In my last post, Eat or be Eaten – IT Transformation Underway, I discussed the transformation IT as we know it is undergoing. Last week I had the opportunity to listen to my good friend Eveline Oehrlich of Forrester present Reboot Service Management as hosted by ITSM Academy, confirming many of the discussion points from my previous post and had me thinking about my next series of posts.
The IT is being dropped by more and more folks in the industry and ITIL is being discussed less and less due to negative feelings surrounding it. Business has reached the point of frustration hearing too much about IT, technology silos and processes at the same time the market has opened up with new buying options removing the perceived lack of competion IT has enjoyed for so long.
I initially was going to start this series with Why Business Service Management, however, after last week’s discussion led by Eveline, I also agree, to shed the IT and business delineations of the past. Now I ask myself what is it we need to focus on? Why is this transformation underway? The answer had hit me quite easily earlier this year, it’s simple. At the end of the day we need to answer a couple of simple questions:
- Are we open for business?
- How are we performing?
- What is our current level of risk?
- Are we operating efficiently?