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Over the last few years, I have facilitated several Information Technology Service Management (ITSM) work sessions within the oil and gas and utility industries.
The challenge was to build consensus through identifying what is important, making recommendations and decisions and establish a direction that would enable the IT organization to improve processes and services offered to their customers.
The following article briefly outlines a number of lessons learned that came from our experiences.
An ITSM Work Session should provide the foundation for your organization to create the blueprint to propel IT services and business value forward. In establishing an ITSM initiative the following key groups must be involved:
Strategic: CIO and Directors to establish strategic intent, vision and enterprise objectives.
Tactical: Directors and Managers to establish improvement objectives, priorities and program charter.
Operational: Managers and Key Stake-holders to establish a solution, roadmap, business case, and project charters.
When working with your teams, build an understanding of all the work that is taking place in the IT department right now and how it fits within the ITSM support and delivery relationship models.
Discussion, training, and clarity will be required to ensure your people understand the ITSM relationship and delivery model. By engaging people in a defined work exercise, your teams can map out and see how their work aligns with your ITSM program requirements. This is effective in establishing leadership and team buy-in.