IT Governance

The Value of Values in ITSM

IT management involves a plethora of different activities that can all help a company get the most bang for their buck. In a post for All Things ITSM, Mark Smalley explores how to unearth this value hidden within ITSM.

Peekaboo Value

Schuberg Philis is an organization that has invested in guiding principles and reaped the benefits of doing so. They have twelve principles they allow to dictate their decisions:

  1. Love
  2. Leadership
  3. Redefining possibilities
  4. Vulnerability
  5. Customers
  6. Alignment of strengths
  7. Maintaining lifelong and life-changing relationships
  8. Game-changing collaboration
  9. 100% promise
  10. Whole world opportunities
  11. The power of IT
  12. Fearless learning

These twelve principles become essential in the hiring process, because the company is careful to select only people who they think can embody these values. The corporation attributes their success to their focus on what they deem to be the most important KPI: 100% customer satisfaction. They give their employees the opportunity to feel pleasure in their work, the freedom to make these decisions, and encourage that their work is worthwhile.

There is no doubt that the agile movement is a monumental success, and that is largely because of the formation of values. One such value is the insistence that individuals and actions will always take precedence over processes and tools. Other precedents include: functioning software over comprehensive documentation, customer collaboration over contract negotiation, and being responsive to change rather than abiding by a plan. Agility acknowledges that these elements make a bigger difference. Following the agile movement’s lead, Service Management Congress set up a similar set of values in 2013.

Members of the ASL BiSL Foundation have given a great deal of thought to what kind of values IT service management should embody. Their thoughts are as followed:

  1. Business benefit over technological features
  2. Information over IT services
  3. Responding to diversification rather than the standard
  4. Preferring solutions that work today, rather than perfect solutions tomorrow
  5. Being the business’ trusted partner, rather than the order-taker

This spin on agile thinking is good food for thought. You can read the original post here:

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