Monday, 27 July 2009

Support Thought, Supporting Business through the thoughtful use of Service Management.

Thinking hard about managing IT with an eye on best practices and just "being better"

This will be a forum to put my thoughts to paper; these maybe insightful, meandering or just plain wrong, but they will be down here for open discussion. Please feel free to comment, criticize or even agree.

About me:

I am an experienced IT manager currently managing a service management organization at a Fortune 500 company in the U.S. I have rolled out complete service management initiatives and have continued managing those global organizations through the initial and successful adoption of the framework.

For some time, I have been thinking about the management of IT and the use of frameworks such as ITIL and COBIT to manage the service supplied by IT. I have met many vendors, tested many products and even delivered some solutions, but during all this time I have felt that we in IT are missing something. I am not exactly sure what we are doing wrong, but it seems that with every technological leap forward, we struggle to keep up: Senior managers find it hard to stay technologically relevant while rebranding themselves as C-level executives, technical staff find it hard to translate the technology into value, middle managers are stuck with some reward but most of the risk, and the common solution to everything is "lets reorg."

This blog will try to cover a lot of ground, mostly be in the form of "thoughts," which will be opinions based on experience. They may incomplete, but hopefully they will spur debate.

Let's see where this takes us. Enjoy.


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