Top 10 IT Service Management Challenges For 2012: More Emphasis On The “Service” And The “Management”

As we approach the holiday season and possibly the end of the financial/budgetary year, let’s pause for a moment to think about 2012. For many IT infrastructure and operations (I&O) professionals, 2011 was a challenging year; the bad news is that 2012 isn’t going to be any easier. With the pressures of the continued mandate to “deliver more with less” added to by increased business demands on, and scrutiny of, IT service delivery; all against a backdrop of increased business and IT complexity.

The high level view

  • Increased business scrutiny: IT cost transparency and value demonstration. One could argue that the challenges listed as “increased expectations” next will also increase the scrutiny of IT performance.
  • Increased expectations: agility, availability, “hardware,” and support and customer service.
  • Increased complexity: cloud per se, mobility, and compliance.
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The ABC Of ICT - The Top 10 People Success Factors For IT Service Management

In a previous blog (The ABC Of ICT - The Top 10 People Issues), Paul Wilkinson of GamingWorks and I shared how the “ABC of ICT” (the Attitude, Behavior, and Culture issues), or the “people factor,” is a critical success or fail factor in IT, and particularly IT service management (ITSM), operational and improvement initiatives.

In this blog, we want to move on from the “resistance areas” and share the top 10 critical success factors for dealing with the ABC of ICT. These are borrowed from the ABC of ICT - An Introduction to the Attitude, Behavior and Culture of ICT book by Paul and Jan Schilt so that, as Paul likes to say, “We can make a difference together.”

Top 10 people critical success factors for IT

  1. Involve all functions in design. Involve and include all functional units, development and operations. Bringing people together in face-to-face meetings, workshops, forums, and simulations to stimulate discussion, engagement, involvement, and address resistance. Resistance is a fact; you will encounter it. Bringing people together helps to make it visible, helps to create buy-in, and empowers people to change their own ways of working.
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