In recent years I have facilitated some information technology services management (ITSM) in oil and gas and utility. The challenge was to build solidarity by identifying what is important, making recommendations and decisions, and establishing policies that would enable the company to improve the processes and services offered by customers. The following article briefly describes some lessons learned from our experience.
The ITSM Workplace should lay the foundation for your company to create the drawing to propel information technology and business value forward. In order to establish an ITSM initiative, the following key groups must be involved:
Strategic: CIO and Board Members to Establish Policy Objectives, Visions and Objectives of the Company
T T Actual: ] Managers and Managers to Establish Reform, Priority, and Planning Judgment
Operational Actions: Managers and Key Employees for Solution, Roadmap, Business Solutions and Program Files.
The essentials of any ITSM meeting when participating in these groups is to develop a clear definition of the problem, defined and approved by the management or senior management committee. This is an area that is often missing short. Lack of clear definition of problems has a negative impact on the tactical and operational way of the organization and limits the ability to continue.
When you work with your teams, you should understand all the work currently in IT technology and how it fits ITSM support and models upon delivery. Discussion, training and clarity will be required to ensure that your people understand the ITSM relationship and delivery model. By participating in a defined workout, the teams can map and see how their work complies with your requirements for ITSM applications. This is effective in establishing leadership and group buying.
Establish a clear understanding of the level of your pain (PoPs) and developmental development. GMOs can be introduced by focusing on the margin of thought. Once you have been collected, you should look at your assertion test from organizational and working methods. This is often missed as it tends to view only processes and tools to solve problems. Coordinate your standard in accordance with industry model development standards (not existence, clutter, response, prevention, service, value). It is important that the content is translated into maturity management and in accordance with information technology infrastructure library (ITIL) process categories. Work on receiving various information technology, customers and business representatives & # 39; perspective on ITSM organization and process development. This is based on some realities in ideas and developmental stages of thinking by eliminating it from a state of isolation.
Build a business story and plan that can be activated by your people. At this point, you are looking for clear tips and improvements (what), profiting from implementation (why), tactical needs (how) and timeframe (when) moving to an organization with your ITSM program. This is the basis for the terms of business of your ITSM system and charter that will be divided into project and operating conditions. You need a strong approved business case and charter to enable you to navigate the challenges that will evolve during your journey and clearly provide what you need to complete. There must be a manager or steering group assigned to provide clear strategic planning. When forming and using a steering committee, their mandate must be strategic and clear. Tactical reports based on reporting may leave project management teams and their need for projects based on projects and meetings.
Recognize that ITSM is not an IT tool tool. From a business perspective, IT needs to stop pursuing tool solutions and "trick of the-month fast fix." Finally, the ITSM program is a company organizational program that seeks to align it with business goals and demands, improve processes and change culture in order to control or lower costs, increase productivity, and promote bottom line. The ITSM applications must be enabled for operation. Therefore, change management and communication will be at the forefront.
Work with your teams to get them to answer "WIIFM" and "WIIFT" questions (what's up for me and what's in them for them). Make sure you have created fear, uncertainty and doubts (FUDs). Be prepared to have a long FUD's list. This must be acknowledged and managed within the framework of the ITSM program and change management and communications plan. Use your teams and people to establish a communication plan that takes into account your target audience and communication needs. Every organization has an approach to communication that may or may not align with their culture. Prepare a clear telecommunications site and follow it.
The information in this article is based on comments obtained during the ITSM analyst work hours and occupations of dedicated professionals. Tasks focus on the discussion of strategic, tactical and operational conditions. Finally, the goal was to improve it. It can be done. Good luck.
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