In my recent blog on the top 50 ITIL adoption mistakes many related to the people-side of changing the IT service management (ITSM) and IT delivery status quo. In many ways, people are the ultimate barrier (or success factor) to effective ITIL adoption or to other aspects of an IT infrastructure and operations (I&O) organization successfully meeting business demands for IT services.
We often get the technology and process elements of what we do in I&O right, but the people-side of things can be a different matter. Paul Wilkinson of GamingWorks has been a champion for addressing the ABC (attitude, behavior, and culture) of ICT for many years and he shares his (and his colleagues) thoughts with us below.
So what goes wrong?
As more and more organizations adopt ITSM frameworks such as ITIL, it often seems that ITIL or the framework is the goal itself, rather than being a means to an end – that is trying to improve the delivery of IT services from a business perspective.
Paul states that, in his experience, 70% of ITIL-adoption initiatives fail to deliver on their promises, i.e., realizing the value that the I&O organization (and business) had hoped for; with 50% of failures caused by resistance. However, we (the people) tend to blame the framework or the technology. But it often has nothing to do with ITIL – the root cause is commonly the way in which we (mis) apply and (mis) use the framework. That these failures are often down to people issues.
A while ago, in fact too long ago (but not in a galaxy far, far away), I wrote a blog called Giving Back To The IT Service Management Community where I surmised that IT service management (ITSM) practitioners need help beyond the ITIL books and associated training. They need real-world help; whether this is by way of guidance, quick-start templates to prevent the “reinvention of the wheel,” benchmarks, or by other means. And that, while some members of the ITSM community already offer help, what practitioners really need is to be offered targeted and focused help. A response that is practitioner “pull” rather than helper “push.”
In short, I proposed that we need to do at least five things (as a community) to help:
Recognize that we are a community and a community that often struggles with the same issues (particularly with ITIL adoption).
Offer up our time to help out others (and often ourselves).
Identify where our efforts need to be applied (for example with the creation of a set of standard (core) ITSM metrics and benchmarks).
Deliver on our promises to the ITSM community.
Never stop trying to improve our collective ITSM capabilities and the quality of delivered IT and business services.