Many organizations rush when trying to deliver a new product or service to their business. The need for delivery outweighs everything else because the business as a whole has agreed upon the very real and current need it is facing. In these situations, the overall discovery and design process commonly suffers and the results can be less than ideal in terms of efficiency, customer satisfaction, reliability, and scale-ability.
A key concept that ITIL teaches, and many ITSM software providers embrace, is the “Continuous Cycle of Improvement”, which is typically thought about in a 7-step cycle. This cycle is continuous in that it is intended to never stop.
Many organizations struggle to implement this process fully because they become stuck in a different loop of completely redesigning from scratch every time. This is not a continual cycle of improvement.
The key part that can be a differentiator is feedback. It is something, which I believe, ITIL sometimes glosses over, and many organizations will shy away from because of the assumed inherent workload associated with asking for feedback.
Feedback can take many forms; It can be as simple as a survey or comment box, which becomes intimidating when the amount of data to review is realized. Feedback can also be much more freehand: an Admin or Designer can reach out to department heads and ask for each team to discuss the ITSM system and its failures and successes. These comments are then boiled down to a short list of 5 to 10 items for the designer, admin, and directors to review at the next design meeting. Feedback can come from the customers, agents, managers, and even the service partners! The most important thing is that you are open to feedback. Providing a clear channel for this feedback can reduce your time spent looking for it, but the most important thing is to understand the importance of feedback.
The title of this blog is: “Failing to Succeed in ITSM Design".
This does not mean that success was not achieved. It means that we used a ‘failure’ TO succeed! And the mechanism that allows this is… feedback.
Feedback allows you to use your failures and learn from them.
Feedback allows your service offerings and overall product to grow and mature.
Feedback is the foundation of the continuous cycle of improvement.
Changes without the guidance of feedback are the equivalent of trying to navigate a dark and foggy room while blindfolded.
Changes without feedback are not a continuous cycle of improvement.
I encourage your organization to move swiftly when it needs to. I even encourage mistakes. But what I encourage MOST of all is feedback. Feedback is what can take your organization’s ITSM solution and its’ offerings from zero to hero, and it truly is the only way to get there.