Peter Brooks

Peter Brooks

Education

  • University of Natal, Pietermaritzburg, BSc. 1979
  • Major Subjects; Maths & Physics

Industry Qualifications

  • ITIL V2 Manager’s Certificate in IT Service Management
  • ITIL V3 ITIL Expert Certification
  • ISO20000 Consultant’s Certificate Management
  • Fellow in Service Management (FSM)® (prISM)

 

  • Certified ISEB instructor for ITIL Foundations + Service Manager courses
  • FISM - Fellow of the Institute of IT Service Management
  • Marketing and Business Development Director itSMF International
  • Marketing Director itSMF South Africa
  • Member of itSMF South Africa Western Cape

Consulting Delivery

  • Governance
  • Policy Consulting - start up organisation
  • Service Governance
  • Business Analysis
  • OpenView Network and System Management; design and implementation.
  • Secure web implementation.
  • HP Service Desk implementation.
  • Application, System, and Network Consolidation.
  • Business Disaster Recovery process consulting, implementation and testing.
  • ITIL process management (practical consulting delivery):
Service Portfolio    Service Strategy    Service Desk
Incident Problem Configuration
Change Release Capacity
Financial Availability Service level

Specialties and interests

Specialties
ASM Adaptive Service Model
Service Governance Business Analysis
CSF Capacity
Consulting Demand
FISM ITSM
Governance HP OpenView
ISO20000 ITIL
KPI Metric Design and Implementation
Metrics Open Source
Policy Requirements
SANS15000 Security
Service Desk Teaching
Training Service Management
Interests
Dialetheism :Service governance
Physics :Philosophy
Psychiatry :Maths
Ontology

Travel

I have never been further
As08-16-2593.jpg north Helsinki Helsinki 60°10′15″N 024°56′15″E
south Dunedin Dunedin 45°52′S 170°30′E
west Sausalito Sausalito Coordinates: 37°51′33″N 122°29′07″W ]
east Rotorua Rotorua 38°08′16″S 176°15′05″E
... and higher than Title=3.050 m3.050 m
... and Title=faster than 320 kphfaster than 320 kph (on the ground)

 

 

Publications 

 

 

Adopting Service Governance

Collaborative Consulting
ISBN: 978-0113314652 ISBN: 978-0113313914
Webinar: Adopting Service Governance: Governing portfolio value for sound corporate citizenship Review in International Best Practice
Issues in corporate governance and service governance as a solution  
AXELOS interview with Peter Brooks  
Service Governance in the Cloud  

 

Publications

 

Adopting Service Governance.png
Adopting Service Governance - Governing portfolio value for sound corporate citizenship - AXELOS 2015 ISBN: 978-0113314652
Collaborative Consulting.jpg
Collaborative Consulting – TSO 2013 ISBN: 978-0113313914
  Review - Ivor Macfarlane
Integrated Requirements.jpg
An Integrated Requirements Process - Governing Cost & Risk in Business Analysis - itSMFsa 2013 ISBN: 978-1490489162
  Review - David Lowe
  Review - Karen Ferris
Metrics for Service Management.jpg
Metrics for Service Management: Designing for ITIL – VHP 2012 ISBN-13: 978-9087536480
Metrics for IT Service Management.jpg

Metrics for IT Service Management – VHP 2006 ISBN-13: 978-9077212691

 

 

 

 

 

 

 

 

 

 

Definition of Service Governance


Service Governance describes the means of achieving effective corporate and portfolio governance, within the ‘comply or explain’ framework, by designing the service portfolio as the overarching management system that monitors & controls corporate financial performance & value delivery.

From '''Adopting Service Governance''' http://service-governance.org/index.php?title=Category:Best_Practice Service Governance - Best Practice

Website URL: http://za.linkedin.com/in/peterhmbrooks/

Back on-line

  • Published in News

We're back on-line

Sorry for the outage. There was a problem because the .org.za domain owner has changed, and I omitted to move our URL. I've moved it now, so you can see us again.

Remember, as a member of the itSMF South Africa, you are welcome to contribute a blog entry - just log on to the site and create a blog. 

 

Johann Botha's excellent talk on DevOps, Agile and Lean using ITIL® and COBIT

An Excellent Presentation - itSMFsa thanks Johann Botha and Engen


There was a large turnout for a cold evening in Cape Town. Since Engen had, very kindly, agreed to provide the premises, there were many Engen employees at the event - more than from anywhere else.

