Accelerating an ITSM Implementation -2
In my last blog I talk about how and why organizations start on the ITSM journey and how ITIL acts as a stepping stone and a guide at a very high level during this transformation journey.
While it is true that ITIL has a comprehensive set of best practices which cover all aspects of service management, this is also true that adopting best practices and achieving best practices results is not a fast track approach, nor is a quick win option for any IT organization.
Probably this is the reason why most of the ITSM Initiative in my experience, face road blocks in their initial stages of transformation journey. I have seen number of project directors struggling to clearly articulate following aspects of the transformation initiative and seeking external advice even for drafting the business case and project overview documents:
· Actual Complexity of ITIL adoption journey, due the insufficient implementation knowledge & experience.
· A clear understanding of the starting point, intermediate milestones and end state of the ITSM journey.
· Articulation of KPIs and measurements to justify the Return On Investment (ROI) from the transformation initiatives.
· Definite methods of implementation, communication and validation to ascertain the goals achievement.
Having said that there is no short cut method to adopt the best practices, I still see a strong urge and huge traction within IT organizations to adopt the best practices as prescribed in ITIL, more so with the expanded scope of ITILv3. As I understand the problem statement for ITSM initiatives, what actually needed is a complimentary set of methods, tools and techniques which is based on these best practices and has a proven solution for implementation.
If I had the mandate of achieving ITSM transformation through best practices, I would always look out for any such tool, framework and methodology, which can help me achieve the ITSM transformation goals quickly, effectively with measurable results within fixed, predictable and cost effective budget. I’m sure this will make things lot easier for the decision makers, project directors and for business to adopt ITSM transformation, create significant buy in and see results in a quicker, smarter and smoother manner.
Here’s some food for thought to readers and pointer for my next blog:
Do we have any such tool, methodology, technique readily available in the market?
And if not what is the potential for service providers and product companies to develop such an innovative stuff to address the needs?
