Not surprisingly, some of our best ideas for blog articles come from students in our training classes and from consulting clients. A few short weeks ago when I was teaching an ITIL Foundations class in Fairfax, Virginia, a student shared his professional background with me and asked for a little career advice. Let’s call him George.
Your organization has “tried ITIL” and wasn’t successful. IT staff has been there and done that and found it didn’t work. That doesn’t mean IT Service Management concepts aren’t valid and helpful. It just wasn’t approached, for whatever reason, in the right way and there was a visible, painful failure. Understandably, people don’t want to try it again. However, there is still hope. If you haven’t given up on how ITSM can help your organization get better, here are a couple of handy tips to help you be more successful in your efforts.
If you’ve gotten any sort of ITIL training, you will have quickly realized that there are more than 25 ITIL processes, and the thought of trying to implement them all well (or at all) can instantly discourage any organization from even getting started. Fortunately, it doesn’t need to be that way. Here are our best tips for making progress and finding success with an IT Service Management implementation program.
The demos always look so great. Such a gorgeous, shiny new tool! Vendors are fantastic at this. What they're less good at is giving you the hard truths around what has to be done before you should even think about implementing that gorgeous, shiny new tool. The reality is this: Your tool will never look like their demo database if you don’t get your Service Catalog squared away and have a clear understanding of what a Service is in the first place (this article will help you with that).
For an organizational transformation effort to be successful, there are three components that need to be addressed, namely: people, process, and technology. When we run into trouble or the program does not deliver what we expect, it’s often due to an unbalanced focus in only one or two of the three areas. To find long-term success, we must focus on all three areas. Otherwise, we become out of balance, and our efforts will immediately stall. Here, we will discuss what happens when we lose our focus along with some ways to course correct. (For ideas on how to implement a focus on people, process, and technology, see How to go from zero to ITIL in six months (without breaking a sweat).)
This mountain we have traversed together is such that “climbing it is hardest at the start; but as we climb higher, the slope grows less unkind.” This is especially true if you read the very long history of cost accounting in our last installment. Wise folk profess “foolish is he who hopes our intellect can reach the end of that unending road.” Yet finally we have arrived at our final two partitions of the Anatomy of Enlightened IT Service Costing.This mountain we have traversed together is such that “climbing it is hardest at the start;
Midway upon the journey of our lives as penitent bean counters, we endeavor to move forward by glancing behind to master the most propitious elements of cost accounting. So, our anatomy lesson takes us back to charm school to re-learn our ABCs . . .
We are not the center of the universe.
I know – it hurts. But painful as it may be to some of us in IT, we must acknowledge it. True, today’s businesses are increasingly dependent upon us, but despite that, it’s important for us to keep in mind that we exist to support the organization. IT did not become so integral to the success of organizations because a CEO somewhere jolted out of bed one morning and said, “Wow, that IT stuff looks simple and fun. Let’s start doing it for no reason whatsoever!” Nope. The opposite is true: Over time, the business discovered it needed to accomplish certain tasks that relied on IT to function properly, so it was integrated. This reliance on IT will only continue to grow as time marches on – best to make it as painless as possible, no?
Does your Scrum team or someone you love suffer from not knowing who benefits from your work? Do you finish items quicker than you anticipated? Do you have times when you can’t tell if an item is done? Do you ever take on too much work? Do you never talk to anyone about the item you’re working on? Do you think this article is asking too many questions of you?