This helped direct the flow of events, so a lot more practical detail was covered than might otherwise be the case. Johann Botha's excellent and entertaining presentation was very well received and there were many questions, with an enthusiastic discussion afterwards. 

This really is an important and topical subject. Johann's message was clear and well presented, but it was not all comforting. There is a lot of work to be done to adopt the ideas he presented. Mostly the most difficult sort of work - organisation and people change work.

I, myself, enjoyed the event very much, and was able to capture some of the thoughts in twitter. These give a flavour of the talk:

Johan Botha - when you see a triangle you know it won't work. Always a compromise #DevOps @itSMFSA

Johann Botha rolling a barrel up a hill, you need a wedge, or you get flattened. Baselines are wedges @itSMFSA #Agile #DevOps

Automate - but there are some decisions you don't want a machine to make - Johann Botha @itSMFSA #DevOps

Banks & Internet companies are all very active with #DevOps @itSMFSA Johann Botha

In #ITIL Development is called Release & Deployment - #ITIL likes the use of models. @itSMFSA Johann Botha #DevOos

Experience is built into models. That is why try work so well @itSMFSA #surgery #DevOps #ITIL Johann Botha

High risk changes are like that the first time, when well understood and well defined, they become low risk. #ITIL @itSMFSA #DevOps

Where can you learn about #DevOps? In the #ITIL books… Johann Botha @itSMFSA

Johann Botha: DevOps = #ITIL Change -> Release -> Configuration + Consistence + Flow #DevOps @itSMFSA

 

 Johann Botha #DevOps is KaiZen - Continuous Improvement #ITIL @itSMFsa 改善

Johann Botha - @DevOps is not for Cowboys #ITIL @itSMFSA - what get measured gets done - Drucker

Performance must be measured differently @itSMFSA #ITIL #DecOps Johann Botha

Johann Botha's new venture #kaizen #ITIL @itSMFSA #DevOps 

 

 


 

For those interested in more, Johann's presentation is here: 

 

Johann Botha's Presentation as a .pdf

 

Engen kindly sponsored the event by providing their premises

 

 

 

 

The Professional Service Management Framework (PSMF) - First Adopter

  • Published in News

CGI endorsed by ITSMF UK as the first adopter of Professional Service Management Framework

London, United Kingdom, 07 June 2016 - 
CGI (TSX: GIB.A) (NYSE: GIB) is the first organisation in the UK to receive endorsement from the ITSMF UK for its ongoing commitment to professionalism in service management.  The Professional Service Management Framework (PSMF) is designed to recognise excellence in performance and for organisations to demonstrate their commitment and maturity in approaching ITSM professionalism.

In preparation for the endorsement, ITSMF UK worked closely with CGI to review and assess the current skills and competencies of its members and the programmes in place to support career development.  This involves a review against set of maturity criteria, including, management systems, policy and process; top management commitment; leadership accountability and responsibility; controls; evidence of (process) use; and PSMF compatibility. ITSMF UK found CGI met the standards for definition, control, consistency and rigour applied by CGI in performance management.

‘The overall finding is that CGI has a mature and robust system of performance management, established as an integral part of a well-defined organisational management framework’, said the ITSMF UK assessors in their report.

ITSMF UK CEO Barclay Rae commented, “Many congratulations to the management and team at CGI for their commitment and support to service management professionalism. We are delighted that CGI has seen the value in this initiative and look forward to a continued and successful working relationship with CGI to further develop and maintain this process”.

David Fitzpatrick, Senior Vice President of Global Infrastructure Services, CGI in the UK said; “I’m delighted CGI has been recognised as the first organisation to meet the ITSMF Professional Service Management Framework standard. We are committed to developing fulfilling careers for our members and this endorsement is a great way to demonstrate this.”

CGI’s award winning team has also been recognised for both 5-Star Service Desk Certification from the Service Desk Institute (SDI) and Transformation Project of the Year at the DataCenterDynamics EMEA Awards

ITSMF UK is the membership association for IT Service Management professionals. For details of the PSMF please see www.itsmf.co.uk/psmf

Centaurs: Organisational Change Management & horse riding.

Centaurs: Organisational Change Management & horse riding.





Part of the problem with organisational change is perception. People see it as something you do, like driving a car, or riding a bicycle. It isn't, though, like that, it's more like riding a horse.

If the horse wants to make a dash for home, or throw you into the ditch, that's what it'll do.

You have to help the horse see things your way, and agree to go where you want it to go, and you have to be aware that horses get tired, and need feeding, because, if you don't feed them, rest them, and give them time to play, they become sullen, resentful, uncooperative and, eventually, die.

