The ABC of ITSM: Why Building The Right Process Matters

Attitude, Behaviour and Culture (ABC) - this sets out to ensure that the human aspect of ITSM and service delivery matches that of the IT implementation.

This article has been contributed by Ben Cody of Serena Software.

In my previous piece for The ITSM Review, I examined the state of general dissatisfaction with ITSM tools at the moment.

In doing so, I wanted to question why a positive dedication to “process” should be at the heart of how organisations solve complex (and simple for that matter) IT services challenges. This time around, I want to look at the human element of process.

The new ABC

ABC (for the purposes of our story here) stands for Attitude, Behaviour and Culture — basically, this sets out to ensure that the human aspect of ITSM and service delivery matches that of the IT implementation.

One area that can help ITSM professionals today is to look at their approach to ABC in a new light, based on understanding the wider processes that are in place.

Re-evaluating processes gives ITSM teams the opportunity to look at their own ABC successes and issues again. It also represents a chance to examine how these ABC milestones can be used to improve wider service within the organisation. Without the right elements in place, those individuals working on the service desk may not be able to deliver what the business expects and requires of them. More importantly, changes within the organisation won’t be successful.

ABC is equally important when it comes to inter-team communication, as the hand-off between teams can be affected by differences in approach and behaviour. If one team is performing well on its own terms, but its output goes through another group with motivational challenges or a different work method, then the initial team’s work may be viewed as not meeting the overall requirements of the business.

The release management black hole

This can be seen in the ITSM world when an application implementation is not completed successfully across to the complete scope and breadth of the organisation. The application itself has been written to specification, thoroughly tested and was ready to go — but the team responsible for managing help-desk calls may see a massive spike in users getting in touch. In this example, the release management process has not been completed successfully, which leads to issues getting raised with the help-desk team and poor perception of IT in general.

Nothing was wrong in the development phase and the ITSM function can provide a great level of service — however, what users remember is that there was a problem in the first place.

In the user’s mind, IT is seen as being one complete unit, yet this is not often the case. Most teams within large organisations are broken down into project and technology teams, depending on how they have evolved over time. Responsibility is split across these different teams and each can have its own approach to managing work based on how it is led.

Achieving some kind of level of “unity of approach” and getting each part of IT to buy into a common set of values is a significant challenge. The responsibility for this should sit with the CIO as part of their leadership role. As business requirements change and IT has to evolve to support new demands, so getting the right processes in place to complement the right ABC is therefore critical. Changing or amending behaviour at the individual level relies on how much people buy into what is being put in place at the process level, too.

Process and ABC: a two-way street?

On the individual attitude and behaviour front, there has to be an understanding across the IT team responsible for delivering a service of how their section fits into the wider business process. This can be as simple as letting each individual know how their work contributes towards a key performance indicator or meeting a service level. For organisations that already have some degree of joined-up processes, the information given back to people can be much more granular.

At the same time, this emphasis on process can be used to remove manual work where it is possible to take it out. In the example above, automating the release of an application that has been developed and tested properly, rather than relying on ad hoc scripting and manual labour, could remove the potential for things going wrong. Not only does this speed up the process overall, it also makes the whole IT team concerned with that installation appear to be part of a uniform and co-ordinated strategy to the business.

For organisations with ABC challenges, looking at “process hand-overs” between teams is the simplest way to evaluate where these problems start and why. Is this an issue with an individual, a team or with the wider IT function within the organisation? Depending on the level at which the problem is occurring, this will change how the ITSM team looks at their processes in a new light.

The attitude and culture that a company has in place will have an impact on the overall process that is being completed — if employees feel valued and trusted, then they are more likely to care that the results of their work are good. At the same time, design of a process can affect ABC as well — a well-designed process that is fit for purpose, automated where it needs to be, and running well should support employees in achieving job satisfaction.

The business-to-IT connection challenge

One of the most common complaints around IT is that it does not match up with the business. Traditionally, IT has been separate to business functions based on the availability of the skills that were required to understand and run the technology department. This is changing with the advent of cloud computing and the growing understanding of IT within the business itself. But whether organisations want to embrace a cloud computing approach or not, the fact is that ITSM professionals have to realise that their service delivery is being judged against a different yardstick. Whereas previously, IT operations and services would be based on what direct competitors are doing, now it is more likely that the business will look at what consumer websites and portals are able to deliver.

This change in emphasis and the need to keep pace with what the business expects from IT, makes looking at ABC more important than ever. Service providers have the mantra in place that “the customer is king” – even when they either don’t know what they want, or are actively looking at the wrong approach. For ITSM, this means looking again at their attitudes to managing users and where this may have to change in future. As cloud continues to attract interest, IT will have to learn lessons from the service provider world.

Ben Cody, Serena Software
Ben Cody, Serena Software

Managing ABC in this environment should theoretically be easier — after all, IT and the business are both part of the same company. However, there can be this barrier between the two that has to be broken down. If it is not, then IT risks either remaining as a support function with little value, or instead being replaced with outside tools and services instead. This would do ITSM a grave disservice, as it should be obvious that internal IT teams have not only the interest of the organisation at the front of their minds but also the most in-depth knowledge of what the business really requires. What does have to change is that understanding of service delivery from the business perspective.

