Management Corner by chenboying

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									LHTC Process Journal Happy H
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Your Guide for Practical ITSM Solutions

December 2006

In This Issue:

Management Corner

LHT Consult

 Management Corner ......................................................................................................................... 1 “To Kill A Service Catalog” LHTC Welcome  LHT Consulting Announcement .................................................................................................................................... 1 I should state my apologies up front to Harper Lee for  Motivational Corner .......................................................................................................................... 1 hijacking his title for my purposes. I could not help but  Creation vs. Evolution reflect on this however during a recent software vendor – an Overview to presentation. During this discussion, existing customers Driving Process into of this vendor were profiled having implemented your IT Shop ......................................................................................................................................... 2 hundreds, (that right, hundreds!) of services within their Service Catalog software solution. As I scanned  The Process Coach – the room on the collective glaze painted on the faces of October 2006 – The The Winning the audience, I grew concerned that those in attendance pleased to 3 Environment .........................................................................................................................................welcome would go back proclaiming to management the need to organization. “Dan r  ITIL Education ..................................................................................................................................... 4 purchase software and implement automated commitment to our c  The Puzzler ............................................................................................................................................ 5 and actionable ITSM workflows for the hundreds of services they perform.  Calling All experience and know Contributors! ........................................................................................................................................ 5we alrea The resulting pause is yet another Service Catalog strong team Taylor, founder and initiative dying. I am certainly not challenging the value of a Service Catalog toolset. What was missing in my viewpoint were three key elements of the vendors customer profile: 1) They are National or International in scale, 2) There was a strategic business imperative identified surrounding the provisioning of IT services 3) They are largely Fortune 500 if not Fortune 100 companies. So what of the rest of us? To Unsubscribe email us at: newsletter@lhtconsulting.c om

Contact Us LHT Consulting, Inc. www.lhtconsulting.com 916.402.6724

Dan comes to LHTC wide ITIL Process O Manager responsible controls design and services. Dan brings experience in the IT Intel. Dan is the fath is a loving husband

Welcome to the team

There is hope I can assure you. At LHT Consulting we are working with our customers in managing the actual number of defined services, typically 15-25. This Motivationa allows for simplified management and governance processes to be instituted surrounding the Service Catalog and the activities of the Service Manager. "Twenty years from Additionally, critical links between the defined services disappointed by the the ones you did do.

LHT Consulting Partners

and the data classification standards of your ITSM away from the safe h toolset can be established. With these links in place, your sails. Explore. initial service level reporting can be implemented to your customers based upon the service they receive. (A -- Mark Twain
topic for a future newsletter)

This approach has several benefits. First, it allows organizations to target business critical services while maturing their ITSM program. Second, it creates quick wins to build organization consensus upon and lastly, it allows the ITSM toolset market to mature. Most of the major vendors (BMC, Peregrine, etc.) will soon have a Service Catalog solution to add to their portfolio. Write to me and let me know your thoughts.
-

Dave

Dave Hamilton is the President of LHT Consulting and has 26 years in the industry holding various executive level positions.

Creation vs. Evolution
Did You Know?
The official name of the Statue of Liberty is “The Statue of Liberty Enlightening the World” By Mark Storace

– an Overview to Driving Proc

It can be clearly stated, that across most IT shops, process engineering, re-engin buzz these days. Countless hours are being spent on attempting to improve proc

Has anyone in your organization ever asked the question “Why do we do it this

We have all asked that question, but the answers are what amaze us the most. T have always done it that way” or “We were told that this is how it was supposed makes you wonder how may other things have evolved in such a manner?

If Darwin was around today, he may rethink the evolution theory. If our process theory, we should have the most evolved, streamlined and optimized processes. Create the proper environment for them to evolve in.

This Date in History
December 1914 – The Christmas Truce

Yes, I said “Create” – We now know that when we Create the proper environm evolution, we no longer ask the “why” questions and focus on continuous optim put in place the foundational elements, the ownership, maintenance, and of cou processes to keep from finding ourselves asking the same questions in the futur

Successful implementations of ITIL, Six Sigma, or any of the Best Practices tod do, and understanding how your processes work together to produce your ideal driven business Just after midnight on Christmas
morning, German troops emerged from their foxholes and began singing carols. Russian, French

But how do we start to transform our evolution?

and British soldiers soon joined the singing. A soccer game even broke out.

Start with Creation, then foster Evolution

The first thing to consider is the transformation of your business into a process process based organization. The Creation of Process Owners, Managers and Pro (KPI’s). The Second is to be Customer focused in the support of your business Oriented Architecture that focuses on processes that deliver to the business requ

Next determine if your existing processes were created or evolved. This is done current processes. Many call this the “As Is” model. It’s okay to want to unders being “understand”. Don’t get bogged down in an in-depth study, Just focus on workflows, players or Actors, and any specific areas that seem to be “Our Way”

Remember efficiencies are usually found in the flows and the handoffs between After you have completed a final understanding of the “As Is”, you should now start by deciding on an approach (Outsource, Abandon, Improve or re-design) , generate new creative ideas, review any best known methodologies, challenge h of the box.

Next eliminate any cost, resource or impact prohibitions. You are now ready to Workflows. As you build, keep in mind that you want to be able to measure the will help with the development of the key performance indicators (KPI’s)
LHT Consulting, Inc. www.lhtconsulting.com PO Box 582602 Elk Grove, CA 95758-0045 916.402.6724 Info@lhtconsultng.com

Look for any areas where you can further optimize through automation or integ

This is how you “create” an environment in which to cultivate the continuous im will enable you to deliver key business requirements for your company.
Mark Storace is the ITIL Process Owner for Intel IT.

The Process Coach – The Winning Environmen

Dear Process Coach: “I am always driving my team toward improvement. If we or policy, we document it and enforce it. Recent feedback from our customers in have dropped due to a perceived inflexible approach to our service. I am somew

Coach’s Game Plan: “Sounds like your motivation is in the right place Scott so rather take the time to study and understand. It is possible that the rigidity of the your Service Desk are in fact restricting your agents from providing the superio Years ago I had an agent who worked the graveyard shift for me at a healthcare Admitting stating that a patient was dying and their only living relative resided emergency visa a form needed to be printed and faxed immediately and their pr of attempting to fix the problem with no results, this agent took it upon himself got in his car, drove to Kinko’s and faxed the form. 2 hours after arriving from the patient died. Scott, that is a winning environment. Policy and process are ne Service Desk. However does your environment allow for an entrepreneurial app customers?“

If you have a question for the Process Coach write to him at:

theprocesscoach@lhtconsulting.com

ITIL Education

Foundations Overview & Schedule

AmerIT Learning's ITIL Foundations course is an introduction to the fundamentals of Inform

the global standard Infrastructure Library. An ideal preparation for the examination granting worl pin), this class is offered in scheduled public venues or on-demand in private sessions.

WATCH FOR OUR 2007 CLASS SCHEDULE COMING SOON! http://www.ameritlearning.com/FoundationsOverview.html

The Puzzler

Calling All

Holiday Anagram
Unscramble these letters to find the yuletide answer:

Do you have a experience to s

OH HAPPILY DAYS Be the first to email your answer to: info@lhtconsulting.com and win a $15 Amazon.com gift certificate. Winner
will be based on date and time stamp of the email.

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