Do you ever get a Big Idea? You’ll be talking or reading about ITSM and the proverbial light bulb comes on. You see a connection or an underpinning concept that you hadn’t seen before. Sometimes it appears to be an original insight, one you haven’t heard expressed exactly that way before. And very occasionally it really is novel and it really is right: you subject it to the scrutiny of others and it stands up.
It happens to me. Because I’m privileged to spend so much time interacting with some of the best minds in ITSM worldwide – and thinking and writing about what I learned in those discussions, and applying that knowledge as a consultant – it happens to me quite often, about once a year. In fact I will be presenting on some of these big ideas at the upcoming Pink Elephant IT Service Management Conference and Exhibition (PINK14).
A couple of years ago my Big idea was Standard+Case, a topic which I will be running a half-day workshop on at PINK14.
Standard+Case is a synthesis of our conventional “Standard” process-centric approach to responding, with Case management, a discipline well-known in industry sectors such as health, social work, law and policing.
The combination of Standard and Case concepts gives a complete description of ticket handling, for any sort of activity from Incidents to Changes.
Standard tickets are predefined because they deal with a known situation. They use a standard process to deal with that situation. They can be modelled by BPM, controlled by workflow, and improved by the likes of Lean IT and ITIL.
Case tickets present an unknown or unfamiliar situation. They rely on the knowledge, skills and professionalism of the person dealing with them. They are best dealt with by experts, being knowledge-driven and empowering the operator to decide on suitable approaches, tools, procedures and process fragments.
ITIL and Lean do fit this S+C paradigm, if you use them in the right situation: Standard responses. S+C extends them with better tools for non-Standard cases: Adaptive Case Management, Kanban, Knowledge Centered Support(KCS)… Better still, this S+C approach might let the ITIL and anti-ITIL camps live in peace and harmony at last.
Last year it was Slow IT. Slow IT is a provocative name. It doesn’t mean IT on a go-slow. It means slowing down the pace of business demands on IT so as to focus better on what matters, and to reduce the risk to what already exists. Think Slow Food, and more recently Slow Business and mindfulness etc.
The intent of Slow IT is to allow IT to deliver important results more quickly. It does this by concentrating on the interfaces between business executives and CIOs. Slow IT highlights the importance of Governance of IT and of Service Portfolio in order to make the right decisions to do the right things in the right way at the right time, to maximise benefit and minimise risk.
Right now the pace of change in IT is approaching human limits. Many IT shops are overwhelmed by change, drowning in projects. More are overheating: working at lunatic pace because the IT community convinces us we have to. Slow IT challenges the hysterias and fads of IT to ensure that these results are really needed as quickly as we think they are. Slow IT is about trying to introduce more measured responses, to bring some sanity to the current dangerous madness that is organisational IT (you can read more on this here).
I’ll be presenting on Slow IT at PINK14. In addition we’ll talk about my Meet-In-The-Middle strategy to address the Slow IT issues by offering a quid pro quo: Fast IT. If the organisation will slow down the demands on IT, IT will have the breathing space to implement approaches to respond faster, such as Lean, Agile, DevOps, and good old CSI. Right now too many IT teams are so flat out serving the business they don’t have the bandwidth to introduce better methods properly. It’s the old catch-22 of being so busy putting out fires that you can’t improve fire-fighting or fire-safety. Slow IT takes off a bit of pressure, giving the team some headroom, to make improvements.
I hope to see you at the Pink Elephant ITSM conference. I’m honoured to be assembling some of those great ITSM minds at the Pink Think Tank, to address one of the biggest issues facing IT today: how to manage a multi-sourced IT value chain. We’ll be looking to produce tangible actionable advice, so look out for the results. I have a feeling it may be the catalyst for my next Big Idea.
What do YOU think the next “big idea” will be?
Find me at PINK14:
- Sunday 16th February at 4pm – The Cult Of The Customer: Should It Always Be “Customer–First”?
- Monday 17th February at 1pm – Slow IT: Meet in the Middle (MitM)
- Tuesday 18th February at 10.30am – Raising IT: Don’t Let IT Fall Victim To Bad Parenting
- Tuesday 18th February at 1pm – Pink Think Tank Summary – What TheyReally Talked About Behind Closed Doors
- Wednesday 19th February at 1pm – Standard + Case