Staffing For IT Service Delivery Success: Think Employee, Think Customer, Then Repeat

People-related IT service management (ITSM) blogs seem to be popular. Two based on the ABC of ICT work of Paul Wilkinson and his GamingWorks colleagues are amongst my most popular and more recently one detailing future ITSM roles (stolen from the Forrester Service Management And Automation Playbook writings of Glenn O’Donnell) is also proving to be very popular (it is also a good pre-read to this blog).

Hence I’m now stealing some people-related guidance from Eveline Oehrlich’s “Evolve Your Service Management And Automation Skills And Staffing” report to look at staffing for ITSM success, starting with career development.

Architect a service management and automation (SMA) career development plan

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Prepare Your People For The Future Of IT Service Delivery

At our core we are “IT people” (hopefully you are shouting at your screen, “No, I'm a business person!” but please bear with me), so it is all too easy for us to look at the future of IT service delivery purely from a technology perspective; that is, to be absorbed by the opportunities and challenges such as bring-your-own-device (BYOD), mobility, social, shiny SaaS ITSM tools, and cloud per se.

For instance, my colleague Glenn O’Donnell can often be heard saying that “the future of service management is an automated one,” and, unless you have access to the report from which I lifted this quote (and much of this blog), it is too easy to forget about how the “yellow brick road” to the future affects our people. Glenn’s report covers this in some detail, and I have politely stolen some of it to include below.

Looking at the future from an employee perspective = fear

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