Outline Section 2: SharePoint as an ITIL implementation tool

What are the issues adopting ITIL

While ITIL promises to improve the quality of experience for end-users and thereby satisfaction with the Information Technology community changing the way the I.T. organizations operate will be difficult.  The factors that have made the Software Industry grow also place significant challenges towards changing how I.T. organizations operate.

I.T. organizations are populated by programmers, project managers, and systems administrators.  There is a balance between this triad that I.T. management teams constantly have to maintain.  Creating this balance means adjustments to the various attributes of the business model: Social/Political, Intellectual, Technical and Financial.

Since these factors are interrelated, changing one attribute can have negative effects on the other.  Implementation of these adjustments therefore becomes an even greater change management issue when you consider the change has to occur to an existing operation.  Thus making the change of business models a complex problem akin to replacing the engine on a vehicle while it’s in motion.   

Described below is the primary challenge for each attribute when changing an I.T. organization’s business model.  This is not a comprehensive list but should be a seed to develop a change management plan.        


Changing a business model is difficult, even a new model such as I.T.  A culture of how I.T. organizations and staff behave has been well established in most companies so effecting a change can be difficult.   Most I.T. departments are established as small development shops with the service delivery departments (operations and help desk) being seen as a lower skilled, paid and status role.   As such a switch to a service model may be resisted by the existing culture and have political ramifications as the organization seeks to retain the Status Quo 


A switch from a product to a service model requires a change in perspective.  That change requires the capability to see the differences between the two and understand the changes needed both technically and, behaviorally.  It is not the technology but how you use the technology becomes the key


The technical aspects of changing an I.T. business model can become daunting if not address through planning.  Many of the processes and support technology to operate as a service have not been installed due to a lack of priority as new functional developments are typically prioritized  


Converting to a Service Business Model can have significant financial implications both in terms of initial investment as well as ROI and customer satisfaction.  The initial financial investment can be chilling if not planned and executed in a rational manner.  Stakeholders may not be willing to invest in a large project with returns several years in the future as such staged investments maybe the best approach.

Change Management

Changing from one business model to another is a significant challenge.  Changing business models typically means changes on multiple areas simultaneously; Strategies, Processes, and Behaviors, Financial metrics and technologies or technology usage.  Keeping track of these changes and coordinating these from an integrated perspective supporting the overall objective become a critical factor.


About briankseitz
I live in PacNW in a small town and work for Microsoft as a Enterprise strategy and architecture SME. I enjoy solving big complex problems, cooking and eating, woodworking and reading. I typically read between 4-8 business and technology books a month.

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