I’ve done a few talks to camera recently –
interviews at the itSMF Spain
conference and a mock programme at the UK. The UK thought I was perfect for
‘Antiques Roadshow’ and I have to admit I fit the title’s parameters. I watched
the people using modern video equipment and it did make me feel old. Nearly 40
years ago I was editor of the student TV society at University and I was
recalling how many of us it took to deliver 30 minutes worth of black
& white programme onto 2 inch wide reel-to-reel video tape. It seems all but
unbelievable watching the kids now (the age I was then) record it in perfectly balanced
colour on something the size of a small book – when our kit weighed more than
the library. But the whole situation is another example of getting focused on
the changes and missing what stays the same.
While the television technology has changed
beyond recognition, the basics of interviewing haven’t. So hopefully I helped by trying to follow
those basic rules for an interviewee – ignore the camera, keep talking, try to
say something interesting. You can judge for yourself at http://www.best-management-practice.tv/best-management-practice-at-the-itsmf-uk-conference-2010.
(Actually if you are sad enough to be interested in the earlier ITIL days, I
shall be writing an article on that next year.)
So, this TV stuff is like most services
these days – the technology bit keeps changing, using new ideas – basically
becoming far more complex to understand whilst at the same time becoming ever
easier to use. That means customer expectations keep increasing (you don’t find
many people content with black & white TV any more) but at the real core,
the prime deliverables remain the same. We might talk more and more about
plasma vs LCD, 3D, surround sound, HD and all the rest; but the real
satisfaction comes from watching people be clever, funny, informative etc in a
way that holds our attention and entertains us.
And there is the heart of most of what I
have been talking about at conferences for the past few years. It is easy to
measure things like pixels and screen size and the number of channels and hours
of programming available, but so much harder to measure what we actually want from
a TV service.
Keeping that old television link, last week
was the 30th anniversary of John Lennon’s murder: a sad time for anyone
of my age and background. So I found myself watching old clips of Lennon on a
programme recalling his life. Now the man was clearly an extremist with
impossible dreams – and I may well return to my belief that we need some
extremists to make the majority move at all, but that’s another blog. One of
his lines, though, did trigger the realisation that this need for real
measurement isn’t a new idea. He was ranting about governments (as usual) and
said “If anybody can put on paper what our government, and the American
government etc., and the Russian, Chinese, what they are actually trying to do,
you know, and what they think they're doing, I'd be very pleased to know what
they think they're doing”. Now he followed that with “I think they're all
insane!” which perhaps is more about presumed results than objective
measurement, but nonetheless the basic concept is interesting.
We want to know what is at the heart of
our and others’ behaviour but it is very difficult to express that. It is hard
even to ask sometimes in a way that doesn’t sound as if you have failed to pick
up the social or business norms; because often we just presume there is a
reason and take the usual comfort in things ‘that have always been done like
that’. Maybe it is just easier to hide behind the numbers and the detail of how
you are doing things rather than making it all that clear what it is you are
trying to do, why you are doing it or even who you think you are doing it for.
One last seasonal example maybe, since it
is mid-December as I write this. Many of us will get back to work in January to
be greeted by the question ‘Did you have a good Christmas?’ For those who did,
you will know without recourse to precise measurements – it isn’t based on the
number of presents you received, how many carols you sang or how much turkey
you ate. Unless the biggest fun you have is skiing, it probably won’t have
mattered that much if it snowed. But if you had a good Christmas then you will
know – but my, isn’t it hard to set genuinely accurate measures beforehand?
And what can we learn from that, or at
least set out to do better? Maybe if we are buying or delivering any kind of
service we should at least try to be aware of – if not the ultimate – then at
least a higher level goal. And don’t be surprised or disappointed if your
expensive new TV might not affect the entertainment value, although it will help
you see the ball better in the cricket, and that might be an important factor.
And at work, a new finance package won’t make your profit margins higher – but
it might tell you faster what they are, and perhaps that makes an important
difference. Just be sure that’s important enough for what it is costing you,
and that you know the knock-on effect onto the higher level measure.
There have been a lot of good discussions
on Back2ITSM recently. I find the site a wonderful reminder of the two
universal constant truths: ‘everything changes’ and ‘there is noting new under
the sun’. They might seem contradictions at first, yet the older I get the more
both seem true.
Firstly, if you aren’t looking at the
Back2ITSM group on facebook then you are missing out - go sign up, now! Let me
explain what it is and how it is brand new and full of ITSM tradition at the
Secondly, it is about people talking with
each other. That’s the bit that is the same as it’s always been. The
willingness to share ideas, help others – even those in competing organisations
– is just exactly like many itSMF regional meetings I have been to, in UK,
Canada and New Zealand; except that now we are all in three at the same time.
Of course, social media isn’t new, and
facebook is not the newest kid in town. But what is 21st century
about this kind of group are the immediacy of comment and dialogue and the wide
spectrum of simultaneous participants it allows. Since it has active members
from all across the world, there is constant input and comment.
OK, so we have all know that the technology
for this has been around a while. After all it is ‘just’ about real time input
to a forum – and we now have about 20 or 30 people across the world presenting
their opinions to an audience of 500+ (lurking is positively encouraged). For
me what is important is precisely that I am not aware of the clever technology
or feel all the time that I am using a novel means of communicating or even
just how damned clever the whole thing is. With this group I have reached stage
three in my own ‘using technology’ scale: comfort and taking for granted.
Stage 1 is when
you are using some new way of doing things just because you can. This isn’t
just about IT of course, many of us may recall how such things have affected
our choice of travel (my
example is choosing an airline because they had A380s
on the route, and even if a bit dearer I had never been on one of them before
Stage 2 is when
the mean is no longer overwhelming the ends – you’re using it now because it is
logical to do so, and it is delivering value. But, you are still very aware of
how cool it is. And you probably keep telling other people how cool it is too.
