ITSM: It's About Managing Change

ITSM:
It's about managing changeImplementing ITSM is as much an educational and change management task
as a technology task; to ensure its success, IT executives must obtain executive
and broad organizational support, engage IT staff responsible for both
managing and executing ITSM processes, and overcome resistance to change.
It's also critical that the organization address its competencies, rather than
merely skills, and ensure that the changes it implements are internalized.
the short-term impact of an ITSM implementation andExecutive summary its ROI - both anticipated and, eventually, actual.IT Service Management (ITSM) is a proven and In some cases, IT executives may wish to leverageeffective framework for helping IT organizations external change agents to speed implementation andbecome more adaptive, flexible, cost-effective, and maintain momentum once organizational support isservice-oriented. It does this by driving fundamental obtained.change within the IT organization, from how itmanages its processes, technology assets, vendors and It's also critical that ITSM training be leveraged as andeploys personnel, to how IT staff view their ITSM implementation tool; in this way, betterorganizational roles. understanding of ITSM principals can help theorganization define and refine processes, secure buy-inImplementing ITSM is therefore as much an and support, and recruit leaders who will ensure theeducational and change management task as a success of the ITSM implementation. An effectivetechnology task; to ensure its success, IT executives training program can also help IT organizationsmust obtain executive and broad organizational identify potential resistance to change and win staffsupport, engage IT staff responsible for both managing support. and executing ITSM processes, and overcomeresistance to change. It's also critical that the ITSM provides the tools and templates to transform ITorganization address its competencies, rather than organizations into adaptive, service-oriented entitiesmerely skills, and ensure that the changes it that contribute measurable results to the business. Thisimplements are internalized. white paper describes critical steps IT executives musttake to prepare for change and manage an ITSMThe IT organization must start by articulating ITSM's implementation to maximize its value and ensure that itvalue to the organization and obtaining executive-level achieves the full transformational effect it is capable ofbuy-in. This is accomplished by a communications delivering.program that, among other elements, articulates both
2ITSM: it's about "Corporations cannot
managing change respond flexibly and quickly
There was a time when information technology to markets, customer demands,functioned as a set of discrete tools supporting discretebusiness processes. That is no longer the case. For and regulatory obligationscorporations today, critical business processes are unless they are supported byhighly dependent on and integrated with IT; the twoare essentially inseparable. The demands on corporate flexible, reliable, service-IT executives have therefore become both broader andmore exacting. While raw system performance, oriented IT infrastructures thatreliability, and cost effectiveness is still crucial, it is nolonger enough: the corporate IT service delivery are tightly focused on meetingorganization must also support highly adaptable, the needs of the corporations'measurable, scalable, consistent and controllable ITprocesses that are tightly coupled with the business internal customers."processes that rely on them. Yet like all tools, ITIL-defined processes are limited byIT Service Management (ITSM) is a proven and how effectively they are used. In particular,effective framework for accomplishing this. But the implementing ITSM as a set of discrete, tactical toolsreason ITSM is so effective is that it drives fundamental without simultaneously reengineering IT processes self-change within the IT organization, from how it limits the effect of ITSM. manages its processes, technology assets, and vendorsto how it deploys personnel. Yet the majority of IT organizations are vulnerable toapproaching ITSM in precisely this way. Typically, ITImplementing ITSM is therefore as much an organizations were founded and have subsequentlyeducational and change management task as a evolved along functional or architectural componentprocess... [download for more]