Cultural Roadmap For ITSM Adoption

The Road To IT Service Management Has Several Cultural Shifts A few months back I wrote an article called the “Incident, Problem, Change Dance” which has as its central premise the claim that while ITIL is now over 20 years old most organizations have struggled to adopt Service Management best practices beyond a few of the operational and service transition processes. This article and screencast is focused on providing an explanation for this interesting fact and is based on an observation that demonstrates that there are significant cultural and governance shifts that must first occur before and organization is ready to successfully to adopt certain practices. For several years I have spoken and written about an ITIL adoption roadmap based on the logical sequencing of process and data dependancies. For those who are interested you can find some of my writings on this subject on a series of blog posts starting with: ITIL Implementation Roadmap. However, it is my personal experience and belief that logic alone is not adequate for establishing an ITIL roadmap. To fully develop an ITIL adoption strategy the cultural readiness of an organization must be taken into account. Also related to this understanding is the discussion of whether you believe IT needs to be "aligned" or "integrated" with the business organization. In the spirit of switching media formats from time to time I have prepared a short Screencast on my thoughts.

Troy's Thoughts What Are Yours “If the world were a logical place, men would ride side saddle. ~Rita Mae Brown

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Implementing ITSM, along with CMMI, MAR/COBIT can be overwhelming as technology areas seek to adapt and comply. The greatest complaint from my IT management peers is resources to focus on documentation of processes, orientation and training of staff.

Karen Fulgham McCoy | March 10, 2010 at 10:38am

Hello Karen, I fully agree with you that people and resources are one of the biggest constraints for ITSM. After years of cost cutting many organizations are resource thin and there is no extra capacity to focus on improvement. Keeping The Lights On takes all of our attention.

Troy DuMoulin, VP Research & Development | March 10, 2010 at 11:08am

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