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Re: Improved IT Service Management requires better process management

MylesS

These reports were generated through a supporting product called HP Executive Scorecard. It also has the ability to create KPIs and drive performance and accountability to process improvement goals. To see a talk including this please click this link. http://ow.ly/oOsVt. Please know there are, also, some supporting reports provided with HP Service Manager as well.

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About the Author

MylesS

Mr. Suer is a senior manager for IT Performance Management. Prior to this role, Mr. Suer headed IT Performance Management Analytics Product Management including IT Financial Management and Executive Scorecard.

Comments
StuartRance

That is a nice use of data to help inform an intelligent discussion of how well IT is meeting the customer needs. Thank you for sharing.

 

I  tried to locate where in the ITIL books this figure of 55% comes from, but could not find it.

MylesS

Thank you, Stuart. I was an ITIL Version 3.0 reviewer. It was in the original service transition book. It would take some work, but I could go back and find the quote.

 

Myles

chuck_darst

The percentage of incidents caused by change is illusive. In my v3 Foundations class ~6 years ago, 60% was in the student workbook.

 

The past couple of years, Forrester and the itSMF AMS have run a survey which includes one question on this topic. The results are presented at the FUSION event in the fall and published later as "The State Of IT Service Management In 2012". The most common answer last year (after Don't Know) is 10-39%. I don't think you can consider this scientifically accurate, but it is interesting.

 

Here is another interesting one. Gartner published a paper this past May "Know the Top Five Reasons Why New Change Management Implementations Fail and How to Avoid Failure". In this paper, there is a statement to the effect of 80% of incidents encountered by infrastructure and operations will be caused by failed changes (and here is the key) in organizations that have not implemented an effective change management process.

 

BTW, it would be hard to prove, but I think you could make an interesting analysis/case for higher percentages of major service disrupting incidents to be caused by change in larger, distributed organizations. See http://h30499.www3.hp.com/t5/IT-Service-Management-Blog/Improving-Service-Quality-by-the-Numbers-11-10-and-9/ba-p/5879485.

 

Last thing as I love this topic, historically to get up into the 60-80% type numbers of incidents caused by change, you had to include introducing "bugs" during a change. The people tasked with the change management process and tasks could have done everything right. Luckily Agile will fix this :-).

 

Chuck

MylesS

Thanks Chuck! Now, I don't have to look this up. The fact is the number is large and if we can do a better job at change and as part of this, if can lock down configuration, we can reduce incident volume and outages. This improves service resilence and availability. This is important for IT and the rest business that runs on IT!

lwvirden

Does HP SM 9.32 have the ability to generate reports such as you use in this article?

MylesS

These reports were generated through a supporting product called HP Executive Scorecard. It also has the ability to create KPIs and drive performance and accountability to process improvement goals. To see a talk including this please click this link. http://ow.ly/oOsVt. Please know there are, also, some supporting reports provided with HP Service Manager as well.

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