ITSM Practitioner Health Check: The ITSM Community Strikes Back

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:

  1. Recognize that we are a community and a community that often struggles with the same issues (particularly with ITIL adoption).
  2. Offer up our time to help out others (and often ourselves).
  3. Identify where our efforts need to be applied (for example with the creation of a set of standard (core) ITSM metrics and benchmarks).
  4. Deliver on our promises to the ITSM community.
  5. Never stop trying to improve our collective ITSM capabilities and the quality of delivered IT and business services.
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