Service Improvement
On behalf of SDI and itSMF, Barry Corless FISM, reviews how both ISO20000 and the Service Desk Certification programme, can help organisations with thier service improvement plans.
Executive summary - Whilst listening to a rugby union commentary recently, I heard the expert summariser talking about the winning teams approach to ‘getting across the game line'. The game line being the row of opposition players they had to breach to get closer to their goal...the try line. Using the bulk of the forwards, the stealth of the scrum half or the raw pace of the wings they were all different resources employed to achieve the same goal. They did not however trust everything to luck. Common rugby ‘processes' like scrums, line outs and other set pieces were executed with ruthless efficiency time and time again.
The set play the team chose depended on the circumstances. If they executed the set play by the book then results were always positive. It got me thinking about achieving improved IT services using ‘set plays'. Instead of forwards, backs and wings we have technicians, analysts and managers. Replacing scrums, line outs and rucks we have standards...ISO/ IEC 20000, ISO27001 or the Service Desk Institute's Certification standard as examples. Used in the right circumstances each cannot just get you over the game line but have you touching down under the posts with business benefits and cost reductions the simple conversion you cannot miss. You have to get over the game line...which standard will help?
