Thursday, 31 July 2014

Holy Shark! It’s the ITSMNADO

Call them what you want; best practice, framework or a BOK, there are several ways in which Service Management can enable the business to achieve its business goals. But with such abundance how do you know which one to use. Of course there are the most popular ones such as ITIL, COBIT and ISO, but what about the ones that aren’t as well known. Despite poking fun at the movie Sharknado where the sharks were cut down with a chainsaw, Van Haren publishing has shown us the pen is mightier than the sword and put together a great synopsis of the more common ones calledGlobal Standards and Publicationswhich is free for download.
As I went through the list (there may be others that aren’t here) I noticed that each of the reviews had a consistent outline including some background, target audience, the benefits and constraints of each of the frameworks. The nice thing about this format was that I was able to think about ways in which I could augment parts of service delivery in my organization with a different approach fro a perspective which is new.
In my opinion implementing practices ‘by the book’ was never really the intention of how these were supposed to be utilized. You really should be looking at your organization in a way where you can decide what is fit for purpose. Taking pieces from each of these guidelines and applying them to your business where it makes sense in an effort to achieve your business outcomes. No two businesses are the same and to that end managing the services which support them should be looked at with an open mind to how best to support them. Keep in mind that supporting a financial institutions banking service may require different guidelines and governance than an online web application may have.
I believe that marrying a few of these together can work to further your businesses goals where only one may appear to limit you in some way. After all at the end of the day we are all working to improve service delivery.
I would really like to hear what you think about this topic and what ‘framework(s)’ or whatever you call it you use and what makes it a success. Feel free to connect with me on Twitter @ryanrogilvie

1 comment:

  1. I totally agree with this post from end to end. On top of taking pieces from each of these guidelines/frameworks/BOKs etc., I like what I've picked up from Lean IT with the idea of Lean adding a sort of 'filter', to avoid, what I've often heard complaints about... Too much process.

    ReplyDelete