Dear colleagues.

I know many of you are enjoying the book and hopefully enjoying the related discussion. Don’t worry if you have not had a chance to read the book, you are not too late. There is still time to participate.  We are on track to host the book club in July. So grab a copy and dive in! All of the information you need to get started is included in the email below.

I am really excited about discussing what we have read and learned. Stuart Rance, one of the author’s has agreed to participate which should make for a valuable and educational experience.

While you will get more out of the discussion if you read the book, everyone is welcomed to participate. If want to be included in the book club event please send a direct reply to the book club organizers.

We request a reply date of no later than June 28th. Once we collect all of the responses you will be asked to participate in a poll to select the best date and time for the event.

Sincerely, the book club organizers

Andrea Tanner ([log in to unmask])

Joseph Caudle ([log in to unmask])

Mitch Pautz ([log in to unmask])


Subject: ANNOUNCEMENT: ITSM Book Club - ITIL Practitioner Guidance

 

We would like to invite you to participate in the Educause ITSM Constituent Group Online Book Club. We will be reading the following book:

 

ITIL® Practitioner Guidance

By Axelos     

Published: 2016

ISBN-13: 978-0113314874

Available in paperback as well as Kindle formats.

 

We feel this is a great book for ITSM practitioners. ITIL is currently being updated and the book is very relevant.  

 

Participation is open to everyone! We are planning to host the book club sometime in the middle of July. A book club is a chance to discuss the various topics introduced in the book and how we have applied it in our lives. We have a few suggestions that will enhance your participation

 

  1. Purchase and read the book as group and discuss it as a team
  2. Join the conversation on the ITSM CG listserv. We'll post new discussion topics every few weeks.  
  3. Join Axelos for around the same price ($~68) as the book and enjoy free access to this publication and many more resources.  

 

Plus, we are extremely honored and proud to have Stuart Rance, one of the co-authors join us for the book club. You can read more about Stuart from his company’s website

 

For more information about the book read below;

 

ITIL Practitioner Guidance is the essential reference text which accompanies the ITIL Practitioner qualification. Fully integrated with the ITIL Practitioner syllabus, this publication is also a practical guide that helps IT service management (ITSM) professionals turn ITIL theory into practice through case studies, worksheets, templates and scenarios. The book assumes knowledge of ITIL and ITSM up to ITIL Foundation level, and begins with a discussion of the guiding principles of ITSM. It goes on to explain how these guiding principles are essential for ITSM and how they relate to philosophies, frameworks and methodologies such as DevOps, Lean, Agile etc.

The publication shows how following the CSI (continual service improvement) approach, and how the core skills of organizational change management, communication, metrics and measurement, can underpin successful ITSM improvement initiatives.

Assembled by the Practitioner Architect Team of Kevin Behr, Karen Ferris, Lou Hunnebeck, Stuart Rance, Barclay Rae and Paul Wilkinson, a team of renowned ITSM experts under the guidance of AXELOS' Kaimar Karu, ITIL Practitioner Guidance concludes with a practical toolkit containing templates, worksheets and assessments that will help ITSM professionals to improve the value of the service they provide to their customers.

 

Learn more about the book from this video.

 

We hope you can join us.

 

***************************

Visit the ITSM wiki.

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to unmask]> MIME-Version: 1.0 Content-Type: multipart/alternative; boundary="----=_Part_2392740_648044612.1529955938006" Message-ID: <[log in to unmask]> ------=_Part_2392740_648044612.1529955938006 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: quoted-printable I am EST and completely open from 1000-1400 if you want to send me a meeting request Bob Gribben On Friday, June 22, 2018, 4:14:35 PM EDT, Cheyne Robert W <[log in to unmask]> wrote: Bob,   I’m open all day Wednesday if you have some time then.   Thanks, Robert [log in to unmask] 979.845.6135   From: The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv <[log in to unmask]>On Behalf Of Robert Gribben Sent: Thursday, June 21, 2018 11:06 AM To: [log in to unmask] Subject: Re: [ITSM] Process Documentation   Robert, This is great. If you want to let’s setup a time and discuss. I can walk you through, and show you some examples. Let me know Bob Gribben   On Jun 21, 2018, at 11:33 AM, Cheyne Robert W <[log in to unmask]> wrote: That’s a good question and we’re reviewing exactly what that means for us.  We need to be able to see how a process is designed, how it’s supposed to work, including inputs, outputs, data requirements, responsibilities, etc.  There are lots of tools that do lots of things and make your coffee, but we’re just not at that maturity level yet.  But we need more than Visio diagrams, so we’re looking for that middle ground.  One thing we like about Navvia is they are focused on the ITIL framework within the tool.   So for Change Management, we need to document what instigates a change request, what happens through the lifecycle of approvals, scheduling, completion and reviews.   What are the alternative paths/choices and who is responsible at each state?  What are the policies that must be followed, and what are the ITSM tool requirements for data input at each state?  To name a few…   Any thoughts or questions welcome.   Thanks, Robert [log in to unmask] 979.845.6135   From: The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv <[log in to unmask]>On Behalf Of Bob Gribben Sent: Wednesday, June 20, 2018 2:03 PM To: [log in to unmask] Subject: Re: [ITSM] Process Documentation   I must ask what do you mean by document our process?   Bob Gribben     On Wednesday, June 20, 2018, 2:53:50 PM EDT, Cheyne Robert W <[log in to unmask]> wrote:     At Texas A&M, we have been using Navvia the past two years for process documentation.  Unfortunately, we haven’t had the resources to devote to learning and getting the full value out of the product.  I like Navvia and would like to continue using it, but budget dictates that we look for something less expensive.   What tool(s) do you use to document your ITIL processes?  What pros/cons have you found with your solution?   Thanks in advance for any insights you can provide.   Robert Cheyne, MBA, ITIL-E Change Management Service Desk | Division of Information Technology Texas A&M University 1365 TAMU | College Station, TX 77843-1365 ph: 979.845.6135 | [log in to unmask] - - - - - - - - - - - - - - - - - - - - - - - -  IT.tamu.edu   *************************** Visit theITSM wiki. *************************** Visit the ITSM wiki. *************************** Visit the ITSM wiki. *************************** Visit the ITSM wiki. *************************** Visit the ITSM wiki. *************************************************************************************************** Visit the ITSM wiki at https://sites.google.com/a/educause.edu/educause-wiki-site/itsm. ------=_Part_2392740_648044612.1529955938006 Content-Type: text/html; charset=UTF-8 Content-Transfer-Encoding: quoted-printable
I am EST and completely open from 1000-1400 if you want to send me a meeting request

Bob Gribben


On Friday, June 22, 2018, 4:14:35 PM EDT, Cheyne Robert W <[log in to unmask]> wrote:


Bob,

 

I’m open all day Wednesday if you have some time then.

