The importance of structured service delivery is one that cannot be understated. I can certainly say this with a sufficient degree of conviction having worked in both an unstructured IT Support role and a structured one bolstered around the principles of IT Service Management (ITSM). From within my current structured IT Support role, I consistently see a high regard for the importance of such ITSM principles which UNIFY places on our service. As such, the company has recently invested time, effort and resourcing into the implementation of an instance of the up and coming ITSM Platform – Ivanti. In addition, the company has recently joined the ITSMF community. This community is one that consists of like-minded folk who share UNIFY’s views on the importance of ITSM. The community regularly meets to discuss various topics around ITSM; the most recent one being ‘The Diversity of Service Management’. I thought I would share a little about some of the companies to topics covered when a team from UNIFY attended the June itSMF Australia event in Brisbane.
Speaker: Dr Tim McTaggart – LinkedIn
From within QUT’s Bluebox division, Dr Tim McTaggart provided insights into his own experiences with his startup company; an IoT solution which informed users of their wines readiness to drink. Many of lessons shared with the audience were those that UNIFY was familiar with, however, Tim did discuss an interesting concept which he dubbed ‘Co-Creation’. He likened the process of Co-Creation within a solution or product to the way in which a user might buy a phone but would add value through the applications and data that the user loaded onto the phone. Without this input, the phone can be considered quite worthless.
Speaker: Marley Brown – LinkedIn
The second speaker for the ITSMF conference gave accounts of his attempt to solve Isolation within an Aging Population. Marley Brown, CEO of Conpago, also covered a great a deal of startup related issues. The team from UNIFY could relate to the points made about modeling the business and product around customer feedback, something we have and continue to do with the recent rollout of our service management tool Ivanti and the modifications we make based on customer feedback.
Speaker: Matt Campbell – LinkedIn
Matt Campbell, Director of Service Potential had some incredibly interesting views on ITSM that were relevant to UNIFY and our current ITSM practices. One of the points he drove home was that ‘Capability is important for Growth’. Capability is something that UNIFY’s service desk has in abundance, both in terms of the processes that we are creating and refining, and the ITSM Toolsets feature set and utilization that we continue to focus on. In addition to his relevant points, his application of the principles of ITSM to fields outside of IT were something that we had not considered. Though not necessarily relevant to our Service Desk operations directly, the concept was refreshing. To consider the processes and style of thinking we try to cultivate within our part of the organisations could be used in other areas is something we would like to explore further when opportunities arise.
The Panel session tackled the important topic of ‘ITSM Branding in the Boardroom’. This referred to the point of view Service Management projects onto other divisions of a company. The thesis was as expected resoundingly negative, and the points and discussions from each of the panel members really shed light on the depth of the misunderstanding. This was with the exception of Matt Campbell, who argued that ITSM in his experience had finally positioned itself strongly in the boardroom and that this conference and the attendance of its members was proof of this.
This panel session made covered many relevant and interesting points such as:
- There is an issue with the tangibility of Service Management
- Relevance in boardroom comes from direction over investments
- Good ITSM will receive no reward or positive feedback, but poor ITSM will be met with unfathomable disrepute. This is to be handled with an ‘expected quality standard’
- Assurance and Stability are key outcomes for ITSM
- Losing sight of how services are consumed can be detrimental to service management
I would like to thank all the speakers, panelists and also itSMF Australia for putting on the event and the team at UNIFY look forward to attending and perhaps presenting in the future.