Five days down at the new place of work and I’m pretty sure it’s where I need to be as an ITSM practitioner. Incident Management is at a CMMI level 2 (maybe more 1 ½). Change Management is something almost entirely different, and I would say that’s the most mature of the processes, and that ain’t good. As I mentioned in a previous post I’m using three books to help guide me on this new ITSM journey, and so far Visible Ops is becoming a much needed reference. To go with this thought, here’s the plan so far:
1. Get to know the ITSM tool – My “official” position is that of administrator, so obviously I do need to know the tool in order to even earn the paycheck.
2. Lock Change Management down to a science – This is a big one, and if you like Visible Ops, you’d agree. Since 80% of problems come from Changes, this is where the biggest improvements will hit. Since objective #1 will take more time with training, I know it’s going to be hard not to focus on the processes.
That’s all I can really say at this point – I’ve only been there a week, so what do you really expect? The biggest unknown is the culture – will putting in changes be difficult, or will they be willingly accepted? OK, I’ll be realistic and say I already know the answer; but I’d rather not do any self-fulling prophecies. In the words of my former director, “keep calm and carry on.” (Incidentally, I think he got that from the British WWII propaganda. I prefer the alternative of “panic, and run around like headless chickens.” It’s never gotten me anywhere, but sure is fun.)
Update: Forgot one last key item, and that’s the baseline metrics. So….before leaping into any project my actual next step will be just finding out where we are so I know what is/is not effective. I hate forgetting the basics, but as my former director always said (as quoted from Hoosiers) “you’ve gotta learn how to dribble before learning how to shoot.”
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