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Service Integration - ITSMROWP Episode 51

Service Integration - ITSMROWP Episode 51 

Hosts: James Finister, Chris Matchett, Barclay Rae, Patrick Bolger

Special guest – Stuart Rance

Show notes

  • Best Management Practice ‘Common Glossary’ – free download
  • Book releases:
  • How to do Change Configuration and Release Management
  • Quantum Age of IT, Charles Araujo
  • The Pheonix Project – Gene Kim's novel
  • Book Club Hangout –  look out for details on Google+
  • Sale of ITIL
  • How To Measure Anything – useful definition of a measurement
  • Stuart speaking at Service Transition Event
  • SITS13 – Gartner analyst sponsor
  • SFIA Conference 7th March
  • Cobit 5 foundation course – Chris left wanting more
  • Isaca Membership – value for access to collateral, events
  • USMBOK (now also online)
  • Isaca now using APMG -  same old gripes
  • Best way to teach entry level?
  • Recording at TCS London HQ Service Integration Event
  • Different stories - SI is unique for each organisation
  • It’s a long-term partnership
  • No standard definition
  • Role of coordinating different suppliers and service management layers
  • ‘Towers’ – suppliers by functions
  • Need solid theoretical framework underpinning
  • Even if no official role somebody still has to do it
  • Challenge is finding a universally recognised language
  • Could vendors say their tool is ‘now with service integration’?
  • Not a technical problem – it’s understanding what’s needs to happen when & who needs to see it
  • Challenge to coordinate suppliers when legacy contracts apply
  • Recruitment – different skill level & experience needed
  • Not just about investing to manage failure but how much additional value / return
  • IT spent too long teaching customers to ask for technical SLAs
  • Topic need to revisit – has only just been touched on
  • Jaguar-Land Rover story needs to be heard
  • For advice: Cobit, Lawyers, government framework for SIAM coming soon
  • Can contact James: or @jimboffin
  • Or Stuart: or @stuartrance
  • Kevin Holland









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by Chris Dancy