May 18, 2005
There has been a lot of talk at the Gartner Symposium about “Productizing IT,” but most of it focused on defining the service catalog, enabling business users to request services from it using “business speak,” translating them into “IT speak,” provisioning them in a workflow-driven repeatable way, and measuring the resulting improvements IT delivery performance. Countless case studies have been presented to illustrate how this results in faster, more cost-effective, higher-quality IT delivery environment.
However, as we all know, 80% of what a typical IT operations shop does is managing changes to running services rather than implementing new ones. So if we only figure out how to “productize” requests for new services, all we’ve addressed is 20% of the overall service delivery problem.
This is exactly the issue that Kris Britten and Jim Duggan addressed in their Gartner Symposium talk today “Change Management Battles Complexity.” Kris pointed out that, in addition to establishing and maturing change management processes, IT organizations should start “productizing” changes, starting with the most common change requests that can be fulfilled in a repeatable, workflow-driven, cost effective way.
Responding to a question on whether it is possible to productize certain types of changes just like we productize IT services themselves, Kris said: “Absolutely yes. We see many of our clients today crafting service catalogs that, in addition to service descriptions and service levels, contain processes and definitions for productized IMACs and productized self-service requests (such as password resets).”
The trick to implementing a “productized change” framework? – a rich service catalog, which provides a common taxonomy across all services delivered by the IT organization, encourages consistency in the definition of change management, integrates with the IT process framework and the underlying Configuration Management Database (CMDB), and becomes an essential part of the overall IT request governance framework.
The result? – “productizing” change will enable IT organizations to make a step-function improvement in the speed, quality, and efficiency of managing change – which is critically important, as that’s where the bulk of the IT operations dollars are currently spent.
Bottom line: Having helped a number of large IT organizations to “productize change” around an actionable service catalog, and having seen the compelling business benefits that resulted from this transformation, I can certainly testify that this is well worth the effort!
Posted on May 18, 2005 | Permalink
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