SEPTEMBER 2020 - Your Member Balanced Diversity Revisited - Karen
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SEPTEMBER 2020
COVID - 19 Pandemic: A Balanced Diversity BrightTalk Your Member
Crisis or An Opportunity - IT Benefits
Revisited - Karen Webinars
Perspective - Rajiv K Dua
Ferris
TABLE OF
CONTENTS
3 Chair's Report
4 COVID - 19 Pandemic: A Crisis
or An Opportunity - IT
Perspective - Rajiv K Dua
10 Balanced Diversity Revisited -
Karen Ferris
15 BrightTalk Webinars
18 Your Member Benefits
*Front Cover: itSMF SA Virtual Event - Aug 2020
FROM THE
Dear Members
CHAIR
As I look over the disruptions caused to pretty As you’re all aware, our National Conference
much every aspect of our lives I still manage to will not be running this year – not really a
turn up some positives. One of these, and one surprise given the circumstances. But we have
that holds the potential of enduring value, is decided to run an alternative event an ‘un-
that our national events program is now convention’. We plan to stage this in
completely ‘Virtual’ – we have not been December. Each state will have a part to play
holding events in the typical physical setting as we connect our national community around
for quite some time and it will be some time the country. Where possible we would love or
yet until we’re willing to do so again. members to be able to gather centrally to take
part in the day and wave good by to 2020 in
But the ‘virtual program’ has really taken off style. As always are seeking to deliver
and is by any measure an outstanding success. outstanding presentations that will have real
And there’s one readily identifiable ‘upside’ – relevance to your professional and personal
any member can join any event, irrespective of development. Stay tuned, more information
where that event is being held. regarding this exciting ‘un-convention’ will be
heading your way soon.
We’re a service management organisation, so
of course we took to this new regime like a These are difficult times. One point I think it is
duck to water. Our members and guests have important to mention though is that we’re a
been really appreciative of the efforts made to community – we look out for each other. My
make sure this vital aspect of our operations advice to those of you who might be finding it
continued and full credit to the state branches pretty hard going at the moment is to actively
and the national office for their work to make reach out; pick up the phone, message
this transition as painless as possible and as someone or better still arrange to meet in
productive as we’d all have hoped. person. Human contact is something we all
“Well done!” everyone. need and just at the moment we need it more
than ever. As member we are all here for each
A continual challenge for any membership other so please reach out and stay connected..
based organisation is to enhance the value of
that membership. To this end the Board has Bradley Busch
recruited 12 volunteers to review our service Chair, itSMF Australia.
offering and to work to enhance it – a challenge
in these difficult times. This is a genuinely
exciting project and I look forward to being
able to share the outcomes of this sub-
committee’s work over the coming months. 3
COVID-19 Pandemic:
A Crisis or An Opportunity – IT Perspective
by Rajiv K Dua
In recent the past, 2018, we had a crisis path, and also jumpstart the Digital
in the Financial sector, which had an Transformation journey of
unprecedented economic impact. It organizations who are yet in Pilot stage
triggered the digitization of the or have been faking Digital, as it stands
financial sector to improve governance exposed now.
(performance & conformance), other
sectors followed suit and Beyond doubt, the sudden lockdown
competitiveness of all sectors jolted every organization, as possibly
improved. no one had planned a BCP for such a
crisis, but some CIOs came out as
Over time, many organizations across Heroes by ensuring smooth transition
the industry sectors have graduated of operations and used this as an
from Digitization to Digital opportunity to prove that IT is truly the
Transformation. COVID 19 is going to backbone of the organization. Their
further accelerate the Digital stature in the organization has grown
Transformation journey of and their peers in business, security,
organizations which are already on this compliance & finance teams are now
more than eager to collaborate with IT to organizations with consumers switching
accelerate the Digital journey. The Digital to other options. As usual, CIOs are likely
maturity led by CEO and ably supported to be the scapegoat in such organisations
by CIO and other CXOs kept them going and CIO may be on the path to “Career Is
and even further widened the gap Over”.
between them and their traditional IT
enabled competitors. These In the ongoing Digital Era, even in the
organizations turned crisis into an absence of any external crisis, Business
opportunity. These CIOs are on their path Models will rise and fall at a tremendous
to become COOs/CEOs In the Offing. speed and rate of transformation is only
going to accelerate with time. As leaders,
Ferns & Petals is one such organization if you don’t transform and use this
which turned this crisis into an technology differently - if you don’t
opportunity, by innovating their business reinvent yourself, change your
model and started to offer Digital organization structure; if you don’t talk
Services. Initially they faced a sudden about speed of innovation - you’re going
drop of 80% in orders. The crisis to get disrupted. And it will be a brutal
triggered innovation of the Business disruption, where the majority of
Model by CTO and CXOs and led to an companies will not exist in a meaningful
increase of 18% revenue during the way 10 to 15 years from now.
