The tail wags the dog. The software package insists on, or is configured to insist on, meaningless statuses and priorities, so they're filled in arbitrarily.
The service desk suffers particularly from having tools that make it easy to measure something. Whatever that something might be, when it is measured and rewarded, behaviour will follow.
The behaviour will follow the something - most certainly not the something else that the business, the management or the customers actually value.
One good exercise, to drive this problem home, is to run a simulation, or a thought-experiment simulation, where the software tools have all broken. The aim is to develop tools on paper, or laminated cards, or similar mechanical devices that allow proper handling of incidents. [the HP/AXELOS/G2G3's race to results simulation does just this]
Quite a lot of the ITIL advice turns out to be essential. Quite a lot of the stuff that software tools do turns out to be of no value at all.
It is a good way of demonstrating the wisdom inherent in ITIL, which is the value it gives to service management and service governance.
The solution to this situation lies in understanding exactly what the value of a particular incident is to the business and how best to react to mitigate the damage and then, only then, deciding how to design the process and software to support it.
As always, if you don't spend time, effort and money on working out exactly what the requirements are, you'll end up spending much more trying to fix the mess your assumptions have made.
First understand requirements. Then, iteratively, work to produce the best design you can. Then measure how it meets the requirements - don't measure things just because they're there or easy to measure - and improve what you're doing so it meets those requirements better.
Plan - Requirements - Design - Deployment - Operation - Improvement - Plan is not as snappy as Plan - Do - Check - Act, but it's more acurate: PRDDOI rather than PDCA.
- University of Natal, Pietermaritzburg, BSc. 1979
- Major Subjects; Maths & Physics
- ITIL V2 Manager’s Certificate in IT Service Management
- ITIL V3 ITIL Expert Certification
- ISO20000 Consultant’s Certificate Management
- Fellow in Service Management (FSM)® (prISM)
- Certified ISEB instructor for ITIL Foundations + Service Manager courses
- FISM - Fellow of the Institute of IT Service Management
- Marketing and Business Development Director itSMF International
- Marketing Director itSMF South Africa
- Member of itSMF South Africa Western Cape
- Policy Consulting - start up organisation
- Service Governance
- Business Analysis
- OpenView Network and System Management; design and implementation.
- Secure web implementation.
- HP Service Desk implementation.
- Application, System, and Network Consolidation.
- Business Disaster Recovery process consulting, implementation and testing.
- ITIL process management (practical consulting delivery):
|Service Portfolio||Service Strategy||Service Desk|
Specialties and interests
|ASM||Adaptive Service Model|
|Service Governance||Business Analysis|
|KPI||Metric Design and Implementation|
|I have never been further|
|north||Helsinki 60°10′15″N 024°56′15″E|
|south||Dunedin 45°52′S 170°30′E|
|west||Sausalito Coordinates: 37°51′33″N 122°29′07″W ]|
|east||Rotorua 38°08′16″S 176°15′05″E|
|... and higher than 3.050 m|
|... and faster than 320 kph (on the ground)|
Adopting Service Governance
|ISBN: 978-0113314652||ISBN: 978-0113313914|
|Webinar: Adopting Service Governance: Governing portfolio value for sound corporate citizenship||Review in International Best Practice|
|Issues in corporate governance and service governance as a solution|
|AXELOS interview with Peter Brooks|
|Service Governance in the Cloud|
|Adopting Service Governance - Governing portfolio value for sound corporate citizenship - AXELOS 2015 ISBN: 978-0113314652|
|Collaborative Consulting – TSO 2013 ISBN: 978-0113313914|
|Review - Ivor Macfarlane|
|An Integrated Requirements Process - Governing Cost & Risk in Business Analysis - itSMFsa 2013 ISBN: 978-1490489162|
|Review - David Lowe|
|Review - Karen Ferris|
|Metrics for Service Management: Designing for ITIL – VHP 2012 ISBN-13: 978-9087536480|
Metrics for IT Service Management – VHP 2006 ISBN-13: 978-9077212691
Definition of Service Governance
Service Governance describes the means of achieving effective corporate and portfolio governance, within the ‘comply or explain’ framework, by designing the service portfolio as the overarching management system that monitors & controls corporate financial performance & value delivery.
From '''Adopting Service Governance''' http://service-governance.org/index.php?title=Category:Best_Practice Service Governance - Best Practice