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.

 

Show Notes:

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 To subscribe to Pink's Podcasts on iTunes

 

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