February 22, 2012 Leave a comment
Considering all the churn in I.T. organizations today around skills, delivery models, development technologies application backlogs and portfolios, I’m surprise how little time CIOs and CxOs are looking at re-engineering the I.T. function to meet today’s and tomorrows new challenges. Talking across the industry with friends and colleagues this month has indicated to me most organizations are using a scatter-shot quick hit approach towards fixing the issue which seems to only be treating the symptoms. The Einstein and Clinton quote appears appropriate: “Doing the same thing expecting a different results….” or maybe it is a case of draining the swamp and all the alligators.
While pondering that, the idea of using a single instance of ITIL/CoBIt across multiple provider models (i.e., ITIL Provider Types I – III) seems doable if one takes the same mindset as OS Developers have had for years: Layers of Abstraction and delayed binding: Since the IT Governance and management functions do not require the absolute details and seven layers of precision, it is feasible. At the highest level of governance and management I would challenge anyone to see the difference between in-house IT and Outsourcing. The differences only become apparent when you’re at the 1st and 2nd levels of operations. While legal and financial details are different between in-house and Outsourcing the control objectives and processes are the same, just the R&Rs and accountabilities change and are adapted to the legal structures accountable to perform. The Service Order Management, Service Portfolio and Catalog project I’d worked on last year and blogged about prior has convinced me of that fact.
I.T. is a business within a business, but has not been managed that way. Adopting Service Management enables switching to that perspective. That switch of perspective permits a CIO to consider other aspects of I.T. that have been not given a due consideration. The surround around the technical aspects of an offering in business ( (Slywotzky, 1995) (Marks, 1998) has influence on success as much and in many cases more than the technical features.
Designing the attributes of the surround is something many businesses do by default and I.T. organizations are not even aware of but could benefit greatly by addressing.