Conversations from the Mirror42 Team

Implementing IT Service Management (ITSM) based on methodologies like ITIL and COBIT requires long-term dedication from organizations. Methodologies and supporting software provide guidelines of how to embed IT Service Management into the IT and business organization. In many cases, implementation is divided into (small) chunks of process formalization, and in follow-up steps processes are improved.

An implementation of ITSM can be compared to a journey where existing methodologies is your map. However, as with many journeys, the path and destination are from the on-set not exactly defined. Plan-Do-Check-Act (PDCA) cycles may help as a general guide to set a baseline of processes, and define process improvement.

A major component of process improvement is the Check cycle: monitor and evaluate the processes and results against objectives and specifications, and report the outcome. Continuous measurement of metrics after establishment of a base-line seems a good starting point in improving processes in follow-up steps. In that way these metrics can provide direction in a plan for continuous improvement of the ITSM processes.