My days have been pretty busy lately, what with all the chatter going on about ITIL, AXELOS and impending change, yet again, for our industry. In many ways, I find it refreshing since my career (at least the well known part of it) in ITSM has been built around nudging, and sometimes shoving our industry forward with such things as my work as Chief Architect and Examiner for ITIL. While never perfect, there’s been a really positive momentum as a result.
I’ve been kept busy doing interviews, podcasts, workshops, all revolving around what’s likely to happen with ITIL and the industry in general. This got me thinking…which as many of you will know, is a dangerous sign.
But this time, I got to thinking in a different direction for a change. I got to thinking back. Yep, me…thinking back. I’m not known for that in my work, but this seems as good a time as any to do just that. Not for the sake of melancholy about the good old days, but for a different, and very important one. Keeping it real.
Many of us spend a lot of our time following social channels, trying to keep up with new technology directions, predictions, and where we are heading, that its easy to forget what’s real for most companies.
As much as we all like to be part of the pulse of change and forward momentum, we have to admit that we don’t live there most of the time. Companies still struggle with the basic service issues like providing consistent, high quality basics like a valued service desk and incident management process that everyone follows. Changes that don’t blow things up and customers that really see the value in IT.
For as often as we say these things are part of yesterday’s ITSM, they keep coming up as what companies still need help with. Ya, so we’re moving our stuff into the cloud, BUT we still have to manage it and it still screws up services and changes still bite us back, even on our good days.
I’m proud to be an expert in this industry, and to help forge the directions for the future and to be considered an innovative thought leader. That is important, but maybe not as much as this is..
I’ve been in the ITSM business for enough time to see grade schoolers grow into CIO’s of today. I get that the pace of change is approaching a speed that Mr. Einstein would approve of, but every time I sit down with one of these CIO’s who, while tweeting and googling in tandem with articulating to me that all they really want from ITSM for now is just to improve the basics, I’m grounded by the fact that what they need is just so 2013…and that’s perfect.
As we all innovate, create, postulate (sometimes while waiting on hold with the service desk)…let’s be sure to remember that being ‘just so 2013′ is just where we need to be.
There is a terminal velocity here that we can’t ignore. For every new innovation, there’s someone out there struggling to support it. That never gets old.