lockdown itself. Enclosed is the interview
of Fern N Petals CTO published in We need Leaders in VUCA world and not
Economic Times. And there are many Managers. Leaders who have the vision &
more organizations in this league. courage to experiment and capability to
lead Cultural & Professional Movement in
While some other organizations the organization, share the Purpose with
struggled to sustain the continuity of the Knowledge Workers, Empower them
business operations, the decibel levels of with Mastery ( skill-sets, technology &
blame game between Business & IT tools) and provide them Autonomy, and
increased further. Customers, Suppliers, then the Knowledge Workers will keep
Business & IT all suffered during this amazing the organizations with
period and possibly long-term damage innovations.
has already been done to such
Yes!, we also need to dis-intermediate
our organizations and keep bare
minimum management layers to bring
agility and boost balance sheet by cutting
the unwanted high cost Managers.
We have proven technology & vendor
neutral IT Best practices &
methodologies, which need to be
leveraged in an integrated manner to
chart the Digital journey. These have
become more relevant than ever before
because of heightened risks in the VUCA
world :
- COBIT 2019 for Digital Governance to CAUTION – These are not be used as
ensure needs of all Internal & External mere IT Methodologies; they are means
stakeholders are met. to achieve business objectives and that’s
. BRMP to transition from Business-IT how they need to be learned in the
alignment to Business-IT convergence. workshops and learning should not end
. ITIL 4 to create a Digital Operating after clearing the certification exam. The
Model. workshop should build a strong
. PCSM for Cloud Service Management. foundation and also inspire the
. SIAM to leverage multiple specialized participant to carry forward the learning
partners in a plug-play mode to provide journey hereafter on their own & its
seamless service to the customers. implementation in a structured manner.
. DevOps to build a high velocity and Looking forward to know your
reliable IT Value Chain. perspective on this post. Kindly do share
. And there are many more proven IT Best stories of CIOs who have used this
Practices & standards to enable other pandemic triggered crisis as an
aspects of the Digital Operating Model. opportunity and inspiring the community
to leapfrog ahead.
ABOUT THE AUTHOR
Rajiv K Dua
Digital Transformation Consultant &
Trainer – ITIL, COBIT, DevOps, Agile,
BRM, SIAM, Cloud, Lean IT
Rajiv evangelizes IT Best Practices encompassing
the entire IT Value Chain and help organizations
enhance their Digital Maturity. He works as an
Independent Consultant & Accredited Trainer
based out of India and has been conducting Live
Virtual and Class-room based workshops across the globe on multiple IT Best Practices
namely ITIL, COBIT, Agile, DevOps, BRMP, SIAM and Cloud Service Management and shares
his experience of having worked as a Leader & a Practitioner in multiple Global IT Service
Providers, Multiple Global End User and Consulting & Training organizations.
He is a regular speaker at various industry forums including ISACA, IAOP, itSMF etc. and also
publishes articles on IT Best Practices.
Email id – rajivkdua@gmail.com - https://www.linkedin.com/in/rajivkdua
technology and global IT best practices experience.
SM Conference 2020: Announcement
After much discussion and thoughtful deliberation, we have made the decision to postpone the
2020 itSMF Conference to 2021.
There is still a high degree of uncertainty on what the remainder of 2020 will look like from a
travel and participation perspective based on the current and ongoing COVID-19 crisis.
We want to ensure that we are protecting the physical and financial wellbeing of all of our
members, invited speakers, sponsors and the wider community. We are hopeful that the
experience for all will be enhanced by allowing more time for recovery.
We will be in touch again soon to confirm the new dates for bringing you the 2021 itSMF
Conference.
We will also soon be sharing some exciting and innovative new virtual events being delivered
towards the end of this year.
We hope to see you in Brisbane in 2021.
For all enquiries, please contact:
SERVICE MANAGEMENT 2020 CONFERENCE SECRETARIAT theassociationspecialists.com.au
Tel: + 61 2 9431 8600 Website: www.smconference.com
26
2020
Introducing an agile mindset is one way to improve your IT Service Management. But there’s much more you can do. Subscribe
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Balanced Diversity Revisited
By Karen Ferris
For those readers who have not heard about the
framework before, let me introduce it.
In 2010, NBS commissioned a large-scale systematic
review of both academic and practitioner resources
related to embedding sustainability into
organizational culture.
