In recent discussions that I have had with a variety of senior managers such as IT Directors, Finance Directors and Chief Operating Officers, I have seen an increased understanding of the concept of Service Management, which I for one, think is great. I am seeing a good appetite to spend time and money on improving services using frameworks such as ITIL; with the belief that if undertaken pragmatically, there is a good Return on Investment to be achieved.
An enthusiasm for Service Management has not always existed with senior managers, and I still recall conversations where improving services was not deemed high priority, but at the same time, if poor service was being provided, that was rightly considered unacceptable. Hence, perhaps this new change in perception is being seen because of Service orientated businesses showing an increased level of maturity, and this is now bridging the divide.
Long may this ‘approval rating’ of Service Management continue, which leads me to think, what next? What will the discussion points be in the next couple of years? I believe that 2010 to 2012 will see an uptake of ISO/IEC 20000, but not necessarily in companies aiming to achieve the standard/certification. I believe more so in companies using ISO/IEC 20000 as a means to tangibly measure their improvements, instead of using a customised Maturity Assessment with tailored and often favourable questions. I appreciate that tailoring can be useful, especially for a company that is adapting and adopting the ITIL framework, but I see an increased need in having defined standards and raising the bar for a Service department to achieve what may initially be regarded as unachievable.
For further information on ISO/IEC 20000 click on the link.
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