HDI and itSMF Combining Forces

From the editor:

The Help Desk Institute (HDI) and the IT Service Management Forum (itSMF), which you are probably familiar with if you work in IT Service Management or ITIL, announced on Tuesday that they will work together to produce industry conferences in 2011 and 2012.

In the past, each organization offered its own conference and expo, but I think the joint effort is a wonderful idea. By pooling their resources together, HDI and itSMF will be able to offer great content to a large audience, which will help attract sponsors and exhibitors (like us). Sponsors and exhibitors will also like the fact that they only need to do one event each year, instead of attending one conference for each organizations.

Attendees will also benefit, because they will be able to learn about a wide variety of products and solutions from exhibitors, as well as hear from industry experts from an organization they might not have been exposed to in the past. Plus, if attendees had interest in attending conferences from both companies in the past, but had trouble justifying the expenditure to their bosses, they can now get the best of both worlds at a single location.


“Owning ITIL” Review

Martin Thompson of ITAM kindly took the time to read and review the new book, “Owning ITIL,” written by Rob England (who you may know as the IT Skeptic). England promotes trying to find a more down-to-earth approach to ITIL that will, hopefully,  increase its success in your organization. However, according to the review, England leaves out feedback from the industry or clients on his recommendations. Click here to read the full article from ITAM.

image from mikekorn at rgbstock.com

ITIL Will Make You Rich…

sort of.

A recent article on Forbes.com debates the differences between a “rich” IT organization and a “poor” IT organization (and we’re not talking about money). Richness, in this sense, describes an IT organization that performs at a high level while maintaining a strong budget and standing in the enterprise. Poor organizations might also get ample budget allocations, but the difference is that they don’t spend the money as strategically as the rich organizations, which work to cut waste and operate more efficiently.

There is one phrase in the article that I think sums everything up very nicely, and it describes one of the main benefits of implementing ITIL.

If you define your IT organization as enabling the business, that’s an indication you’re headed in the poorer direction. When you have organizations that talk about how IT contributes to the business and makes it transformational or directional, that’s an early indicator the attitude of the CIO is pointed toward the richer side.

Hopefully this CIO’s attitude is pointed in the right direction due to the best practices of ITIL.  More than simply enabling the business, ITIL takes it a bit further, providing guidance on how the business can use IT to bring about growth, change and transformation. ITIL also:

  • Improves IT Services
  • Reduces costs
  • Improves customer satisfaction
  • Improves productivity
  • Improves the use of skills and experience
  • Improves the delivery of third-party services

According to the Office of Government Commerce, these benefits help IT go from just enabling the business to playing an active role in helping the business meet goals and provide services and benefits.

Is your IT organization rich or poor?

Accepting ITIL

Having trouble getting IT to accept ITIL?

Almost everyone has heard of the idea that change can be hard to accept. This sentiment often holds true when an IT organization decides it wants to move toward an ITIL-focused operation model.  A primary factor for the potential resistance is the cultural change that implementing ITIL usually requires – the culture of service management and providing business value to the people.

A recent ITSMWatch article by Kristy Smith recommends using the Eight Stages of Cultural Transformation by John Kotter to create a communication plan that will encourage buy-in and assist with the transition to ITIL. Kotter’s eight steps are:

  • Establish a sense of urgency
  • Create the guiding coalition
  • Develop a vision and strategy
  • Communicate the change vision
  • Empower broad-based action
  • Generate short-term wins
  • Consolidate gains and produce more change
  • Anchor new approaches in the culture

Read the full article for explanations on the eight steps and how you can more effectively encourage culture change via a communication plan.

Hurdlers photo from Wikimedia Commons


ITIL Qualification Credits

The ITIL qualification scheme is made up of several qualifications from Versions 1, 2, and 3, as well as complementary qualifications like Service Catalog. Each time you study for a new qualification and pass the required exam, you are awarded a certain amount of ITIL credits, which can be used to qualify for advance qualifications such as ITIL Expert or ITIL Master.

There are certain stipulations to the credit system, however, that make it a little more difficult to keep track of your progress. Two qualifications with overlapping content will not qualify for full credit, for example. The regulating body of ITIL designed the qualification scheme this way to encourage practitioners of ITIL to get training in all areas of ITIL.

If you are unsure how to calculate your credits, the APM Group has put together a handy profiler tool, which allows you to enter your qualifications and view the numbers of credits you will receive for them. Just click on the qualifications you’ve already earned, and then you’ll be able to see what areas are your strengths and weaknesses.


Service Desk Management

Looking to learn more about service desk? Tune-in to the Service Desk Management Summit on August 10-11 for 8 free web seminars. The seminars, presented through BrightTALK, will emphasize  ITIL frameworks and managing a streamlined data communication system.

You can attend as many or few seminars as you want. Did I mention they are free? Some of the topics include:

  • Service Desk Virtualization
  • Client Satisfaction
  • Managing a Globally Distributed Service Desk
  • Getting the Most from your ITSM Solutions

Sounds like there will be a lot of useful information presented by knowledgeable individuals. Click here to visit the event page and read more about the presentation.  Lets us know if you learn anything new or particularly interesting!


Resistance to ITIL

Based on a survey of ITIL practitioners and discussions group users, GamingWorks, a Netherlands-based company, gathered a list of the top types of resistances encountered by practitioners on ITSM improvement programs. Here are the top 10:

  1. lack of commitment from management
  2. people say they will do something, but don’t
  3. pessimistic view of ITIL and its effectiveness
  4. lack of a continual improvement cycle
  5. when people think ITIL itself is an objective, versus a means for achieving something else
  6. IT not understanding the business needs and operations
  7. resistance to change
  8. no specific value
  9. “throwing ITIL solutions over the wall and hoping that people will follow them”
  10. when other issues have “higher priority” compared to implementing ITIL

You can read more about these ten “resistances” on the GamingWorks site.

Have you ever encountered these problems within your organization?


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