Practitioner Radio Episode 23 - Demand Channels
Does The Old Saying About Garbage In -> Garbage Out Apply?
I don't think anyone in the Information Technology industry would disagree that the internal IT function struggles with an image or branding problem. We struggle with a general business perspective that we are too technology focused, don't move fast enough and simply do not listen to our business partners. It is true that we often prefer to think of ourselves as the "Information Technology Guardians" rather than "Information Service Providers" and this comes across as elitism bordering on arrogance. One of the top complaints that the Business Units have of the IT function is that "IT Does Not Understand Business Priorities!" In our experience it is true that most IT functions struggle with the influx of un-managed service requests and an immature Portfolio process which does a poor job of gating, prioritizing and resourcing matching new initiatives. From this perspective one of the critical success factors for fixing this problem is the creation and management of formal and managed channels to receive new Demand. Join Chris and I in a discussion on this topic "Demand Channels"
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Practitioner Radio Live Episode 22 — Service Management Office 2.0
Live from Pink12 - The Service Management Office 2.0 Join Chris and I as we discuss the role of the Process Owner and the evolution of a new functional group called the Service Management Office. The evolution of this new function typically starts with the creation of a small dedicate group of ITSM process owners but then often evolves into a new function responsible for service management excellence and CSI