Stage 3 is when
your focus is totally on what you are doing. I can now just read what is written, comment
if I have something to say. You know it’s a normal conversation because it goes
off at tangents, people get flippant, say daft things, agree, argue, make
subtle (and sometimes not so subtle) digs at each and launch jokes that no-one
else notices. In short, it’s normal human conversation, without thinking about
how you are achieving it nor where all the people are, or what time it is there.
And to me this is a good motif for
successful technology. It isn’t when it is there and running that the implementation
part is properly over. Real success is when people don’t notice it any more,
but just get on with using it, unconsciously – as part of their everyday lives.
It’s one more example of how success is
about being invisible. First time I flew in an A380 I was excited about it –
last time I was watching a movie before we reached the runway. That’s success.
(Ok, so there was a little re-attention on the technology after the Qantas 380
had an engine explode but I am back to ignoring it again now.)
So the important lesson and message that I
see is how we need a customer perspective on the introduction of new
technology. And maybe what you actually want is people to stop telling you how
impressed they are, because then they are getting on with using it, which was,
after all, the real point of the exercise, wasn’t it?
I recently had some first hand experience –
from the receiving end – how much of an effect genuinely good customer service
can have. The experience started in dismay but was recovered well beyond
Anyway, to start at the beginning ….
I had to go and ‘swear an affidavit’ –
which for those of you not into the jargon of jurisprudence means to formally
promise what you are saying on a form is true. In England you can either pay a
solicitor for this service, or you can get it for free at the county court. So,
of course, I went off to the County Court.
Now, it started, I admit, with me failing in my responsibility to be a proactive customer. I did not think
through what I knew. County Courts in England are where the most
serious crimes are tried, so it is where the most dangerous criminals would be.
A moment’s thought, therefore, would make it obvious that there will be fairly
impressive security. But of course I was just thinking about delivering a form
so the metal scanner and request to empty my pockets took me by surprise. And
my producing my Swiss Army penknife from my pocket sent the security man into
action. The knife was confiscated – suggestions that I wasn’t even in the
building yet and could just go back, leave offending items in the car and start
again, were not allowed to be considered. I was told that I could not get my
knife back when I left but instead I needed to write in to the court manager
asking for it to be returned by post.
So, I had a perfect example of a ‘Moment of
Truth’; putting me instantly, and very extremely, ‘anti’ the staff and the
processes. It seemed obviously the staff are required to leave common-sense at
home and not bring it to work with them.
And thus, in a bad mood I reached the court
officer with whom I was to sign and swear that my forms told the truth. She
spots my mood, finds out why and explains that the rules are for protection and
cannot be altered – causing no improvement in my mood. She then looks at my
forms and points out that I have not brought all the right documents – and then
throws in for good measure that my solicitor has supplied my with the wrong set
So … it is now clear to me that I have
driven into town, paid for my car parking, lost my knife for the duration and
all for nothing because my paperwork is wrong. But fear not – after this it
gets better. I had been expecting a businesslike word or two of sympathy and if
I allowed myself a glimmer of optimism then maybe even an explanation of what I
needed to go back and fetch, so that it would work when I came back.
Instead the lady reacted very differently.
She pointed out that the forms I have forgotten are copies of documents they
already have lodged with them, and that they have blank forms of the right
kind. She fetches the missing forms, lends me a pen and helps me understand
what is needed on the right form, checks it through, makes corrections and then
duly witnesses it and formally logs it in the system as sworn and correct. As she
put it “Well the purpose is to get your stuff recorded, if I can make that
happen then why wouldn’t I help?”
Of course she was perfectly right, her job
is to help get these things done, and so thinking for herself and helping
people get there is an obviously correct attitude. Isn’t that exactly how
everyone in service delivery sees it?
Well, of course we all know that it isn’t –
not yet! The sad aspect of this kind of story
is how surprised we all are by them – that they are worthy or repeating
because this quality of service is still unusual.’
The key aspect of this story – with its two
different approaches to dealing with the customers - is how much good service
experience depends on customer facing staff that are knowledgeable of the
customer’s context and goals. But more than that even, the management trusted
and empowered (at least some of) their staff to use common sense and do what
was right – maybe even if it didn’t follow exact procedures.
Are the customer-facing staff in your
organisation trusted and empowered? If not, is it because they can’t be
trusted, or because they have been given the knowledge? Or is it just that
no-one has ever thought it would be a good idea to trust and empower them? What
happens in your organisation – do you get good service or do you a strict
process delivered, whether or not it is appropriate?
How would you feel, as manager in your
company’s IT department, when the marketing people specified, commissioned and
developed an IT application for their needs?
I was driven to ask this question by several ‘customer surveys’ that I have seen come out of the IT departments. An extract from my very favourite is shown here, which while it demonstrates admirable self-confidence it is perhaps not the perfect basis for objective assessment.
It just seems strange to me that an
industry built entirely upon providing specialist expertise to allow others to
deliver their jobs doesn't always feel the need to get specialist advice
Now, personally, I do believe I know at
least as much about building, delivering and analysing surveys as I do about
technology application. But that is mostly because I know so little about
technology. In both situations I would always welcome expert advice if I need
to get something right.
Even IT listens to the CFO’s people when it
comes to costs and accounting, yet many have potential access to significant
expertise in their marketing people that goes untapped.
This feels important to me simply because
of the all the bad surveying we still see. I suspect that availability of free
services like Survey Monkey leads us to build and do surveys without any real
planning, and without thinking through how we might analyse and use the results
when we have them. Basically a good example of reducing the ‘Plan-Do-Check-Act’
cycle down to ‘Do’ - speedy and economic but not usually very effective.
