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Turkish ITSM Observations

Last month, HP hosted an ITSM customer event in Istanbul. A couple of initial observations, Istanbul is a long ways from Colorado (where I reside), Istanbul is a really big city, and Turkish coffee isn’t exactly what you might expect. More on that later.

Customers and partners from Europe and the Middle East participated, and a number of case studies were presented. From these and hallway conversations, I have a few more observations. First, there are lots of organizations and companies that are now acting as managed service providers – which you would never expect through their names. One example, a company specifically formed to provide IT services to a group of commonly owned banks. Another company that was formed as a joint venture of a government agency and a more traditional managed service provider (MSP) to provide IT services back to that government. On my last trip to Europe last fall, I was also struck by the number and amount of multi-sourcing. An example could be an organization where a help desk has been outsourced to provider X, network services to provider Y, and servers to provider Z. IT had then been consolidated and took care of the rest. I don’t know if there is more of this going on “across the pond” than here in the US, but my limited experience would say yes.

Another observation came from a handful of Middle East HP and partner experiences. This involves a generalized best practice for implementing an enterprise grade service desk (HP Service Manager) in smaller environments (say 20-40 seats). The general concept is pretty straight forward and reflects a recent post from Yvonne Bentley on “Mass Customization”. The idea is to leverage the built-in best practices of Service Manager as much as possible – recognizing that all organizations will need some amount of customization, but sticking as close to the out-of-the-box processes as much as possible. This whole idea is as much about the processes being implemented as the tools that support them, and it is right in line with the pragmatic ITSM topics that I’ve previously written about.

The last observation is the worldwide acceptance of ITIL as a process best practice foundation. You would expect this from an English or Dutch company, but it was arguably the unifying theme of the event (not that surprising I guess). This was further reinforced by a recent customer discussion I recently had - where the customer was a utility company from Central America and was very steeped in and committed to ITIL. And I sense more pragmatism than dogma as there are different flavors from number of processes adopted to the amount of process consolidation.

Speaking of flavor let me go back to the Turkish coffee. First, I think that more people drank tea than coffee in Istanbul. More to the point, I brought back a couple of packages of Turkish coffee. When I opened the first one up, my first reaction was “now what do I do with this”. It is actually a powder. It didn’t work in our espresso machine and I didn’t really care for the results of a French Press. It kind of sounds complicated – sort of like ITSM or ITIL. Ah, the power of the internet and searching. Turns out that making Turkish coffee isn’t that hard after all. Sort of like ...

Chuck Darst

icingil | ‎06-07-2011 06:34 AM

You are right we drink tea more offen than a turkish coffee and sometime more offen than water :smileyhappy:

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About the Author
HP IT Service Management Product Marketing team manager. I am also responsible for our end-to-end Change, Configuration, and Release Managem...

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