• Home
  • About
  • Contact Me

IT Managers Inbox

Resources for IT Managers

  • All Topics
    • Productivity Tips
    • IT Security
    • IT Operations
    • Help Desk
    • Management
    • Leadership
    • Project Management
    • IT Service Management
    • Career and Training
    • Featured Posts
  • Management
  • Leadership
  • Project Management
  • IT Service Management
  • Career and Training

The Keys to Successful IT Service Management – ITPS

By Sam Grier

ITPS Organizations have become dependent on IT to fulfill their business objectives. This dependency has resulted in the need for IT to deliver quality services that align with the needs of the business. IT services must be of high quality, dependable, consistent and at an acceptable cost.

This is why IT Service Management has become a key part of a world class IT organization. But what are the keys to successful IT Service Management? I can tell you it is not to throw in the latest best practice framework and expect miracles to happen. It is not throwing money at the problem with new technologies.

The most important part of a world class IT organization and successful IT Service Management is the people who run it and the leaders who guide them. When searching for the best way to implement successful IT Service Management, look for the best people and the best leadership.

People

team-II You can install every best practice and technology known to man, but without the right people to run it you will not get the full benefits of the technology or frameworks. Always remember that people run an IT department, not technologies, and not frameworks.

You must have people who understand the technology, the processes and the frameworks. They need to know why we implement a best practice or technology and what it means to them and the business. You must have people who know how to use them to provide the level of IT services the business requires.

You must have people who are engaged and understand they are they the key to successful IT Service Management. Take these people and train them, build them, make them successful in their jobs. These people are the foundation on which successful IT Service Management is built.

So how do you get your people onboard and engaged?

Leadership

leadership2 Successful IT Service Management is dependent on good leadership. It takes leaders to implement, guide and inspire the people doing the work, using the technologies or the best practice. Leaders empower their people and get them to understand how their work contributes to the overall success of not only IT, but the business as well.

What kind of leaders do you need for successful IT Service Management?

You need leaders who take the time to interact with their people, who gets to know their people and what drives or motivates them. They do not sit in their office and lead by email. They are out in the “Gemba”, the place where the work is done and actively engaged with their people.

Good leaders must be humble individuals. They do not use the word “I” very often, they use the word “We” or the name of the business or the group. They understand that for them to be successful, the organization must be successful and the key to that is making the people who run it successful.

Good leaders do not sit back and take all of the praise of success. Instead they give the praise to the people who created the success. Good leaders talk the talk and walk the walk, they lead by example and by actions, not just words. They work to change the culture of the IT department from technology centered to people centered.

Summary

You can have the best people in the world. Bulls in the chute, locked, cocked and ready to go. But without good leadership behind them their full potential is never reached, their drive to help the organization succeed is diminished and IT Service Management becomes just another catchy phrase in the IT department jargon.

The keys to successful IT Service Management are the people and the leaders. In the spirit of the K.I.S.S. (Keep It Simple Stupid) philosophy I give you a new acronym for successful IT Service Management.

ITPS, “It’s The People Stupid”.

Share this:

  • Facebook
  • Twitter
  • LinkedIn
  • Email
  • More
  • Pinterest
  • Tumblr
  • Print
  • Reddit
  • Pocket
  • Instapaper

Related That May Interest You

Filed Under: IT Service Management Tagged With: Best Practices, ITIL, Leadership, Lean, Six Sigma

Comments

  1. Sam says

    May 23, 2009 at 9:34 am

    I agree, it all starts with the people. Your point “(and if you can’t change the people then change the people)” is an important one. Thanks for expanding on the post.

Popular Articles

  • 13 Sites to Download Free eBooks
  • 10 Certifications to Improve Your IT Career
  • How To Deal With Low Morale in The Workplace
  • 5 Ways to Stay Positive in Negative Situations
  • How Passion For Your Job Can Lead To Success
  • How To Work Under Pressure
  • How To Write IT Technical Documentation
  • How To Convert An Email Into An Outlook Task
  • How to Plan a 5S System Launch
  • A 5S Office System - Part 1 Planning
  • Leadership Skills – The Top 5 Skills Needed For IT Leadership Roles
  • 5S System Step 1 - The Sort Step

Latest Tweets

  • Agile project management: A comprehensive guide | CIO https://t.co/lNOtb5MYKB March 2, 2018 5:05 pm
  • The Skills Companies Need Most in 2018 – And The Courses to Get Them - LinkedIn https://t.co/l8fWcK2BvD January 28, 2018 4:45 pm
  • What You Need to Know About Interviewing in 2018 | Official LinkedIn Blog https://t.co/m1zGkCLgpo January 28, 2018 2:05 pm
  • 50 best small companies to work for of 2017, according to employees - Business Insider https://t.co/DeDU2AAb9t December 4, 2017 5:01 pm
  • 2017’s Best & Worst Places to Start a Career #Career https://t.co/9VLvFI5JIu October 21, 2017 7:15 pm
  • Which Is More Important: Faster RAM or More RAM? https://t.co/hPzgQlw1yd September 9, 2017 1:05 pm
  • Leadership training: 10 online resources for developing leadership skills | CIO https://t.co/NeGCSlTyx8 September 5, 2017 3:55 pm
  • If your Wi-Fi router is on this list it might be vulnerable to hacking tools. https://t.co/DCGjoqTXmD June 17, 2017 3:50 pm
  • OneDrive Files On-Demand now available for Windows Insiders https://t.co/l1wNO24Xsp June 17, 2017 12:45 pm
  • Win7 Monthly Rollup KB 4022719 triggers printing problems in Internet Explorer @ AskWoody https://t.co/DdB74SBCmL June 16, 2017 1:00 pm
  • Follow ITManagersInbox On Twitter
IT Managers Inbox Runs On The Magazine Theme

© Copyright 2008-2018 IT Managers Inbox · All Rights Reserved

loading Cancel
Post was not sent - check your email addresses!
Email check failed, please try again
Sorry, your blog cannot share posts by email.