ITIL is fantastic and it is probably that you already interact with companies using some of its methodology or you are doing so within your organisation.
- But how’s it going?
One thing we find with ITIL is that in the midst of trying to align processes to the ITIL framework, potentially to achieve ISO 20000, many organisations loose sight of why they are implementing it in the first place. That being service management.,
Did anyone read the register article in the register about “Water melon metrics”? http://whitepapers.theregister.co.uk/paper/view/2134/ – http://whitepapers.theregister.co.uk/paper/view/2134/
This is a fantastic analogy they provide for systems monitoring but can be equally used for many IT Service Management platforms and operations teams which describes when “your monitoring dashboard is a sea of green, but the phones are ringing and the directors are on your back, you have a watermelon problem. Your users just expect your services to work, regardless of how complex and interdependent the back end apps, servers, networking and storage are. “
You are measuring your IT services using watermelon metrics, they are green on the outside, but red on the inside.
Many organisations have implemented monitoring for specific servers or infrastructure components but these are managed in silos rather than showing the end user experience.
By concentrating on IT based KPIs and monitors it is very easy to be lead into a false sense of security by measuring values such as uptime, availability, tickets breaching SLA, etc and to make matters worse many out source serviced providers are incentivised on these values.
While all these are important for the IT operations team and management as internal measure from an end user perspective it has very little meaning if THEIR needs and expectations are not being met.
These measures can be more subjective than objective requiring a more customer led approach to building the necessary relationship and could include measures such as:
- • Their top 3 issues resolved in the period such as printers, support, kit on-‐site, etc
- • Communication, how they perceive the information flow about the systems, services, changes, etc have been conveyed to them
- • Proactivity, how well are IT able to proactively support the business needs
Service quality, how good is the perception of the service received from IT
By getting back to the reasons for implementing ITIL to keep the lights on and service the users rather than seeing it as the end goal, the phones will stop ringing and directors will stop knocking as they are seeing that their needs are being met.
Want to know more, come and have a chat with an Imperator.