Feeds

Service management strategies

Are you paralysed by process?

  • alert
  • submit to reddit

Internet Security Threat Report 2014

Workshop One of the most universal findings we encounter on our research travels is that, contrary to what we may hear from elsewhere (IT vendors, subject evangelists), IT professionals generally want to deal with fewer processes, not more. Or to be precise, they want ‘just enough’ process.

This idea is firmly rooted in practicality and common sense, and is something that should appeal to Reg readers because you have enough on their plates already.

So what is ‘just enough’ process? Broadly speaking, it’s the idea of doing the ‘right’ amount of groundwork (planning, internal selling, educating, due diligence etc.) prior to getting something started, and having the ‘right’ amount of structure in place to make sure that once something is started, it remains on track and achieves what it set out to. Conversely, what it isn’t, is a corporate-wide initiative preceding and proceeding to smother whatever it was you wanted to do in the first place.

What does this have to do with service management? The first hook is that we can always do things to improve how we manage services from the point of view of the IT department (tasked with creating and delivering them) and the business (requesting, using and paying for them). The second hook is that it is tough to strike the right balance between setting off on a project with little or no guidance in place and never setting off at all due to being stuck fast in a mire of process and procedure. This is even trickier to achieve today than in the past because the notion of ‘service’, which pervades both IT and the business, has brought increasing numbers of stakeholders into play.

With the fragmentation we discussed previously on the one hand, and the traditional lack of ‘proper’ communication between IT and the business on the other, we might as well be playing pin the tail on the donkey if we have no processes at all to guide us. Or we might as well not start trying to fix things if we ‘do the right thing’ by getting everyone involved – and end up doing nothing.

So where does the middle ground lie? Our previous research highlighted that approaches to service management such as ITIL were helping some firms and hindering others. Much of it came down to scale – for larger organisations, following ITIL is proving a worthwhile effort in many cases.

But the smaller the firm, the less positive impact it has until at a certain point, ‘doing’ ITIL requires more effort than can be justified by the benefits to be gained from it. In these situations and, indeed, something we noted across the board is that as much positive impact can be gained from adopting ‘bits of’ or ‘the spirit’ of ITIL, compared with embracing the thing in all its, er, glory. And that, is a good example of IT shops finding their own ‘just enough’ way of doing things.

Whether you work in an ITIL/COBIT/other IT shop, exploit bits of all these or get along perfectly well without them, we’d love to hear about how you get things done from an organisational and dare I say it, process point of view.

Beginner's guide to SSL certificates

More from The Register

next story
PEAK APPLE: iOS 8 is least popular Cupertino mobile OS in all of HUMAN HISTORY
'Nerd release' finally staggers past 50 per cent adoption
Microsoft to bake Skype into IE, without plugins
Redmond thinks the Object Real-Time Communications API for WebRTC is ready to roll
Microsoft promises Windows 10 will mean two-factor auth for all
Sneak peek at security features Redmond's baking into new OS
Mozilla: Spidermonkey ATE Apple's JavaScriptCore, THRASHED Google V8
Moz man claims the win on rivals' own benchmarks
Yes, Virginia, there IS a W3C HTML5 standard – as of now, that is
You asked for it! You begged for it! Then you gave up! And now it's HERE!
FTDI yanks chip-bricking driver from Windows Update, vows to fight on
Next driver to battle fake chips with 'non-invasive' methods
DEATH by PowerPoint: Microsoft warns of 0-day attack hidden in slides
Might put out patch in update, might chuck it out sooner
Ubuntu 14.10 tries pulling a Steve Ballmer on cloudy offerings
Oi, Windows, centOS and openSUSE – behave, we're all friends here
prev story

Whitepapers

Why and how to choose the right cloud vendor
The benefits of cloud-based storage in your processes. Eliminate onsite, disk-based backup and archiving in favor of cloud-based data protection.
A strategic approach to identity relationship management
ForgeRock commissioned Forrester to evaluate companies’ IAM practices and requirements when it comes to customer-facing scenarios versus employee-facing ones.
Reg Reader Research: SaaS based Email and Office Productivity Tools
Read this Reg reader report which provides advice and guidance for SMBs towards the use of SaaS based email and Office productivity tools.
Saudi Petroleum chooses Tegile storage solution
A storage solution that addresses company growth and performance for business-critical applications of caseware archive and search along with other key operational systems.
Simplify SSL certificate management across the enterprise
Simple steps to take control of SSL across the enterprise, and recommendations for a management platform for full visibility and single-point of control for these Certificates.