 

Thanks,

Robert
[log in to unmask]
979.845.6135

 

From: The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv <[log in to unmask]> On Behalf Of Robert Gribben
Sent: Thursday, June 21, 2018 11:06 AM
To: [log in to unmask]
Subject: Re: [ITSM] Process Documentation

 

Robert,

This is great. If you want to let’s setup a time and discuss. I can walk you through, and show you some examples. Let me know

Bob Gribben

 


On Jun 21, 2018, at 11:33 AM, Cheyne Robert W <[log in to unmask]> wrote:

That’s a good question and we’re reviewing exactly what that means for us.  We need to be able to see how a process is designed, how it’s supposed to work, including inputs, outputs, data requirements, responsibilities, etc.  There are lots of tools that do lots of things and make your coffee, but we’re just not at that maturity level yet.  But we need more than Visio diagrams, so we’re looking for that middle ground.  One thing we like about Navvia is they are focused on the ITIL framework within the tool.

 

So for Change Management, we need to document what instigates a change request, what happens through the lifecycle of approvals, scheduling, completion and reviews.   What are the alternative paths/choices and who is responsible at each state?  What are the policies that must be followed, and what are the ITSM tool requirements for data input at each state?  To name a few…

 

Any thoughts or questions welcome.

 

Thanks,

Robert
[log in to unmask]
979.845.6135

 

From: The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv <[log in to unmask]> On Behalf Of Bob Gribben
Sent: Wednesday, June 20, 2018 2:03 PM
To: [log in to unmask]
Subject: Re: [ITSM] Process Documentation

 

I must ask what do you mean by document our process?

 

Bob Gribben

 

 

On Wednesday, June 20, 2018, 2:53:50 PM EDT, Cheyne Robert W <[log in to unmask]> wrote:

 

 

At Texas A&M, we have been using Navvia the past two years for process documentation.  Unfortunately, we haven’t had the resources to devote to learning and getting the full value out of the product.  I like Navvia and would like to continue using it, but budget dictates that we look for something less expensive.

 

What tool(s) do you use to document your ITIL processes?  What pros/cons have you found with your solution?

 

Thanks in advance for any insights you can provide.

 

Robert Cheyne, MBA, ITIL-E
Change Management
Service Desk | Division of Information Technology
Texas A&M University

1365 TAMU | College Station, TX 77843-1365
ph: 979.845.6135 |
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IT.tamu.edu

 

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------=_Part_2392740_648044612.1529955938006-- ========================================================================Date: Mon, 25 Jun 2018 14:30:23 -0700 Reply-To: "The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv" <[log in to unmask]> Sender: "The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv" <[log in to unmask]> From: Mitchell Pautz <[log in to unmask]> Subject: EDUCAUSE CG Mentoring program pilot - Call for applications MIME-Version: 1.0 Content-Type: multipart/alternative; boundary="00000000000087f934056f7e17cc" Message-ID: <[log in to unmask]> --00000000000087f934056f7e17cc Content-Type: text/plain; charset="UTF-8" Dear colleagues, We are pleased to announce we are now accepting applications for participation in the pilot EDUCAUSE CG Mentoring program. As a reminder, because this is a pilot we are limiting participation to two pairs per Constituent Group. If you are interested in learning more about the program, please visit https://tiny.cc/CGpilot If you have any questions about the program or the application process, feel free to contact me directly. If you are ready to apply to the program, simply fill out our web-based application form https://goo.gl/forms/N9pOhSUsxZvA67Ac2 The deadline for application is Friday July 6th at 2pm PT / 5pm ET. Pairs will be contacted and officially announced shortly thereafter. Sincerely, The EDUCAUSE CG Leaders Mentoring Subgroup Mitch Pautz, ITSM Beth Schaefer, Itana Jonathan B. Hardy, Young Professionals Precious McKoy, Sharepoint and O365 Mark Katsouros, Communications Infrastructure and Applications -- Mitch Pautz [log in to unmask] Check out: ITSM CG wiki | YouTube | LinkedIn *************************************************************************************************** Visit the ITSM wiki at https://sites.google.com/a/educause.edu/educause-wiki-site/itsm. --00000000000087f934056f7e17cc Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable

Dear colleagues,


We are pleased to announce we are now accepting applications for participation in the pilot EDUCAUSE CG Mentoring program. As a reminder, because this is a pilot we are limiting participation to two pairs per Constituent Group.


If you are interested in learning more about the program, please visit https://tiny.cc/CGpilot


If you have any questions about the program or the application process, feel free to contact me directly.


If you are ready to apply to the program, simply fill out our web-based application form https://goo.gl/forms/N9pOhSUsxZvA67Ac2


The deadline for application is Friday July 6th at 2pm PT / 5pm ET. Pairs will be contacted and officially announced shortly thereafter.



Sincerely,

The EDUCAUSE CG Leaders Mentoring Subgroup

Mitch Pautz, ITSM

Beth Schaefer, Itana

Jonathan B. Hardy, Young Professionals

Precious McKoy, Sharepoint and O365

Mark Katsouros, Communications Infrastructure and Applications


--
Mitch Pautz

Check out: ITSM CG wiki | YouTube | LinkedIn

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Visit the ITSM wiki.

