Kommentare zu: Enterprise 2.0 meets ITIL: Building a collaborative IT Service Management Practice, Part 1 http://oooh-shiny.com/?p=5 Nils Heuer's Rants and Ramblings on Enterprise 2.0, BSM and other stuff Thu, 09 Sep 2010 00:04:33 +0000 http://wordpress.org/?v=2.7 hourly 1 Von: Kevin Hogan http://oooh-shiny.com/?p=5&cpage=1#comment-39 Kevin Hogan Fri, 22 Jan 2010 03:12:53 +0000 http://oooh-shiny.com/?p=5#comment-39 Very interesting. I would agree with what you have to say. I think most of the big frameworks out there today don't really provide the level of collaboration - things are very fragmented and documenation is poor. I was thinking that some new model needs to be put in place. Take CRM for example. Folks know what the relationship between Leads, Contacts, Accounts, and Opportunities. We understand that activities drive everything. We need a similar model for managing IT that folks can start with an applicaiton and see the networks that support that application and the servers that run the application. Very interesting. I would agree with what you have to say. I think most of the big frameworks out there today don’t really provide the level of collaboration - things are very fragmented and documenation is poor. I was thinking that some new model needs to be put in place. Take CRM for example. Folks know what the relationship between Leads, Contacts, Accounts, and Opportunities. We understand that activities drive everything. We need a similar model for managing IT that folks can start with an applicaiton and see the networks that support that application and the servers that run the application.

]]> Von: nilsheuer http://oooh-shiny.com/?p=5&cpage=1#comment-25 nilsheuer Sun, 20 Dec 2009 18:50:53 +0000 http://oooh-shiny.com/?p=5#comment-25 Hi Jim! Thanks for your feedback. I agree somewhat that "bolting on" social media onto an existing framework might not be the best approach. I am still working on some things to figure out what works and what doesn't. I am readying the second installment of this series (an in-depth look at the prototype with some real life usecases), so hopefully some things will clear up with that. The system is built on Jive SBS (http://www.jivesoftware.com). Hi Jim!

Thanks for your feedback. I agree somewhat that “bolting on” social media onto an existing framework might not be the best approach. I am still working on some things to figure out what works and what doesn’t. I am readying the second installment of this series (an in-depth look at the prototype with some real life usecases), so hopefully some things will clear up with that. The system is built on Jive SBS (http://www.jivesoftware.com).

]]> Von: Roy Wilsker http://oooh-shiny.com/?p=5&cpage=1#comment-24 Roy Wilsker Thu, 17 Dec 2009 22:22:57 +0000 http://oooh-shiny.com/?p=5#comment-24 This is one of the major issues I'm focusing on right now - how to use the same social media practices we're implementing to support collaboration and innovation at my company as a means of completely changing the way we, as IS, provide services to our internal customers. I'll look forward to reading more from you on this topic. Thanks. This is one of the major issues I’m focusing on right now - how to use the same social media practices we’re implementing to support collaboration and innovation at my company as a means of completely changing the way we, as IS, provide services to our internal customers.

I’ll look forward to reading more from you on this topic.

Thanks.

]]> Von: Jim Federline http://oooh-shiny.com/?p=5&cpage=1#comment-23 Jim Federline Thu, 17 Dec 2009 20:03:36 +0000 http://oooh-shiny.com/?p=5#comment-23 I've was ruminating on ITSM and social media last month - your capturing my thoughts here, I couldn't agree more with pretty much all of it. I've come from over a decade years of implementing ESM and ITSM with the prevailing vendor toolsets, from installation, configuration and coding to architecture, projects, and program management. The battle scars are deep - but social media throws all of it on its ear. This will never be done with the long list of legacy engines the so-called "top-tier" vendors have pinned their futures on. I am amazed at how natural Twitter becomes part of daily habit, how easy event-streaming is to consume and overdose on, and the semantic advances made on the web for information storage, collaboration and retrieval. It all makes the whole "ITSM" convention seem too constricting and rigid by itself. We all know it is passe to want to "Align with business" now - you have to BE a business, BE part of the business, BE the business. Social media has the potential to break down many walls, walls between ITSM and operations and development; between IT and ERP consumers; between HR and ... well, you get the picture. In that, I believe it too limiting to architect and codify social ITSM software based on generally accepted ITSM frameworks... why not use "life" frameworks and "business" frameworks, they should apply to IT just fine. Make "IT" alignment look like a bad compromise. What did you build your prototype with? I've been investigating MediaWiki and some twitter clones for ideas, among others... I’ve was ruminating on ITSM and social media last month - your capturing my thoughts here, I couldn’t agree more with pretty much all of it. I’ve come from over a decade years of implementing ESM and ITSM with the prevailing vendor toolsets, from installation, configuration and coding to architecture, projects, and program management. The battle scars are deep - but social media throws all of it on its ear.

This will never be done with the long list of legacy engines the so-called “top-tier” vendors have pinned their futures on. I am amazed at how natural Twitter becomes part of daily habit, how easy event-streaming is to consume and overdose on, and the semantic advances made on the web for information storage, collaboration and retrieval.

