Do you have service management pet peeves? Do you know how to overcome them?
A panel of five internationally known service managers provided a discussion around five pet peeves and how to overcome them:
- Johann Botha – Innovation in Service Management – Is it really?
- Lynda Cooper – Decoding ISO/IEC 20000-1 – Beyond certification
- Kulpreet Nanda – Services are just Service Ops (or IT…)
- Peter McKenzie – SIAM and Service Management are the same
- Suzanne Van Hove – ITIL ‘owns’ Service Management
Each presented a unique view of various service management elements – how Service Management has evolved from ‘just’ ITIL to a wealth of information across many philosophies, addressing innovation as the 'how' to meet the needs of the consumer and provider, the uses of ISO/IEC 20000-1 within organizations not desiring certification, how SIAM and service management work together to create services that include technology, commercial, and operational considerations in the design and subsequent management, and finally services are not just IT but rather a combination of influencers, including users, industry trends, needs, elevated management all focusing on value.
Great further discussion was held during the subsequent Q&A sessions where auditing was a hot topic. It was decided that auditing is a good thing (when used to look for improvements) and is detrimental when it is a checklist activity. The goodness of ITIL was also discussed -- again, using caution to allow the many changes to become "normalized" before creating a judgement.
This ‘micro meeting’ format will continue in 2024 – join the LinkedIn site (https://www.linkedin.com/groups/12777402/) to be informed of the next event. We will be looking at age and Service Management – how do you communicate to the Gen Y, Gen Z, Gen Alpha generation about service management.