Latency

1. Latency CM for automating business processes beyond source code by David Norfolk MBCS, CITP, CEng, ARPS Practice Leader, Dev. & Gov. at Bloor Research www.bloorresearch.com/blog/the-norfolk-punt.html Bloor is one of the leading European technology analyst groups

2. Agenda Introduction to people-centric CM for automating business processes Use cases Secretary Business continuity Regulation Testing Success metrics Feel free to interrupt with questions

3. Introduction: Key message People-oriented CM helps to deliver: people-centric automated business processes Not just software With: actionable insights into what is going on And, trust in the automated processes even comfort

4. Intro: What this means is... Managing everything critical for business service delivery Configuration Items (CIs) Whatever they are, e.g.: SLAs Telephones Key people “Everything is a CM problem” My thought for today

5. Secretary Use Case Old secretary stereotype Types, closes laptop, loses all his typing! Cue laughter! But he's a good secretary It's quicker to retype than get IT to fix it Why shouldn't it work as he expects? With integrated versioning, it could

6. Secretary Use Case “People-centric CM for secretaries” Like working with a PA, a notepad and a filing cabinet – but with a PC Overwriting things not a problem if you overtype today's message tomorrow, why should you lose it? Different “live” text versions for different stakeholders Relationships between text and the process using it

7. Signs of the coming times Think CM for business assets managing requirements for different stakeholders NYSE builds its systems on a CM software platform because: “everything we do is potentially audited or regulated” Pixar uses CM for stories and sound clips

8. So, what is a CMS then? A Configuration Management System is the automated system that tracks the attributes and history of “everything” necessary to delivering a business service plus, relationships between these things it implements a CM process It could manage, e.g. training courses, SLAs, telephones and office desks but, probably, not down at the pencils level

9. Use case: Business Continuity Be confident of resilient service delivery before the unthinkable happens Recreate business services elsewhere complete with everything you need to deliver the service CM tells you what you need and the version of it you want

10. Use case: Regulation Be confident that what the regulators asked for is still in production even through process changes Recreate the service as it was when the customer complained so you can investigate with minimal disruption Demonstrate that you're in control so the regulator bothers someone else

11. Use case: Testing Set up test environments reliably for different stakeholders Scale test environment down from production in a known, defined, way Test in defined environments past future

12. Success metrics The CMS is actually being used by people doing useful business Staff are enthusiastic about it the CMS makes their lives comfortable Your “good governance” is respected regulators believe that you're in control Stakeholders sleep well at night no surprises!

13. Best of all Say it again:No Surprises! An effective CMS helps your business run smoothly and effectively. how can you expect to function if you aren't managing the things essential for business service delivery?

14. Guidance The BCS CMSG http://www.bcs-cmsg.org.uk/ Configuration Management: Expert Guidance for IT Service Managers and Practitioners by Shirley Lacy and David Norfolk http://www.bcs.org/category/13336 Remember, the ITIL CMS isn't just for software

15. Questions Any questions? Or email me: david.norfolk@bloor-research.com The slides will be available on the Bloor site: www.bloor-research.com/events Thank you for attending!