This will be one of my longer blogs since I have a lot to share. Here are the highlights of day one:
Breakfast Briefing – An ITSM Success Story (Saurabah Dubey, KPMG)
- Lessons Shared
- Remember, ABCD . . . Ask, Breathe, Check, Decide. You don’t have to make hasty decisions.
- Fix the mix . . . right people for right job.
- Take the call . . . sometimes you just have to make the decision. Be assertive.
- Adapt your planning . . . plan constantly, not just once.
- Talk, talk, talk . . . keep talking to your customer and yours customer’s customers.
- Be patient
- Celebrate your successes.
- Learn from all experiences . . . the good, the bad and the ugly.
Opening Remarks – the theme at the conference this year is an Indiana Jones theme with ‘snakes and ladders’. The CEO and Co-Founder of Pink Elephant, the IT Service Management experts, shared opening remarks by providing an analogy . . . snakes represent the risks and ladders represent the rewards. Risks can bit you unless you assess and manage them. In addition, David Ratcliffe, President of Pink Elephant, talked a bit about next year’s event . . . their 20th anniversary of the IT Service Management conference. With such a momentous event coming, they’re offering a two-for-one offer to get the largest attendance ever. He also talked about the upcoming Cyber Risk & Resilience Summit coming in June. David said there are two types of companies “those who know they’ve been attacked and those who don’t.”
Larry King Live – Larry King was our keynote speaker this morning. He shared a lot of stories with us. One that I didn’t know . . . he once worked for the mafia. Following his individual keynote, he sat down together with George Spaulding for a ‘Larry King style’ interview of Mick Ebeling, Nick Wilding and George Westerman.
Leading Digital: Turning Technology into Business Transformation – This session was led by Dr. George Westerman, Research Scientist at MIT. Being a ‘digital master’ like Nike, Starbucks, Asian Paint and Codelco, is about leadership, not technology. He used an excellent analogy of a caterpillar that turns into a beautiful butterfly and his point was ‘if you’re thinking caterpillars, someone else is thinking butterflies’.
Catalyst for Change – A session by Dennis Quinn of Texas Health Resources where he shared their journey of updating their ITIL processes and how it helped their organization save lives. Lots of good info from Dennis but the most compelling piece for me was the decision to move to a centralized problem management process where they had dedicated problem coordinators whose role was to define priority and to drive problem resolution.
Pink Think Tank – This was a session let by Rob England, the IT Skeptic. Rob shared with us what the think tank team had discussed at their last meeting. If he had to share a problem statement, this is it: “Governance of enterprise IT is missing in action in most organizations. We need to be thinking about how IT can address the issue. As actions for us, he suggested we read ISACA Board Briefing on IT Governance, 2nd Edition and he also suggested that we listed to practitioner radio episode 49: Effective IT Governance with COBIT5 – its a podcast.
Bolstering Service Delivery Success with Agile Risk Management – William J. Robinson, a principal solutions architect of Sandia National Labs, conducted this informative session. One key takeaway, addressing scope as a risk, with scope creep (1) recognize change as a project or product condition, (2) adopt methods that provide or enhance envisioning and (3) employ envisioning in an agile way.
The Fallacy of the Impossible – Mick Ebeling, founder of Not Impossible Labs, gave our afternoon keynote and really left the audience thinking ‘WOW!!!’ He talked about opportunities to help others and how he approached each. If you haven’t heard of Mick, take a look here. Some take-aways:
- “Commit. Then figure it out.”
- “Fail. Fail. Fail. Succeed.”
- “Help one. Help many.”
- Rules of ‘How’: (1) singularity of focus, (2) give it away, (3) beautiful, limitless naiveté.
- Look thru the eyes of potential.
- Lesson’s learned: When they trained people to create the prosthetic’s for Project Daniel, they trained ALL MEN. When war broke out again, the men left and the women weren’t trained. Their goal now is to train 51% women going forward.
He asked each of us to take action by thinking about (1) what is your story? (2) who is that one person you can help? (3) Doing good is good branding, really the best.
So that’s it for day one . . . now off to get some sleep before tomorrow’s 7 am breakfast briefing.