Service management: A million jobs or a job with a million parts?

@'Too many stovepipes'

Don't blame IT. Blame business and law. All this is very predictable.

IT can sometimes be accused of being an immature industry that sometimes skimps on best practice. Now the industry is more professional, people complain.

As systems increase in complexity, the end user (i.e. business) becomes less tolerant of problems and more insistent on tracking and documentation. Result : IT provides what's required, with the resultant increase in costs and slowdown in implementation time.

This is fundamentally about trust and everyone playing fair. If IT accepts that the requirements of the end user are basically sound (albeit possibly needing some refinement due to implementation details) and the end user accepts that IT's timescales and requirements are mostly accurate, things can be implemented somewhat faster and without acres of documentation.

Sadly, and to be rather blunt, this falls down when fuckwits are encountered. Because said fuckwits either won't accept their own responsibilities or mistakes or acknowledge that the price of IT taking care of end user fuckups is the occasional bit of leeway with IT, the management systems get put in place. This is then followed by The Fuckwits asking why things now take longer and cost more.. (the flipside is incompetent IT, where business forces monitoring on them).

Of course, some management systems are absolutely required, but there is a limit to what is actually necessary.

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