Hand in hand with this ITSM imperative is the need to get the business function’s perception of IT to change. The attitude and behaviour of the business towards IT is just as important as IT’s own ABC i.e. without the willingness to embrace IT as a strategic part of the corporate decision making process, there can be no real change in approach across ITSM. IT can aim at being customer-centric as much as possible, but if the IT team is not involved in the decision-making process from the outset, then this will remain a largely unfulfilled ambition.

Analysing the role of IT across the business process is the best way to achieve the much-needed inclusion that we must achieve here, alongside aligning the culture of the IT team with that present across the wider organisation. By understanding how work goes through the business and the ITSM resources required to support that flow, IT can claim its place at the table.

This article has been contributed by Ben Cody of Serena Software.

Is Your Approach to ITSM Working? – An Alternative to Rip and Replace

Integration as an Alternative to Rip and Replace

Ben Cody of Serena Software contributed this article.  If you would like to guest post on The ITSM Review please contact us.

When I speak to organisations about their approach to IT Service Management (ITSM), there is no doubt that there is an undercurrent of dissatisfaction. From exorbitant upgrade quotes on ITSM solutions, frustration at not getting the reports that they want from the systems themselves, or just simply not being easy to use, organisations using ITSM solutions don’t seem to be happy.

These IT organisations are often looking for ways to transform their operations and be more service-oriented. However, they are finding that their own ITSM systems and processes severely impede their efforts to meet this goal. Far too often, providing services outside of the “break-fix” realm seem to be beyond them. In a recent study conducted by Forrester Research and itSMF USA, one out of every five ITSM professionals surveyed said they were ready and working to switch ITSM solutions.

This internal frustration can also be felt within the wider business: if the ITSM system is difficult for the professionals that live with it every day, then the rest of the organisation stand even less of a chance of getting what they want. If you find yourself nodding at this point, then it appears that you have two options open: either consider a system upgrade, or a wholesale shift to a new solution. Both can provide opportunities to improve service, but also have their own drawbacks.

Moving up to the latest version of your existing ITSM solution can provide an opportunity to change processes, or look at opportunities to improve service. However, the cost of upgrading an existing service desk implementation or retrofitting it to meet demands for new services can sometimes outweigh the cost of replacing it. In this case, it’s time to analyse the overall cost and whether it is time to make a switch.

No need to rip and replace?

As part of this process, there may be some middle ground available. If you can live with your existing service desk tools for now, then one approach to consider is augmenting them with solutions for the wider management of ITSM.

At the heart of this approach is the requirement to look at the processes involved for managing ITSM: do they meet the needs of the service desk team, the wider IT function and the overall business? For example, the service desk analysts might be getting on fine with the tools that they have, but end-users could still be left in the dark on status requests and progress of work. In this case, improving the process management side would involve building out the business users’ single point of contact with your IT organisation.

By delivering a sleek unified service request portal, your IT team can not only provide your employees with a means to gain instant status updates on their requests but it also provides a way to showcase the breadth of IT and business services that you have to offer. Not only would this improve the face of IT to the business, it could also be used to build in some self-service elements around common tasks as well, reducing calls to the service desk and therefore cost.

At the same time, this approach also provides you with a process management platform to automate and deliver additional IT services that build on the service desk. This will go a long way in improving business satisfaction with IT. As all requests are funnelled through a common demand management framework, it is easy to have a single view of all work requests, for your IT managers to quickly spot resourcing issues, and for your executives to effectively track your IT organisation’s performance against Service Level Agreements (SLAs).

What this really points to is that ITSM has to show the same level of understanding around business process and requirements that the rest of IT has built up. Rather than focusing inward and just making sure that the ITSM basics are covered, consider establishing greater automation and orchestration across the IT service delivery process life-cycle, wider IT functions and business processes involved, as the value delivered by undertaking this is far greater than sticking with your existing approach.

Evaluating ITSM solutions? Questions to ask

Here’s a ten-point checklist to consider while evaluating alternative ITSM solutions:

Ben Cody, Serena Software
Ben Cody, Serena Software
  1. Does the solution come with pre-packaged ITIL v3 verified processes?
  2. Does it provide you with the flexibility to change or add processes to match how you actually deliver IT and business services – without having to bring in an army of vendor consultants to make those changes?
  3.  Can it integrate ITSM processes and deliver full visibility into the status of issues and workloads through dashboards and configurable reports?
  4.  Does it include an integrated Configuration Management Database (CMDB) so as to deliver contextual information that can speed incident and problem investigation?
  5.  Does it provide intuitive forms and screens that improve user satisfaction and agent productivity?
  6. Can services be easily categorised and presented to your users in a single view?
  7. Is there a central portal that funnels all business requests in to IT, including development and operations?
  8. Does the solution deliver stellar self-service capabilities?
  9. Does it provide a robust process management foundation that can be leveraged to automate and streamline other core IT processes and services?
  10. Do you have the flexibility to deploy the solution on premises as well as in the Cloud?

Ben Cody of Serena Software contributed this article.  If you would like to guest post on The ITSM Review please contact us.