Situational Awareness enabling early incident detection

Tuesday 8 April 2014

6.00pm - 9.00pm

BCS, 1st Floor, The Davidson Building, 5 Southampton Street, London, WC2E 7HA | Maps

Free to attend for BCS Members. £15.00 (+VAT) for Non-Members


Situational Awareness (SA) is a concept that has been with us throughout humanity. It is part of our human fibre. Mica Endsley, author of Toward a Theory of Situation Awareness in Dynamic Systems states prehistoric humans had an innate understanding of SA in order to survive so the basics are hardwired into us all.

In today’s society, SA is a key concept in high stress operating environments such as the military and aviation including hobbies such as chess and deep sea diving.

This is also true in how we manage critical business applications, IT systems and infrastructure. That being said most IT organisations use SA in a reactive way; an example being collaborative management of high severity incidents through a WAR room vs standard Silo’ed linear Incident and Problem Management processes. In this session we will explore how SA, embracing concepts such as Big Data Analytics & Social Media Collaboration, and Informational Context Enrichment, can help to provide a fresh approach to Service Management.

As we all know Service Operation principles such as Event Management, Incident Management and its key functions (e.g. Service Desk, IT Ops Management, Application Management) has been aiming to get rid of information silos, increasing collaboration and information/knowledge sharing to achieve operational excellence. This session looks at how the application of SA can short circuit the journey to a proactive & collaborative Service Assurance organisation. Also covering what is required to implement SA from a cost vs. benefits perspective, end state process & organisational structure together with examples and case studies.

IT organisations are swamped with information from a myriad of systems, the majority of which is irrelevant. Complex rules are used to turn down the noise but that does mean that can mean that things get missed. Additionally, there is a substantial overhead required to maintain these rules and they don’t dynamically adapt to new situations. And finally, the rigid structure of traditional Service Assurance solutions and processes does not adequately reflect the ways in which modern support teams work together. Within the new concept discussed, and assisted by dynamic and virtual infrastructure, neither the support team nor the things they support, work in a completely deterministic manner.

The session will be delivered by Andy Fleck (Innovise ESM), Tuuli Sutinen (BCS SMSG Social Media Officer, and Innovise ESM), and Stephen Hart (FBCS, Moogsoft).

The session structure:

  1. Concept of Situational Awareness, Andy Fleck
  2. How it fits to ITIL, Tuuli Sutinen
  3. Case Study, Stephen Hart

Andy Fleck from Innovise ESM will start the session by introducing the concept, from a Professional Services Partner’s viewpoint, and Stephen Hart will walk through a recent case study where we can see SA in action.

In addition to Andy and Stephen, SMSG Committees’ Tuuli Sutinen will be contributing to the evening sharing her thoughts on how the concept of Situational Awareness fits with the ITIL framework.

The three parts of the formal presentation will be kept short to leave time for discussion - we are looking forward to a lively debate!

Speaker Biographies:

Andy Fleck

25 years’ experience in enterprise software delivering customer value from new technologies. Andy’s background is a technical one starting as a developer in the retail sector, transitioning to sales engineering at Informix and moving into sales & marketing as one of the first employees of Mercury Interactive back in the late 90s. At Mercury he spearheaded early adoption of the then new disruptive BSM solutions (Topaz, Business Availability Centre). Mercury was acquired by HP in 2006 and with it Andy had a successful career implementing HP solutions. Andy is now heading up new technologies at Innovise Enterprise Service Management (ESM) looking at how adoption of new technologies can transform Service Management & Assurance.

Dr Tuuli Sutinen

Tuuli is a presales advisor at Innovise ESM. Her vision in Enterprise Service Management is to 'make things work better' through people, process, (then) technology, in a way that positively impacts the bottom line. Tuuli has an interest in Business Transition, Knowledge Sharing and Orchestration. Working at Innovise ESM, she has challenged and advised customers in various industries (including the charity sector, oil & gas, and finance) across the Service Lifecycle.

Tuuli received a PhD in Physics at the University of Cambridge, and she is a Member of Institute of Physics (previously active in the Printing and Graphics Science Group) and an Associate Member of BCS, where she is the SMSG Social Media Officer.

Stephen Hart FBCS

Stephen Hart, FBCS is CTO - International for Moogsoft. Previously Chief Technical Officer at Innovise ESM Ltd. Hart has been working within IT for over 25 years holding many technical and managerial roles. Starting his career as a development manager for a small software house specialising in educational software for the BBC micro. After a number of UK focused support management roles, including Payroll Systems Manager for Star Computers plc. and Systems & Support manager for the Peter Williams Group, he also wrote and support his own Sales order processing system with a small investor backed team. He then went on to a number of global IT management positions, including global product manager customer service and AR systems and European Service Management Systems Manager, for DHL International. After a stint as an ITIL consult and service delivery manager for the new Centrica Electricity Billing systems, he joined ICL Fujitsu. Shortly after he co-founded Infrasolve Ltd and working as a ‘hands on’ technical director helped drive its success.