IT Transformation and the Importance of Continuous Assessment

johnworthingtonThird Sky Expert: John Worthington, Director of Consulting, Third Sky

OK, the New Year is over, and I’ve been asked to re-name a TIPA™ webinar. The original title, “Time for a New Year’s Resolution: Time for TIPA™!” may not resonate in February, however this session is relevant for any time of the year.

continuous_improvement_iconThe webinar — in fact the entire TIPA™ webinar series — is based on my strong believe that most ITIL®improvement programs are screaming for an organizational capability to self-assess process capability and maturity…. and that drives the need for a standard approach to assessment.

Think about the consequences of not having the capability to assess processes:

  • Processes describe how work gets done — you will not really know how or why work gets done (or doesn’t get done) if you do not understand your process.
  • Processes last — it’s easy to change the org chart and move the deck chairs around; getting all those stakeholders to communicate effectively takes time and ongoing feedback.
  • Processes are where the money is — automating processes can help make ‘how you work’ more effective and efficient (that is, if you know how work gets done).
  • Processes facilitate organizational transformation — you may win mindshare with management support, but you’ll never win people’s hearts, and that’s what’s needed to achieve real transformation.

Although a good place to start, permanently outsourcing this fundamental improvement capability may simply create cycles of function/dysfunction that never really end. When IT staff can update an improvement log (i.e., a CSI Register) during the course of their work, and periodically review performance and improvement opportunities, assessment becomes a continuous process.

Now this may take some time, but transformations are as ongoing as customers, markets and technology changes. Developing a capability to self-assess your ITIL© processes is a key component of realizing successful transformation, and being able to continuously transform and remain aligned to the business.

So the name’s changed, but the message remains the same, as outlined in the companion White Paper “Business-Driven IT Transformation”.