What Matters is the End Goal

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Its strange how history repeats itself, fashions go in cycles, and every generation comes to them for the first time thinking these things are new, innovative and revolutionary. I guess it's because we're still human and we still need to learn the same lessons over and over again. We want to listen to advice, but can't, we want to learn from the past, but don't, we all want something that's called "common" but is far from it - sense!

May years ago now the company I worked for at the time brought a new concept to the marketplace. The analysts jumped onto it and made it their own and the market hype was all over it, it was the direction all business had to get to. Eight or more years on and we're still moving in that direction, the buzz died down, but the capabilities slowed and the term used changed from IRM to BSM.  However BSM was actually only a subset of what IRM aimed to achieve. With the complexities we find ourselves in today, with Virtualisation and Cloud computing the issues are still the same only in some cases magnified and the responsibility of ownership is moving. More and more the Business is, and will continue to, relinquishing ownership of the delivery of services to the employee (who make up the business) and allow suppliers to take over. It's something that has happened for centuries now. We moved from self-sufficiency to being reliant on others. Once, we all had wells in the garden to provide water for the household, now it's all provided through piped services. Once, we had to make our own small generators for the electrification of the Home, Farm or estate, now it's all provided through piped services. The list goes on, and so it is and will continue to be within the IT environment. Hence the need for Service Management to ensure we all have the disciplines, controls, standards and processes in place, controlled and managed to ensure delivery as required by the customers, whomever they may be.  Why did we move this way? Well for various reasons, economies of scale, cost savings, and to allow us to focus on our core competency without being dragged down by day to day necessities of life.

A slide on my website shows what is required to support the employee, who is at the centre of the business, and how these are more and more being delivered via services as depicted around the circumference of the sphere.  This slide goes back 8 years or more, so not new, but it appears it was rather a vision of the future, and more and more I can see it being fulfilled. Whether we use the same term or not is irrelevant, what matters is the end goal. Something that Geoffrey Moore of Crossing the Chasm fame predicted at roughly the same time.

Check out the slide and let me know if you see it being slowly fulfilled:

turbitt_internalexternalsp.jpg

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With all the talk on here and in IT about service, I thought I would share a few thoughts on what service actually means. I love Ken's post on surrounding the employee with services, and it brought to mind what... Read More

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About this Entry

This page contains a single entry by Ken Turbitt published on October 28, 2009 11:01 PM.

Annie Shum on Cloud Computing, Capacity Planning, and Performance Assurance was the previous entry in this blog.

You call that service!? is the next entry in this blog.

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