The itSMF UK bookshop can help with allITSM publication needs, at member prices,and make sure you have the right book foryour needs.Just order online at tinyurl.com/itsmfitil4 orcontact us at publications@itsmf.co.uk.

itSMF UK eventsWebinars, blogs andvirtual masterclassesIn line with Government guidance,we’ve had to postpone a numberof our upcoming physical eventsto ensure the safety of ourmembers and partners alike. Butto make more information andlearning available online, wehave introduced a wider range oftopics in our webinar and virtualmasterclass ranges.Our webinars – all free to members – off era great opportunity to join one of oursubject matter experts for a focused hourof content and Q&A. Recent additions tothe list of webinars include high velocity IT,supplier management, and getting startedwith VeriSM. Check out the dates below.For those looking for a more in-depth,interactive experience, we have startedto move our physical masterclass eventsonline. Every masterclass takes a freshapproach to the challenges faced by today’sITSM practitioners. They are created andfacilitated by experienced facilitators fromwithin the industry, providing real-worldguidance and practical advice – with theobjective of developing new skills andsharing experiences with other members.We hope you can join us for one of ourvirtual events in the near future. The listcontinues to expand, so please keep aneye on the website – www.itsmf.co.uk– for the latest news. The website alsocontains our blog spot where many ofour facilitators share their thoughts andinsights ahead of the events.itSMF UK event schedule MASTERCLASSESChange & Release Management 295Customer Care Skills for the Service Desk 195Designing Your Operating Model using the Operating Model Canvas 295DevOps SimulationFREEDigital Transformation Experience SimulationFREE30 (O)03 (O)05 (L)17 (Le)30 (O)03 (Le)29 (L)12 (L)IT4IT SimulationFREEITIL 4 in Action SimulationFREE23 (L)IT Service Continuity Management 295Knowledge Management (KCS) 295Lean IT 295Major Incident Management 295People Management Skills 195Post Incident Review 295Pragmatic Continual Improvement 295Problem Management 295Service Catalogue 295Software Asset Management 29507 (O)What, Where, When, Why, How of ISO/IEC 20000 29514 (O)13 (L)24 (L)11-12 (O)25 (O)09 (Le)03 (L)13 (Le)30 (Le)11-12 (O)29 (O)15 (L)03 (O)04 (Le)14-15 (O)02 (O)11 (L)23-24 (O)03 (L)28 (O)REGIONAL MEMBER MEET-UPSLondon & South EastFREEMidlands & East AngliaFREENorthFREENorthern IrelandFREEScotlandFREESouth West & WalesFREE20261006062703SPECIAL INTEREST GROUPSSIG Focus DaysFREE22FREE1508FORUMS AND WEBINARSService Management Forums & Webinars05ANNUAL CONFERENCEITSM2020 Conference & Professional Service Management AwardsSEE WEB16-17 (L)Key: (Be) Belfast, (G) Glasgow, (Le) Leeds, (L) London, (M) Manchester, (O) Online. For the exact location, or where location is not listed, please visit the website for latest details.For more information on any of our events visit - www.itsmf.co.uk/eventsISSUE 05 SERVICE TALK EXPRESS 5

AND THEWINNER IS itSMF UK’s Professional Service ManagementAwards (PSMA) offer a brief insight into theservice management world’s real successstories. Each year we invite our membersto nominate the teams, individuals andassociates who have pushed the boundarieswith ground-breaking projects and innovativeuse of industry best practice.As we approach this year’s call fornominations, we look back over the winnersand finalists from 2019, with comments fromour judges and a few words of appreciationfrom our winners.Despite the unprecedented events of recentmonths, PSMA remains as important as ever,providing an opportunity to recognise thosewho are leading the way in challenging times.Please take a look at the categories andconsider nominating someone who had madea real difference to your business.Thought Leadership AwardPresented to the author, speaker, specialinterest group or industry body that has madethe most significant contribution to thoughtleadership within the service managementcommunity over the last year.WINNERPaul Wilkinson and Jan Schilt, fromGamingWorks for the “MarsLanderbusiness simulation”the ability to use multiple communicationand social media channels to reinforce theirmessage and conduct further research.”FROM THE WINNER“I think it goes without saying that we weredelighted and proud you have received theThought Leadership award for our work withthe MarsLander business simulation game.Gaining the award has created a broaderrecognition across the community not justfor the simulation, but more importantlyfor the need to add experiential, practicalexercises onto theoretical training and theneed to address ABC (Attitude, Behaviourand Culture) which has been sadly lackingand poorly addressed for many years.”Paul Wilkinson, GamingWorksService Transformation AwardPresented to the organisation that hascompleted the most successful servicetransformation project in the last year andwho has improved the customer experienceby effectively exploiting innovative toolsand technologies whilst rethinking the waythat IT service is delivered to customers orcolleagues to provide optimal business value.PROFESSIONALSERVICE MANAGEMENTAWARDSinternally as providing a very strongcontribution to the business. They also havesome powerful messaging to share aboutthe simplicity of their approach, makingsignificant cultural progress through small,simple tasks.”FROM THE WINNER“I’m delighted that our team have receivedthis great recognition for our work. Theproject has been a real game changerthat has allowed us to respond to therequirements of the business with speed,simplicity and agility.”Spenser Arnold, HM Land RegistryITSM Team of the YearPresented to the members of a team thathave supported their customers in providinginspirational service delivery and significantbusiness benefit. They will have successfullybuilt upon these relationships to become thebeacon of service management within theirorganisation.WINNERDepartment for Work and PensionsWINNERHM Land RegistryHIGHLY COMMENDEDHM Land RegistryHIGHLY COMMENDEDAllstate Northern IrelandFINALISTSIan MacDonald, from Edenfield IT Consulting,for “IT Crash Investigation”; andNicholas Collier, an Independent Consultant,for “A Methodology for IT Managed ServiceSupplier Integration.FINALISTSFROM THE JUDGESFROM THE JUDGES“The winner showed an imaginative approachto applying current industry guidance; astrong focus on interactive learning; and“They have dramatically changed thebusiness perception of the servicemanagement function, and are now seen6 SERVICE TALK EXPRESS ISSUE 05Department for Work and PensionsCentral Bank of IrelandBank of EnglandWiproFINALISTSColt Technology ServiceDepartment for Transport/ValtechFROM THE JUDGES“They achieved real improvements, notonly to IT services, but across the wholebusiness function, with demonstrable linksto overall business performance. Theirproactive approach has saved time, removedunnecessary administration and enabled thebusiness to focus on front line tasks. This is asmall team that has achieved big results.”