--00000000000087f934056f7e17cc-- ========================================================================Date: Mon, 25 Jun 2018 22:35:17 +0000 Reply-To: "The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv" <[log in to unmask]> Sender: "The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv" <[log in to unmask]> From: Eric Nord <[log in to unmask]> Subject: Re: Request for Participation in Research Study In-Reply-To: <[log in to unmask]> Content-Type: multipart/alternative; boundary="_000_152996611809110028byuedu_" MIME-Version: 1.0 Message-ID: <[log in to unmask]> --_000_152996611809110028byuedu_ Content-Type: text/plain; charset="iso-8859-1" Content-Transfer-Encoding: quoted-printable ?Hi Matthew, What type of information are you considering collecting for this research project? [http://ericwnord.com/images/signature.png] Director, IT Service Management Office of Information Technology Brigham Young University ITB 3208 - 1388 N. University Ave, Provo, UT 84602 801-422-3800 [log in to unmask] [http://ericwnord.com/images/keys.png] ________________________________ From: The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv <[log in to unmask]> on behalf of Heller, Matthew Reuben <[log in to unmask]> Sent: Monday, June 25, 2018 10:45 AM To: [log in to unmask] Subject: [ITSM] Request for Participation in Research Study Good Afternoon, My name is Matthew Heller and I am an Enterprise Architecture graduate student in the College of Information Sciences and Technology at The Pennsylvania State University. I am seeking individuals that are interested in participating in research that I am conducting on the use of configuration management databases (CMDBs) in higher education institutions practicing IT change management. This research will be used to gather insights into both the effective and ineffective usage of CMDBs and their impact on IT services. Even if your institution does not use a CMDB or CMDBs, I would like to speak with you. The interview will take no more than 45 minutes to accomplish and all information you provide, including your name and institution, will be anonymized and will not be shared outside of this course. If you are interested in participating, please feel free to contact me directly at [log in to unmask]. I look forward to hearing from you. Sincerely, Matthew Heller *************************** Visit the ITSM wiki. *************************************************************************************************** Visit the ITSM wiki at https://sites.google.com/a/educause.edu/educause-wiki-site/itsm. --_000_152996611809110028byuedu_ Content-Type: text/html; charset="iso-8859-1" Content-Transfer-Encoding: quoted-printable

​Hi Matthew,

What type of information are you considering collecting for this research project?



Director, IT Service Management
Office of Information Technology
Brigham Young University 
ITB 3208 - 1388 N. University Ave, Provo, UT 84602
801-422-3800    [log in to unmask]





From: The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv <[log in to unmask]> on behalf of Heller, Matthew Reuben <[log in to unmask]>
Sent: Monday, June 25, 2018 10:45 AM
To: [log in to unmask]
Subject: [ITSM] Request for Participation in Research Study
 

Good Afternoon,

 

            My name is Matthew Heller and I am an Enterprise Architecture graduate student in the College of Information Sciences and Technology at The Pennsylvania State University. 

 

I am seeking individuals that are interested in participating in research that I am conducting on the use of configuration management databases (CMDBs) in higher education institutions practicing IT change management.  This research will be used to gather insights into both the effective and ineffective usage of CMDBs and their impact on IT services.  Even if your institution does not use a CMDB or CMDBs, I would like to speak with you.

 

            The interview will take no more than 45 minutes to accomplish and all information you provide, including your name and institution, will be anonymized and will not be shared outside of this course.

 

            If you are interested in participating, please feel free to contact me directly at [log in to unmask].

 

            I look forward to hearing from you.

 

Sincerely, 

 

Matthew Heller

 

 

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Visit the ITSM wiki.

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Visit the ITSM wiki.

--_000_152996611809110028byuedu_-- ========================================================================Date: Tue, 26 Jun 2018 16:43:00 +0000 Reply-To: "The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv" <[log in to unmask]> Sender: "The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv" <[log in to unmask]> From: Deborah McDaniel <[log in to unmask]> Subject: VeriSM Content-Type: multipart/related; boundary="_004_SN6PR14MB2125B8E6E5788B213066F88E83490SN6PR14MB2125namp_"; type="multipart/alternative" MIME-Version: 1.0 Message-ID: <[log in to unmask]> --_004_SN6PR14MB2125B8E6E5788B213066F88E83490SN6PR14MB2125namp_ Content-Type: multipart/alternative; boundary="_000_SN6PR14MB2125B8E6E5788B213066F88E83490SN6PR14MB2125namp_" --_000_SN6PR14MB2125B8E6E5788B213066F88E83490SN6PR14MB2125namp_ Content-Type: text/plain; charset="iso-8859-1" Content-Transfer-Encoding: quoted-printable Greetings Everyone, I was wondering if anyone here has taken a look at VeriSM. I'd love to hear your thoughts/feedback on this subject. Thanks, Deb __________________________________________ Deborah L. McDaniel Associate Director, IT Service Management 96 Davidson Rd, Room 194 Piscataway, NJ 08854 848.445.1753 / [log in to unmask] [cid:7ee72dc9-ff87-4cc3-8152-d494a91032a2] *************************************************************************************************** Visit the ITSM wiki at https://sites.google.com/a/educause.edu/educause-wiki-site/itsm. --_000_SN6PR14MB2125B8E6E5788B213066F88E83490SN6PR14MB2125namp_ Content-Type: text/html; charset="iso-8859-1" Content-Transfer-Encoding: quoted-printable

Greetings Everyone,


I was wondering if anyone here has taken a look at VeriSM. I'd love to hear your thoughts/feedback on this subject.


Thanks, Deb


__________________________________________

Deborah L. McDaniel

Associate Director, IT Service Management

96 Davidson Rd, Room 194

Piscataway, NJ 08854

848.445.1753 / [log in to unmask]





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Visit the ITSM wiki.

