Don’t Throw Good Money at Bad Processes

- how ITIL can help

As IT Service Management practitioners we all want to improve and streamline our Service Management Processes, but how?  The sexy way is to implement “integrated” solutions from one or more vendors while putting our collective careers on the line by justifying large sums of cash to implement what seems like the ideal solution.

Well, good luck!  Many of these vendor packages have very enticing capabilities allowing linkages between capabilities such as Incident, Problem, and Change Management.  Some allow you to take advantage or your company’s managed data repositories that will help you build a federated Configuration Management database or system.  Others try to add in a Discovery capability that allows you to “find” configuration items on your network automatically, all good ideas.  Some actually work!

Service Management - Improve existing processes first

However, there is something you have to do first if you want to be successful.  You must work to ensure your current Service Management processes are documented, functioning to some level of measured capability, and properly staff to do so.  If you don’t, you most likely will be throwing good money, and the “solution” you’ve selected, on top of bad processes.  When all is said and done, and hundreds of thousands of dollars/pounds are spent, you may still have bad processes with potentially good tools.  You will not reach the level of improvement you expected.

Service Management Software - Tips for Success

Before you propose bringing in the “solution”, get your own ducks (processes) in order first.  You will be surprised how doing that will help you.  Here are several tips:
1)    Use ITIL Service Management principles to provide the blueprint for what a good process looks like
2)    Gain an understanding of your current processes, their strengths and weaknesses
3)    Improve and document your current procedures well so you can more effectively transition to new tools and processes in the future
4)    If you don’t have them already, put in place appropriate measurements so you can baseline your current processes.  This will help you understand how effective the process is now and be able to show how the new processes and tools have helped
5)    Do your homework.  Bring in several vendors and have them give you their product suite “dog and pony” show.  I’ve used this technique repeatedly.  It allows me to: 

• See what products and processes are being sold and where the industry is in comparison to my current processes
• Get up-to-date on terminology and functionality (i.e. federated model, managed data repositories, reconciliation engines)
• Learn how the products will integrate with my current processes (or not)
• Take what I’ve learned and see how I can implement some of those techniques on my own.  You may not even need any expensive tools when you realize how you can apply some of the techniques being employed by the newer software offerings

Selecting service management software

One thing I’ve learned over the years.  Make sure, when you review service management vendor products, you do your homework.  The vendor presentations will make their products look like they will walk on water!  They will put stars in your eyes.  What is most important is that you look beyond the glitz.  The “10 minute” view is very deceptive.  You will need to go beyond that to see if the glossy product advertising and technical claims really work for you and your processes.  By using the tips above you have an in-depth understanding of your current processes and will clearly see what works and what does not.
The Bottom Line
Don’t throw good money at bad processes.  Be your company’s champion in the IT Service Management space by applying ITIL Service Management principles and focusing on improving your processes before selecting and implementing any related tools.  You’ll be successful if you do.

About the Author

Vic Porcelli is an IT Consultant with ITIL V3 Foundation and Continual Service Improvement certifications and a Six Sigma Green Belt.  Vic has extensive knowledge of IT Service Management principles (ITIL) and process improvement techniques. See Vic’s bio and followVic on Linkedin.

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