As for the confusion and the wrong results
taken from unrepresentative samples …
For simple, but telling, examples think
about how many ‘customer survey’ results you have seen where in fact it is only
users who have been addressed. It is an important thing, user satisfaction, but
it isn’t customer satisfaction and we need to find out both and act accordingly
on what we find. For example if you have 100% perfect user satisfaction, then
the odds are your customers will think they are spending too much. And you will
frequently see a mix of customers and users asked questions that are not really
targeted at all, just asked because they can. This is often based on the –
misplaced – belief that the more people you ask, then the more accurate the
answer, ignoring the whole ‘sample selection process’.
Take a classic ITSM example, where a
support unit routinely sends questionnaires to those who have made use of the
service desk. This, of course, gives you a satisfaction result amongst those
who have had sufficient problems to make them phone for help. Might you expect
a rather lower score from these people than the ones who have been working
quite happily without the need for support.
We know we need to care more and more about
understanding what our customers – and users and other stakeholders – want and
need. We also need to understand it is not always an easy task to find that
out. There is a whole professional specialism out there that delivers this
service – as service providers ourselves, proud of our professional expertise,
should we recognise that more – and take some better advice before we ‘knock
something up to measure satisfaction?
Maybe you do consult with your internal
experts if you have them, or maybe you buy in expertise. It would be good to
hear if you do.
As may have been noticed from recent blogs I
spent most of the last month travelling. Actually thinking about it, most of my
last 33 years has been travelling for work. So while I might spend much of my
time talking about service with IT professionals; the services that most impact
my life tend to be related to the travel industry. Seems to me that service is
service, and many of the lessons learned in travelling – and watching people
while travelling – are very relevant in all aspects of service delivery, IT
related or not.
What has really impressed itself upon my
mind recently is how receiving services – of whatever kind – can so often make
you feel offended, insulted, slighted or just plain angry. Objective thought
makes it pretty obvious that the intention was actually to deliver good
service, but somehow it can be hard to believe that when you see some of the
symptoms of not thinking things through.
Let’s start with a fairly innocuous and
almost silly example from the Dubai
metro system. This metro is brand new, really impressive, fast, clean
comfortable – and cheap. I can forgive its rather early closing time (11pm) and
late start on the weekend as a necessary acknowledgement of how many taxis and
especially taxi drivers need to continue to make a living – and how much they
may have felt threatened by the new metro.
What I couldn’t help but notice, and that
stuck in my mind more than anything else, were the local information maps displayed
– a good and helpful feature that shows important buildings near enough to walk
to from each station. They show where places are using colour-coded dots, for
example pink dots show hotels. At my local station there were three hotel dots
– so I which hotels were served by that metro stop. But it didn’t tell me which
hotels they were – just that they are
hotels – how much more effort would it have taken to write the names on? And
how much would that final piece of data been worth? I think that’s what bothers
me – when suppliers seem to do 90% of the work right but that missing 10%
destroys 90% of the value.
But OK, I am sure that will be remedied -
eventually. There is, however, a characteristic of physically delivered
services that I see so often – and bothers people so much – that I have tried
to give it a name. Best I have so far is VNS,
Non-Service. I am sure you have
seen it – travellers will see it at airline travel desks and immigration
counters, but all of us see it almost daily at banks, post offices and shops.
Let me set out a typical scenario - one I saw last week (and most times I
travel). There are 5 or 6 customer service desks; two of them have staff
serving the waiting line of customers, one by one. At another desk are two of
the airline or airport staff – every now and then a customer in a hurry goes up
to them, only to be turned away. These people are not attending to customers.
No, it might be that they are doing some critically important task, vital
filing, discussing long term business strategy etc. But why do they do it in
font of the customers? We can see only paid supplier staff NOT helping us, and
apparently not caring. Actually, I think banks are amongst the worse offenders,
frequently seating staff at customer facing positions to do non-customer facing
It seems to me that this is a failure to
think through how customers perceive things. Of course it might make perfect
sense to the planners and HR people – making best use of physical space, having
managers where they can see staff working etc. But – if you feel tempted to do
this, or anything else that customers will see - please think through how it
will look and feel to someone who was NOT there when you planned it.
In fact VNS and other ways to disregard customer
perception – once you think it through – have significant implication and
consequences: whether that is IT applications that decide to archive your
records when at times apparently selected to annoy you the most, scheduled
maintenance that seems to target your busy periods or supervisory staff walking
around apparently doing nothing helpful while customers wait in long lines. The
more complex our world gets, the easier it is to get things wrong. Like the maintenance
slot that is obviously good to the planner in New York but which hits the
obvious usage slot in Dubai (where Sunday is the first working day of the week,
and you want your administration services – like expense reporting – up and
running at the start of the week – which is when business travellers typically
do their expenses.
So if you are planning services that a
customer will see, please do me a favour: try and think how it will be seen and
perceived, putting aside how logical YOU already know it is. As the man said –
perception is reality, try to make your customers’ perception into your
Final story, about how it is possible to
get it right. Many years back, when I worked for the UK Forestry Commission, I
recall talking with our Recreation Planning Officer. He had just designed and
constructed some way-marked walks through a forest he personally knew very well.
Before he allowed them to be opened to the public, he brought his children in,
and walked behind them on the route – noting down everywhere they had trouble
seeing the right way – and then he corrected those faults. I believe that
nowadays this might be called ‘User Acceptance Testing’ – and what it needs is
users, not suppliers pretending they can see it from a user perspective.
It is only a week until the 2011 itSMF UK event in London (http://conference.itsmf.co.uk/agenda.html?event=1) where we are hoping to see and speak to many of our well known contacts and to take the opportunity to meet those of you attending that we have not yet had the opportunity to, be it on the IBM stand (F5) or in our session at 10.45 on Monday delivered by Ivor Macfarlane on "Can IT People be Service Managers?".
