Define Measure Acheive. Repeat

Archive

Posts Tagged ‘Maturity Assessment’

Signs that a Service Management Initiative has Stalled

November 8th, 2010

Continual Service Improvement is the fuel that provides long term momentum for any Service Management initiative. The fuel of momentum is vital; great IT Service Delivery is a journey that can take months and sometimes years to reach the productivity and cost savings that were sold at the beginning of a project. 

Many Service Management initiatives stall soon after the beginning because, as we try to achieve efficiencies we generate organizational resistance (the human condition is that most of us resist change) and if we don’t have the ammunition to overcome the resistance then the project stalls, inertia overtakes and the Service Management initiative never has the opportunity to reach its potential.

Signs that a Service Management Initiative has Stalled:

You implemented a Service Management tool a few years ago and you have not performed any significant customizations to the tool since it was implemented;

You implemented a couple of practice areas (Incident, Problem, Change) but have not been able to move much beyond those areas due to time and cost restraints;

You did a Process Maturity Assessment over a year ago and have not completed a re-assessment to measure the differences over time;

You generate reports for management but there are no defined ‘next steps’  to improve service after looking at the information;

You survey your customers but do little with the results of the survey;

You are not sure what the business outcomes are for a successful ITIL or ITSM Practice;

And if you do know the business outcomes, you are not sure whether you are meeting them.

  • Share/Bookmark

Charles Cyna Uncategorized , , , , , , , , ,