MonthApril 2016

Not Culture

I thought I’d take some time out from some rather serious and quite involved writing that I’m doing to exorcise (exercise?) a minor obsession of mine.

Organisational culture seems to be a buzzword in ITSM circles at the moment, and for good reason. I think its becoming clear to most that the laudable aims of our discipline cannot be achieved without paying attention to the people who work within the sector. Good old homo sapiens, we’re not like microprocessors; we don’t execute a JP NZ 4000H command if certain conditions are met or not met. So the question appears to be, how do we align the mindset of those working in the ITSM enterprise with its stated goals.

The answer to most is simple. Get the culture right.

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Why IT Service Must Leave Taylorism Behind

These days, much of the internet chatter generated by the IT service community is on the subject of change. It is unclear whether this is due to the sector looking over its shoulder and seeing the eager face of digital approaching, scythe in hand. Perhaps the industry has had a genuine epiphany and has realised that the old style of IT service isn’t cutting the mustard with the users (customers).

Regardless of the reasons why, there is undeniably much ado about this topic and phrases such as transformation, renaissance and even metamorphosis trip easily from the pages of numerous blogs. Without doubt, this is a very refreshing development after years of what felt like shouting in the wilderness with a few others (for example, Aale Roos). It might be a bit early for breaking out the Veuve Cliquot as there are still huge swathes of ITSM functionaries out there who avert their eyes from anything that threatens the orthodoxy that they have become comfortable with over these last thirty years.

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