Archive for October, 2013

Drawing Stories for a Change (or two)

October 25, 2013

I’ve been writing and talking (video) about Storytelling applied to service management. And drawing stories too…

A eventful story

Events and Alarms (Mush and Room automate somewhat)

I believe telling stories is a natural and potent way of sharing and supporting change.

Want to see me presenting on storytelling at TFT14  (live drawing included, no mushrooms will be harmed), the global follow-the-sun 24 hour free online ITSM conference, that will happen next February? Vote me up!

#SMFlashBook – My Best Tip for building the Service Catalog

October 25, 2013

How to spot the most important services

[This post is part of a worldwide flashbook or flashblog, where many contributors simultaneously publish on the topic of “My top tip for building a service catalogue”. I took this paragraph from Rob’s post]

In short: Ask line of business managers what one IT service would hurt most if unavailable.

Vintage menu

Vintage menu, some rights reserved

The Service Catalog has a special unique characteristic: It uses end user language – not IT lingo!

So, in order to get the right services and have it as complete as possible, you can’t fail if you ask them. It’s a good idea to start with the most critical services in order to understand what really matters to the customer.

Extra tip: If they can’t come up with one, then ask them what most frequent complaints their users have regarding IT services.

More from ITIL Blues:

  • A Mush&Room cartoon on service request catalog here.
  • A diagram for service catalog context within ITIL aqui.
  • The difference between service catalog and service request catalog täällä.
  • A different view on service catalog, depending on perspective ici.

An interview with Lynda Cooper

October 18, 2013

Lynda taught me ISO 20000 and gave excellent advice a few years ago, showing incredible availability just when I needed it. She has the not so common knack for clarity, something I admire and aspire to.

Lynda Cooper

Here’s the interview:

1. What’s so special about Portugal?
The weather of course! I find everyone very friendly with good English which helps me as I only speak a very few words of Portuguese.

2. How do you see the Portuguese market willingness for topics like IT standards and service management?
Portugal is embracing standards and best practice frameworks. There is a realisation that to compete and to be seen to be good, it is necessary to use best practice and to prove that you are good by certification against standards.

3. Would a small organization really see return on investing in ISO 20000? Are there alternatives for this case?
ISO20000 is applicable to all organisations – large and small. Of course, it is always difficult for a small organisation to justify investing in standards. Each small organisation has to look at what the benefits will be. For example, if the small organisation cannot compete for contracts or will have a distinct advantage in competing for contracts with ISO20000, then just winning 1 or 2 extra contracts due to being certified to ISO20000 will provide the return.
An alternative to ISO20000 could be ISO 9001 which is more generic.

4. Standards like ISO 90006 and ISO 27013 focus on integration between standards. From your experience what approaches may work best for establishing an integrated management system (assuming no previous experience inside the organization)?
An integrated management system needs to recognise that there will be 3 elements:
– those processes that are common to all the standards in the IMS e.g. internal audit
– those processes that are unique to one standard e.g. budgeting and accounting for services in ISO20000
– those processes which have a partial overlap with another standard e.g. configuration management in ISO20000 partially overlaps with Clauses 7.5.3 and 7.5.5 in ISO 9001.
Once these are identified, it is easier to construct the IMS.

5. [Question from Antonio Valle Salas!] Hello Lynda,
given your strong relationship with ISO 20000, what is your opinion about the recent presentation of the spanish standard UNE 71020 that enables an incremental model for the service management system certification? Do you think that this standard will earn the respect of the international community and maybe we will see a fast-track for an incremental ISO 20.000 certification?
I must admit that I had to go away and look up UNE 71020 so that was interesting for me. An incremental model of certification had been proposed at ISO level for ISO20000 a few years ago. It was rejected on the basis that ISO20000 was designed with an integrated process approach and just a few processes does not represent a full management system and all its benefits.
It will be interesting to see if the certification bodies are willing to offer a certification scheme against UNE 71020 and the take up of this standard. I will watch with interest.

one more story – in Denmark

October 7, 2013

Once upon a time in Danmark…

http://denmark.dk/en/~/media/Denmark/Images/Meet%20the%20danes/Traditions/Fastelavn.jpg?w=580&h=372&as=1

Fatelavn – Carnival tradition in Denmark

One day,  surely on a shiny and fresh day, gentle and merry folks of Denmark accepted my humble speaking proposal on Storytelling.

Because of that, I did my best so a meaningful story would come to life

Until finally, in what looked liked just a few days after, at Köbehavn  I found myself in front of people actually looking for a story to be told.

Super-sweet. Felt fantastic. I  missed talking and see people so close, listening, groking, participating – and yes taking photos of what touched them or  in that moment was relevant.

It was a great experience at itSMF Danmark. Thanks to Michael Imhoff and Katja Dollerup!

One week later I went for the itSMF Finland conference. Ah, but that is another story.

[for more on how to use the Pixar story pitch look here]