As the year draws to an end, it seems a suitable time to reflect back across the previous 12-months and look forward to what the following year will have in store for us. I have heard it said many times that now is the most exciting time to be in IT. There has definitely been a shift in emphasis as IT organisations are looking for more agile ways of working to cope with ever increasing business demand. Technology is now seen as a differentiator for doing business and this has led to the much-used buzz word/phrase – Digital Transformation.
Across 2017, Sysop have added to our service portfolio to recognise this shift of emphasis to enable us to better meet the needs of our customers. At the start of the year, we partnered with the DevOps Institute to enable us to offer the DevOps Foundation® and Certified Agile Service Manager (CASM)® courses.
We understood from our customers that ITIL® alone was no longer enough for IT organisations to keep pace with business requirements. We heard views of ITIL being out-dated, too bureaucratic, a dirty word in some organisations and that a movement towards DevOps was inevitable – the death of ITIL perhaps?
This of course is not true with even Gene Kim, the co-author of “The Phoenix Project – a novel about DevOps” and the “DevOps handbook” (both highly recommended reading by the way), founder of TripWire and huge DevOps advocate sharing the view that:
“It’s my firm belief that ITSM and the DevOps movement are not at odds. Quite to the contrary. They are a perfect cultural match.”
“I’ve always believed that DevOps and ITIL should be able to peacefully coexist.”
For 4 consecutive years, Business and IT Alignment has been the number one priority for CIOs but despite this, the role of the Business Relationship Manager (BRM) continues to be under-valued. As businesses look for technology-led solutions to drive them forward then the role of BRM will be key to delivering this – providing alignment or perhaps convergence. With IT and the Business no longer talked about as separate entities and “them and us” replaced with a strategic partnership with shared goals.
With this in mind, we partnered with the BRM Institute so that we could offer the BRM Professional® qualification. We expect BRMs, Service Delivery Managers, or indeed anyone who interfaces between IT and the Business for the provision of IT services to take great value from this course.
Today’s IT Organisation is more dependent on 3rd party providers than ever before with an increase in Cloud solutions and tactical outsourcing of services. Integrating these complex solutions/services is a challenge and the direction provided in ITIL for Supplier Management is not detailed enough to provide guidance on how to cope with this.
Service Integration and Management (SIAM) is something that has been around for a number of years but 2017 saw the release of the Body of Knowledge at both Foundation and Professional level – formal best practice for the integration and management of services across 3rd parties. Sysop added the SIAM Foundation course into our portfolio to provide formal qualification led training to our customers in this area.
We’ve always been huge advocates of the business simulation workshop type of training – an experience of learning by doing. We have been offering the ITSM simulation based on the Apollo 13™ mission for many years but we also now have available simulations to include:
- DevOps – The Phoenix Project
- Agile Service Management – MarsLander®
- Business & IT Alignment – Grab@Pizza™
- Project Management (Agile or PRINCE2®) – The Challenge of Egypt
- Cyber Security/Risk Management – Oceans99™
We have seen that theory based examination courses can only take the learning experience so far – despite our best efforts to bring them to life with practical exercises and real-life stories. A practical business simulation puts the participants in an experiential environment and enables them to get things wrong and see the benefits of the steps of corrective action.
This comprehensive portfolio enables us to go into 2018 with services that support the needs of our customers to help them improve their IT services.
2018 itself will present us with further opportunities. AXELOS have announced a formal review of ITIL with a view to introducing updates at some point next year. The focus of the review is to identify how to more formally acknowledge and align to some of the approaches described in this blog in an attempt to improve the perceived relevance of the framework. As an Accredited Training Organisation, we at Sysop await the outcome from this review to identify the impact on the ITIL Qualification Scheme and the services we provide – we will communicate this to our customers in due course.
We are also pleased to see the launch of VeriSM™ – “Service Management in the Digital Age”. A well-respected team of ITSM professionals have identified the need to pull together best practice guidance to demonstrate how the increasing number of frameworks, methodologies, approaches, etc can work together to deliver value for businesses. A qualification scheme will be announced shortly and Sysop will announce VeriSM courses in our portfolio in Q1 2018 – so watch this space.
2018 does indeed promise to be an exciting year!
ITIL® and PRINCE2® are registered trademarks of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
DevOps Foundation® and Certified Agile Service Manager (CASM)® are registered marks of the DevOps Institute.
SIAM® Certification is a registered trademark of EXIN Holding BV.
BRMP® is a Registered Trade Mark of Business Relationship Management Institute, Inc.
Business Simulations are offered in partnership with GamingWorks BV.