It's also best not to walk behind a horse - with organisations it isn't alway obvious where the behind is. [though you might guess]

If you wish to be good at organisational change, you need the equivalent of riding lessons - and, if you've learned to ride a horse, you'll know that riding lessons involve lots, and lots of practice.

You also learn that you can't ride a horse on autopilot. You have to be one the horse and aware of it's every twitch and mood. You have to be fully engaged with the horse - with top riders, the horse and the rider seem to be one creature, with one mind.

Some believe that that is where the myth of the centaur came from - seeing horses ridden so that they looked like one creature, part horse, and part man.

That's the aim. To be like that, when you work to change an organisation.

 

 

 

 

Wikipedia project

Appeal for help

 
It's not a good time to start, I know, but the new year is, and it's not far away. I also shouldn't be thinking of new projects when my plate is already too full.
 
Still, I think this needs to be done. If anybody is interesting in helping me, so it's a team effort, I think it would be done as a much better job, and it'd be less work for everybody.
 

What's the problem?

 
Wikipedia. Well, there's nothing wrong with wikipedia itself, but the articles on wikipedia that cover the sort of things we discuss here are a mess. I think this is a pity.
 
I'd like to put together a team, to start work tidying up all the relevant articles on wikipedia.
 
The aim is not to abuse any copyrighted information, nor to replace, or compete with, any published guidance.
 
It would be good, though, to be able to include information from other initiatives, such as IT4IT and the ASM to the mix - as well as having good articles on recent areas of interest, such as SIAM.
 

How would we do it?

Once we have a team, we'd, together, agree priorities. We'd then produce a short-term, medium-term, and long-term plan of what needs to be done.

The short-term aim would be to remove out-of-date material, improve current citations, and provide some coherent linkage through categories.

The medium term aim would be to have a good set of articles that would help introduce somebody to the field, but, also, be a reliable source of information for a practitioner to look up details.

Caution

This is not an advertising initiative. Wikipedia is not there as an advertising medium. It's there to inform. So articles need to be objective, and independent, as far as possible.

Are you interested in helping?

If so, wonderful! Even if you haven't much time, just a few minutes a day, of well-directed work, can make a bit difference.

 

Please contact me at: This email address is being protected from spambots. You need JavaScript enabled to view it.

Evaluations


Sorry about the problem with the speaker evaluation before.

 

- it is now fixed -

 

Thank you very much for filling these in!

 

Any problems, please let me know, e-mail me: This email address is being protected from spambots. You need JavaScript enabled to view it.



{/source}Speaker Evaluation
Event Evaluation

SMEXA '15 Speakers & Presentations

  • Published in News

Being the largest IT Service Management Exhibition in Africa, SMEXA15 assumes a different format this year, being a compact, one-day event. SMEXA15 promises an exciting line-up of Service Governance presentations.
 
The Conference and Expo is brought to you with the support of EY and the following sponsors:
 
Platinum Sponsor: HP
Gold Sponsors: APMG
Silver Sponsors: Marval Africa and Thinking Dimensions

SMEXA '15 Speakers & Presentations

8:30-8:45

Welcoming address (Pieter Roos - itSMFsa chair)

8:45-9:30

1.   The impact of digital on service governance (Manti Grobler – EY)

 

Business is becoming increasingly digital, responding to the capibilities of smart machines, the Internet of Things, big data, cloud computing and social media.  

At the same time, organisations are embracing the digital workplace with flexibility around how employees work.  IT organisations are required to rethink the way they have operated for some time in order to exploit the opportunities and respond to the challenges of the new world we are facing.

9:35-10:20

2.   The new style of IT and how it shapes business (Kevin Leslie – HP) | The #BigData Service Desk.   Speakers – (Kevin Leslie HP and Charl Joubert University of Pretoria)

 

Kevin Leslie brings a unique perspective to the ITSM business .  It  should be seen as a  business  not an academic exercise.  Up to 2008 Kevin had leadership roles in HR, ERP, CRM, Marketing Automation,  PPM and eBusiness platform vendors such as Oracle , SAP, Aprimo and Mercury.  Since 2008 Kevin has had various  EMEA leadership roles at HP Software that has always included ITSM.  He has worked with the largest customers such as Russian Railways (1 million employees) to SMB customers with 5 user help desks.   He has consistently brought a business focus to ITSM, allied to a customer dedication, and a passion for innovation.

 

The #BigData Service Desk is delivering business metrics unheard of with legacy service desk tools .   

