Is there really anything wrong with “un-managed” changes? Or is Change Management a contrived problem trumped up by ITIL zealots to sell training and consulting? My daughter is playing Marian the Librarian in her high school’s production of The Music Man. “Professor” Harold Hill comes to River City to scam the locals into buying instruments …
Author: Greg Sanker
Greg Sanker is a 24 year veteran of Hewlett-Packard, where he served in various Information Technology roles, including Network Operations Manager. He currently manages the Service Management Office for the Oregon Department of Revenue
IT Service Management: Building Accountability in Public Sector
Building Ownership and Accountability are critical to successful IT Service Management, however building these in public sector organizations presents unique challenges. Here are 10 ways to build accountability in the public sector. I’ve spent more than 20 years at a major high tech company, and now nearly 4 years at a public agency. It’s not …
IT Value is Created Horizontally
Successful IT Service Management is a different way of thinking, not just a different way of doing. We’ve heard for years about IT silos, and that they’re good and bad…. but mostly bad. “Throwing things over the wall”, “Network is fine, must be an application problem”, “those darn Service Desk folks can’t fix anything”. Been …
Two surprising things to build credibility for your Service Management Program
When your Service Management program faces opposition, credibility makes all the difference between success and failure. So, here you have it; The blunt truth your mother didn’t tell you about success in the world of IT Service Management: SFU Yep – Shut the Freak Up. Best advice I ever got. Yeah, I know you’re suppose …
The Value of Values in IT Transformation, Part 2
Knowing your core values are critical to IT Transformation. I was faced with a hard question – why, exactly do I believe in implementing Service Management? Why change what’s working? Why do “this ITIL thing”? Why should staff give up something they’re good at in pursuit of something where they’re not sure they have a …
The Value of Values in IT Transformation, Part 1
Transformation is hard; transformation without knowing your values is impossible. Implementing Service Management demands changing behaviours and cultures, and that is never easy. It’s not enough to want to change, or even to know where we’re going. Too often we start with What needs to change, but people need to know Why. I came across …
IT Service Managment: It’s all about value to the business
ITIL is designed to maximize business value, so why is it so often viewed as a process-improvement effort? IT Service Management can be polarizing, almost a religious experience – it’s many things to many people; understood by few, misunderstood by most, and ultimately, is just kind of annoying to everyone else. I remember going to …