Giving Back To The ITSM Community: We Move, If Slowly, But With Purpose

It started as a blog called Giving Back To The IT Service Management Community – a personal plea for anyone involved in IT operations, IT service delivery, IT support, etc., to “give back” to the larger community. Hopefully it highlighted (or reminded us of) the need for the creation of lower-level, more granular, and ultimately more practical best/good practice information that is freely available to IT service management (ITSM) practitioners; as a quick start mechanism and/or to prevent the continued reinvention of the wheel by organizations wishing to better themselves.

Many (OK, some) ask “Where has this gone?” or “Where is the free content?” Great questions, but ones that I will conveniently avoid (hopefully like a skilled politician); although others involved, I expect and hope, will provide updates on this in the comments section below.

To some Back2ITSM might appear yet another forum for “the usual suspects” (bagsy me be Verbal Kint) to “socialize” themselves to their ultimate downfall. However, I beg to differ. I feel that this has legs, no matter how short those legs might eventually be; which brings me to the reasons for this quickly written blog:

  • I still need to feedback the limited but interesting responses to the Back2ITSM survey.
  • I want to publicize some Back2ITSM “coming soons.”
Read more

ITIL Adoption: 5 Steps That Can Help With Success

ITIL, the IT service management (ITSM) best practice framework, is now in many ways bigger than its “master” — IT service management. From its origins in the UK government, its use has grown rapidly in the last decade and ITIL continues to dominate corporate thinking in IT operations, IT support, and IT service delivery best practice.

There are many potential benefits from ITIL adoption, particularly around productivity, service quality, business reputation, and cost savings. However, ITIL is fraught with adoption challenges that could be prevented or at least minimized through better planning and execution.

The key ITIL adoption challenges and pitfalls (at a very, very high level)

  • Focusing too much on the reactive elements of ITIL and ITSM (for some, however, this might be enough).
  • Overstating ITIL and ITSM adoption levels – “We do ITIL.”
  • Overstating ITIL and ITSM maturity – where IT infrastructure and operations (I&O) organizations often think that they are more advanced than they actually are – “We have a super-duper service catalog.”
  • Not focusing on the customer and business outcomes.
  • Lacking momentum post technology implementation project.
  • Noticeable dissatisfaction with traditional service desk tools.

With people-related challenges to be found in most if not all of the above.

Want more detail on the challenges?

These are explored in greater detail in the Forrester report from which this high-level extract is taken:

Read more