It all makes the whole “ITSM” convention seem too constricting and rigid by itself. We all know it is passe to want to “Align with business” now - you have to BE a business, BE part of the business, BE the business. Social media has the potential to break down many walls, walls between ITSM and operations and development; between IT and ERP consumers; between HR and … well, you get the picture.

In that, I believe it too limiting to architect and codify social ITSM software based on generally accepted ITSM frameworks… why not use “life” frameworks and “business” frameworks, they should apply to IT just fine. Make “IT” alignment look like a bad compromise.

What did you build your prototype with? I’ve been investigating MediaWiki and some twitter clones for ideas, among others…

]]> Von: Daniel http://oooh-shiny.com/?p=5&cpage=1#comment-17 Daniel Thu, 05 Nov 2009 18:49:51 +0000 http://oooh-shiny.com/?p=5#comment-17 Hello Nils! This is my perception: I believe that the important information lacking in the Knowledge database of the IT department, being as you described (and well) as "most cases this is a loose combination of a set of word documents, visio diagrams and excel sheets" is mainly due to undersizing of IT departments. The "Big Boss" is only caring about having the system up and running, and in the most cases people don't have the time for updating this "Knowledge database", nor will receive recognition for it. It is an unseen work... It is not that people wouldn't like to have a nice encyclopedia for checking whenever needed, they just cannot afford the time if costs all that old updating procedure, so when they really have to do it, the information will be kept at a minimum. This "Big Boss" sees its IT department as s/he sees the latest laptop s/he bought to its son or daugther. IT became a commodity even for the companies (in my opinion wrongly), staying "cheaper" to hire a full IT team to virtualize a chirurgical intervention than to bring the Surgeon to the patient, this is the reality. So in these conditions, companies cannot expect to receive the best treatment... Greetings, Daniel Hello Nils!

This is my perception:

I believe that the important information lacking in the Knowledge database of the IT department, being as you described (and well) as “most cases this is a loose combination of a set of word documents, visio diagrams and excel sheets” is mainly due to undersizing of IT departments.

The “Big Boss” is only caring about having the system up and running, and in the most cases people don’t have the time for updating this “Knowledge database”, nor will receive recognition for it. It is an unseen work…

It is not that people wouldn’t like to have a nice encyclopedia for checking whenever needed, they just cannot afford the time if costs all that old updating procedure, so when they really have to do it, the information will be kept at a minimum.

This “Big Boss” sees its IT department as s/he sees the latest laptop s/he bought to its son or daugther.
IT became a commodity even for the companies (in my opinion wrongly), staying “cheaper” to hire a full IT team to virtualize a chirurgical intervention than to bring the Surgeon to the patient, this is the reality. So in these conditions, companies cannot expect to receive the best treatment…

Greetings,
Daniel

]]> Von: Gabi Perets http://oooh-shiny.com/?p=5&cpage=1#comment-14 Gabi Perets Fri, 30 Oct 2009 06:26:15 +0000 http://oooh-shiny.com/?p=5#comment-14 Hi Nils As always, you convince me with old topic debates between us. Very interesting ... as an evangelist and a man of vision, you may have a chance to succeed as an outsider (out of HP, that is), to create the path and leading us out of darkness to the light of your thoughts. :-) Talk to you soon, Gabi, Lighthouse Technologies Hi Nils

As always, you convince me with old topic debates between us.

Very interesting … as an evangelist and a man of vision, you may have a chance to succeed as an outsider (out of HP, that is), to create the path and leading us out of darkness to the light of your thoughts. :-)

Talk to you soon,

Gabi,
Lighthouse Technologies

]]> Von: Steve Colman http://oooh-shiny.com/?p=5&cpage=1#comment-13 Steve Colman Sun, 25 Oct 2009 07:02:03 +0000 http://oooh-shiny.com/?p=5#comment-13 Very interesting. IT teams finally eating our own medicine, takes the concepts of BTO to the next level. Looking forward to the detail Well Done Steve Very interesting.

IT teams finally eating our own medicine, takes the concepts of BTO to the next level.

