1. Service Is So Last Decade hot topics for IT management in the twenty-teens

4. cloud / virtualisation personal client big data anything by Google smart assets Semantic Web real-world integration

6. The IT Swami

7. service governance assurance

8. ApplicationsOperations Services COTSSSaaSCloud ServiceGovernanceAssurance

9. service design improvement lean outside-in social media Service

10. design Service

11. lean Service

12. outside-in Service

13. social media Service

14. available from itskeptic.org/shop improvement Service

15. improvement Service

16. Governance ISO38500 COBIT 5 guidance

17. is not Measurement, reporting, audit Management Optimisation Financial control Policy enforcement Rule Governance

19. ISO38500 Governance

20. plug and socket Governance

21. what does it look like? Val IT, Risk IT COBIT, ISOnnnnn, … MSP, P3O… Prince2 ???

22. Assurance risk security audit architecture compliance

23. Assurance Service Governance ApplicationsOperations Services COTSSSaaSCloud ServiceGovernanceAssurance ApplicationsOperations COTSSSaaSCloud Agile DevOps collaboration social Assurance loss of control

24. Controls

25. Assurance professionalism

26. People

27. people process technology People

28. Process manage, improve, automate Technology involve, contribute, inform, train, coach

29. familiar? Software license $350,000 Vendor services $120,000 Staff training $25,000 Vendor support $63,000p.a. People

30. fantasy? Software license $350,000 Vendor services $120,000 Staff training $25,000 Requirements $60,000 Process change $200,000 Test and accept $150,000 User training $120,000 Rollout $60,000 Vendor support $63,000p.a. Inhouse support $30,000p.a. User education $60,000p.a. Process improvement $20,000p.a. People

31. Process Technology reality People Software license $350,000 Vendor services $120,000 Staff training $25,000 Requirements $60,000 Process change $200,000 Test and accept $150,000 User training $120,000 Rollout $60,000 Vendor support $63,000p.a. Inhouse support $30,000p.a. User education $60,000p.a. Process improvement $20,000p.a.

32. People

35. assurance service governance

36. a urance service governance people

37. © Copyright 2010 Two Hills Ltd www.twohills.co.nz. All rights reserved. "The IT Skeptic™” and "The IT Swami™" are trademarks of Two Hills Ltd. ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the UK Office of Government Commerce. ITIL® is registered in the U.S. Patent and Trademark Office. COBIT® is a Registered Trade Mark of the Information Systems Audit and Control Association and the IT Governance Institute. ISO® is a Registered Trade Mark of the International Organisation for Standardisation. All images CanStock Photo www.itskeptic.org