The event is always a great networking opportunity for those wanting to share their views with their peers and engage in lively debate over the current industry pain points, as well as hear from the industry experts on how they see the market shaping up in 2012 during some of the 40 sessions that are held over the two days.
This year’s session speakers include (but not limited to) experts from Tesco Bank, Deutsche Bank, Heineken, the Met Office, Barclays Bank, BT Global Services and Pepsico, not to mention keynote from Dame Tanni Grey-Thompson (Paralympics athlete with eleven gold medals and six wheelchair marathons) and Mark Hall (Deputy CIO at HM Revenue & Customs).
We encourage you to visit us on the IBM on our stand – F5, where we will be running a series of live integrated product demos, sharing our newest whitepapers and thought leadership papers. All delegates will be welcome to come and discuss with our technical experts where they think Service Management is heading and perhaps learn about new product offerings and the tools IBM has that can help organisations address the challenges they are facing.
Some ideas that we think will be the "hot topics" on our stand:
How ITUP (a free download for you!) can underpin your efforts in building ITIL processes - and how we are already ensuring it stays in line with ITIL now that the 2011 is here
How we have adapted our key SM software to cloud/SaaS. Come and see Tivoli Live!!
People are your major asset - we can help with getting your staff to 'get it' – with tools like simulator – both classroom and on-line versions
And - of course - the Smarter Planet concept - you've seen the adverts on TV, in magazines and elsewhere – now come and talk about what it really means to real people!
Throughout the two days you will also be able to Play IBM’s Watson supercomputer at Jeopardy!... can you beat it?IBM’s Watson is a real time, natural language processing
We will also be attending the annual Awards Dinner on the Monday evening, so would be more than happy to discuss things over a much needed glass (or more) of wine while listening to Lenny Henry's jokes!
Of course we hope to see you as many of you as possible at Ivor’s session on Monday; in case you have not seen the summary on the itSMF UK website, here is what he will be addressing this year:
“The need for ‘people, process and technology’ working together for successful service management is well accepted. Technology is ever more sophisticated and ITIL and COBIT ensure process is taken seriously, but the people aspect of SM does not get the attention it deserves. Successful services rely on more than creating IT applications and installing technology. Bridging the gap needs more than just adding a little extra learning – it needs a genuine change in culture, attitude and understanding.
The changes required involve focusing on every aspect of the service, how it is to be used and why – and how – it is important to the organization. Effectively, this means seeing it from the customer’s perspective. This talk will approach these issues and aims to illustrate some of the key concepts – using analogy and hopefully a little humour to explore the human elements:
• what’s involved
• what prevents it happening
• the key aspects we should build the new culture around”
Of course will be tweeting throughout the day - @servicemgmt - so make sure you follow us and join in the debate there too!
We will continue blogging after the event, so come back and read our take on the highlights from these two fun-filled days.
No trouble spotting the biggest news in
service management this week – with COBIT 5 available. I guess with both ITIL
and COBIT having released new versions over the last 12 months, that should
tell us something about the SM industry. Mostly, I think it tells us that as a
concept and topic to take seriously, service management is not going away any
But I suspect we might reading more in the
next few weeks of the ‘should I do ITIL or COBIT’ type of question. That’s a
shame, because it is still not a sensible question. Both ITIL and COBIT are
expanding their scope of course and that means more and more overlap, but I
can’t – admittedly after quick glance through only –see where any real
Of course COBIT is still a product of ISACA
and it builds upon a philosophy of control and governance. ITIL initially came from
a team set up to advise on approach rather than massive detail and that still
shows even in the 2011 version I think. And I do still believe any serious SM
profession would have both on their (electronic) bookshelf, the way a good cook
will have books by more than one cookery author on their kitchen bookshelf.
Analysing the content, requirements and
fine print can come later – and will open us up to all sorts of interpretation
and contextual adjustment. But some things hit you straight away. The core
COBIT product is available for free and takes up 685k of pdf file. The core
ITIL books cost around £300, weigh five kilos and/or take up 77.4MB of my hard
drive inside a fancy secure Adobe reader to make sure I don't pass them on to anyone
who hasn’t paid their £300. Now I know that there are lots more books around
the COBIT 5 core than give you more detail – and ISACA charges for those - but
still I must confess to liking the idea of free entry to the gig even if it
doesn’t get you that near the stage.
Putting a positive spin on the size
differential and the lack of real conflict, you can see that it shows how the
two products can be seen as complementary: COBIT’s distillation of what should
be done and structure with ITIL’s more wordy guidance.
And COBIT’s heritage shows through with several
pages on maturity assessment – great stuff for the ‘give me a number’ crew.
But maybe the most encouraging thing is the
differences that exist – the pretty clear realisation that frameworks aren’t competition
but different perspectives. Everyone in this business is really concentrating
on helping each other get better at delivering value to the customer. COBIT 5
will help so this is a good week.
Now all I need is a long flight somewhere to
give me peace and quiet to read it carefully.
Over the recent Christmas break, I found
myself at lunch with an Enterprise Architect and the
conversation turned – as it does - to the future of the IT industry.
we agreed on the
topic of what IT jobs and attitudes should be over the next 10 years – others at the table disagreed with us – but that’s a topic for another blog
Now I live in a Service Management space, and so clearly I
know that everything – at least everything about creating and delivering IT
services – is wholly contained within a complete picture of service management: because
everything flows from the need for the service – in terms of value conceived,
engineered and then delivered to the customer.
So, imagine my surprise when the enterprise
architect (let’s call him Kevin J) came out
with the phrase – introduced as though it were universally accepted knowledge –
that everything is contained within the concept of enterprise architecture and all other things fit inside that. Well, you would think that one of us has
to be wrong – but maybe not?
