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I’m writing an article on this based on the ITSM capabilities adopted and how well they’re working (and I will drop some snippets in as a response once the data analysis is complete). But what do you think? It could be anything not just specific process strengths, e.g. the ITSM tool, people, training, strategies, metrics, etc.
Please let me know as a response.
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Here’s what my analysis for AXELOS found:
“...the ITSM capabilities where there is more than double the “working well” level in the organisations that report “great” ITSM success, i.e. the relative delta exceeds 100%. These ITSM capabilities include problem management (+148%), service design (+135%), asset management (+119%), service configuration management (+111%), and continual improvement (+106%).”
There will be more detail in the finished article if accepted for publication.
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Oh, and another interesting data point is that: “Service financial management stands out at the other end of the spectrum due to the low deltas (+5% and +13% relatively), with the percentage-point delta the only one not in double digits. Having pointed this out, however, we still can’t say that service financial management is not important to “great” ITSM success. The insight and opportunities that better financial stewardship brings can be instrumental in better aligning IT services to what matters most to organisations and their employees.”
+14
Thanks
Doing that will replicate itself into how well they engage with their end users. Taking the focus off struggling to use software to solve problems and giving them the ability to be active listeners and truly seek solutions that are effective will speak volumes to the end user and improve their experience.
Just my thoughts having been in both positions :)
+10
Thanks
Doing that will replicate itself into how well they engage with their end users. Taking the focus off struggling to use software to solve problems and giving them the ability to be active listeners and truly seek solutions that are effective will speak volumes to the end user and improve their experience.
Just my thoughts having been in both positions :)
+10
Just done some more digging into the data on this but relative to what differentiates “good” ITSM success from anything less. I’ll share the high-level insight once I’ve written it up.
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