So, another year and  the ITSM industry is alive with debate and discussion, opportunity, challenge and as ever some uncertainty. I’m not one for making resolutions or big predictions (both usually fail in mid January..!), but I do have some basic aspirations for the year ahead…
These can be summarized in 2 words: Practical Unity

  • Practical – as I feel we are still not providing enough real guidance and useful messages to practitioners on how to make ITSM successful – and meet the new challenges
  • Unity – so that we as an industry can forget some of the negative debate and move on to actually engage with the challenges and deliver real value from technology.

So what I would like to see is the industry coming togegher more, as well as providing more useable and practical advice and ‘stuff’ for our practitioners to use. We need to forget about whether or not we agree that our methodologies are perfect/imperfect and get on with simply using our experience and creativity to step up and deliver value from IT Services. Of course we need to ensure that what we use in terms of content and approach is usable – as a lot of the existing stuff is.

There are  a whole lot of great people practitioners, consultants, trainers and vendors out there with fantastic experience who know how to make ITSM work, and they should be celebrated and supported along with those who are coming up with great new ideas – both are required and required tow work in unison – not in polarised opposition.

So lets have a year where we really get together as an industry to support our industry !!!
New cover with arrow v2

My own contribution to this will be a development of the ITSMGoodness stuff that I’ve been putting out over the last few months – This is now a series of 7 simple steps to practical ITSM success and includes e.g. checklists, templates and practical guidance, all of which I’ll be espousing over the coming months, including presentations at PINK13, SITS13 and SDI13 amongst other shows and events..

The 7 ITSMGoodness steps are:

  1. Engage and Listen to Customers
  2. Build Services based on business outcomes
  3. Invest in the Service Desk
  4. Get Problem Management working
  5. Report on useful stuff
  6. Get the whole IT organisation involved
  7. Change the pitch – sell the value

So lets all have a year of ITSMGoodness – together…!
What’s your plan for ITSM Goodness + Practical Unity?


  • Paul G. Huppertz says:

    Regarding unity, there is rather a duality: The industry sector designing & fabricating ICT-based goods & systems. The servistry sector effectuating & rendering ICT system-based Business Support Services (ICTBSS). The prerequisites & preconditions, environments & locations, methods & means, sequences & results in these sectors are fundamentally different. Designing & fabricating an e-mailing software good is fundamentally different from composing & rendering a triggered e-mailing service.

    • barclay says:

      PaulI – thats acatually the point..! Different interests…
      My point is that we should all be working together
      Once I push out the details on the 7 steps we can comment on them then…

  • Rod Weir says:

    “Practical Unity” – love it Barclay
    It would be great to see an end to the relentless debates and nit-picking about terminology and just get on with it. Keep the ITSMGoodness coming.
    Best regards,

    • barclay says:

      CHeers and hear hear.
      BTW what do you actually mean by ‘terminology..? 🙂

      • Rod Weir says:

        Terminology debates about what a definition (usually an ITIL definition) means.
        “What is an incident”.
        “Is a password reset and incident, or a change”.
        “Should be ‘Stop the clock’ for certain status updates…”
        That kind of thing. I suppose I’ve been reading LinkedIn discussion boards too much! 😉
        There has been a lot of tedious discussion on these types of things, that (to me at least) seems to tend toward an academic and almost philosophical level, instead of resolving to a practical outworking.
        It would be good to see organizations and industry folk just get on with it and get the job done, without resorting to looking up definition in a book, or body of knowledge somewhere and arguing about what a certain word means.

  • barclay says:

    Agree absolutley – although I was just joking…!?!! 🙂

  • Hi Mr B,
    Welcome to the “engage the customer” era. Great to see you starting with the customer.
    I’d add a few more steps in to reflect the need to think and act outside-in (place customer interest at core of every decision) – as there is so much more as you know between understanding the customer need and building a service. When you say ‘service’ do you mean from an application/activity viewpoint, or do you mean ‘deliver service’ as in provide customer service?
    Anyway, a number of non-ITSM authors have written about how to engage customers and stay engaged by ‘building pictures’ of customer situations. In my writings I package all that in the magic number 42 – where the 4 represents the 4Es we must respect and get visibility of – expectation, encounter, experience, and emotions at play (the emotional genie).
    Its all grown one scenario at a time and what is discovered drives my focus – establish a continuous improvement program that helps you respond to problems and opportunities to improve…

    • barclay says:

      Thanks for the feedback Ian – points taken. I’ve been using this approach in one form or another for many years and like you know it to be the only really valid one. the ITSMGoodness stuff is my way of getting this message out in bite sized and simple chunks. My service def can vary by customer but is generally about a bundle of activities and end results or ‘outcomes’ a we are all saying these days.