Seriously though, I do realise that each
of us has a coloured view of the world. But even when you know you might be, if not actually biased, at least running along familiar tracks rather than striving for
objectivity, it can still be a surprise when you run into what seems a different
Of course – in this instance it isn’t
really a different perspective at all. Human Beings to tend to fit external
matters into handy pigeon holes – and those pigeon holes are inside our own
pigeon house – service for me, EA for Kevin.
Maybe we just need to get all these
different perspectives in one room and get them to agree on which view is
right? I suspect, however, that this has been tried – and failed. Because it
isn’t conflicting theories we are dealing with here. Instead it is that
familiar old chaos machine – people and perceptions. They are all right (and
all wrong too of course, but this early in a new year let’s try and be
Trying to look at the situation
simplistically, it seems to me that we have had lots of good idea over the last
20 years or so that have been helpful – but we live in a complex interrelated world and each
successful approach brings you to an edge or interface where you are dependent
for further success on the neighbours. Human nature makes us jump to the
conclusion that if the neighbours used my approach then they would do better.
Maybe it’s true but maybe it’s not – maybe we have as much to learn from the
neighbours as they have from us?
Let’s analogise that to real neighbourhoods. Is there anyone who doesn’t think things would be better if their neighbours
behaved more like them and adopted their processes,and practices – especially
things like where it is OK to park and when it is OK to be loud? But actually
they have slightly different needs (maybe because of things we don’t have like kids and dogs or a job that requires shift working)
and so they do need to do things differently. But still there is much to learn from
each other; simple stuff like where did you get your fence fixed etc and more
strategic stuff like comparing mortgage plans or discussing the best school
Within our IT/services/architecture kind of
world we have
the same chance to benefit from discussions with our neighbours. And just like
with our domestic neighbours, the best way to get along and help each other is
by accepting others’ perspectives as equally valid. It is good to see
initiatives like devops starting
to encourage this. My major familiarity over the past 20 years has been service
management but I can see both lots to learn from our neighbours like EA and
development and also lots we can help with too.
Have you spoke to your neighbours recently?
And if so was it with a predisposition to teach or to learn?
As I wrote last week, I am looking forward to delivering more simulations over the next weeks and months, I always enjoy the buzz of working with people rather than sitting in a lonely room hitting keys and listening to the dog snore.
I went through my technologically savvy period some years ago (back in the horse-drawn computer age). For years now I’ve felt that the biggest scope for improvement in service management is through the people part of the famous trilogy of people, process and technology.
It’s important though to be sure that we don't forget it is a trilogy – in a recent presentation I used a picture of a milking stool to make the point: three legs, if you have problems in any one of them you will fall on the floor, spill the milk and fail to do your job.
So the emphasis on people is not because we don't need the technology – it’s because there have always been plenty of people selling the technology hard in our business. And it sometimes seems to me that there are people even keener and more excited to buy it – each one as much a fashion victim as the lady horrified she’ll be spotted in last year’s shoes. But – for sure – we do need good technology. Of course, I work for a software and technology company so I would say that, but that doesn’t make it wrong.
And process is still vital – that is the first level of learning that comes from our simulation games – not knowing what needs to be done usually means you don’t do what needs doing. I remember getting excited by process when I first understood how to see and then improve them. I remember also how much better ITIL V2 was than V1 when we went ‘process focused’ – and how modern and nifty we thought we were.
But again – there is no shortage of process champions, so forgive me if I keep harping on about the people. There are more of us than there used to be pushing the importance of people. Paul Wilksinson, of course, has been – and still is – a trailblazer, although he is still obliged to play the prophet because the vast majority of our industry still needs to be converted to the simple reality; that no matter how cool your IT gadgets and software and no matter how carefully researched your process, if you don't keep the third leg – people – strong and secure then things simply won’t work.
Successful politics is called ‘The art of the possible” and I am aware we – those who believe that people factors are the biggest stumbling block to successful service management – need to play that game too. No point (yet) trying to make everyone totally people focused – our efforts through the simulators and suchlike are to at least get IT managers to realise that the quality of the services they deliver does depend on people aspects. It’s simple stuff really, like people talking to each other, finding out what things matter to them.
Strangely enough, this is the kind of thing we do well and automatically outside work, but somehow it becomes so much harder when it gets all business related – maybe we like to take sides at work, or think the office is too important a place to act human in. What is about being in the office (or Datacentre or shop floor or whatever your work looks like) that strips us of some basic level of humanity? We seem able to talk to our colleagues at work about non-work things – last nights TV or football, fashions, music etc – but not about their work wants and needs.
Of course there are exceptions – we need to capture and promote these to help us get the message across. My favourite is a reversal of the norm I just described. It is from a UKgovernment department where a cricket match between IT and Finance was being played out one evening. Due to Finance’s excellent bowling there was a hiatus since the batsmen were being dismissed faster than the next one could get the equipment on. During this pause the non-striking batsmen (from IT) was chatting about work and they solved a issue that had turned into a long running fight between managers. The managers had stood on principles and formality instead of talking about what was actually wanted. The issue was solved by these real workers getting a mutual understanding through the revolutionary approach of talking and listening to each other.
That’s what we shall be trying to do with the delegates to our simulation sessions – and in other ‘take the people seriously’ initiatives. Do you have some good stories about how much difference it makes when your people are able to understand each other’s perspectives? Be great to hear them. Be even better to catch up at one of the forthcoming simulations, or to see you at Pulse in March and we can talk – and listen - over a beer. J
Next week, I'll be attending my first Pulse conference, and I have a full slate of activities planned:
- On Sunday afternoon, I will be participating in our ISM Simulator Workshop session. The workshop facilitator will be our own ITIL 'rock star', Ivor MacFarlane, and the audience will be made up of IBM customers and business partners. The workshop participants are in for a terrific one-of-a-kind interactive learning session that will confuse, frustrate and challenge them. Ultimately, they will come away with a better understanding of how to significantly bring IT services into better alignment with their business goals and strategies. And they'll also come to realize that those goals can be much more easily pursued via enhanced visibility, control, and automation—the overarching themes of the modular approach IBM takes with service management.