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Management (ITSM) Constituent Group Listserv" <[log in to unmask]> Sender: "The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv" <[log in to unmask]> From: Andrea Tanner <[log in to unmask]> Subject: Re: VeriSM In-Reply-To: <[log in to unmask]> MIME-Version: 1.0 Content-Type: multipart/related; boundary="000000000000a9a202056f8ef0de" Message-ID: <[log in to unmask]> --000000000000a9a202056f8ef0de Content-Type: multipart/alternative; boundary="000000000000a9a1ff056f8ef0dd" --000000000000a9a1ff056f8ef0dd Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hello, I have! I like it. I read the VeriSM book earlier this summer and found it to be well thought out. I think this is an overarching framework that can help be the glue to putting other frameworks together. What I liked about the book the most (and the framework mesh) is that it gives you a great overview of lots of approaches such as DevOps, Lean, ITIL, etc. Some of them I knew very well, some I did not know much about at all. It gives enough of an overview of different approaches to help you get an idea what that approach is about, how it can help your organization, why you might want to learn more, and how it fits/complements with other approaches you might be using. The book encourages you to mix and match approaches based on your goals. I am going to pursue the certificate. There is a training/prep course plus exam that is inexpensive and seems to have a lot of good resources for the exam. https://goodcert.com/products/verism-plus-course-value-pack-plus-exam I am ITIL v3 Fdn certified so I will be trying for the Verism Plus cert. I liked that this training offering was priced low enough that I can pursue using personal funds. It might be a fad and it might go nowhere if people do not find the value but I personally did find the materials helpful. If you have a limited training budget for ITSM improvements and want to start somewhere, I would *probably* go with ITIL Fdn training as my first choice, though, since it is so pervasive, is a great approach for higher ed, and easy to implement hands-on "recipe" type items as a result of what you learned (service catalogs, KMS, change management, etc). :) I'd love to know what other people think about Verism. For the book club we are reading something else but I was really rooting for reading the Verism Book and seeing what people thought. Maybe we can do that next book club. Andrea Andrea Tanner, M.S. Assistant Director of Client Services Morgan State University [log in to unmask] (443) 885-4445 On Tue, Jun 26, 2018 at 12:43 PM, Deborah McDaniel <[log in to unmask]> wrote: > Greetings Everyone, > > > I was wondering if anyone here has taken a look at VeriSM. I'd love to > hear your thoughts/feedback on this subject. > > > Thanks, Deb > > > > > > __________________________________________ > > *Deborah L. McDaniel* > > Associate Director, IT Service Management > > 96 Davidson Rd, Room 194 > > > Piscataway, NJ 08854 > > > 848.445.1753 / [log in to unmask] > > > > > > *************************** > > Visit the ITSM wiki > . > > *************************************************************************************************** Visit the ITSM wiki at https://sites.google.com/a/educause.edu/educause-wiki-site/itsm. --000000000000a9a1ff056f8ef0dd Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable
Hello,

I have!  I like it.  I read the VeriSM book earlier this summer and found it to be well thought out.  I think this is an overarching framework that can help be the glue to putting other frameworks together. 

What I liked about the book the most (and the framework mesh) is that it gives you a great overview of lots of approaches such as DevOps, Lean, ITIL, etc.  Some of them I knew very well, some I did not know much about at all.  It gives enough of an overview of different approaches to help you get an idea what that approach is about, how it can help your organization, why you might want to learn more, and how it fits/complements with other approaches you might be using.  The book encourages you to mix and match approaches based on your goals.

I am going to pursue the certificate.  There is a training/prep course plus exam that is inexpensive and seems to have a lot of good resources for the exam.  https://goodcert.com/products/verism-plus-course-value-pack-plus-exam  I am ITIL v3 Fdn certified so I will be trying for the Verism Plus cert.  I liked that this training offering was priced low enough that I can pursue using personal funds.

It might be a fad and it might go nowhere if people do not find the value but I personally did find the materials helpful.  If you have a limited training budget for ITSM improvements and want to start somewhere, I would probably go with ITIL Fdn training as my first choice, though, since it is so pervasive, is a great approach for higher ed, and easy to implement hands-on "recipe" type items as a result of what you learned (service catalogs, KMS, change management, etc).  :)

I'd love to know what other people think about Verism.  For the book club we are reading something else but I was really rooting for reading the Verism Book and seeing what people thought.  Maybe we can do that next book club.

Andrea

Andrea Tanner, M.S. 
Assistant Director of Client Services
Morgan State University
[log in to unmask]
(443) 885-4445


On Tue, Jun 26, 2018 at 12:43 PM, Deborah McDaniel <[log in to unmask]> wrote:

Greetings Everyone,


I was wondering if anyone here has taken a look at VeriSM. I'd love to hear your thoughts/feedback on this subject.


Thanks, Deb


__________________________________________

Deborah L. McDaniel

Associate Director, IT Service Management

96 Davidson Rd, Room 194

Piscataway, NJ 08854

848.445.1753 / [log in to unmask]





***************************

Visit the ITSM wiki.







***************************

Visit the ITSM wiki.

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In-Reply-To: <[log in to unmask]> Content-Type: multipart/related; boundary="_005_SN6PR14MB2125A1A63E8CD9EA701AAC1F83480SN6PR14MB2125namp_"; type="multipart/alternative" MIME-Version: 1.0 Message-ID: <[log in to unmask]> --_005_SN6PR14MB2125A1A63E8CD9EA701AAC1F83480SN6PR14MB2125namp_ Content-Type: multipart/alternative; boundary="_000_SN6PR14MB2125A1A63E8CD9EA701AAC1F83480SN6PR14MB2125namp_" --_000_SN6PR14MB2125A1A63E8CD9EA701AAC1F83480SN6PR14MB2125namp_ Content-Type: text/plain; charset="iso-8859-1" Content-Transfer-Encoding: quoted-printable Andrea, Thanks for your feedback, guidance, and the great links! I asked about this subject because I ran across this article yesterday that got me to thinking about how to incorporate VeriSM with our ITIL investments (training, process, technology): https://tinyurl.com/ycrrp789. I also found a great infographic of the VeriSM Key Concepts: https://www.verism.global/. I'm a visual person, so this helped me a lot. I'm also very interested in reading the VeriSM book as a book club topic. Thanks, Deb __________________________________________ Deborah L. McDaniel Associate Director, IT Service Management 96 Davidson Rd, Room 194 Piscataway, NJ 08854 848.445.1753 / [log in to unmask] [cid:ace9fb52-0288-4621-96d1-df40216aa73e] ________________________________ From: The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv <[log in to unmask]> on behalf of Andrea Tanner <[log in to unmask]> Sent: Tuesday, June 26, 2018 1:36 PM To: [log in to unmask] Subject: Re: [ITSM] VeriSM Hello, I have! I like it. I read the VeriSM book earlier this summer and found it to be well thought out. I think this is an overarching framework that can help be the glue to putting other frameworks together. What I liked about the book the most (and the framework mesh) is that it gives you a great overview of lots of approaches such as DevOps, Lean, ITIL, etc. Some of them I knew very well, some I did not know much about at all. It gives enough of an overview of different approaches to help you get an idea what that approach is about, how it can help your organization, why you might want to learn more, and how it fits/complements with other approaches you might be using. The book encourages you to mix and match approaches based on your goals. I am going to pursue the certificate. There is a training/prep course plus exam that is inexpensive and seems to have a lot of good resources for the exam. https://goodcert.com/products/verism-plus-course-value-pack-plus-exam I am ITIL v3 Fdn certified so I will be trying for the Verism Plus cert. I liked that this training offering was priced low enough that I can pursue using personal funds. It might be a fad and it might go nowhere if people do not find the value but I personally did find the materials helpful. If you have a limited training budget for ITSM improvements and want to start somewhere, I would probably go with ITIL Fdn training as my first choice, though, since it is so pervasive, is a great approach for higher ed, and easy to implement hands-on "recipe" type items as a result of what you learned (service catalogs, KMS, change management, etc). :) I'd love to know what other people think about Verism. For the book club we are reading something else but I was really rooting for reading the Verism Book and seeing what people thought. Maybe we can do that next book club. Andrea Andrea Tanner, M.S. Assistant Director of Client Services Morgan State University [log in to unmask] (443) 885-4445 On Tue, Jun 26, 2018 at 12:43 PM, Deborah McDaniel <[log in to unmask]> wrote: Greetings Everyone, I was wondering if anyone here has taken a look at VeriSM. I'd love to hear your thoughts/feedback on this subject. Thanks, Deb __________________________________________ Deborah L. McDaniel Associate Director, IT Service Management 96 Davidson Rd, Room 194 Piscataway, NJ 08854 848.445.1753 / [log in to unmask] [cid:7ee72dc9-ff87-4cc3-8152-d494a91032a2] *************************** Visit the ITSM wiki. *************************** Visit the ITSM wiki. *************************************************************************************************** Visit the ITSM wiki at https://sites.google.com/a/educause.edu/educause-wiki-site/itsm. --_000_SN6PR14MB2125A1A63E8CD9EA701AAC1F83480SN6PR14MB2125namp_ Content-Type: text/html; charset="iso-8859-1" Content-Transfer-Encoding: quoted-printable

