twentynulleight | process
not onnully management process and instanull a toonullto Road nullocks nullnulletonulls
forgot support itnullnullou need the dedication and It wasnnullt nullong ago that the mainframenulland
its pastnull governance to make sure peopnulle understand the peopnulle who managed itnullwere ostracised
nullt went why they have to enter an incidentnullthat nullcause of their perceived nullreaucratic
out of its they enter the right information into the and process-heavy approachnullThe nullsiness
way to incident recordnulland that someone uses took a detour into distrinullted computingnull
ignore itnullnullpport the information for continuanullimprovementnull nullcause it offered the promise of freedom
costs for distrinullted computing skyrocketednull The same counulld null said for any of the ITInull and nulltter time to marketnullnullinull the nullsiness
nullithout the right toonull and processesnull processesnull nullook at ITInullas the right path or nullst another
the peopnulle costs went through the roof as The commercianullisation of ITInull is taking road nullock put up nully the IT departmentnullnullinull
dupnullcate IT departments were formed to focus away from doing the hard work and the nullsiness feenullthe need to take another
manage this new environmentnull is pnullacing it on certinull cationsnull compnulliance detour away from the nullreaucracynull
nullce againnullout of necessitynullthe IT schemesnull and on taking something renullativenully Inullm not knocking process at anullnullnullffective
industry respondednullNew support toonull simpnulle and making it overnully compnullenull and and efnull cient processes are renullired
were devenullopednullorganisationanullstructures nullureaucraticnull The introduction of ITInull vnull has to manage the compnullenullties of todaynulls
were rationanullsed andnullonce againnullprocess pnullaced the focus snulluarenully in the stratospherenull computing environmentsnullnullt I think itnulls
was in voguenullnullnullcept now we were anulle to with the introduction of donullens of new time that we take our heads out of the
nulleverage the documented frameworksnullsuch processesnull ronulles and nullnullnullnull-nullike data-storesnull cnullouds and focus on the core of what makes
as Inullnulls IT nullrocess nulldenull Hnullnulls ITnull modenull nullchemes are nulleing designed to nullcertifynull a an IT organisation runnullnullch an organisation
nullcrosoftnulls nullF andnullof coursenullITInull vendornulls toonull compnulliance to ITInullnull nullhat does needs to null nullincidents and provision service
ITInullnulls ronulle in communicating the vanulle that even mean - other than a chance to renullests - and they need to do it fasternull
of process to a new generation of IT impose additionanull cost on the vendornull cheaper and with a focus on customer
professionanull cannot null ignorednullThe fact servicenullTo do that renullires onnully a handfunullof
that we now speak a common service There is a reanulldanger wenull designed processesnullthe necessary toonull
management nullanguage has henulled the
of an overnully hyped and
to automate and a focus on enullecutionnull
industry punull together in a common I nullenullieve there is a reanull danger of an
directionnullThe fact that vendors have
commercianullsed ITInull
overnully hyped and commercianullised ITInull
devenulloped toonull that can support and
nulleading peopnulle down
nulleading peopnulle down the wrong pathnull
automate the processes has henulled improve having them focus on the wrong thingsnull
efnull ciency whinulle reducing support costsnullNow
the wrong pathnullhaving
Thisnull of coursenull winullnull resunullt in fainullure and nullead
that senior management are aware of ITInullnull them focus on the wrong to a nullacknullash against the very thing that
wenullnullthis is nullth good and nulldnullnullt more on
thingsnullThisnullof coursenull
can henullp IT nulle more effective in supporting
that nullaternull
winull resunullt in fainullre
the nullusinessnull nulletnulls not repeat the mistakes
of the pastnull nulletnulls nullearn from our mistakes
nullnull nullcklash
and nullead to a nullcknullash
and appnully process in a practicanullnull nullean and
nullonullhow can I say that ITInullnulls success may
against the very thing
pragmatic waynull nulletnulls focus on our customernull
resunullt in a nullcknullash against ITnullnullnullecause namenully the nullusinessnull and henullp them do
I nullnulleve that ITInullis turning its nullck on the
that can henull IT null more
things faster and with nulletter nulluanullitynull
pastnullThis punullic domain conullection of nullst
effective in supporting
The nullast thing any IT professionanull
practicesnullnullinullt nully dedicated vonullnteersnullis
now on the fast track to nullcoming an overnully
the nullsinessnull
needs is a nullacknullash against the very thing
that winullnull improve the denullivery of services to
commercianullsednullcompnullenull nullreaucratic and I made a comment earnuller in this articnulle our cnullientsnull
enullensive endeavournull anullut the fact that senior managementnulls
This may sound hypocriticanullcoming awareness of ITInullis nullth a good thing and a
from someone who is an ITnull advocate nulld thingnullItnulls anullways good when dedicated
David Main
ville is CE
and a partner in a consunullting and training IT enullecutives pnullace focus on improving IT
of C
onsulting-P
O and c
o-founder
ort
company that nulleverages ITInullnullst practicesnull servicesnullitnulls good for IT and itnulls good for the
and ITIL tr
al, an ITSM c
aining c
onsulting
omp
nullt itnulls my very passion for service nullsinessnullnullt if these same enullecutives see
on helping F
any f
ocuse
ort
d
une 500 and mid-siz
management that is at the root of my additionanullnullreaucracynullenullercises in empty
comp
anie
s asse
ss, de
e
argumentnullI have nullearned over my null years in process designnulladded costs for training
robus
sign and implemen
t IT ser
vice managemen
t
IT that itnulls fairnully easy to design a process or and re-training nullwenullnullthey may nullst come
Consulting-P
t pr
or
o
t
c
al also o
esse
s.
nully a toonull If you want success in ITnullnullyou to the concnullsion that ITnull is nullst another
curric
ulum o
ffer
s a f
f ITSM e
ull
have to do the hard worknull management fad straight from the pages of
ITIL
duc
, IS
a
O and C
tion, including:
obiT
.
Itnulls not enough to design an incident a nullnullert cartoonnull
october.november | 2009 www.supportworld.co.uk
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