wollmannbruno

You're exactly right mcam​. It takes people to make any framework be successful. The people at the top need to be in full support or no formalized framework will help.

Iterating your way to success rather than having success hinge on your first big effort has so many advantages.

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Thanks for reading it.

Top-down is the only way to make this work. Without management support, buy-in, encouragement, adoption, etc, none of these "things" work. I know a lean practitioner who has tried to implement lean both with and without complete management support. It was successfully adopted and very effective where the support existed.…

Thanks for reading. this post is 1 of 5. Hopefully you got the chance to read the others.

Thanks. It's not an easy subject to write about. I try not to think about ITSM frameworks as bureaucracy. I see them as ways to provide consistency and accuracy to services that are already being delivered. If you have 10 people on your team, and they deliver the same set of services in 10 different ways, your department…

Cloud and outsourcing still need to be measured and managed using a consistent framework or formula. Costs can increase while service decreases if any system is left unchecked.

Thanks for reading. "forest for the trees" and all that. It's always good to take a step back to see if you're going in the right direction. Collecting and analyzing data allows you to do this.

Thanks for reading. I like that Garry isn't blindly following a framework. He's adapting them to make them work for his organization.

Garry mentions that they consulted support staff whenever and wherever they could. However, there were times when time constraints forced them to make judgement calls without this input. They are constantly evaluating how the system is working, and have circled back to get this feedback.

I think bureaucracy for the sake of bureaucracy is a problem. I believe it is hard to manage what you don't measure. Implemented properly and customized to work for each team, I think an ITSM framework can provide value.

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You're welcome.

You're welcome

You're welcome. Thanks for reading.

Thank you. I'm glad you enjoyed it. Thanks for reading.

Thanks for reading.

You're welcome. There is no part 2 for this article.

It has definitely been successful.

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You're welcome.

Thanks for reading. Best of luck to you.

My research revealed that size really doesn't matter. Each of the frameworks can be customized to suit your particular business case. You can take some or all parts of 1 framework. You can mix and match multiple frameworks. You can customize any process from any framework to make it work for you and your business. The key…

I haven't either. A customer of mine is very happy with the results after they applied Lean to their IT help desk, but they haven't thoroughly applied it to network management yet.

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Agreed. Garry also mentioned that it was a cultural shift as much as a technology and process shift.

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You're welcome.

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