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Last month I wrote a post about the challenges of creating a customer-centric IT culture , focusing on the discomfort some IT pros feel with the vague and somewhat emotional nature of customer service. Also, I wrote, IT organizations tend to stress efficiency over empathy. Automation is a primary goal of many IT service management (ITSM) programs, writes Phil Wainewright on the Enterprise Irregulars blog.
Tips on completing a successful IT Infrastructure Library (ITIL) initiative. What is relevant about ITIL is that many IT organizations are now being benchmarked against the specification. Most of what is actually in ITIL is fairly obvious. What can be a bit challenging is developing a structured IT workflow process that is not only documented, but can also stand up to an audit.
Ann All spoke with Patrick Bolger, chief marketing officer of Hornbill , a provider of service management software. Hornbill collaborated with Ken Turbitt of the Service Management Consultancy Group Ltd to prepare a survey on ITIL adoption. Also contributing to the survey were the IT Service Management Forum, the Service Desk Institute, Pink Elephant, ITP Report online and Mauricio Marrone of the University of G ttingen.
Tips on completing a successful IT Infrastructure Library (ITIL) initiative. For every like the often-related example of Johnson & Johnson that Blue Elephant Consulting's Jim Anderson writes about on blog, there's a less successful implementation. In many cases, resistance to the structure imposed by ITIL, from business users and/or IT staff, is a big problem. (Resistance may have been an issue at J&J, though Anderson's post only emphasizes the benefits the company attributes to ITIL, including what it says are annual IT savings in the neighborhood of $30 million.)