Define Measure Acheive. Repeat


Archive for October, 2009

Keeping IT Real– risks of low maturity in incident, problem & change.

October 22nd, 2009

Risks for Organizations with Maturity less then Level 3

There are risks for organizations that operate in the Level 1-2 maturity range. If there is a plan to develop and mature the practice(s) to level 3 or higher the risks are somewhat mitigated. However, while at a level 0-2 some of the key risks to consider are:

Service Desk and Incident Management

  • Perception of IT as a whole is lowered and considered not customer focused
  • There is a danger of negatively impacting external customers and their perception of the business
  • There are costs (financial, reputational) when the business is interrupted while users and major services are down
  • There is an inefficient use of skilled IT technical resources
  • There is little incident reporting data because most of it is inaccurate and consequently little basis for improvement
  • Many of the same incidents are resolved repeatedly (re-inventing the wheel)
  • There will be a risk of high Staff burnout and high turnover of support staff

Change Management

  • The infrastructure is very unstable and has long term performance issues
  • There are frequent outages following unauthorized changes
  • Project implementations are delayed because changes cannot be coordinated
  • There are many failed changes that cause incidents
  • The requirement for changes outstrips the capacity to implement them
  • Support for third party applications expires due to inability to stay current

Problem Management

  • Common incidents are resolved repeatedly, lowering customer satisfaction and inflating support costs unnecessarily
  • Re-inventing the wheel when sporadic incidents occur over longer periods of time
  • Frequent interruptions or degradation of service
  • It is difficult to introduce new services when unknown errors may jeopardize the implementation.
  • The change practice gets bogged down due to higher rates of failed changes
  • Due to a lack of work around information the Service Desk regresses to a call dispatch function.
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Maria Ritchie Uncategorized , , , , , , ,

ITIL maturity - where do you want to be and why.

October 6th, 2009

As a rule, a practice is not considered mature unless it is at a level 3 or higher. This means that the single practice is mature enough to be working as designed and is being used by all relevant stakeholders. It also means that the data it is generating is mature and can be trusted for decision-making.

At Level 3 the practice has control points that provide management indication when and if intervention is required. The practice is end-to- end and collaboration across departments has been optimized. For many organizations reaching Level 3 seems to be the end of the journey.

However, the value proposition of an integrated ITSM practice approach is that when practices reach Level 4 they begin to interact with each other. This provides the ability to share common data and provide insight that is not available at Level 3.

By working cooperatively the practices become more efficient and effective and whole becomes greater than the sum of the parts. Level 4 is the desired target state for the practices in scope for most organizations.

A maturity of Level 5 is often seen in single departments but rarely across all departments. The effort required to get to this level of maturity is high and costly.

Many organizations do not have the ability or desire to reach Level 5. That is ok and not all organizations will have business need for this level of maturity.

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Maria Ritchie Uncategorized , , , , ,