Back in 2010, as a result of my interest in the findings could be related to
sustainability for IT, I came across a body embedding any type of change into an
of research that I soon realized had far- organization.
reaching implications for those of us
leading change. On discovering this research, I contacted
the Network for Business Sustainability
Although the focus of the research was (NBS), who had commissioned the
on embedding sustainability into research, to request permission to
organizational culture, my examination of reference the material in a white paper
the research results clearly showed that that I was keen to write as Iknew I had uncovered something that The framework
was going to transform the way we look
at introducing changes related to IT The extensive analysis of these sources
service management into our revealed a multitude of ways that
organizations. organizations can work to embed
sustainability into organizational
Having been kindly given permission, I culture.
soon had to return and ask whether that
permission would be transferable to a In the end, the research team identified
book. The white paper had evolved into 59 distinct practices and grouped them
what would become my first publication in a way that they anticipated would be
and I was an accidental author. meaningful to businesses.
Of all the books published by The IT These practices can be used to embed
Service Management Forum any type of change into any
International, during the time it had a organization.
publishing arm, it was the best seller and
widely acclaimed in service management The framework provides a wide-ranging
circles. and diverse set of practices that can be
used for successful transitions. The key
Ten years on, I am excited to announce is that they have been divided into
that a revised edition of Balanced informal and formal practices.
Diversity; A Portfolio Approach to
Organizational Change has just been They have then been grouped into those
released. that will help the organization deliver on
current commitments (referred to as
fulfillment) and those that will help the
organization move further along the
path to change (referred to as
innovation).
The result is that the framework
provides four groups (quadrants) of
practices from which leaders of change
need to select a balanced portfolio of
practices to make their transition a
success.
Practices need to be selected from each
quadrant and used together to achieve
sufficient penetration and traction to
achieve the desired outcomes.The research determined that the key to categories are shown in the following
successful change was to have a diagram.
balanced selection of practices from
each of the quadrants. The detail in the framework may make
it difficult to read in this format.
The 59 practices identified by the
A downloadable version of the
research are grouped into 20 categories
Balanced Diversity framework can be
across the four quadrants. The
accessed here: Click hereApplication uses a wide and diverse range of
practices that will achieve successful
As already mentioned, organizations organizational change.
should draw practices from all four
quadrants of the framework in the effort Those working to embed change into the
to embed changes. organization need a portfolio of practices
at their disposal. The portfolio of
Similar to the need to consume food practices creates a balanced diversity to
from each of the food groups for good ensure successful change.
health, it is a balanced approach, andThe approach can be used for strategic, research and demonstrates its practical
tactical and operational change. It can be application in relation to any industry.
used for small, medium and large changes
of varying complexity and priority. It can This edition is targeted to a much wider
be used to increase resilience in the face audience—everybody.
of constant change.
It also recognizes that the delivery of
Don’t panic change within organizations has also
evolved. Not only is change a constant, it
Fans of the original publication, and I is also disruptive, unpredictable,
know there are many, do not have to uncertain and ambiguous. The
panic. The Balanced Diversity framework complexity of change has dramatically
remains untouched. Those A3 posters of increased over the past ten years and will
the framework adorning so many office continue to do so.
walls, are just as relevant today as they
were back when. In the first edition of this book, I
embedded the Balanced Diversity
The difference is that first publication framework into a structured
presented the framework as detailed in organizational change management
the original research and demonstrated (OCM) methodology, which I now believe
its practical application to IT service is outdated. So, a major change in this
management. edition is the approach in application of
the Balanced Diversity framework while
The revised publication presents the managing change.
framework as detailed in the original
About the Author - Karen Ferris
Karen is a self-professed service management and organisational change
management rebel with a cause.
She is an author, keynote speaker, facilitator, educator, coach and mentor.
She has written four books on organizational change and building
resilience in the face of constant change.
In 2014 itSMF Australia bestowed her with the Lifetime Achievement
Award for her contribution to the industry.
Karen is excited to have made this framework accessible and applicable to organizations of every shape
and size and in every industry sector through the publication of this revised edition.
The book describes in detail how the framework was constructed; how it can be used to address the
challenges of change; how to select the right practices for each change; and applying it to both current and
future changes.
The objective of this edition is to present a framework that enables organizations to successfully transition
people through change. This objective has not changed since the first edition.
The focus, however, is more on using the practices to build resilience to change within the organization as
opposed to overcoming resistance to change.
The book can be ordered from most online book stores and at karen@karenferris.com/store.Your itSMF Membership allows you to access some of the most up to date information through BrightTALK webinars
www.ivanti.com.au
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