In Part one
we talked about
looking at your IT team dynamics, thinking about how they worked both
individually and as one IT unit. In Parts 2,3and 4
we spoke to some
examples of areas which may indicate some holes within the processes these
teams are following. Or in some cases not following as well as we may think.
While I only spoke to a few examples and there will likely be others we are
really trying to get to the "basics" of ITSM. No matter the size of
your service management team whether you exist within a SMO (Service Management
Office) or you are just starting out with a few people and processes it is
going to take some work to identify and fill in some of the gaps that exist.
You might not get it right the first time.
That is ok as long as you can learn something from this and then use that
information to improve on what you are doing. You need to start somewhere.
Finding areas for improvement in the way that these processes work will enable
you to identify some areas where you can improve the customer experience.
Being able to clearly
quantify where the improvements are will allow you to be in a better position
to reach out to your operation and development counterparts to continue
improvement initiatives. These IT counterparts will be far more receptive if we
can verbalize ways to make the customer happy and streamlining what they
already do. Ultimately you will be able to connect with the business to ensure
that we are hitting the service delivery mark, but we need to walk before we
Start by determining your current state. The real question is that with
the processes we execute, have we maximized the value from them yet?
Some key take always from this are:
What gaps in our processes have surfaced after the review.
Like anything the
goal of service improvement is great, but we need some direction to be able to
reach out destination. Create a strategy to achieve you targets. Ensure that
there are timing points where we can see if we are on target as well as if there
are any other concerns
We don't always have
the answers. Talk to your peers either in your local service management
community, the broader global community through social media or feel free to
connect with me on either Linkedin
Labels: Continual Service Improvement, ITIL, ITSM, Service Management