Seamless and scalable IT major incident management

As digital transformations continue to be implemented and business value chains become even more dependent on IT services, the impact on businesses and communities arising from unplanned outages continues to rise. In conjunction with this, organisations are experiencing a rise in cybersecurity attacks (Seals, 2017) placing further pressure on the availability of services and endangering the customer experience and loyalty. 

IT organisations are seeking to understand how significant, wide-ranging business impacting incidents (especially cyber-security incidents) can be better managed and in particular what the role of the IT Major Incident Management (MIM), Security Operations and IT delivery teams should be during such incidents.

To further complicate this setting, enterprises may employ numerous incident management processes including Risk Management, MIM, Information Security Management, Crisis Management, and Business Continuity Management. Each of these processes employs varying rol…

IT process automation and its impacts on IT service management

Introduction IT organisations are under pressure to reduce idea-to-product cycle times while improving the service availability of the diverse range of systems and technologies under their charge. IT service management (from IT strategy to operations) cannot support this change if it continues to be underpinned by manually executed processes and activities. Contemporary IT service management (ITSM) incorporates concepts such as cloud, infrastructure as code and Continuous Delivery (CD), where ITSM must be able to manage the complexities of numerous elastic and dynamic IT environments that can change in size and location at short notice.  Manually executing the underpinning activities and tasks will lead to higher probability of errors and longer service provisioning times. Automation is a solution since it imposes consistency and reduces the manual work that is tedious and error prone.

As an example, an Australian financial institution was embarking on a digital transformation program…

Improving your IT service delivery and operations with ChatOps

Introduction IT organisations are under pressure to reduce idea-to-product cycle times while improving the service availability of the diverse range of systems and technologies under their charge. In response, IT leaders are seeking to leverage technologies and delivery models such as cloud, infrastructure as code, Continuous Delivery (CD), Big Data and IT Process Automation.  This intersection of contemporary concepts is deriving new IT delivery patterns which are impacting on traditional IT service management (ITSM).

From my recent experiences working with Australian enterprise-sized IT organisations, it is my view that ITSM & Operations teams are not keeping pace with their peers in application development to meet current business demands. ITSM and Operations cannot remain effective and efficient if the teams continue to work in disjointed practices that are underpinned by manually executed processes and activities. To remedy this situation, ITSM & Operations teams need to…

Using the Lean Canvas for an IT solution proof of concept

I was assisting a client with sourcing some new IT solutions. For one particular IT need, the client had shortlisted a potential solution with a trusted vendor but they needed to explore the potential solution further to understand its capabilities in more detail. They were unclear as to whether they should directly source with this vendor or go to the wider market (with a Request for Proposal (RFP)) to address this particular need. Further to this, it was unclear how long this project would run for so it was important to understand the time and effort that may be involved without consuming too many resources. 
The client was seeking to employ a specific approach for this potential solution, where a “fail fast” lean Proof of Concept (PoC) would be conducted to rapidly test whether the potential solution was fit for purpose without spending unnecessary time and effort required to conduct a RFP.
To start, we confirmed the following principles to guide the PoC: Do not develop detailed requ…

IT Organisational Design and Practices Survey 2016

In preparation for a presentation at the Service Management 2016 conference, I was seeking data on modern IT organisational designs and practices. I attempted to acquire this data is via an open survey that closed on Monday 1 August 2016.

I asked people: 

If you work in an IT organisation/department and have 5 spare minutes, I'd appreciate your views. If you are a consultant, please answer on behalf of your last client.

This survey is supporting non-for-profit, individual research into IT organisational design and practices. No personal data is requested or stored and you will not be spammed. All data will be made available to the public and a summary is provided to you upon completion.You may enter multiple responses and please answer honestly (remember: garbage in = garbage out).
Here is the survey form.
Here is the survey responses dataset.

Questions about this survey can be posted below or directed to me:  
Twitter:  @jonesyianau

What is Digital Transformation?

<skip obvious introduciton on how world and technology is changing>

<skip hype describing how disruption is somehow greater than change we've experienced in the past>

<skip paragraph attempting to apply pressure to the reader that they'll be left behind or made redundant if they don't read this article>

Digital Transformation is 'integrating digital technologies, such as social, mobile, analytics and cloud, in the service of transforming how your business works' (Strategy, not technology drives digital transformation, 2015) with the aim of providing greater value to your customers.

(yes - it's that simple)

Strategy, not technology drives digital transformation (2015). Retrieved June 3, 2016 from

Reflections on the Australian IT Service Management Forum (ITSMF) Conference, August 2015

In this post, I'd like to share my thoughts and reflections from the  Australian IT Service Management Forum (ITSMF) Conference held in Sydney Australia on August 20 & 21, 2015.

The conference was held over 2 days instead of 3 like previous years.  I felt a little rushed to see my bookmarked presentations, network with peers and catch-up with vendors. However justifying 3 days away from work is very hard so it was a good compromise. 

The four topic streams this year were:
Building SM Foundations, SM Innovation, People, Culture, Community, Capability,Aligning Business and IT in the Enterprise.
These streams presented a healthy blend of topics and I found it refreshing to see speakers were not the traditional ITIL practitioner/manager. This also appeared to attract some new delegates who were also not working in this specific field. 

Overall I thought the conference was well run with no great issues (although queueing for a barista style coffee took awhile - I have an addiction to fe…