Andrea,


Thanks for your feedback, guidance, and the great links!


I asked about this subject because I ran across this article yesterday that got me to thinking about how to incorporate VeriSM with our ITIL investments (training, process, technology): https://tinyurl.com/ycrrp789. I also found a great infographic of the VeriSM Key Concepts: https://www.verism.global/. I'm a visual person, so this helped me a lot.


I'm also very interested in reading the VeriSM book as a book club topic.


Thanks, Deb

__________________________________________

Deborah L. McDaniel

Associate Director, IT Service Management

96 Davidson Rd, Room 194

Piscataway, NJ 08854

848.445.1753 / [log in to unmask]








From: The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv <[log in to unmask]> on behalf of Andrea Tanner <[log in to unmask]>
Sent: Tuesday, June 26, 2018 1:36 PM
To: [log in to unmask]
Subject: Re: [ITSM] VeriSM
 
Hello,

I have!  I like it.  I read the VeriSM book earlier this summer and found it to be well thought out.  I think this is an overarching framework that can help be the glue to putting other frameworks together. 

What I liked about the book the most (and the framework mesh) is that it gives you a great overview of lots of approaches such as DevOps, Lean, ITIL, etc.  Some of them I knew very well, some I did not know much about at all.  It gives enough of an overview of different approaches to help you get an idea what that approach is about, how it can help your organization, why you might want to learn more, and how it fits/complements with other approaches you might be using.  The book encourages you to mix and match approaches based on your goals.

I am going to pursue the certificate.  There is a training/prep course plus exam that is inexpensive and seems to have a lot of good resources for the exam.  https://goodcert.com/products/verism-plus-course-value-pack-plus-exam  I am ITIL v3 Fdn certified so I will be trying for the Verism Plus cert.  I liked that this training offering was priced low enough that I can pursue using personal funds.

It might be a fad and it might go nowhere if people do not find the value but I personally did find the materials helpful.  If you have a limited training budget for ITSM improvements and want to start somewhere, I would probably go with ITIL Fdn training as my first choice, though, since it is so pervasive, is a great approach for higher ed, and easy to implement hands-on "recipe" type items as a result of what you learned (service catalogs, KMS, change management, etc).  :)

I'd love to know what other people think about Verism.  For the book club we are reading something else but I was really rooting for reading the Verism Book and seeing what people thought.  Maybe we can do that next book club.

Andrea

Andrea Tanner, M.S. 
Assistant Director of Client Services
Morgan State University
[log in to unmask]
(443) 885-4445


On Tue, Jun 26, 2018 at 12:43 PM, Deborah McDaniel <[log in to unmask]> wrote:

Greetings Everyone,


I was wondering if anyone here has taken a look at VeriSM. I'd love to hear your thoughts/feedback on this subject.


Thanks, Deb


__________________________________________

Deborah L. McDaniel

Associate Director, IT Service Management

96 Davidson Rd, Room 194

Piscataway, NJ 08854

848.445.1753 / [log in to unmask]





***************************

Visit the ITSM wiki.







***************************

Visit the ITSM wiki.

***************************

Visit the ITSM wiki.

