Next-generation IT service skills - Duncan Watkins, Corporate Executive Board
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This document discusses the importance of people over process and technology in IT service management. It highlights that good people can drive innovation, improve processes, and differentiate an organization's IT practices. The document also outlines key skills needed for ITSM, including negotiation, communication, project management, and risk management. Finally, it stresses that organizations must adapt their people, processes, and technology or risk falling behind.
Next-generation IT service skills - Duncan Watkins, Corporate Executive Board
- 2. RUNNING ORDER ITSM – People, Process and Technology Disruption – Threat or Opportunity? Business Outcomes – How to fulfil them Skills – What is the culture for skills development? Skills – What are the new skills required for ITSM? Review – People trump Process and Technology
- 4. WHY PEOPLE? AND HOW CAN I IMPROVE THEM? Good People = Innovation within your technology and get the best out of it Good People = More effective processes and knowledge of when to break process Good People = Differentiated IT Practice that is the best it can be
- 6. ITIL TIMELINE ITIL v1 1989 ITIL v2 2001 ITIL v3 2007/11
- 8. BUSINESS OUTCOMES Focus on the people = Focus on the business
- 10. NEGOTIATION
- 13. RISK MANAGEMENT