Matt Hooper is speaking at Service Management 2016. He is an industry advocate for Service Management strategies and best practices around Enterprise Service Management. For over 20 years Matt has instituted methodologies for business intelligence and optimisation. Leveraging technology to drive business outcomes, he has built an industry reputation for his highly effective approach to creating value through Service Management. Matt is active on social media known as VigilantGuy, and co-hosts the weekly podcast: Hacking Business Technology (HackBizTech.com).
The latest content from Axelos, the makers of ITIL®, “ITIL® Practitioner Guidance”, heavily re-states an already existing mantra of ITIL®, Adapt and Adopt. The reality is, this guidance is much too little and way too late. The premise and principal behind this mantra is that we have to evaluate our current state of operational delivery capabilities, then apply the pieces of ITIL® that will help us make improvements.
This was solid guidance 10 years ago, when IT had a fighting chance to demonstrate that they were the responsible functional area to capitalise on digital strategies to lead business innovation. However, few organisations’ IT departments stepped into that role. An overtly and polarised focus on technology and process left most IT departments less cohesive, with larger walls of bureaucracy between IT operations, development, enterprise architecture and the PMO (Project Management Office – seriously, they have their own office).
Digital transformation is not merely improving what’s not working today. Transformation is the complete re-conditioning, re-structuring, and re-thinking of how digitisation is enabling organisations to act differently. ITSM professionals must truly transform if they are going to survive the new business dynamic, where “IT” is no longer a department but a pervasive business competency.
While the ITIL Practitioner Guidance has been updated with new terms and references and new more Agile concepts, there are 5 areas where “Adapt & Adopt” will just not cut it:
To be a leader in Digital Transformation, ITSM professionals need to do their own personal transformation. Like a caterpillar to a butterfly, they need to re-condition, re-structure and re-think their role in business enablement.
To learn how to be truly transformative, join me at itSMF Australia’s annual Service Management conference on Wednesday 17 – Thursday 18 August in Brisbane, Australia. I’ll be speaking at 12pm on Wednesday 17 August on: Creating enterprise agility through Lean service management and DevOps.