Pink Elephant Blog
Practitioner Radio Episode 20 - Deploying ITSM Processes
Wrong Turns Are Often Based On A Case Of Mistaken Identity or Direction So you have been asked to setup and establish an IT Service Management improvement program! Congratulations, you have been in-trusted with a key element of your organization's plan to improve service delivery, service availability, and customer satisfaction. Now the key question is: How do you get started on this major task and what critical knowledge do you need to consider from a People, Process, Product and Partner perspective?
At Pink Elephant our decades of experience teaches us that IT Service Management programs are really people change initiatives, but that they are frequently mistaken for an ITSM tool implementation or process documentation project. Certainly these are both important elements and even critical for overall project success, but in the end neither the process document or the wonderful new ITSM tool you just purchased produce results by themselves. Because of this case of mistaken identity many frustrated IT leaders have invested significant resources, time and money and received very little benefit or return for their efforts. To avoid becoming an unfortunate statistic it is critical that you start your journey with a good understanding of the goal you are being asked to achieve, and to make sure others especially your manager does as well. Join Chris and I as we explore the practical aspects of what it truly takes to adopt ITSM practices and how documenting versus deploying processes are two very different objectives.
Show Notes:
- Blog Article: Business Operating Model Graphic
- Blog Article: Documenting vs. Deploying ITSM Processes
- SLA's for ITSM
- RFP, RFI, the insanity for service management
- What does it mean to DEPLOY a process vs Document it (4 MONTHS)
- Blog Article: The Three Perceptions of Implementation
- Why does Pink Elephant give AWAY so much information for FREE on their blogs?
- Levels of “Getting IT in” 1-3 (What do you REALLY want from your consultant?)
- Documenting a process itself, gets you a binder on a shelf.
- People, Process, Product, Partner, the 4 Ps of ITSM
- ITSM Extreme Makeover
- Blog Article: 4 Project Work Streams coming together
- Blog Article: When ITIL®️ Projects collide
- Velocity is different than agility
- Blog Article: Why Bother with baseline assessments?
- Memories are short, if it's NOT written down it's not real.
- How do you resource an ITSM project?
- "Not invented here" will kill your process deployments and documents
- Change Agents and enemies, the process sweat equity equation
- Blog Article: The Art Of Building an ITSM Process Design Team
Example Transformation Time Line Graphic 
Troy's Thunder Bolt Tip of The Day: When considering ITSM process adoption carefully consider the amount of change your organization can absorb at one time. Most organizations can handle no more than 2-3 parallel ITIL process projects as a maximum Troy's & Chris's Thoughts What Are Yours? "We all want progress, but if you're on the wrong road, progress means doing an about-turn and walking back to the right road; in that case, the man who turns back soonest is the most progressive." C. S. Lewis To subscribe to Pink's Podcasts on iTunes
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