What agility can add to your IT organization

What is driving cloud adoption in 2013? The latest trends like mobility and Bring Your Own Device (BYOD) and increasing demand for instant service consumption are rapidly driving cloud adoption. But this new world isn’t easy for everyone. I see a lot of IT organizations that are struggling to thrive with this new pace for delivering and supporting services.

 

The solution - today’s IT organizations have to become more agile. How? For those who know me, you already know how I am going to answer.  I believe a service lifecycle approach can definitely help you get there.

 

But what does this mean? And, what does a lifecycle approach look like?

 

Agility is the name of the game

 

The definition of “agile” is to move quickly, and this definition applies to IT so well. We all experience IT daily, as business users and private consumers. We use IT services everywhere - for sharing photos and calendars, and we  use the Internet for telephone service. But this high-speed lifestyle has come at a price for IT organizations and service providers. Updates and new services have to be introduced and supported quickly; which has led to the requirement for agile IT.

 

An agile IT organization needs to develop a sense for and respond to these ever-changing conditions and then the organization needs to adapt to all these changes continuously and quickly. Taking a comprehensive look at your service lifecycle and the right IT Service Management (ITSM) solution can help you cope with these challenges.

 

The service lifecycle approach, and what it has got to do with ITIL®

 

I guess for many of you this is not a secret:

 

  • Looking at the lifecycle of a service means caring about a service from the beginning, which is typically formulated in a service strategy, through the end where the service is retired.
  • If you formalize this and put a feedback loop in, you potentially have something also known as a Deming Cycle (Plan-Do-Check-Act), which is an effective organizational tool.
  • If you then look for good practices, ITIL® is not far away. With its five lifecycle stages it exactly does the above.

 

What is the point here? My point is that I have heard some dissident voices saying that since the advent of Cloud “ITIL is too complicated” or “ITIL is not needed anymore”. I cannot disagree with these statements more. I have forgotten where this quote comes from but in trainings I often say “a fool with a tool is still a fool”.

 

I learned the hard way years ago that the saying is true when I had to deal with requirements management in product Management – I thought introducing a tool would make my requirement managment life easier but it did not. A process was key for success, and a tool supporting this process. The same is true for IT Service Management: to become agile you have to think about and implement your processes correctly. Simply throwing a tool on the problem does not solve it.

 

A good starting point

 

The next question is where to start implanting an agile philosophy. That’s easy: let’s quickly understand and implement more than 20 processes in a single step! I am just kidding but seriously, a pragmatic approach has been proven to work in favor of slicing and dicing the journey and instead implementing service lifecycle management step-by-step.

 

A good place to jumpstart your service lifecycle management journey is to begin with a process or possibly a few processes at a time, and maybe picking from the core services you already have operational. Or you look at certain use cases within the service lifecycle, for example “break-to-fix”, and approach your journey from this angle.

 

Whatever your service lifecycle management journey appears to be, HP ITSM solutions (software, services and support) help you become an agile IT organization. This also includes cloud services, where you may have to deal with multiple suppliers

 

Where to go from here

 

Do you want to learn more about this service lifecycle concept? Do you want to get an idea about how HP ITSM solutions can help your IT becoming more agile? Visit the HP Software IT Service Management portal and download the business white paper Become an agile IT organization with service lifecycle management (look for Resources->White papers).

 

Have a nice day,

Michael Pott

 

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About the Author
Michael Pott is a Product Marketing Manager for HP ITSM Solutions. Responsibilities include out-bound marketing and sales enablement. Mic...
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