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Posted by Stephen Mann on August 29, 2012
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
In Eveline’s opinion, an infrastructure and operations (I&O) leader's role in developing an ITSM or SMA career development plan is similar to that of a construction architect who defines the layout of a house via architectural drawings. These drawings include a variety of components which make it both structurally sound and developed according to the specifications of the customer. The same is true with SMA staffing and, in creating an SMA career development plan, remember to consider the following:
Understand the role building blocks of a high-performing SMA team
Continuing the analogy, as the architect designs the house he or she uses a floor plan with various components that are needed. This is also true when building SMA teams, teams which should embrace the following roles:
If you want more detail on specific future SMA roles please take a look at http://blogs.forrester.com/stephen_mann/12-08-13-prepare_your_people_for_the_future_of_it_service_delivery
And make sure you employ the “right kind of people”
But it is about more than just roles and skill sets. Having spent this morning with Rackspace talking about its approach to service and “fanatical support,” Rackspace exemplifies the benefits of employing the right kind of people (“obsessive” about what they do) and how such a competitive differentiator has translated into business success. Expect more from me on this soon.
As always your thoughts and opinions are appreciated.
Finally, credit where credit is due
The majority of this content is an extract from Eveline’s “Evolve Your Service Management And Automation Skills And Staffing” report which is the “Skills and Staffing” report in the Forrester Service Management And Automation Playbook.
The above require access to Forrester content, if you are not a client you can still access the following SMA Playbook blog content:
Strategic Planning guidance based on the writing of Jean-Pierre Garbani: http://blogs.forrester.com/stephen_mann/12-08-20-whats_your_it_service_management_strategy_if_you_actually_have_one
Future Look based on the writing of Glenn O’Donnell: http://blogs.forrester.com/stephen_mann/12-08-13-prepare_your_people_for_the_future_of_it_service_delivery
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