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Re: The shocking truth about continual service improvement

chuck_darst

Myles,

 

I am catching up on a few HP ITSM blog posts. I just read Mary Rasmussen's on KPIs and made a comment asking about the relationship to CSI. And you have addressed by comment/question in the next post I came across. Serendipity!

 

Reflecting my comment in Mary's blog, I submit that the cost pressures of the economic turmoil of 2008 and beyond put many IT and service desk organizations into survival mode. Gartner wrote a lot on service desk maturity in 2012 and I think that you can make a reasonable arguement that a lot of organizations actually went backwards over the past 5 years. I further submit that there is a bit of an epiphany going on related to the benefits of pragmatic maturity improvements.

 

Your most seems perfectly aligned.

 

Chuck

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About the Author

chuck_darst

HPE IT Service Management Product Marketing team manager spanning our solutions for the service desk, asset mngt, CMS, and more. My background is engineering and computer science in the networking and telecom worlds. As they used to say in Telcom, "the network is the business" (hence huge focus on service management). I always enjoyed working with customers and on the business side of things, so here I am in ITSM marketing.

Comments
chuck_darst

Myles,

 

I am catching up on a few HP ITSM blog posts. I just read Mary Rasmussen's on KPIs and made a comment asking about the relationship to CSI. And you have addressed by comment/question in the next post I came across. Serendipity!

 

Reflecting my comment in Mary's blog, I submit that the cost pressures of the economic turmoil of 2008 and beyond put many IT and service desk organizations into survival mode. Gartner wrote a lot on service desk maturity in 2012 and I think that you can make a reasonable arguement that a lot of organizations actually went backwards over the past 5 years. I further submit that there is a bit of an epiphany going on related to the benefits of pragmatic maturity improvements.

 

Your most seems perfectly aligned.

 

Chuck

MylesS

This makes sense to me. Dan Ariely, who has written some great books and is a behaviorial economist at Duke, has written a HBR column entitled " You Are What You Measure". I contend that for all the service management leaders listening that if you do not actively measure against improvement goals than your IT organization is like a sail boat that is three sheets to the wind!