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I recently answered this question and then thought it may be worth posting in the blog.

Question: What quality frameworks (ISO, CMMI, ITIL, etc.) have you used in your organization(s), and what pros/cons from each have you found in your experiences?

Answer: There are three key issues that I encounter time after time:

– Faulty belief that a framework (any of these) is a silver bullet for all and any problems. I have seen them applied to correct personality conflicts and dysfunctional leadership. I kid you not!

– Failure to customize. You gotta make it yours to work for you. An IT services organization I know lost customers because third line support found themselves compiling case documentation 80% per cent of their time. Resolved that, but not before some changes at the top.

– Falling in love with your methodology. This is not set-it-and-forget-it deal and you have to test your approach for relevance all the time. Is there a better way to do it? Are our assumptions still valid? A bank I know implemented user account management policies which require faxing (this was in 2008!) of a change form to the support centre. It takes 2-3 weeks to have a user set up. Meanwhile, the business has to put these people to work, so passwords are shared as a matter of standard practice. Formally, they have adopted ITIL. In reality, they are providing poor (if not dangerous to the business) service, having failed to re-evaluate their approach.

I came across this video which demostrates so wonderfully how diverse English language really is. I find that some people understand different accents well, while others become lost in no time.

Similarly, in business, you will find that there are people (I am happy to be one of them) who can understand the language of any organization, diagnose issues promptly and suggest correction.┬áIn often find myself acting as a translator between IT departments and the rest of my clients’ businesses. I wrote an article on this for CNET (link to article).

Perhaps, I’ve just learned to listen.




website www.bizvortex.com email ibogorad@bizvortex.com phone (905) 278 4753

 

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