- On Monday and Tuesday from 11am to noon, I will be attending the Integrated Service Management Simulator Overview breakout session. In this session, you can get a preview of how the simulator highlights the challenges and business value of implementing Service Management best practices, and learn how your organization might benefit from your own team-building and thought-provoking simulator session.
- Finally, I will be working at the ISM Virtual Simulator ped in the Best Practices Zone. In this cutting edge video game, you can experience issues affecting service management and corporate profitability in a simulated organization. You will be given the opportunity to run your own business, and will gain a better understanding of challenges facing different people in a company, the value of processes and tools, and how various parts of the company positively and negatively affect the hypothetical company’s performance.
We look forward to seeing you at our breakout session!...and be sure to stop by our ped and get your game on! And if you are not one of the lucky ones attending the workshop, fear not - - we can also conduct a private Simulator Workshop session for your employees, at your site. If you are interested in your own session, send an email to firstname.lastname@example.org.
I was teaching an ITIL course last week –
with the managers’ bridge route to the ITIL expert about to close, there was a
sudden need for a trainer and I got the
chance to pick up a training gig in Dublin
. Well, on the edge
actually – in Blanchardstown. Turns out that is place to make you question your
presumptions about a country – the view from the hotel window (as you can see)
could at first glance have been most any mall in any US
town. And after being used to
seeing an Irish Bar in every town I go, this time I spent 4 days without even
seeing a pub! So, not your typical Irish trip, but both pleasant and useful
For all its economic challenges it is good
to see Ireland
still as friendly as ever – a modern multi-cultural EU country now, certainly
more expensive than ever before, but still they understand the craic. It is nice
to be in one of those towns where you are expected to sit in the front seat of
the taxi and talk about life and its meaning and pleasures – and even though my
drivers were from Hong Kong, Africa and Ulster
rather than Dublin,
still it all felt very Irish and human sized.
But I had a great time work wise too, a
rare opportunity to focus again on the ITIL material, a reminder of some parts
I had all but forgotten – including some it seems I wrote myself. Most
important though was the chance to talk with the others on the course, getting
an insight again into how this stuff works in the real world – the delegates
all being part of our managed service accounts and delivering real service
management to real customers on a day-to-day basis.
I guess I need that reminder now and again:
writing, talking – even thinking – about things is good and important stuff,
but if we lose sight and touch with actually doing the things we talk about
then inevitably we will get that writing and thinking and planning wrong. I was
lucky enough to visit some real service management workers the week before
also. That was in Abu Dhabi – a different
culture from Ireland
for sure but mostly the same issues that people in our industry face like
resistance to change and even more resistance to change management; where to
start, how to measure, the need to derive pragmatism and realism from the
theory in the best practice books.
So - a couple of weeks of good lessons for
me, and I hope for my students also. I had a good reminder of the need to keep
real, to encourage reality above ideals. I learned not to presume how a place
will be, nor to be too concerned if it looks a little different to begin with. Despite
appearances, service management issues have more in common than you might think
– across counties, cultures and industries – which gives us all a large
community of colleagues to discuss matters with and to exchange ideas and
conversation. I guess that is what we look to organisations like itSMF to
facilitate in the widest sense: service management craic.
Anyway – I am looking forward to keeping in
touch with service management reality – through talking to and working with
people in real service management jobs, be that through training, conference
discussion or more directly. We all need that good mix of ideas and
is the only truth you believe
That’s a paraphrase of many quotes – but
whichever famous quote peddler you choose, it is surely a mantra of sorts for
successful service management. To me it
neatly addresses two key points:
- It is no good meeting all the metrics that you set for yourself
if that only makes your performance look good to you – it’s the customers’
opinion that matters because they are the ones providing the money to make
it happen – and they may well stop doing that if they aren’t impressed
- What people perceive is based upon their situation and
knowledge as well as your facts.
I had some first-hand instruction on this
recently that helped my understanding. Both were a little funny at the time but
maybe with some serious messages.
Firstly two different perceptions of what
must have looked very similar situations to a detached observer – driving last
year down a fast dual-carriageway road.
Both times I was on my way to my father.
- First time an ordinary sunny day. I am driving at ‘about’ the
speed limit of 70 miles per hour – and a car comes hurtling up behind me
and sits a few metres behind me with the driver clearly impatient that I
am holding him up. I ventured an opinion as to his personality –
considering him less than sensible, some pushy-salesman type, and
certainly not deserving of my moving quickly out of his way
- Two months later I am driving down the same road – only this
time I have been summoned to my father’s hospital bedside by medical staff
with the line ‘I think you should get here as soon as you can’. Now I am
doing a lot more than 70mph, and find myself slowing down to 75 and
hanging on other cars’ back bumpers amazed at why people can’t simply get
out of the way – surely they can see I have to go quicker than that.
So – good guy or bad guy? Depends on what
you know, and that depends on what you are and what has happened somewhere
The other one, I feel the need to share all
hinges around those daily gifts we get form our dogs. Each day I take our dog
for a walk in the field behind the house. The field is just the other side of
the fence and hedge around the back garden, but to get there you have to go out
the front, down the road through the alley and back – about 300 metres or so.
Now dogs, being dogs, use the daily walk for relieving themselves and people,
being only people, are left to pick it up in plastic bags and carry it. But
since our walk takes us back down the other side of that garden fence, rather
than carry the little bags round the field, I toss them over the fence and into
our garden, to pick up and dispose of when I get back. So, I am doing this when
I realise I am being watched, by another man out walking his dog. Thinking
about it afterwards he just sees someone flinging doggy doo over a fence into someone’s
garden. He did not speak, but did manage a look that clearly had me well below
pond-scum in any kind of social acceptability league table.
