The effect of IT service management (ITSM) transformation or improvement initiatives is not only about the business; the mental and emotional impact on the way people work and behave is a major factor – not everyone likes change.
That’s why collaboration – one of the guiding principles of ITIL® Practitioner – is so important. Collaboration needs to happen between all stakeholders, i.e., the business, customers and suppliers impacted by the improvement project. It’s also needed across the IT project teams who have direct input, information, skills and other capabilities along with the IT teams affected by the change.
The talk of collaboration at the outset of a project is often only around the tools and misses the key component of collaboration between people. This underestimates the level of potential people risk in the project. Without the right people included, collaboration is only a partial conversation and the ability to make quality decisions about the project are limited.
ITIL practitioner: meeting the challenge of people change
AXELOS’ new ITIL Practitioner best practice guidance provides ITSM practitioners with an understanding of working within a multi-framework environment. This means taking advantage of other sound methodologies and philosophies such as DevOps which include cultural and collaborative elements that help to achieve project success. Collaboration is what helps techniques like Agile and Lean work well.
ITIL Practitioner takes you from theory and language to “walking the path” of organizational change management and understanding the people change curve at a deeper level. It’s important to note, however, that the nine guiding principles of ITIL Practitioner don’t work in isolation – they are all individual gems on the way to finding the treasure and collaboration is just one part.
So what does the guidance help practitioners do?
- Stakeholder management: this is critical: not just identifying who they are, but creating a proper communication, stakeholder management and resistance plans to support and create collaboration, resulting in better buy-in, relevance and information for effective decision making.
- Creative solutions and energetic contributions: practitioners can see beyond a one-size fits all approach to improvement initiatives to find creative solutions that suit the context and culture of an organization. This also means energizing stakeholders to contribute in whatever way and in whatever role they occupy. Fostering commitment to make a positive difference.
- Increasing individual and team capability: this can involve skill levels, smoother processes plus improved and more robust technology – all things that contribute to a more productive organization. Also, happy people are productive people!
- Creating an iterative approach to improvement programmes: this enables people to digest, accept and work with changes more readily and helps get their buy-in for the next initiative based on successes. You can build a momentum of positive continual service improvement (CSI) culture in an organization so that it becomes the norm.
- Achieving your outcomes: where the primary concern is the business and its customers gaining greater value from services, obtaining return on investment and value from improvement projects is a critical success factor.
Collaboration is very culture and industry-dependent. For example Google and Virgin Atlantic have created natural, collaborative environments in which team idea sharing and interactive efforts are recognized, rewarded and celebrated. So, collaboration is really about the people and the culture of an organization and practitioners must design ITSM changes with those crucial factors in mind.
See our ITIL Practitioner section for more information about the guidance and see our ITIL Practitioner Global Summit webinars page to watch all of the sessions from the event.
More blog and webinar content from our ITIL Practitioner Global Summit
ITIL Practitioner: Tackling the challenges of Service Strategy
Using ITIL Practitioner across a range of IT job roles
ITSM challenges – the benefits of good training