Q. Hi Patricia, can you give a quick intro to your session at ITSM14?
In my presentation, I will challenge the classical ITSM implementation approach and propose a different paradigm based on 7 building blocks, hence the title of my presentation and of my white paper that won two itSMF awards (UK and International) in 2013.
I have worked in IT environments for 30 years and more specifically in ITSM for the last 15 years. I have seen organisations trying hard to implement ITIL® best practices with various degrees of success. It progressively became clear to me that focusing on processes and technology (2 of the 7 building blocks) was far too restrictive and therefore was not the right thing to do.
To achieve success, there is a need to broaden the scope and open to a more systemic view of the ITSM reality, in other words to see it from a more global perspective. An IT Service Organisation is still an ‘organisation’ and therefore ITSM should not be the only reference model.
Using different reference models coming from organisational theories, I came up with 5 additional building blocks, which I will discuss at the itSMF UK conference in London.
Q. Why is getting IT Service Management right so important for organisations?
Well, it is important to get everything right nowadays, so IT Service Management is no exception.
We live in an interesting period where old paradigms are seriously challenged due to the difficult economical context.
High levels of performance have become a survival condition for organisations. As a consequence, there are more and more pressures on people who have more and more difficulties to find motivation at work, which in turn has a negative impact on results. A lot of organisations seem stuck in this vicious circle. To get out of it, it is important that they get their global strategy right, two key elements of it being people and IT. Nowadays, you can’t do without engaged people and without efficient IT.
Q. What can attendees hope to take away from your session?
In my session, I will encourage attendees to open their mind to a different, broader and more systemic approach to ITSM. They will understand on which other building blocks organisations should focus their attention in order to achieve success. They will take away concrete ideas to build solutions to the current ITSM difficulties organisations are facing.
Patricia is an ITIL® Expert with wide experience as a trainer, consultant and coach in IT environments.
Fascinated by human potential, she is also a certified coach. She studied and practiced several theories linked to the development of individuals and organisations. This, combined with her coalface experience in IT allowed her to develop an original approach to IT Service Management.
She is currently focusing her activities on helping individuals and organisations that are willing to challenge themselves to achieve high levels of performance.
Patricia’s session is on day one of ITSM14 and featured within the Skills track. To find out more or to book your conference place please visit itSMF UK