OK, so some examples of skewed judgement
based on incomplete knowledge, we all have lots of them – and please feel free
to send in any good ones that have happened to you.
Very few of these matter in everyday life –
we shrug and move on and usually never see the misunderstanding or
misunderstood person again. But when it matters we need to establish
communication to get some idea of the events that drive perceptions of those
who we will interact with long term. This is why we know things about those we
live with and care about – their favourite colours, the foods they like and
dislike, which football teams they support and lots more. That is worth doing
because these people matter to us, and because this makes both their life and
ours more pleasant.
So apply this to work, how much more
pleasant – and easier – will your life be if your customers are happy with you,
if they understand what you are doing and you understand what they care about.
That simple idea is at the core of a lot of my work these days – in the
simulation games and the presentation at events. It certainly underpins the
talks I am slated to do at IBM’s Pulse and itSMF Norway in March.
If I go back to the first set of two
bullets I wrote at the start of this piece, they are trying to say that you
need to know how your customers – and maybe other stakeholders – are feeling today. This will drive how you address
things. So customer perceptions influence prioritisation – standard best
practice stuff. What I was trying to point out in my driving example was that
those perceptions and attitudes are anything but fixed. Just because you know
what mattered yesterday, doesn’t mean you know what will matter today or
tomorrow. There are clues and signs you can look for – find out what things
affect your customers attitude and monitor those yourself. Again that is
something we can do fine at home – we are aware of some of the influences that
change attitudes and perceptions on our loved ones – be that exams the next
day, football on the TV tonight, or a fight with a friend.
Maybe what we need is more formalised
gossip at work – because it is often the conversations that don't seem to be
about work that tell us most about how our customers will react – and more
importantly how they want us to react. One thing the 21st century
has brought us – big time – is new ways to gossip, or should that be freely and
rapidly exchange more information than we ever dreamed was possible. So, maybe
this is just one more business benefit of social media, one that delivers its
success by not being so obvious?
Actually, I don't care how you gather more
understanding of your customers concerns and perception influencers use every
means you can. You could do worse than simply going to visit them, talking and
listening. Set yourself a target perhaps – name one thing that would change
your customer’s priorities, and then ask them if you are right.
I was driving back from Heathrow on a recent Saturday – having gone there to collect a visitor. On the overhead information signs on the motorway was an illuminated warning sign. I had never seen this sign before, but immediately clear that this was warning me that there was an accident ahead. This exploration of graphics rather than words seems a very sensible step for a country that welcomes foreign visitors – and more so in the run up to the impending Olympics.
I have been (thanks to my work) to many countries. Some (like Brasil and Egypt) I would not dare to drive in, some (like China) I am not even allowed to drive in – but in many
I have rented cars and driven without significant mishap. But always when driving I am grateful for intuitive signage – and also very appreciative of the standard road signs across Europe. In fact it wasn’t till I got to Quebec and saw my first ‘Arête’ sign that I fully realised how much I had taken for granted the standardisation in road signs across the language range of Europe. (For those not familiar with European road signs – they say ‘Stop’ in all the EU countries, even France.)
The places I find it hardest to drive around are the ones that rely on long wordy description to convey messages to drivers. Now when this happens somewhere like Poland, I have no chance and just have to guess – or more often follow they guy in front and hope that they know what they are doing. But even in the US, where they seem committed to this kind of thing, where the language is similar to English, I find it very difficult to get the message quickly without being distracted. By the time I have read all the words I have often missed the chance to do what it was telling me.
The need for intuitive communication has been around for a long while – a great example of somewhere that has seen the need and met it well for many years is Amsterdam airport, as a transfer hub, it is specifically targeted at delivering services to the widest range of languages. Their use of intuitive graphics has been impressive for over 20 years. And of course it has to be because people transferring planes at Schipol do not have the opportunity to attend a training course on how to navigate the airport.
Nowadays that luxury of training people in how to use things is getting rarer and rarer – we have to be able to use things we have never seen before, most notably things appearing on our PCs when we use services over the internet. But also those PCs themselves and the services we use at work – I don't know the figure but it sure feels like there is much less user training than there used to be.
So – great to see the UK government getting on board with intuitive communication; surely as service managers we all need to think of how to get messages across to our customers and our users quickly and reliably. Oh, and cheaply too, your CFO will love the reduced need for training – and pretty soon are likely to be questioning the need for expensive training for something that doesn’t deliver immediate intuition.
Last week the IBM attended the UKI itSM Forum and what a
great event it was! Some really thought provoking and motivating sessions, as
well as some truly interesting conversations with our clients and
Below are a few of the highlights from the sessions attended
- would be great to hear anyone else’s thoughts on what their key take-home
messages were from the event.
Session 1 – Introduction by Barry Coreless – Chairman of the
Barry talked about how he sees the future of ITSM – the
growing automated and ever more complex tool sets, and an ever increasing
bewildering array of devices. The main
take home message for me was that he believed that organisations that linked
best practices and industry disciplines are the ones that will truly succeed.
Session 2 – Keynote from Baroness Tanni Grey Thompson DBE
A fantastic motivational speech from Tanni – including memorial
statements like “if you are going to spend time thinking... then think BIG!” She spoke about why it is important to think
about how you can be the best you can be and how individual success if not
always about the individuals themselves, but about the team they have around
them. Tough times call for tough
choices, she continued, and it is how you deal with these, improve and move on
that is what will make you successful.
Session 3 – our own Ivor Macfarlane – Can IT people be
Ivor was introduced as a man whose middle name was “ITIL”
and clearly his reputation preceded him, as we had a full house with over 60 of
the 300 delegates in the room. Ivor spoke
about how Service Managers generally have a low profile, and are orientated to
achieving another person’s hopes and desires.