Charl Joubert has been at the forefront of applying innovation at the University of Pretoria.  

This session will share: 

·        The OOTB use cases that have transformed both on-premise and Cloud based service desks.

·        The  business impact

·        The best practice  adoption

10:25-11:10

3.   Professional services – are we professional enough? (Nigel Mercer – APMG)

 

In a world where professional service providers are increasingly required to assist their clients in navigating the changing technology landscape, skills need to keep up if we are going to meet such demands.  

Relying on qualifications that were relevant a few years ago to keep us going, is not longer good enough.

11:15-11:45

Morning tea

11:50-12:35

4.   Introduction to service governance (Peter Brooks – itSMFsa board member)

 

Peter recently published his latest book, titled 'Adopting Service Governance'.  

Peter will demystify the term and introduce practical suggestions on how service governance practices could best be established

12:40-13:00

5.   Roles, responsibilities and competencies for major incident management (Adriaan du Plessis – Thinking Dimensions)

 

Successful major incident management can often be described as chaos countered by wisdom.  

Organisations that fail to prepare for major incidents could end up having to deal with uncontrolled chaos.  

You will realise the value of preparation when next your roles, responsibilities and competencies are tested and stand up to the challenge.

13:00-14:00

Lunch

14:00-14:20

6.  The cost of poor service governance (Marina le Roux - Pink Elephant)

 

Failing to invest in service governance could result in some unforeseen negative business impact.  

This session focuses on the challenges, tools and techniques to proactively establish and maintain effective service governance practices.

14:25-14:45

7.   Integration is key in Service Governance (Ed Carbutt - Marval)

 

Will the efforts to succeed in Service Governance result in the same challenges as those experienced over the years with many ITIL adoptions and COBIT implementations?  

This session focuses on the importance of integrating people, processes and technology, and how these contribute to increased business value and effective governance.

14:45-15:15

8.   Too much or too little (Johann Botha – Get-IT-Right)

 

As valuable as service governance might be, undue bureaucracy stifles service delivery and raises costs.  

Finding the balance between regulatory compliance and sound governance on the one hand, and the cost of governance, is becoming a fine art.

15:15-15:45

After noon tea

15:45-16:45

Panel discussion - chaired by Peter Brooks

16:50-17:00

Closing address - Peter Brooks

17:00-18:30

Drinks and post-conference networking

DATE: 23 September 2015

VENUE: EY, 102 Rivonia Road, situated conveniently across the Gauteng station
RSVPClick here to register

 

Directions to SMEXA'15

 

SMEXA '15 Speakers & Presentations

Being the largest IT Service Management Exhibition in Africa, SMEXA15 assumes a different format this year, being a compact, one-day event. SMEXA15 promises an exciting line-up of Service Governance presentations.
 
The Conference and Expo is brought to you with the support of EY and the following sponsors:
 
Platinum Sponsor: HP
Gold Sponsors: APMG
Silver Sponsors: Marval Africa and Thinking Dimensions

SMEXA '15 Speakers & Presentations

8:30-8:45

Welcoming address (Pieter Roos - itSMFsa chair)

8:45-9:30

1.   The impact of digital on service governance (Manti Grobler – EY)

 

Business is becoming increasingly digital, responding to the capibilities of smart machines, the Internet of Things, big data, cloud computing and social media.  

At the same time, organisations are embracing the digital workplace with flexibility around how employees work.  IT organisations are required to rethink the way they have operated for some time in order to exploit the opportunities and respond to the challenges of the new world we are facing.

9:35-10:20

2.   The new style of IT and how it shapes business (Kevin Leslie – HP) | The #BigData Service Desk.   Speakers – (Kevin Leslie HP and Charl Joubert University of Pretoria)

 

Kevin Leslie brings a unique perspective to the ITSM business .  It  should be seen as a  business  not an academic exercise.  Up to 2008 Kevin had leadership roles in HR, ERP, CRM, Marketing Automation,  PPM and eBusiness platform vendors such as Oracle , SAP, Aprimo and Mercury.  Since 2008 Kevin has had various  EMEA leadership roles at HP Software that has always included ITSM.  He has worked with the largest customers such as Russian Railways (1 million employees) to SMB customers with 5 user help desks.   He has consistently brought a business focus to ITSM, allied to a customer dedication, and a passion for innovation.

The #BigData Service Desk is delivering business metrics unheard of with legacy service desk tools .   

Charl Joubert has been at the forefront of applying innovation at the University of Pretoria.  

