- Forrester Councils
- Councils Overview
- log in
Posted by Stephen Mann on April 4, 2012
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:
Of course this is all madness from the mind of an industry analyst – more people might shoot this blog down than agree with it. I haven’t conducted a formal and extensive survey with a cast of thousands; BMC just encouraged me to think a little deeper about IT people and their impact across a number of areas.
So can you see some sense in the above? And if you do, can you start to see how there is most likely a fine line between benefit and cost when it comes to both ITIL and tool adoption. Are you really using them as productive tools, or are you actually using them in a manner that harms your business more than it helps it?
If you are at the Service Desk and IT Support Show in London on the 24-25th April, please come to the Panel Discussion: “Realizing lasting cultural change – ABC (Attitude, Behavior, Culture)” with Michelle Major-Goldsmith, Sysop; Kevin Holland, UK Public Sector; Paul Wilkinson, Gaming Works; and yours truly. It will be fun and you might just learn something.
If you enjoyed this, please read my latest blog: http://blogs.forrester.com/stephen_mann
Lead BT Transformation
Develop customer-obsessed strategies to drive growth »
Forrester's CX Index
Predict how actions to improve CX will affect revenue performance.
Measure the customer experiences that matter most »
Free On-Demand and Live Events
Latest events from Forrester analysts, online and in person. »