He carried on the debate by saying that the best attribute a Service
Manager can have is to be invisible! Continuing
that if management don’t empower you as a Service Manager then your stuffed! A final take key message was then given, “Go
to the board – change the change process!”
Session 4 – An interactive panel session hosted by Don Page
Some really interesting stats came up in this session to the
questions asked to the delegate audience my favourite 3 below:
1. 1. Cloud Computing is here to stay – what effect
will it have on ITSM?
Major – 43%, A
bit – 36%, A little – 17%, No Opinion – 4%
2. 2. Your business now understands and is taking
seriously the importance of ITSM as an essential business enabler?
Very Seriously – 12%, Lip Service
– 42%, We don’t talk to them and they don’t take us seriously -20%, Don’t Know–
9%, Don’t Care – 17%
3. 3. Should organisations encourage Social Media to
facilitate communication between IT and end users?
Actively encourage and support –
45%, Natural Course – 37%, No -13%, Don’t Know – 2%, No Opinion – 4%
Session 5 – Stephan Mann – Forrester Research - “Anyone
questioning your value?”
One of my favourite sessions from the event, very
interesting to hear an analysts point of view. He started by stating that
Service Managers can’t deal with the value because we don’t understand the
cost, there is little transparency IT costs and the value it brings. He continued saying that costs are
continually being cut, whilst the demand for IT continues to grow. He told
delegates to take an honest look at their ITSM capabilities and short comings,
in context of what business needs, then link IT services to business
outcomes. Final message for me was “Cost
is important but value is more important... if we could demonstrate the value
they would be encouraging us to spend more”.
Session 6 – Martin Neville – Flattening the Curve
In the last session of the day, Martin discussed what companies
should be looking for from their tool providers, and that the best tool providers
are proactive not reactive. He set out ground rules for both sides – be honest
from the start, early efforts pay interest in the long term, perception is reality – stats do not lie, the
time to innovate is at the start – not when things are looking desperate, short term contractual wrangling will damage
the relationship long term and most importantly KEEP talking!
Session 1- Nigel Mear –Solid Air Consulting - Answers on a postcode
Nigel spoke about how vision is our most valuable asset and leadership
is an act, rather than a position. We
need to show up and engage! It needs to be a progressive improvement, baby
steps are ok, and it needs to be realistic, achievable and practical – don’t
aim for perfection, do something practical.
His take home message for me really was for success, we have to
acknowledge the reality of uncertainty.
Session 2 – Christian F Nissen – CRN People, Denmark –
Acquisition and Implementation of ITSM Tools
Another really interesting session, starting with the
question should organisations use a SM suite of tools from one vendor, or best
of breed tools from various vendors and attempt to integrate them. The answer is not as simple as it seems! He
emphasised the importance of running a Proof of Concept before ever fully
implementing a new tool. Organisations
need to ask themselves, is this vendor that is sleeping or evolving and
Session 3 – Dennis Shields - The 2010 Machine
My final session of the day, Dennis opened the session by
explaining people like direction, but believe their managers are out of touch. Bad
management however means the unit will not function properly. People need to be
given clear and fair directives, otherwise efficiency plummets and costs
escalates, we need to take a long term perspective if the company and its
infrastructure is going to be successful.
In summary, fantastic event, and can’t wait till next year!
A while back I wrote a blog just mentioning
devops, and what a sensible idea it seemed – certainly the word ‘devops’ hit
some bells and I got 3 times my normal hits in the first day. At the beginning
of this year (2012 in case you got here late) I wrote a blog inspired by a
discussion with a TOGAF fan; I felt we in parts of the IT world need to talk to
our neighbours a lot more.
I was reminded of these by seeing several
devops write-ups recently (separate articles in itSMF UK and US
magazines in the same month). Both are encouraging and make the unavoidable
point: what devops suggests as a matter of principle is clearly something to
be supported like the proverbial apple pie. It is just so obvious, it has to be right - why would
you not use the people who built and know a new piece of software (or anything
else for that matter) to get it in place and working, and as first point of
call should anything not work as expected?
Both articles argue that ITSM people should embrace
the ideas rather than rush to defend their empires. Devops is not the only
example, but it seems to me that what we might be faced with is set of
driven from disparate firm foundations in our vast ocean of IT
In fact the commonality between the
approaches is massive, especially once you get past a temptation to overly
rigorous application. It amazes me that the same IT people who would never
dream of reading the instructions before using their new technology toys insist
on applying every word of best practice.
If you want an example of how ITIL®
overlaps the base devops concept look at section 6.7, page 236 of Stuart
Rance’s Service Transition book in ITIL 2011.
The point I really wanted to make is that
we need to get above the point of origin and see identification, creation
delivery and operation of service as the real goal and the subject of some
integrated guidance. Everything we have so far shows its origins.
- ITIL comes from operations, for all its gallant attempts to
preach service strategy it is not really getting to the people who
should be doing so because they originate from other parts of IT/business
- Devops is coming from the development community and so
reflects their take on life. Things
like OSLC that will help smooth some of the boundaries are also being
pitched – so far – from the development side
- All of the stuff that I see is coming out of parts of IT, when
to me IT is only a part (albeit a big and important part most times).
I started my career helping organisations
establish and improve services, I got sidetracked into IT and oft-times I miss
that bigger image. I still find it hard to think only of IT aspects and
solutions, but I find I am often talking with people – suppliers and customers
– who are content to be restricted to IT aspects.
In the short term I think what we need is
more selling of the neighbour’s ideas. I want to see devops being evangelised
by someone from the ITSM community, and we need the converse too. Otherwise it
can feel like the recommendations for apple pie are coming exclusively from the
apple marketing board; doesn’t mean they are wrong but they can less than convincing, especially to a cynical audience or to one that has something they feel they must defend. Maybe I have stumbled onto my
subject for next year’s conferences – anyone interested in inviting me?