Yesterday I walked home through the park and watched someone throwing around a ball with his dog. Literally every time the guy first shaped to throw the ball, the dog ran off in the direction it expected the ball to go. Usually this was the wrong direction, because the dog owner then (knowingly) threw the ball in a different direction. I thought that’s pretty clever from the dog owner’s perspective, given that the whole purpose is to maximize the exercise his dog gets. And it got me thinking about business relationship management (BRM) – I know my mind works in mysterious ways. Let me explain.
You see, that dog’s actions reminded me so much of how we sometimes behave at work on the service desk. You know how it goes – before it’s even clear what the customer actually wants or needs, we go rushing off to address what we *think* they will ask for. It’s right for the dog and its owner, but wrong for us at work as we don’t need more running around – we need results with the least effort rather than the maximum.
Following on from my previous blogs on DevOps, service integration and management (SIAM), and Agile, here’s another “ITSM approach”-based blog – this time looking at something called IT4IT. Never heard of it? Don’t worry, it’s still pretty new (and don’t worry that IT is mentioned twice in the name – IT4IT is actually all about IT departments better meeting business needs). So let me start with the basics.
As an IT service management (ITSM) professional, which public cloud “camp” are you in: Cloud is great? Cloud is a disaster? Couldn’t care less about cloud? (Hopefully none of you are still at “what’s cloud?”) These and many other cloud “attitudes” tend to be present, all at the same time, in a typical enterprise. And, worryingly for ITSM professionals, it can lead to doing the wrong thing such as lift-and-shift cloud migrations.
A lift-and-shift migration is the seemingly simple and innocuous process of moving a workload from on-premise to the public cloud – changing little and with the same operational model. Lift-and-shift is perceived as a low-risk approach to getting into the cloud because of the assumption that “if you don’t change anything, then surely it’s kind of the same as before the move.” That moving a workload to the cloud is like moving from one server type to another, after all cloud is just running your workload on someone else’s servers, right?!
In Part 1 of this blog I offered five tips for getting started with ITIL, the IT service management (ITSM) best practice framework: establishing a formalized service desk, identifying root causes (problem management), managing changes, tracking software licenses, and starting to use a configuration management database (CMDB). In this blog (Part 2), I offer five more tips for getting started with ITIL, which will improve:
- ITSM capabilities
- IT service delivery and IT support, and
- Business outcomes.
Some people panic when they hear the word ITIL – either because of memories of previous painful, or failed, ITIL adoption projects, or because of the fear of the unknown. People might also view ITIL as an all-or-nothing opportunity, but the reality is that it doesn’t have to be that way. Case in point: very few companies can say that they have adopted elements of all 26 ITIL processes and its four functions. And if someone says they did, you might want to check that their nose isn’t growing longer.
In fact, one of the best tips I can offer re getting started with ITIL is to realize what it is and what it is not. While it includes many best practice processes, it’s about so much more than those processes. It’s really about delivering IT as a service; and it’s not something that you can be compliant with, as it’s not a standard.