Published:
January 08 2009, 12:33 PM
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by
Robert Stroud
I was in the heartland of the U.S. last week, well Chicago actually, visiting with organizations that are leveraging ITIL®. The interesting question of the week that was asked 4 times in 2 days is: "Why doesn't ITIL come with a set of sample implementable processes?" Isn't an incident at a manufacturer solved in a similar manner at a financial company? Armed with the question, I asked some ITIL customers this week to describe their incident resolution processes. Guess what? They were in fact very similar though their organizations were in totally different verticals.
ITIL is 20 years young and, although it is a framework, I agree that some more prescription is precisely what is required. I have expected it with the ITIL complimentary library that has taken some time to surface. At CA, we acknowledge that you are looking for prescription and we have added content to our offerings such as Service Catalog and Service Desk Manager with the objective of getting your implementations generating rapid time to value.
We need to go beyond simply automating ITIL processes. Don't get me wrong, that is important. But the consumers of our IT-enabled business services are looking to, well, consume services to do their job. What we need to automate is services. I believe this is the next frontier. We need to deliver industry standard business services such as ordering devices (i.e. a Blackberry, mobile phone, laptop), and on-boarding an employee--out of the box. If you think about it, these services don't vary much by industry. Standardizing and automating them would be the start of IT understanding the end-to-end business service delivered that allows us to attach, measure and monitor service levels that matter to the business. What is the value to IT? The closer we get to the business, the more value we can add and the better the perception of IT...the more budget we get, the more value we can add...
By: Robert Stroud
Robert Stroud serves as VP and as Service Management, Cloud Computing and Governance Evangelist at CA Technologies. Robert also serves as an International vice president of ISACA, is part of the Framework committee and was the former chair of the COBIT Steering Committee. Robert also serves on the itSMF...
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Published:
January 07 2009, 10:32 AM
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no comments
by
Robert Stroud
I've previously blogged about the importance of getting involved in professional organizations--here is your chance!
The itSMF USA is seeking industry experts to participate in the annual convention Fusion 09, which runs from September 20-23, 2009 in Dallas, Texas. If you have a best practice or success story to share, I'd like to encourage you to answer the call for presentations. The deadline is fast approaching!
Complete details on the submission requirements and deadlines are available at http://www.itsmfusion.com/speakers.aspx.
"For Texas-sized savings," you can register for the conference by February 28, 2009 and save $400 off the full convention registration price.
By: Robert Stroud
Robert Stroud serves as VP and as Service Management, Cloud Computing and Governance Evangelist at CA Technologies. Robert also serves as an International vice president of ISACA, is part of the Framework committee and was the former chair of the COBIT Steering Committee. Robert also serves on the itSMF...
Read More..