So I’m just returning from Knowledge15, ServiceNow’s annual user conference. The highlight for me was definitely Fred Luddy’s Keynote, since the journey from a struggling startup to one of the hottest public software companies. Hearing the vision of self-service and automation Fred had back in 2003 got me to stop and think about how most companies have adopted ServiceNow, or any ITSM tool lately. It still seems most companies are still just using it for Help Desk Queue Management, and failing to take full advantage of the power and benefits of “Service Management”.
There has been a growing trend that ITSM implementations need to be “Lean”
The problem is it doesn’t create a stable foundation for IT Service Management. Implementations frequently end up with an overly complicated Incident process, a poorly defined Problem process, completely under scoped Change process and an asset import for Configuration that has no relationship (if they even get that in place).
In no way am I suggesting “boiling the ocean”, I also believe organizations don’t need to take 5+ months to deploy an ITSM tool and instrument process improvements to see organizational efficiencies gained. However, deploying without the basic tenants of agility will be a complete fail. Some of these tenants are;
Any organization not focusing on enabling their internal business partners is on a path to being irrelevant.