It always baffles me that the only ones who understand ITSM and its various implementations in an Enterprise environment are those who are trying to implement it. They will be the first to tell you all of the roadblocks, hurdles and challenges they face on a single day.
These obstacles are were the majority of blood, sweat and tears are spent during an implementation. The main reason is that everyone focuses on the bells and whistles of tools and process instead of the fundamental building blocks of the human psyche.
It is the stuff of championship teams. Focusing on the human side of any endeavor is key. Getting people on board early on in any process ensures that your ship is moving with the current instead of against it. This article does a good job at outlining the areas that are ignored or overlooked more often than not when trying to shift towards an environment focused on Service. Buy-in involves the entire organization to ensure success, not just the purse-holders who have to fund it.
Many information technology (IT) organizations approach their IT service management (ITSM) and ITIL initiatives from a process or tool perspective; often expecting the organization to simply adopt and adapt to the new process or tool, or “hoping” everyone will buy in when they “see the value.”
As a result, many organizations struggle with process adoption and adaptation, limiting the value of ITSM/ITIL and possibly leading to a premature death. The answer to ensuring you gain the greatest value of your ITSM/ITIL initiatives involves ensuring you plan and design for the type and level of governance appropriate for the organization and the initiative(s).
ITSM/ITIL implementations that consider six key organizational and people factors when designing a governance framework significantly improve the likelihood of ITSM/ITIL success. These six factors include:
- Communications, Training and Education
- Executive Support and Buy-in
- Governance Structure
- Roles and Responsibilities
- Measurement and Reporting
Read Entire article at itsmwatch.com