Practitioner Radio Episode 17 - Technology vs Service Management
Technology Versus Service Management - A Tale Of Two Cities With Complementary But Different Goals
By necessity we design and model services based on systemic relationships. We see the evidence of this fact when we enter an IT Architect’s office space by the presence of complex UML diagrams on their wall depicting the end to end services. However, the moment we move these services to production we manage each component of the overall design as if they live in mythical isolation.
Gaining the emotional agreement of the various groups within an IT organization that a common management system is a base requirement for optimizing the IT Demand/ Chain is often the first and most difficult tasks. IT Management frameworks such as ITIL, COBIT, CMMi, and TOGAF provide good practice descriptions. However, these frameworks only provide a definition of what can be achieved if they are introduced into a receptive environment. They do not in and of themselves create that environment!
Join Chris and I as we discuss the cultural paradigm shift that must occur before an organization is ready to adopt many of the best practices described by IT Service Management.
TECHNOLOGY MANAGEMENT VS. SERVICE MANAGEMENT - PRACTITIONER RADIO EPISODE 17 from ServiceSphere on Vimeo.
Show Notes:
- itSMF UK Conference 2011
- The incident, problem and change dance
- All the Practitioner Radio Shows
- Request fulfillment vs Demand Management
- Pink12 Conference
- Define Culture
- Rob England’s Tweets
- Culture jumping starts from moving from a tech culture to a service culture
- Cultural Roadmap for ITSM Adoption
- Systemic Thinking
- When DONT you need a CMDB or SLA?
- Until an organization wants to manage OUTCOMES a large part of ITIL is out of their grasp
- Stephen Mann’s Value Presentation on “Value” from itSMF UK 11 (PDF)
- Who is my customer? IT user, customer, business
- Lucy’s Advice Kiosk
- MIT Sloan Enterprise Architecture Strategy Book
- Chris’s mushroom trip to a shaman village
- Tribal Culture vs. Nation State Culture
- Preview of Theory of Constraints
- Remember your place in the system, but you NEED to understand your position in the bigger picture.
- What exactly is Troy’s job at Pink Elephant?
Troy’s Thunderbolt Tip of The Day: Remember certain aspects of IT Service Management require an IT organization to shift from Technology Management to Service Management. Until that occurs only certain processes will be in reach of your cultural adoption.
Troy’s & Chris’s Thoughts What Are Yours?
Quality in a service or product is not what you put into it. It is what the client or customer gets out of it. ~Peter Drucker
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