ITIL® and Me

Imagine sitting at your desk and instead of nice, ugly, puke green cubicle walls (it’s my cubicle, so I’ll describe what I see), you’re looking at three mirrors.  Not only do you see yourself, but it’s a one-way mirror so everyone else, including your boss, can see what you’re doing.  I don’t know about you, but I would definitely be on my best behavior, working diligently and giving up my (much needed) time on Facebook.  This scenario is how I see IT when social media comes into play.

So why do I like to picture a one-way mirror?  I don’t intend to mean that IT should ignore the daily operations of “the business,” but rather IT gets to look at itself instead of being told what it looks like.  Here’s what I mean:  In my opinion, social media is a great way to help an IT department connect, and interact, with its customers (or users, if you like).  This has the advantage of IT hearing directly from the users it supports, and in as near real-time as possible.  I don’t know about where you work, but at my organization IT really only conducts surveys once a quarter, and I’m almost certain that most people respond because they are annoyed at IT (I’m very guilty of only responding to surveys to kvetch, so I know).  There’s nothing wrong with surveys, even ITIL mentions their use.  But this means that an IT group will have to wait between survey cycles before finding performance, especially in the eyes of “the business.”  Social media can help by facilitating interaction and bringing IT and business closer together, but the closer that they get the more each will know about the other.  The more IT knows about “the business,” the better we can meet the needs of our customers and ultimately increase efficiency as a whole.  On the other hand, business will be able to take a closer look at IT which means transparency will increase, so as an IT group you better start making sure you don’t have any skeletons in your closet (which incidentally causes problems anyway).

Now on to why I like using a mirror as an analogy:  Not only does “the business” see more of IT, but we get to see ourselves for what we are, and not what we think we are (I think I’m the emperor of the U.S.A., but you don’t see me acting as such – yet).  Seeing your department for what it is, in the eyes of “the business,” is one of the most powerful traits an IT group can take on.  After all, if we’re going to make improvements to better ourselves to meet the needs of “the business,” it’ll be helpful to know how we’re seen by the people that are ultimately cutting our checks.  Social media really acts as a missing-link between IT and “business,” and we’re really just scratching the surface as to how it can help and improve IT Service Management.

The itSMF Central Ohio LIG recently hosted a CIO panel at “The” Ohio State University.  Despite the snowy weather, there was a lot of great conversation.  I would like to touch on one piece of conversation which was probably the best of the evening.  When asked “Where would IT be in 5 years,” several of the CIO’s had similar opinions that IT will take on more of marketing (probably by social media) and will really become enmeshed with “the business.”  What does this mean?  First of all, it means the position of CIO will either 1) go away, or 2) take on more COO responsibilities.  This also means that IT and business are going to get closer; much, much closer.  So close, in fact, that I think it’s about time I go back to school and get a business degree (which will be great since I get to make up for all the partying I didn’t get to do).  On the other hand, maybe this means that if you’re currently in business school, now would be a good time to take on a CIS minor?  I know it may be difficult for a business major to actually have to study some nights, but such is life.

So there you have it; business and IT going beyond alignment and practically jumping in bed together.  Now the question remains, will it be a permanent future of wedded bliss, or just a torrid affair that will ultimately end with someone getting thrown out of bed butt naked only to be left grabbing their clothes from the street?  I personally don’t care since I’m very pleased with myself for coming up with a pretty nifty analogy.  Until then, anyone know of a good business school?  I’m thinking OSU.