IT Service Management And ITIL Thinking – Brawn, Brains, Or Heart?

Some great IT service management (ITSM) conversations with BMC this week got me thinking about ITSM people “stereotypes” and what we can learn from them in terms of communication, education, and ITSM  tool selection. It started from my mental 2D matrix that plotted organizational ITSM tool need against the axes of organization size, e.g. enterprise, and level of ITSM maturity – with the latter, in my opinion, being a better gauge as to the ITSM tool that is most appropriate.

Conversations about the people within the organizations, however, made me wonder about the need for a third axis of “ITSM mindset” which could further better help to pin down the type of ITSM tool for a particular organization through a now-3D matrix.

Did Somebody Mention Stereotypes?

Oops, yes that was me. My imagination conjured up three stereotypes, and perhaps there are many more, but I liked that they leant themselves to a collective description of Brawn, Brain, and Heart (oh yes, it's a little "Wizard of Oz").

Where the stereotypes are:

  • Brawn– this describes the traditional IT Hero mentality, it’s all about you and the IT. Very much an IT-centric approach to IT delivery. Probably no concept of IT services and no interest whatsoever in ITIL (the ITSM best practice framework). It’s all about IT muscle in dealing with a never-ending stream of IT issues – the proverbial fire fighting. Talking to a Brawn about ITIL wastes everyone’s time, they will never be interested.
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