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boundary="_005_SN6PR14MB2125E9751D5FE982F06C1D1983480SN6PR14MB2125namp_"; type="multipart/alternative" MIME-Version: 1.0 Message-ID: <[log in to unmask]> --_005_SN6PR14MB2125E9751D5FE982F06C1D1983480SN6PR14MB2125namp_ Content-Type: multipart/alternative; boundary="_000_SN6PR14MB2125E9751D5FE982F06C1D1983480SN6PR14MB2125namp_" --_000_SN6PR14MB2125E9751D5FE982F06C1D1983480SN6PR14MB2125namp_ Content-Type: text/plain; charset="Windows-1252" Content-Transfer-Encoding: quoted-printable Hi Edward, Great information. I wasn't aware of the VeriSM Plus certification and it's exciting to see a professional level cert is on the horizon. Deb __________________________________________ Deborah L. McDaniel Associate Director, IT Service Management 96 Davidson Rd, Room 194 Piscataway, NJ 08854 848.445.1753 / [log in to unmask] [cid:85069eb4-e1c3-4fa1-8195-80fec08fbfa9] ________________________________ From: The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv <[log in to unmask]> on behalf of Edward Gray (egray) <[log in to unmask]> Sent: Tuesday, June 26, 2018 2:51:44 PM To: [log in to unmask] Subject: Re: [ITSM] VeriSM All, I have read the pocket guide and am working through the full volume now. I echo Andreas comments on VeriSM being an overarching approach to help put things together. It is not process-centric like ITIL. While the examples have an IT slant, the model is not specific to IT. I also like the idea of the management mesh and using that to help inform decisions based on your organizations capabilities. I also took a virtual course from one of the lead authors last week. They are working on the second volume, which will give practical applications of the approach and model. The second volume should be out by the end of the year. I will be sitting for the Plus exam in the next couple of weeks and will probably go for the VeriSM Professional shortly after it becomes available. Edward Edward Gray Systems Integration and Support Specialist Information Technology Support Services University of Mary Washington Hurley Convergence Center, Room 112 1301 College Ave Fredericksburg, VA 22401 [log in to unmask] Help Desk Phone: 540-654-2255 From: The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv <[log in to unmask]> On Behalf Of Andrea Tanner Sent: Tuesday, June 26, 2018 1:37 PM To: [log in to unmask] Subject: Re: [ITSM] VeriSM Hello, I have! I like it. I read the VeriSM book earlier this summer and found it to be well thought out. I think this is an overarching framework that can help be the glue to putting other frameworks together. What I liked about the book the most (and the framework mesh) is that it gives you a great overview of lots of approaches such as DevOps, Lean, ITIL, etc. Some of them I knew very well, some I did not know much about at all. It gives enough of an overview of different approaches to help you get an idea what that approach is about, how it can help your organization, why you might want to learn more, and how it fits/complements with other approaches you might be using. The book encourages you to mix and match approaches based on your goals. I am going to pursue the certificate. There is a training/prep course plus exam that is inexpensive and seems to have a lot of good resources for the exam. https://goodcert.com/products/verism-plus-course-value-pack-plus-exam I am ITIL v3 Fdn certified so I will be trying for the Verism Plus cert. I liked that this training offering was priced low enough that I can pursue using personal funds. It might be a fad and it might go nowhere if people do not find the value but I personally did find the materials helpful. If you have a limited training budget for ITSM improvements and want to start somewhere, I would probably go with ITIL Fdn training as my first choice, though, since it is so pervasive, is a great approach for higher ed, and easy to implement hands-on "recipe" type items as a result of what you learned (service catalogs, KMS, change management, etc). :) I'd love to know what other people think about Verism. For the book club we are reading something else but I was really rooting for reading the Verism Book and seeing what people thought. Maybe we can do that next book club. Andrea Andrea Tanner, M.S. Assistant Director of Client Services Morgan State University [log in to unmask] (443) 885-4445 On Tue, Jun 26, 2018 at 12:43 PM, Deborah McDaniel <[log in to unmask]> wrote: Greetings Everyone, I was wondering if anyone here has taken a look at VeriSM. I'd love to hear your thoughts/feedback on this subject. Thanks, Deb __________________________________________ Deborah L. McDaniel Associate Director, IT Service Management 96 Davidson Rd, Room 194 Piscataway, NJ 08854 848.445.1753 / [log in to unmask] [cid:[log in to unmask]] *************************** Visit the ITSM wiki. *************************** Visit the ITSM wiki. *************************** Visit the ITSM wiki. *************************************************************************************************** Visit the ITSM wiki at https://sites.google.com/a/educause.edu/educause-wiki-site/itsm. --_000_SN6PR14MB2125E9751D5FE982F06C1D1983480SN6PR14MB2125namp_ Content-Type: text/html; charset="Windows-1252" Content-Transfer-Encoding: quoted-printable

Hi Edward,


Great information. I wasn't aware of the VeriSM Plus certification and it's exciting to see a professional level cert is on the horizon.


Deb


__________________________________________

Deborah L. McDaniel

Associate Director, IT Service Management

96 Davidson Rd, Room 194

Piscataway, NJ 08854

848.445.1753 / [log in to unmask]






From: The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv <[log in to unmask]> on behalf of Edward Gray (egray) <[log in to unmask]>
Sent: Tuesday, June 26, 2018 2:51:44 PM
To: [log in to unmask]
Subject: Re: [ITSM] VeriSM
 

All,

 

I have read the pocket guide and am working through the full volume now.  I echo Andreas comments on VeriSM being an overarching approach to help put things together.  It is not process-centric like ITIL.  While the examples have an IT slant, the model is not specific to IT.  I also like the idea of the management mesh and using that to help inform decisions based on your organizations capabilities.

 

I also took a virtual course from one of the lead authors last week.  They are working on the second volume, which will give practical applications of the approach and model.  The second volume should be out by the end of the year.  I will be sitting for the Plus exam in the next couple of weeks and will probably go for the VeriSM Professional shortly after it becomes available.

 

Edward

 

Edward Gray

Systems Integration and Support Specialist

Information Technology Support Services

University of Mary Washington

Hurley Convergence Center, Room 112

1301 College Ave

Fredericksburg, VA 22401
[log in to unmask]

Help Desk Phone: 540-654-2255

 

 

 

 

From: The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv <[log in to unmask]> On Behalf Of Andrea Tanner
Sent: Tuesday, June 26, 2018 1:37 PM
To: [log in to unmask]
Subject: Re: [ITSM] VeriSM

 

Hello,

 

I have!  I like it.  I read the VeriSM book earlier this summer and found it to be well thought out.  I think this is an overarching framework that can help be the glue to putting other frameworks together. 

 

What I liked about the book the most (and the framework mesh) is that it gives you a great overview of lots of approaches such as DevOps, Lean, ITIL, etc.  Some of them I knew very well, some I did not know much about at all.  It gives enough of an overview of different approaches to help you get an idea what that approach is about, how it can help your organization, why you might want to learn more, and how it fits/complements with other approaches you might be using.  The book encourages you to mix and match approaches based on your goals.

 

I am going to pursue the certificate.  There is a training/prep course plus exam that is inexpensive and seems to have a lot of good resources for the exam.  https://goodcert.com/products/verism-plus-course-value-pack-plus-exam  I am ITIL v3 Fdn certified so I will be trying for the Verism Plus cert.  I liked that this training offering was priced low enough that I can pursue using personal funds.

