CIOs: 5 Key ITSM Things to Do in 2020

In an earlier blog, I wrote about 5 key IT service management (ITSM) things for IT service desk managers to do in 2020. This is a follow-on blog to this – that has been updated to reflect the post-COVID-19 crisis “new normal” for businesses and ITSM – that again refers back to my A-Z of ITSM in 2020 in which I covered 26 of the most important areas for ITSM professionals to focus on this year. This time I’m taking some of those 26 points providing five practical tips for CIOs. The tips aren’t prioritized, they’re simply in alphabetical order still as per my A-Z list.

5 CIO tips

1 – “Back-office digital transformation” tip

While digital transformation was already on the radar, if not the to-do list, of most CIOs, the COVID-19 crisis has accelerated its need for many. For example, the increase in remote working has significantly amplified the need for better ways of working – replacing traditionally manual, in-office processes and practices with modern digital alternatives that increase remote-working employee collaboration and productivity.

Here, it’s important not to overlook the part that ITSM can play in making your organization’s digital transformation a success. To quote World Economic Forum (WEF) research:

“Customer engagement is essential, great product and services are mandatory, and an innovative economic model may be table stakes, but without operations all of that fails.”

With the WEF research highlighting that the creation of new products and services using technology and data, and improved customer engagement mechanisms, would struggle without the necessary transformation of back-office operations. As to how ITSM helps with digital transformation, in addition to the usual ability to deliver high quality IT services and support, enterprise service management can be used as a platform for the required back-office digital transformation. This needs to be recognized in your digital transformation pursuits.

You can read more on this in How ITSM Tools Help with Back-Office Digital Transformation

This blog provides a set of practical and key #ITSM tips for 2020 aimed at #CIOs. Are you ready to succeed in the year ahead? Share on X

2 – “Change must change” tip

If your IT department is an ITIL (v3 or 2011) shop and has so far resisted the call of DevOps, then ITIL 4 might be just the thing to help it to rethink that decision. Because ITIL 4 has blended in much of what has been, and is, making a significant impact in IT management globally. From the power of DevOps to the importance of employee experience. So, take the time – or task a team member to take the time – to digest the new ITIL 4 High Velocity IT publication. Especially how the DevOps “loop” works with the ITIL 4 service value chain activities. Ignoring the benefits of DevOps is no longer a great decision. Especially with the “new normal” world of business manadating frequent changes across the organization – from products and services through to IT services and support capabilities.

3 – “Employee experience” tip

I’ll not repeat what I’ve already covered in my second service desk manager tip, so please click through to this if you missed that blog.

While it’s easy for me to tell IT service desk managers that they need to understand what employee experience means for their IT service desks (and the people that serve and support employees) before introducing capabilities to initially measure and then improve upon their IT service desk’s employee experience. It definitely won’t be easy for them if they don’t have top-level support, funding, and the policy, practice, and performance management changes necessary to move from a focus on volumes and speed (and potentially cost reduction strategies) to one that’s firmly aimed at increasing employee productivity and the superior business outcomes that this brings. Especially since the many now-remote working employees are heavily reliant on technology to be productive. So, please ensure that you play your part in this necessary change in 2020.

CIOs must play a part in improving upon employee experience on the #servicedesk in 2020, says @Joe_the_IT_Guy Share on X

4 – “Failure is not an option” tip

To quote myself from the A-Z of ITSM in 2020 blog (hopefully, you’re OK with me doing this):

“…there’s much that needs to change in terms of what ITSM was and what it now needs to become.”

And for ITSM practices to change to meet the raised expectations of the organization and its employees, there’s going to again need to be top-level support, funding, and policy, practice, and performance management changes. There’s almost a need to react to a “perfect storm” of ITSM-affecting changes (as outlined in my A-Z blog). From the adoption of the artificial intelligence (AI) and employee-experience-related needs to the impact that these and other change drivers will have on ways of working, performance management, and the capabilities and skills required of IT staff.

Plus, lets not forget the many changes brought about by the COVID-19 crisis and the move to home working for many employees. Much of what has changed will need to remain in the “new normal,” with related improvements further moving ITSM on from what it was pre-crisis.

So, ensure that you understand the part that you need to play in all this change – from that top-level support, through ensuring that improvements are prioritized, to making them happen. After all, failure quickly climbs the organizational structure.

#ITSM practices to change to meet the raised expectations of the org & its employees, & it's going to need top-level support, funding, & policy, practice, & performance management changes, says @Joe_the_IT_Guy #CIO Share on X

5 – “ITIL 4”/“management practices” tip

So, I’ve combined two of the A-Z letters again for this tip. For me, there’s no doubt that ITIL 4 offers IT departments the opportunity to make a step-change in terms of how they design, deliver, and support IT and business services.

First, there’s the greater focus on value in the new version of ITIL, as covered in the third service desk manager tip above. It’ll likely require change driven from the top and some associated investment – with guidance provided in the ITIL 4 Drive Stakeholder Value publication. Second, there’s the guidance in the ITIL 4 High Velocity IT publication mentioned in the “change must change” tip above. Third, there’s the more-detailed ITIL 4 guidance that’s being provided via online subscription. This is the 34 ITIL 4 management practices that offer the detailed guidance that will be required by your ITSM teams. This is going to be an important platform for your 2020 improvement activities. It shows the “art of the possible” in terms of what could be added to your ITSM and wider IT management ecosystems. But, more importantly, it offers up detailed guidance on the proven solutions that your IT department could employ when tackling your organization’s many issues and opportunities. So, again, take the time – or task a team member to take the time – to understand what’s included in the new ITIL 4 content.

CIOs must take the time – or task a team member to take the time – to understand what’s included in the new ITIL 4 content, says @Joe_the_IT_Guy. #ITIL4 #CIO Share on X

So, that’s my list of five ITSM tips for CIOs in 2020 based on my earlier A-Z of ITSM in 2020 blog. What would you add? Please let me know in the comments.