Monday, 7 October 2013

The ITSM Implementation Scope Creep – A Savage Creature

There may be a time where you will need to implement a new ITSM process or will need to improve on one. This can be where the ITSM Scope Creep lurks. This creature preys on those who dare to dream of making sweeping improvements overnight.

Scope Creep

Scopius Creepius

The Creep Habitat

The Creep will remain dormant until a "what about" is asked by either someone from the implementation team or a senior manager. The what about is a question that may sound like this “We are enhancing our problem management process but what about our knowledge process?” It can be very easy to let the creep in. especially when the question is coming from the Senior Management or from the project sponsor. The risk here is that these types of things should have been flushed out in the requirements phase so that when these questions do (and they always do) come up we can answer to them accordingly

Creep Population

As long as a project exists there are Creeps at every turn

Creep Diet

The creep feeds on the what abouts. So it can be crucial for the team working on the service management improvement project to find a way to handle these questions effectively. These questions may be valid and should be managed as such. In the case above where the question was asked about knowledge management we could say either that we have tabled this pending activity or that this is planned for the next iteration or phase of improvements

Creep Life Span

The potential for Creep to occur is always there, and even the implementation team may have trouble ignoring even the simplest what abouts. There have even been reported cases where Creeps have reproduced into other activities spawning further scope creep. However, allowing the smallest crack in the dam to present itself may be just the thing that can prevent a successful ITSM improvement from being implemented.

Learn to deal with this creature. Allow the what is presented to be turned into something productive in future implementations or allow the current one to be directed in a positive way.

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