Authorities today announced the addition of new processes to the IT service management frameworks. It’s long been recognized that many common practices have thus far been shunned in the popular ITSM frameworks. Early reports indicate numerous new processes, functions and roles are being added to the guidance. Long ignored, these newly accepted processes have been quietly slipped into the best practices. Officials have downplayed the inclusion as little more than “minor corrections”.
The newly-included processes are outlined below.
The process for determining who’s at fault when things fail. Most people think this is part of service operations, but it is actually part of the service design lifecycle phase. You should always know who to blame when things go wrong.
“Proactive indictment management reduces the time and effort required to place blame during and after major incidents, and is part of a healthy service management program” says Jeremy L, who declined to identify his company. “I’ve seen way too much effort spent in reactive blaming, when simple, best-practice planning can streamline the process”
Refuse and Diversion Management
The process of telling IT customers ‘no’ by either direct refusal or diverting their attention to another “shiny object” to placate them until they forget about their true need. Common practice is to include this informally as part of relationship management or capacity management, this newly recognized process brings focus to the practice.
The process for managing wounds gathered over the years. Seasoned ITSM professionals know how quick customers are to forget about significant service outages. This process ensures that decision-support information about each and every IT failing is available to customers at all times.
Knowledge is power. Knowledge manglement describes how to maximize the benefit to one’s self and minimize the value to others in an effort to exert superiority. The new process includes best practices for withholding, modifying, misdirection, omission, and otherwise limiting the value of information to others, especially in other departments.
Change Adverse Board (function)
The newly included function causing the most international stir is the Change Adverse Board. This board has long existed in many organizations, meeting informally in break rooms, cafeterias and coffee shops. The function of the group is to discuss pending changes and to formally compare and contrast them against “how we’ve always done it.” The board provides a great deal of organizational inertia, and effectively undermines all efforts to change.
Problem Manager (Role)
The definition of problem manager has been supplemented to include it’s more common connotation – that of an IT manager focused on IT Transformation who “makes a lot of waves.” Jessica L from ITishell said: “I once worked for a problem manager. She was always talking about how we can improve service delivery and better align with the customer. Thank goodness they finally got rid of her.”
How has the news been received?
Nigel Geil of TrainWreck, a global training company, welcomes the new additions. “TrainWreck was the first training company to include these emerging trends in our ITSM training programs. Our clients are working professionals who need and expect the very latest in ITSM practices.”
The global ITSM community is mixed on the announcement. There is far from universal acceptance. Numerous practitioners took to social media to celebrate what they see as recognition of the daily realities they face. Said one: “we’re just keeping it real.”
A consultant who asked to remain anonymous had this to say: “this announcement reflects a disturbing trend of framework owners’ to rapidly update best-practices without the traditional decades of dialog, committees, and international involvement.”
Framework owners expect full community buy-in, and are anticipating additional changes in the near future. They are seeking industry input.
Get your ideas for new processes heard by submitting in the comments area below. Please include the process name and a brief overview.