Why do things go wrong in IT service management?
David Ratcliffe is the co-founder and president of Pink Elephant Inc., a premier global training, consulting, and conference service provider. With 12 years of corporate IT experience, David transitioned to consulting and training in 1986 under the mentorship of Malcolm Fry in the U.K. He played a key role in contributing to the first version of the ITIL framework and delivered the very first ITIL Foundation course in North America in 1997.
As a prolific blogger, industry commentator, and frequent speaker, David offers practical solutions in the areas of IT leadership and IT service management (ITSM).
He was also recognized as one of the "Top 25 Thought Leaders in Technical Support and Service Management" by HD
https://www.techtarget.com/contributor/David-Ratcliffe
https://blog.pinkelephant.com/author/2
Key ITSM Frameworks
I recently listened to the first podcast on Humanizing IT from Hit Global and found it very insightful. The message shared by Katrina and Wesley strongly resonates with my own views on the operation of IT Service Desks and the interaction between IT departments, employees, and customers. I highly recommend listening to the entire episode.
There are several parts of the discussion that I would like to explore and share my thoughts on.
The notion that "one size fits all" in IT Service Management (ITSM) implies that a single framework, methodology, or set of best practices can be universally applied across all organizations and situations.
I had always believed that the ITIL framework was strict and rigid, promoting a "one size fits all" approach. However, after listening to David, I realized that while ITIL was initially developed as a "process-driven model," it was always intended to be implemented in a more diverse capacity. The issue was that people needed to read between the lines to tailor the implementation to their specific needs, but they were often not equipped to do so.
David said "Todays ITSM need to look at People, Process, Technology, Partners a whole Eco System around processes". I would add that they also need to start bringing Empathy, Respect, Ethics, consciousness and emotions as main components of the design and implementation.
Humanized Employee Experience - HEX - an Introduction
One of the questions Katrina asks and talks about a lot. "Do users what a Great experience, is GOOD, GOOD enough. For me Good should the the the minimum, the starting point we should always strive to have the great experience, and the great experience dose not have an expensive price tag but dose require a lot of work and all parties need to drive in that Direction
David talks about the three R's RESPONS, RESULUTION, RESPECT. these are for me the very bassline for a good IT service desk and can be built on to go above and beyond that users needs and expectations.
In Katrina's book she defines two person's the user and customer
User: The person using the technology to deliver value to the customer
Customer: The person that deriving value from the business services
I would disagree on this slightly and would define three persona's and not just two
User: The IT department and administrators that deliverer and manage the Platform's and services to customers
Internal Customer: Company employees that use the Platform's and Services to deliver and manage the services provided to business partners.
External Customer: The business partner who consume the Platform's and Services provided.