 

It might be a fad and it might go nowhere if people do not find the value but I personally did find the materials helpful.  If you have a limited training budget for ITSM improvements and want to start somewhere, I would probably go with ITIL Fdn training as my first choice, though, since it is so pervasive, is a great approach for higher ed, and easy to implement hands-on "recipe" type items as a result of what you learned (service catalogs, KMS, change management, etc).  :)

 

I'd love to know what other people think about Verism.  For the book club we are reading something else but I was really rooting for reading the Verism Book and seeing what people thought.  Maybe we can do that next book club.

 

Andrea

 

Andrea Tanner, M.S. 
Assistant Director of Client Services
Morgan State University
[log in to unmask]
(443) 885-4445

 

On Tue, Jun 26, 2018 at 12:43 PM, Deborah McDaniel <[log in to unmask]> wrote:

Greetings Everyone,

 

I was wondering if anyone here has taken a look at VeriSM. I'd love to hear your thoughts/feedback on this subject.

 

Thanks, Deb

 

__________________________________________

Deborah L. McDaniel

Associate Director, IT Service Management

96 Davidson Rd, Room 194

Piscataway, NJ 08854

848.445.1753 / [log in to unmask]

 

[log in to unmask]">

 

 

 

***************************

Visit the ITSM wiki.



 



***************************

Visit the ITSM wiki.

***************************

Visit the ITSM wiki.

***************************

Visit the ITSM wiki.

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boundary="0000000000004e6d39056fa652db" Message-ID: <[log in to unmask]> --0000000000004e6d39056fa652db Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi there. Just a friendly reminder the deadline to respond to the book club organizers is *tomorrow 3pm PT.* A poll will be sent to the respondents to help determine the exact book club event date and time. We are still on track to host the event mid-July. Sincerely, the book club organizers Andrea Tanner ([log in to unmask]) Joseph Caudle ([log in to unmask]) Mitch Pautz ([log in to unmask]) ---------- Forwarded message --------- From: Mitchell Pautz <[log in to unmask]> Date: Thu, Jun 21, 2018 at 3:32 PM Subject: REPLY BY JUNE 28: ITSM Book Club - ITIL Practitioner Guidance To: <[log in to unmask]> Dear colleagues. I know many of you are enjoying the book and hopefully enjoying the related discussion. Don’t worry if you have not had a chance to read the book, you are not too late. There is still time to participate. We are on track to host the book club in July. So grab a copy and dive in! All of the information you need to get started is included in the email below. I am really excited about discussing what we have read and learned. Stuart Rance, one of the author’s has agreed to participate which should make for a valuable and educational experience. While you will get more out of the discussion if you read the book, everyone is welcomed to participate. If want to be included in the book club event please send a direct reply to the book club organizers. We request a reply date of *no later than June 28th. *Once we collect all of the responses you will be asked to participate in a poll to select the best date and time for the event. Sincerely, the book club organizers Andrea Tanner ([log in to unmask]) Joseph Caudle ([log in to unmask]) Mitch Pautz ([log in to unmask]) Subject: ANNOUNCEMENT: ITSM Book Club - ITIL Practitioner Guidance We would like to invite you to participate in the Educause ITSM Constituent Group Online Book Club. We will be reading the following book: *ITIL® Practitioner Guidance* By Axelos Published: 2016 ISBN-13: 978-0113314874 Available in paperback as well as Kindle formats. We feel this is a great book for ITSM practitioners. ITIL is currently being updated and the book is very relevant. Participation is open to everyone! We are planning to host the *book club sometime in the middle of July*. A book club is a chance to discuss the various topics introduced in the book and how we have applied it in our lives. We have a few suggestions that will enhance your participation 1. Purchase and read the book as group and discuss it as a team 2. Join the conversation on the ITSM CG listserv. We'll post new discussion topics every few weeks. 3. Join Axelos for around the same price ($~68) as the book and enjoy free access to this publication and many more resources. Plus, we are extremely honored and proud to have *Stuart Rance, one of the co-authors* join us for the book club. You can read more about Stuart from his company’s website For more information about the book read below; ITIL Practitioner Guidance is the essential reference text which accompanies the ITIL Practitioner qualification. Fully integrated with the ITIL Practitioner syllabus, this publication is also a practical guide that helps IT service management (ITSM) professionals turn ITIL theory into practice through case studies, worksheets, templates and scenarios. The book assumes knowledge of ITIL and ITSM up to ITIL Foundation level, and begins with a discussion of the guiding principles of ITSM. It goes on to explain how these guiding principles are essential for ITSM and how they relate to philosophies, frameworks and methodologies such as DevOps, Lean, Agile etc. The publication shows how following the CSI (continual service improvement) approach, and how the core skills of organizational change management, communication, metrics and measurement, can underpin successful ITSM improvement initiatives. Assembled by the Practitioner Architect Team of Kevin Behr, Karen Ferris, Lou Hunnebeck, Stuart Rance, Barclay Rae and Paul Wilkinson, a team of renowned ITSM experts under the guidance of AXELOS' Kaimar Karu, ITIL Practitioner Guidance concludes with a practical toolkit containing templates, worksheets and assessments that will help ITSM professionals to improve the value of the service they provide to their customers. Learn more about the book from this video . We hope you can join us. -- Mitch Pautz [log in to unmask] Check out: ITSM CG wiki | YouTube | LinkedIn *************************************************************************************************** Visit the ITSM wiki at https://sites.google.com/a/educause.edu/educause-wiki-site/itsm. --0000000000004e6d39056fa652db Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable
Hi there. Just a friendly reminder the deadline to respond to the book club organizers is tomorrow 3pm PT.  A poll will be sent to the respondents to help determine the exact book club event date and time. We are still on track to host the event mid-July. 

Sincerely, the book club organizers

Andrea Tanner ([log in to unmask])

Joseph Caudle ([log in to unmask])

Mitch Pautz ([log in to unmask])




---------- Forwarded message ---------
From: Mitchell Pautz <[log in to unmask]>
Date: Thu, Jun 21, 2018 at 3:32 PM
Subject: REPLY BY JUNE 28: ITSM Book Club - ITIL Practitioner Guidance
To: <[log in to unmask]>


Dear colleagues.

I know many of you are enjoying the book and hopefully enjoying the related discussion. Don’t worry if you have not had a chance to read the book, you are not too late. There is still time to participate.  We are on track to host the book club in July. So grab a copy and dive in! All of the information you need to get started is included in the email below.


