Organizational Change and Configuration Management

March 31st, 2014 No comments

According to a 2008 McKinsey & Company research study, they found that only about 30% of Change programs in organizations succeed and achieve their goals. Additional research by IBM in 2008 and in 2010 found similar statistics and more importantly, the IBM study found that 79% of CEOs anticipate even greater complexity ahead with more than half of them in doubt about their ability to manage it. These studies and metrics are about Organizational Change but think of them in terms of the impact it has on running an IT department within the larger enterprise. Will “fiefdoms” be broken down or established/reinforced? Will communication improve or worsen? Will all this need for “Change” and failure to achieve it create more confusion or less? Configuration Management seeks to provide insight to business outcomes and help with informed decision making along that same basis. How can Configuration Management initiatives succeed if they or their predecessor efforts don’t address reinforcing governance mechanisms, sharing/communicating a storyline to get core buy-in from everyone or ensuring that not only does everyone understand their role but more importantly, they understand it in terms of what it means to the broader objective that leadership has in mind. Read more…

Configuration Mgmt in Oslo & Stockholm…

March 19th, 2014 No comments

As I referred to in the previous post, I recently spent some time (8 days to be exact) working with folks in Norway and Sweden. I was invited to attend and participate in three sessions at the itSMF Norway 2014 Conference and Expo and was then asked by the itSMF Sweden chapter to fly over from Oslo to conduct a couple of sessions there for their itSMF members. Besides having several wonderful hosts that made the trip pleasurable and possible, it was lots of fun to meet a whole new group of people outside of the United States and see how they might do things differently and learn from them. In turn, hopefully I imparted some knowledge on them during my sessions and they too will grow.

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That’s a bold move… “Free Service Desk Software”

March 16th, 2014 No comments

This past week I spent traveling to Oslo, Norway and Stockholm, Sweden to participate in a series of presentations, round-table discussions and workshops on Configuration Management and the future of ITSM. Before leaving Norway and traveling to Stockholm to do a presentation and a three hour question & answer session for itSMF Sweden hosted by SwedBank where I answered any and all questions about Configuration Management, I was invited to participate in a panel discussion at the itSMF Norway annual conference to discuss the future of IT Service Management. It was a privilege to be invited and be on a panel of, in my opinion, a “who’s who” in the industry. On the panel was Paul Wilkerson; the “ABCs of ICT and Co-owner GamingWorks , Rob Stroud; Vice President Innovation & Strategy at CA and 2014-15 International President of ISACA Board of Directors, Kaimar Karu; Director of ITSM for Axelos and Colin Rudd; former itSMF UK Chairman of the Board. For the next hour, we sat in front of several hundred people and discussed as well as answered questions regarding where we felt the industry was going, the problems clients of ours all over the world were having and how culture was at the core of most of the challenges. What didn’t come up however was the costs of tools. It really wasn’t on the radar from the questions that were asked. In my opinion, for the cost of tools to even approach the discussion, it would have to be something fairly large, bold and disruptive.

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#SMCongress: NOT your dysfuctional Washington group

October 30th, 2013 No comments

It was Wednesday afternoon, October 23rd, and I sat in the Nashville, TN airport trying to decompress after an amazing two and half days of discussion with what I consider to be several of the thought leaders in the Service Management community. These are individuals who in some cases helped design the current establishment and most if not all who fought the fights and survived heated battles to try and keep the industry moving forward. These individuals were now brought together to revolutionize the very industry that propelled them into their current positions. Amazingly, these very same very opinionated, strong willed and passion driven individuals were not only open and receptive to changes, but were in fact making some of the strongest arguments for potentially dismantling the current approach & mindset within the Service Management community in order to bring about revolutionary changes to how it operates. Read more…

Fusion 13: The Expert Focus – Not your standard session; hopefully!

March 5th, 2013 No comments

We have all been to the conferences where we present to an audience or sit in a room as part of the audience. The good speakers try to engage the audience into discussion but rarely are there enough people who are willing to step up and become part of that session.

For folks just beginning or in at an intermediate level of experience, I can totally understand why they might be hesitant to engage in a room of 100+ people. The problem however is that even people just getting started have something to contribute because they will ask the questions that some of us more experienced/senior professionals have maybe not  dealt with in years. These questions foster discussions that lead to deeper thought about the topic or the seed for new thought on how to address it. So, I implore everyone at the conferences to engage with the speaker/presenter and become part of the discussion. Don’t just sit there absorbing a power point presentation, become part of the session not just an observer. Read more…

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