TagDisruption

..and what of your ITIL service desk in the shiny digital world?

The strategy is in place.

Consultants and UXers are swarming like excited honey bees. Digital is the nectar.

Fresh mantras are replacing the dusty old ideas. Responsive! High customer experience! Peak user!

The steady murmur of buzzwords hum in the air like electric current – cloud shift, mobile, lightweight apps. Analytics.

This hive is primed and ready to fly into the new tomorrow.

But in this bright, new and shiny world, what of the ITIL service desk? When password resets are all self-service, and applications and infrastructure are in the cloud, how will the future unfold for this historical artefact of a department; they who were not invited to the fiesta digitale.

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Just Do It

One of my oldest friends is fond of using the word dischuffed. I met him when I was still living in the south of England. He hailed from the north so I assumed it was some Lancashire phraseology because I’d never heard it used prior to meeting him. Unconsciously, and probably by dint of spending a lot of time with him in my twenties, that word has become a part of my personal lexicon. I’ve seen it listed in the Collins dictionary recently and was a little surprised to find that it is a real word!

Today it’s proving very useful because I’m finding myself highly dischuffed by the fact that I left a Nokia phone charger (not so important) and my Moleskine notebook at the venue of a speaking gig that I attended yesterday.

That Moleskine notebook contains all manner of scribblings. There is a chapter of a novel that I was writing last year, countless business ideas and various other notes. That Moleskine is like my unconscious made material. So yes, very dischuffed.

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Fear and Loathing in IT Service

I recently had a speaking gig at the offices of Zendesk in London.

Now I want to say that they are the vendors of an excellent service tool, which has a distinct focus on the customer, something that’s perhaps missing from their ITIL-compliant competitors. I also want to say that I had a conversation with one of the attendees who was an IT service delivery manager at a media firm, and was also a Zendesk customer. I asked him why he opted for Zendesk instead of one of the compliant alternatives. He said that in his media firm, customers (please don’t make me say users) frequently requested all manner of non-standard and bespoke arrangements. He said that the many of ITIL tools forced him down very trammelled flows. He said that Zendesk was more flexible.

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The Process Age of IT Service is Over

In the years before I became a specialist in all things data, I worked as an IT service functionary.  I still have a finger in that pie today, talking at conferences about ITSM and (to a much lesser extent) ITIL. I have a fondly-remembered superior to thank for introducing me to ITIL in the 1990s. He was a (somewhat maverick) IT manager at a prestigious London firm and I was the newly promoted IT support manager. “Get yourself on Noel Bruton‘s IT manager course”, he said. “It’s brilliant”.

I did and it was. I picked up numerous shiny pearls of wisdom from the no-nonsense Mr Bruton. He also mentioned en passant an IT support framework called ITIL, which I’d not heard of at the time. When I returned to my desk I spent some time researching the subject and eventually bought the two OGC volumes – Service Support and Service Delivery. I was, it must be said, impressed. It immediately became clear to me that the structure and certainty which ITIL promised would be irresistible to the industry. I subsequently found myself proselyting to all who would listen about the future approach to IT service.

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Welcome To The Cxi Blog

Welcome to the cxi blog.

If you’re thinking about ways in which to transform the IT service organisation, then this may be an interesting place to linger. Here you’ll find critiques of the ITSM worldview. We believe that seeing corporate IT only through the prism of ITSM is limited and limiting. On a more positive note, you’ll also find thought and opinion here regarding what we see as the future – the trichromatic approach.

The pieces on this site are opinionated and personal as befits any blog worthy of the name. You can search, or select posts by category, tag or date in the sidebar to the left. We have many posts to add in the weeks ahead – follow cxi on Twitter to stay updated.

Comments are always welcome and we’d love to hear from you. Also if you like what you see here please visit the main cxi website.

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