I am really excited about discussing what we have read and learned. Stuart Rance, one of the author’s has agreed to participate which should make for a valuable and educational experience.


While you will get more out of the discussion if you read the book, everyone is welcomed to participate. If want to be included in the book club event please send a direct reply to the book club organizers.


We request a reply date of no later than June 28th. Once we collect all of the responses you will be asked to participate in a poll to select the best date and time for the event.


Sincerely, the book club organizers

Andrea Tanner ([log in to unmask])

Joseph Caudle ([log in to unmask])

Mitch Pautz ([log in to unmask])


Subject: ANNOUNCEMENT: ITSM Book Club - ITIL Practitioner Guidance

 

We would like to invite you to participate in the Educause ITSM Constituent Group Online Book Club. We will be reading the following book:

 

ITIL® Practitioner Guidance

By Axelos     

Published: 2016

ISBN-13: 978-0113314874

Available in paperback as well as Kindle formats.

 

We feel this is a great book for ITSM practitioners. ITIL is currently being updated and the book is very relevant.  

 

Participation is open to everyone! We are planning to host the book club sometime in the middle of July. A book club is a chance to discuss the various topics introduced in the book and how we have applied it in our lives. We have a few suggestions that will enhance your participation

 

  1. Purchase and read the book as group and discuss it as a team
  2. Join the conversation on the ITSM CG listserv. We'll post new discussion topics every few weeks.  
  3. Join Axelos for around the same price ($~68) as the book and enjoy free access to this publication and many more resources.  

 

Plus, we are extremely honored and proud to have Stuart Rance, one of the co-authors join us for the book club. You can read more about Stuart from his company’s website

 

For more information about the book read below;

 

ITIL Practitioner Guidance is the essential reference text which accompanies the ITIL Practitioner qualification. Fully integrated with the ITIL Practitioner syllabus, this publication is also a practical guide that helps IT service management (ITSM) professionals turn ITIL theory into practice through case studies, worksheets, templates and scenarios. The book assumes knowledge of ITIL and ITSM up to ITIL Foundation level, and begins with a discussion of the guiding principles of ITSM. It goes on to explain how these guiding principles are essential for ITSM and how they relate to philosophies, frameworks and methodologies such as DevOps, Lean, Agile etc.

The publication shows how following the CSI (continual service improvement) approach, and how the core skills of organizational change management, communication, metrics and measurement, can underpin successful ITSM improvement initiatives.

Assembled by the Practitioner Architect Team of Kevin Behr, Karen Ferris, Lou Hunnebeck, Stuart Rance, Barclay Rae and Paul Wilkinson, a team of renowned ITSM experts under the guidance of AXELOS' Kaimar Karu, ITIL Practitioner Guidance concludes with a practical toolkit containing templates, worksheets and assessments that will help ITSM professionals to improve the value of the service they provide to their customers.

 

Learn more about the book from this video.

 

We hope you can join us.

 

--
Mitch Pautz

Check out: ITSM CG wiki | YouTube | LinkedIn

***************************

Visit the ITSM wiki.

--0000000000004e6d39056fa652db-- ========================================================================Date: Fri, 29 Jun 2018 05:05:35 -0700 Reply-To: "The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv" <[log in to unmask]> Sender: "The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv" <[log in to unmask]> From: Mitch Pautz <[log in to unmask]> Subject: ITIL practitioner guidance book club - topic #6 "OCM" MIME-Version: 1.0 Content-Type: multipart/alternative; boundary="----=_NextPart_000_01E7_01D40F66.D10F03D0" Message-ID: <[log in to unmask]> This is a multipart message in MIME format. ------=_NextPart_000_01E7_01D40F66.D10F03D0 Content-Type: text/plain; charset="us-ascii" Content-Transfer-Encoding: 7bit Good morning. We are down to our last major topic of the book; Organizational Change Management. Organizational Change Management or OCM, is the people side of change (you might say the "other" change management). The Association of Change Management Professionals define OCM as the practice of applying a structured approach to transition an organization from a current state to a future state to achieve expected benefits. https://www.acmpglobal.org/page/about_acmp? The book devotes an entire chapter on how you can use OCM to help drive adoption of your ITSM program and initiatives. The chapter covers 5 key areas needed for successful improvement. * Clear and relevant goals * Strong and committed leadership * Willing participants * Prepared participants * Sustained improvement Several methodologies are offered including ADKAR, Kotter 8 step change model, the change curve, and others. The change curve idea is interesting because it parallels the 5 stages of grief and when you think about it a change in the way your work or any change for the matter includes three main components; a loss, a period of transition, and then a "new normal". The key message I took away from the chapter is the OCM is not a standalone function within an organization, although some organizations are fortunate to have one, but instead should be a competency embedded throughout the enterprise. Best, Mitch Pautz *************************************************************************************************** Visit the ITSM wiki at https://sites.google.com/a/educause.edu/educause-wiki-site/itsm. ------=_NextPart_000_01E7_01D40F66.D10F03D0 Content-Type: text/html; charset="us-ascii" Content-Transfer-Encoding: quoted-printable

Good morning. We are down to our last major topic of the book; Organizational Change Management.

 

Organizational Change Management or OCM, is the people side of change (you might say the “other” change management). The Association of Change Management Professionals define OCM as the practice of applying a structured approach to transition an organization from a current state to a future state to achieve expected benefits.

 

https://www.acmpglobal.org/page/about_acmp?

 

The book devotes an entire chapter on how you can use OCM to help drive adoption of your ITSM program and initiatives. The chapter covers 5 key areas needed for successful improvement.

 

  • Clear and relevant goals
  • Strong and committed leadership
  • Willing participants
  • Prepared participants
  • Sustained improvement

 

Several methodologies are offered including ADKAR, Kotter 8 step change model, the change curve, and others. The change curve idea is interesting because it parallels the 5 stages of grief and when you think about it a change in the way your work or any change for the matter includes three main components; a loss, a period of transition, and then a “new normal”.

 

The key message I took away from the chapter is the OCM is not a standalone function within an organization, although some organizations are fortunate to have one, but instead should be a competency embedded throughout the enterprise.

 

Best,

Mitch Pautz

 

 

***************************

Visit the ITSM wiki.

------=_NextPart_000_01E7_01D40F66.D10F03D0--