Looking forward to the detail

Well Done

Steve

]]> Von: Russ http://oooh-shiny.com/?p=5&cpage=1#comment-12 Russ Sun, 25 Oct 2009 05:20:28 +0000 http://oooh-shiny.com/?p=5#comment-12 A seriously good topic this one. As an ex-HP product manager from this space I can attest to the problem of trying to get "new concepts" into existing product suites - there is a crying need for something new and intuative. One observation is that as IT departments are turned into production factories I suggest we will utilse the "production process" with "quality teams" to identify problems & work them thorugh . The differernce being where as once upon a time the factory workers had to meet on face-to-face to collaborate, now collaboration (blogs, sharepoint, e-mail, shares, etc) tools allow this to happen more or less across boundries. Trying to use collaboration tools that capture and regurgitate knowledge/issues/problems/discussions/results is one trick that helps. As a side note, I've had the significant issues getting the "problem" ITIL process to work really well and efficienctly in real life. I notice it's not one of the tabs in your screen shoots - I'd suggest it needs to be added and can be used to see if collaboration can really be made to work. Another suggestion is a service "History" tab. The emphasis being on a general historical view of how the service came about, original business drivers, implementation architectures/technologies and its evolution to where it is today. Perhaps even the names of people involved. Very wiki in nature. Russ A seriously good topic this one.
As an ex-HP product manager from this space I can attest to the problem of trying to get “new concepts” into existing product suites - there is a crying need for something new and intuative.
One observation is that as IT departments are turned into production factories I suggest we will utilse the “production process” with “quality teams” to identify problems & work them thorugh . The differernce being where as once upon a time the factory workers had to meet on face-to-face to collaborate, now collaboration (blogs, sharepoint, e-mail, shares, etc) tools allow this to happen more or less across boundries.
Trying to use collaboration tools that capture and regurgitate knowledge/issues/problems/discussions/results is one trick that helps.
As a side note, I’ve had the significant issues getting the “problem” ITIL process to work really well and efficienctly in real life. I notice it’s not one of the tabs in your screen shoots - I’d suggest it needs to be added and can be used to see if collaboration can really be made to work.
Another suggestion is a service “History” tab.
The emphasis being on a general historical view of how the service came about, original business drivers, implementation architectures/technologies and its evolution to where it is today. Perhaps even the names of people involved. Very wiki in nature.

Russ

]]> Von: Eduard Lekanne gezegd Deprez http://oooh-shiny.com/?p=5&cpage=1#comment-8 Eduard Lekanne gezegd Deprez Tue, 13 Oct 2009 10:13:56 +0000 http://oooh-shiny.com/?p=5#comment-8 Nils, You're touching one of the most interesting subjects ever. The majority of the enterprise management vendors develop tools that serve a specific need. Most of them of course offer solutions to more or less do some sort of data concolidation. Yes, you need to combine information but also combine that with all the other information and collaboration options that is spreaded over the organization. It's now allmost inpossible to collaborate because everyone has his own tools, just limited integrated, and with all different measurements. And this is only the technical part. But what about all the emails, chats, documents, knowledge etc. If this can be combined and easy to digest then can help IT organizations a lot. Good stuff! Eduard Nils,

You’re touching one of the most interesting subjects ever. The majority of the enterprise management vendors develop tools that serve a specific need. Most of them of course offer solutions to more or less do some sort of data concolidation. Yes, you need to combine information but also combine that with all the other information and collaboration options that is spreaded over the organization. It’s now allmost inpossible to collaborate because everyone has his own tools, just limited integrated, and with all different measurements. And this is only the technical part. But what about all the emails, chats, documents, knowledge etc. If this can be combined and easy to digest then can help IT organizations a lot.
Good stuff!
Eduard

]]> Von: Lutz Bartsch http://oooh-shiny.com/?p=5&cpage=1#comment-7 Lutz Bartsch Mon, 12 Oct 2009 08:12:42 +0000 http://oooh-shiny.com/?p=5#comment-7 Hi Nils, your addressing a realy underdeveloped area of IT management. Collaboration beyond fact data is not very comon in coperate ITs still. Looking at the developers site thinks like open soucre (unínforced colaboration) pushed and turned things forward a lot. While IT Organisations worldwide accept that there are good practices for development, project management, controling, emterprise architecture and even ITSM process (Togaf, COSO, COBIT, eTOM, ITIL etc.) in IT operation companies still look at themselfes at unique and uncomparable. The vendors for ITSM solution follow this perception by maintaining 20 years old tools with new featurs but not with new concepts. While on infrastructure level, we see more and more virtualization and standardization and IT becomes more and more comodity (ref. Cloud computing) on management level knowledge and experience is trated as private property, still. Helping IT organizations to public commoditize and exchange their knowledge will shift the way we live IT and in some years from now, than we might use comuping power like electricity power... I am keen to read you further thoughts about social SKMS :-) Lutz Hi Nils,

your addressing a realy underdeveloped area of IT management. Collaboration beyond fact data is not very comon in coperate ITs still. Looking at the developers site thinks like open soucre (unínforced colaboration) pushed and turned things forward a lot. While IT Organisations worldwide accept that there are good practices for development, project management, controling, emterprise architecture and even ITSM process (Togaf, COSO, COBIT, eTOM, ITIL etc.) in IT operation companies still look at themselfes at unique and uncomparable. The vendors for ITSM solution follow this perception by maintaining 20 years old tools with new featurs but not with new concepts.
While on infrastructure level, we see more and more virtualization and standardization and IT becomes more and more comodity (ref. Cloud computing) on management level knowledge and experience is trated as private property, still.
Helping IT organizations to public commoditize and exchange their knowledge will shift the way we live IT and in some years from now, than we might use comuping power like electricity power…
I am keen to read you further thoughts about social SKMS :-)
Lutz

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