Importantly, it’s not an IT-business alignment thing – as hopefully most of us are now saying that “IT is part of the business” and is not a motorcycle-sidecar to it (and acting as an external service provider). The survey instead asks questions around how well ITSM professionals understand where they fit into the bigger picture of business operations, strategies, and success. I personally know that even after spending over 16 years working for the UK Post Office – through the nineties and noughties – when I left I still could have understood more about the business I was helping to deliver IT services for.
The new ITSM surveySo please take two minutes to answer our ten multiple choice questions – based on your current reality rather than your aspirations. The new survey can be found here: “How Well Does IT Know the Business?” And it’s totally anonymous to speed things up as well as to remove concerns related to being “too honest.”
The results will again be shared via blogs on ITSM.tools and an associated PDF report available for download.
Consider the real impact of silo-based workingIn IT, we often talk of silo-based working – that the left hand potentially doesn’t know what the right is doing. Leading to dropped batons, duplication of effort (and increased costs), and suboptimal outcomes. But surely the real concern should be focused “up a level” – ensuring that the IT organization as a whole isn’t siloed from other lines of business. Because, even if the IT organization is working well together, is it still at odds with the collective business wants, needs, and expectations? Plus, having “connective tissue” at the higher level should make it easier to reduce the conflicts we see lower down, because we should all be driven by a common cause. Our new survey thus asks questions related to business understanding, and across five key areas:
- The business ecosystem
- IT success measurement
- IT costs and delivered value
- The business impact of IT issues
The survey questionsIt might be easier to just jump to the survey itself at this point to avoid any duplication of effort on your part. But, of course, feel free to keep reading about the type of questions asked within it.
The business ecosystem:
- Knowledge of company products and services, markets, and customers
- Knowledge of business goals and objectives, and how you contribute to them
- Success measurement:
- Understanding how IT services support business operations and success
- How the IT organization’s performance is measured
- IT costs and delivered value:
- How business colleagues perceive the overall cost of IT
- How IT spend helps to generate business value
- Who’s considered, and therefore treated as, a customer
- How expectations of IT are set and managed
- The business impact of IT issues:
- Understanding the business impact of incidents
- Understanding the financial costs of incidents