In that timeless battle between urgency and importance, urgency tends to win the day. It makes sense in a way – if your house is on fire, you’re probably not going to be too focused on replacing the roof at that exact moment. However, too much time spent on the urgent can leave you looking back at the end of the year, wondering where the time went, and coming to the sad realization that you never made time for those time-consuming-but-oh-so-important improvements. If you’re familiar with this particular rut, the good news is there are a few simple steps you can take to help shift the balance and focus more of your efforts on driving improvement.
Joseph is on a mission - to find out just how far ITIL can stretch into his daily life. He's calling it "The ITIL Experiments" and we absolutely love it, so we're sharing it with you. We'll be keeping you posted weekly with his latest experiments. You can find Volume One here.
As service organizations mature, and Incident and Service Request Management start to jell, executive management begins to get very interested in Service Asset and Configuration Management. And this is a very good thing. Knowing what assets we have and can provide service for is a powerful thing. It can drive increased budgets and resource allocation for IT, especially when we can point directly to how much time our staff spend on various CIs that might be obsolete or completely unused. If any of us look around, I'm sure we could find a lot of servers doing very little, if any work, but because of their age they require a great deal of resources to keep them "green" on our Event Monitors.
I recently had the experience of flying into, and out of, Hartsfield-Jackson International Airport in Atlanta. And it got me thinking a lot about Service Management. OK, I think about Service Management a lot. It's kind of my thing. But this really got me considering everything that has to go into delivering tens of thousands of people each and every day through one of the busiest hubs on the planet. Airports are a curious thing. They have an 'Authority', not unlike a small city government, that is responsible for handling all of the vendors, airlines, security personnel, baggage handlers, etc., along with every one of those passengers expecting to get where they are going.
Scrum, and other agile development methodologies have been around for quite a few years now. Project Managers and Developers across every size and type of organization have embraced these frameworks to help them become more self-organized, efficient, and effective. But what about the IT organization? Does ITSM have room for Agile/Scrum?