ITIL® and Me

Bringing change into an environment that has been wrapped in long standing habits, does “change” become its monster?  Change happens everyday in everyone’s life, but are “companies”, “people”, “industries” ready for the shift that will be taking place?

As this new process enters new areas, are changes happening for the better good or for the better thought? Change brings flexibility so that our thinking doesn’t become stagnant.   I question those who don’t believe in change and what it can bring to any environment. I have this quote on my email I don’t know the author, but it sums it up.

The Webster dictionary defines important as viagra without a prescription “marked by or indicative of significant worth or consequence : valuable in content or relationship.”  let’s take the first part of this definition “marked by”, it appears that many of use mark what is important and what is not.  Going with the post “Bubble” culture, we are marked by our roles and within that role define what is important.  Now, the Support Center is extremely important because they take on a lot of the volume calls that either are resolved by them or routed to the correct group.  Our Tier 2 or 3 groups determine if such a ticket is important.  How is this determined?  We would all like to know…  Working in a business environment were our end-users are 24/7 would first think that their concerns are important, but when working with IT groups our role allows use to mark what is.

With identifying what is important we lose the aspect of the culture that was bound by us to uphold.  Remembering that we work for a business that must have focus on its clients.  Instead we focus on what is best for us for any given day.  So next time remember when receiving concerns from clients that it isn’t about what you see as important.  It is important to the client.