This session will share: 

·        The OOTB use cases that have transformed both on-premise and Cloud based service desks.

·        The  business impact

·        The best practice  adoption

10:25-11:10

3.   Professional services – are we professional enough? (Nigel Mercer – APMG)

 

In a world where professional service providers are increasingly required to assist their clients in navigating the changing technology landscape, skills need to keep up if we are going to meet such demands.  

Relying on qualifications that were relevant a few years ago to keep us going, is not longer good enough.

11:15-11:45

Morning tea

11:50-12:35

4.   Introduction to service governance (Peter Brooks – itSMFsa board member)

 

Peter recently published his latest book, titled 'Adopting Service Governance'.  

Peter will demystify the term and introduce practical suggestions on how service governance practices could best be established

12:40-13:00

5.   Roles, responsibilities and competencies for major incident management (Adriaan du Plessis – Thinking Dimensions)

 

Successful major incident management can often be described as chaos countered by wisdom.  

Organisations that fail to prepare for major incidents could end up having to deal with uncontrolled chaos.  

You will realise the value of preparation when next your roles, responsibilities and competencies are tested and stand up to the challenge.

13:00-14:00

Lunch

14:00-14:20

6.  The cost of poor service governance (Marina le Roux - Pink Elephant)

 

Failing to invest in service governance could result in some unforeseen negative business impact.  

This session focuses on the challenges, tools and techniques to proactively establish and maintain effective service governance practices.

14:25-14:45

7.   Integration is key in Service Governance (Ed Carbutt - Marval)

 

Will the efforts to succeed in Service Governance result in the same challenges as those experienced over the years with many ITIL adoptions and COBIT implementations?  

This session focuses on the importance of integrating people, processes and technology, and how these contribute to increased business value and effective governance.

14:45-15:15

8.   Too much or too little (Johann Botha – Get-IT-Right)

 

As valuable as service governance might be, undue bureaucracy stifles service delivery and raises costs.  

Finding the balance between regulatory compliance and sound governance on the one hand, and the cost of governance, is becoming a fine art.

15:15-15:45

After noon tea

15:45-16:45

Panel discussion - chaired by Peter Brooks

16:50-17:00

Closing address - Peter Brooks

17:00-18:30

Drinks and post-conference networking

 

DATE: 23 September 2015

VENUE: EY, 102 Rivonia Road, situated conveniently across the Gauteng station
RSVPClick here to register

 

Directions to SMEXA'15

 

News of SMEXA '15

http://it-online.co.za/2015/08/19/governance-under-the-spotlight-at-smexa-2015/

 

Governance under the spotlight at Smexa 2015

The rapidly-changing IT world – with cloud computing, shadow IT, increased mobility and rapid consumerisation – is a major cause of headaches for CIOs and IT service managers as they struggle to prove their relevance.
But the very nature of the changing landscape is making IT service management and – critically – IT governance more important than ever.

Pieter Roos, chairman of the IT Service Management Forum in South Africa (itSMFsa) points out that, while the IT department may be disintermediated from what services are delivered to the business, it still has a responsibility to ensure that they comply with a host of requirements including security, availability and reliability.

These are among the challenges that will be addressed at the upcoming SMEXA 2015 conferences, where the itSMFsa aims to put the importance of IT service governance squarely front and centre of the IT transformation conversation.

“The main focus is always going to be IT service management, but the emphasis has shifted from management to governance,” Roos says. “Most organisations are experiencing the same thing: they have to shift from the responsibility of delivering many IT services; to accountability for the governance of services delivered via a variety of channels.

“Quite often, control over operations is being taken out of IT’s hands – but they are still accountable for how well IT serves the business.”

In line with the new focus on governance and relevance, the SMEXA conference in 2015 will no longer take the form of a single two-day event as it did in the past. Instead, a one-day conference will take place at 102 Rivonia Road on 23 September, followed by an event in Cape Town on 7 October. Two half-day events are scheduled at Dimension Data’s Johannesburg campus in November and Centurion in February next year to ensure that the SMEXA messaging is made available to the widest possible audience in the most convenient format.

The itSMFsa is also forging a closer relationship with ISACA as COBIT principles become more relevant to the IT service management discussion.

Roos hastens to add that the operational side of IT service management and ITIL are still hugely important, but that the new emphasis now includes governance, and the messaging from SMEXA 2015 will reflect this change.

Attendance at SMEXA 2015 is free. Delegates can register here: https://www.eventbrite.com/e/smexa15-itsmfsa-conference-2015-tickets-18035419425?aff=ehomecard

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