Service Matters! ITSM & IT Management

Share your thoughts!

                                                                         - Posted by Ravindran A Varier 

Albert Einstein had said that if the future generation does not find any faults in his theories, then there has been some major mistake somewhere, or something like that! That was the conviction that he had that the future will question the theories of the past.

I draw inspiration from this statement from the great man. We all would have been told in our school days that we should not copy from our neighbor. But I draw inspiration from Albert Einstein and hence question this theory! This reasoning and the resulting thought process led me into the present day corporate best practice of Reuse! (I know you are surprised by the connection. In fact, Einstein would have stayed clear of his statement if only he knew it could be comprehended in this way too!

Well, jokes (and the reasoning) apart, let’s talk about reuse. In today’s world, it is really a big challenge to compare time and money. It is almost as tough as answering whether the egg came first or the chicken! Of course just like we know that egg can lead to a chicken and vice-versa, similarly we are also aware that in business, time saved is money. So businesses are laying extra stress on avoiding duplication. In jargonized language, it is termed as ‘reinventing the wheel’.

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Posted by Guest Author at 11:44 AM | Permalink | Comments (0) | TrackBacks (0)

- Anurag Bahal, Senior Consultant, Infosys

How do we create a common language of Communication and create Team Synergy using metrics?
America’s first billionaire J. Paul Getty said it “I would rather have one percent of efforts of a hundred people than a hundred percent of my own efforts”

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Posted by Guest Author at 04:31 PM | Permalink | Comments (0) | TrackBacks (0)

In my earlier blog on Change Management metrics, I wrote about how several organizations use total number of Changes as a measure of the success of their Change Management process. Here, I would like to share with you some practices I have found useful in deciding what type of metrics to measure.

Continue reading "Musings on Change Management Metrics - Part 2" »

Posted by Arvind Raman at 10:10 AM | Permalink | Comments (2) | TrackBacks (0)

The total number of changes has gone down - our Change Management process is a success ... Is it?

A while back, I was assisting an organization to implement ITIL based Change Management process. Apart from (the usual?) complexities of implementation, something that struck me was the trigger for this implementation. "There are far too many changes within our organization - we need to reduce the total number of changes".

So, why am I writing about this? Well, for one, I am still quite amazed by the number of organizations that use total number of Changes as a primary measure of how successful their Change Management program is.

Does it make sense? No? So, is "total number of changes" a wasted metric? Not really. Arguably, it is a relatively easy and very visible metric to measure. But is it sufficient? Does it give a sense of what impact these changes have had on services? Does it indicate whether testing happened rigorously? Or, for that matter, does it even indicate whether basic adherence to process happened or not - such as having a back-out plan, impact analysis carried out, etc. Obviously it's not a stand-alone metric.

So then, what's a better measure? Hmm ... we'll get to that in a bit.

Continue reading "Musings on Change Management Metrics - Part 1" »

Posted by Arvind Raman at 01:57 PM | Permalink | Comments (5) | TrackBacks (0)