IT Service Management with a Social Twist. 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. Automation minimizes the time IT personnel spend interacting with users, he says, "supposedly in the name of efficiency, but to the detriment of satisfactory outcomes for users, who have had to wait longer before their IT problems were resolved.
" Now, however, at least one ITSM vendor is following the broader trend of social CRM and adding features to its software that should make internal service desks a lot more customer-centric. The release also includes thoughts from Gartner and Forrester Research that underscore the need for social ITSM. Mastering ITIL Realities. 14 Tips for a Successful ITIL Implementation Tips on completing a successful IT Infrastructure Library (ITIL) initiative.
If there is actually anything in the IT Infrastructure Library (ITIL) specification that is news to you, chances are that you probably shouldn't be in charge of running your company's IT systems. 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. A structured workflow process, of course, serves as the foundation for delivering IT as a service. None of this is lost on vendors that are lined up to sell IT organizations tools that we now refer to as IT services management (ITSM) offerings.
The latest one of these offerings is from FrontRange Solutions, which this week rolled out SaaSIT. ITIL Lite Shameless Shortcuts - HDI Blog. IT Process Maps. IT Resource Management. Taking an Incremental Approach to ITIL Adoption. 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 Gttingen. You can register for a complete copy of the survey online. All: Your survey found 56 percent of companies still using ITIL v. 2. Of the 44 percent using ITIL v. 3, 13 percent adopted it from scratch while 33 percent moved from ITIL v. 2. "It's like the ball rolling uphill. Patrick Bolger Chief Marketing Officer, Hornbill One of the difficult things for an organization to make progress with ITIL is securing backing from the business.
One of the analogies I use for v. 3, it's a bit like learning a language. All: What are the most challenging differences between v. 2 and v. 3?
Can ITIL Work Without All-or-Nothing Approach? 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.) I offered some in a post earlier this year. Resistance to ITIL can be so great that Patrick Bolger, chief marketing officer for service management software provider Hornbill, told me his company advocates starting small, addressing obvious pain points, and He said: That was the approach used by the University of San Francisco, one of the organizations I included in a story on ITIL.