Professional Service Management Awards 2019 - and the winner is.FROM THE WINNER“This recognition has given the entireRetirement, Bereavement & Care PALSteam in DWP a huge boost in confidence/recognition and belief in our vision.Interestingly in the months since the award Ihave seen this confidence develop in variousways; our business colleagues who havingread about our journey want more againand continue to push for excellence. OurPartners/Suppliers whom we have shared inour success are actively wanting to delivermore and work more in collaboration. Wehave received heart felt recognition andpraise from other areas, and by sharingour journey internally with other teamshope they will follow in our steps for futureawards.”Brett Dodd, DWPYoung ITSM ProfessionalPresented to an individual under the age of30, who has demonstrated an outstandinglevel of achievement, ability and teamsupport in the early years of their ITSMcareer, and who also promises great potentialfor future success.WINNERJulie Bendall, DeloitteFINALISTSJon Morley, TDX GroupPaul Wilkinson, GamingWorksMark O’Loughlin, Cloud Credential CouncilSuzanne Slatter, Sopra SteriaAndy Turner from LeidosITIL Experience AwardPresented to a team that has made thebest use of ITIL and specifically its guidingprinciples, to significantly improve the qualityand effectiveness of service managementwithin their organisation.FROM THE JUDGESHIGHLY COMMENDEDSanjeev NC, FreshworksFINALISTWINNERQuilterWINNERAndrew Vermes Kepner-TregoeFahimul Islam, Digital Craftsmen“Andrew is a great all-rounder, an establishedsubject matter expert across a wholerange of disciplines, who has become oneof our most popular presenters, choosingchallenging topics and adding a personalspin based on many years of experience inthe industry. He is a really worthy winner ofthe Contributor Award.”FROM THE JUDGES“An amazing trajectory after 2 years inthe industry, working collaborativelyyet tenaciously to design and delivera consolidated solution to benefit thecustomer Most importantly Julie has builttrust and, in doing so, has changed thehearts and minds of people to deliver a newand improved working environment.”FROM THE WINNERHIGHLY COMMENDEDProrailFROM THE JUDGES“An impressive 18-month transformationjourney to improve service delivery acrosstheir organisation Their transformationhad to take place without disrupting theexisting day-to-day operations and has beendescribed as ‘rewiring the plane whilst inflight’”.FROM THE WINNER“ We are really proud of what our QuilterGroup Technology Solutions team achieved,it really energised everyone who wasinvolved and set us up for the next stage ofour transformation in 2020. We can’t waitto succeed with our next chapter of our ITService Management journey and nominateourselves for further recognition in thefuture!”Lis Hyett, Quilter“To win this award was simply incredibleand gave me a tremendous sense ofachievement. I feel very fortunate to havebeen supported by such a strong andpositive team without whom my successwould not have been possible!”Julie Bendall, DeloittePaul Rappaport LifetimeAchievement AwardPresented to an individual who has made asustained and outstanding contribution overa number of years to the field of IT servicemanagement.WINNERAlison Cartlidge, Sopra SteriaLAST BUT NOT LEAST Like any membership organisation, itSMFUK relies entirely on the hard work anddedication of its members to support currentand emerging projects. Our last two specialawards highlight the work of two of our mostinspiring individuals.Ashley Hanna Award forContributor of the YearPresented to the individual who, in thejudges’ view, has made the most outstandingcontribution to the itSMF UK organisation andITSM community as a volunteer in the lastyear.FROM THE JUDGES“Alison is such a deserving winner of ourLifetime Achievement Award. Her endlesscommitment and quiet determination haveled to a string of key service managementpublications that have supported a wholegeneration of ITIL students. Alison is oneof those people who can get things done,gently motivating others and coordinatingteam efforts. Her contribution to the servicemanagement industry has been trulyoutstanding.”ISSUE 05 SERVICE TALK EXPRESS 7

Managing a remote teamin challenging timesCandy Candappa suggests some ways to

to High Velocity IT from ITIL author Mark Smalley; a discussion on ITIL 4 and problem management from Barry Corless and his SIG research team; guidance on hybrid cloud migration from guess author John Young; and some thoughts on talking to the business from simulation expert and ServiceTalk regular Paul Wilkinson.

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