- Forrester Councils
- Councils Overview
- log in
Posted by Stephen Mann on April 2, 2013
This blog has been contributed by Barclay Rae, an independent management consultant, and is the first of a new series of blogs written by IT service management (ITSM) thought leaders. Please read in Barclay's Scottish brogue ...
ITSMers often need help
Much of the demand for knowledge and support that I see in my regular consulting work centers around a simple request: “what are the key things to be doing for successful IT Service Management?”
People tell me they’ve read ITSM books and been trained (and certified) in ITIL and other frameworks, but because there’s so much content, plus multiple processes and standards. They lack a clear understanding of where to start and how to focus on what is important and successful in practice.
Focus on the critical activities
For me there’s a critical set of activities and actions that need to be achieved in order to deliver quality and effective service delivery – customer engagement, service definition, service desk quality, problem management, reporting and metrics, organizational change, and marketing. For many years this is what I’ve provided via workshops and consulting, and now I’ve turned this into a simple, straightforward, and practical approach and portfolio of knowledge – ITSMGoodness.
I used the term “ITSMGoodness” as it was being used on Twitter by ITSM professionals to describe presentations or meetings at conferences and events, e.g. “lots of ITSMGoodness in the room today.” I like the fact that it’s warm and positive and refers to knowledge, wisdom, and practical advice – like the sort of chats you might have over coffee or a beer at a conference. I started to use Twitter as a media to get some simple practical messages:
I’ve now pulled these and what I think are the key steps together into the “ITSMGoodness – 7-Steps.” It’s all available free at www.itsmgoodness.com. This includes guidance, tips, practical documents, and templates.
ITSMGoodness – 7-Steps
I’ve identified 7 key steps that I think really make a difference and which, if an organization is doing these things, should lead to successful and value-added service management. It’s an approach I’ve used many times, I know that it delivers value.
It’s still a work in progress …
There may be questions on some of the omissions from the 7 steps. e.g. change management. But this is meant to be a summary approach, and as I generally find some sort of change management in place, for this I’ve considered problem management to be more of a game-changer. The 7-steps are not meant to replace ITIL or other models, but simply provide an accessible path through them.
To date I’ve also had some great feedback on this content – I do know it works because I’ve used this format for years, just not put it into a model – but what do you think? If you want to find out more, follow Barclay on Twitter or look out for #ITSMGoodness.
Stephen: As always your thoughts and comments are appreciated.
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. »