This week we finished up the first phase of an ITIL / ITSM improvement project in sunny Tampa. This has been a great place to work, first of all because the client wasn’t “broken” in their processes. They just needed a few tweaks in processes and some education and conversation around ITIL and why to do things in a slightly different way.

So this past Tuesday we gave our end-of-project wrap up presentation to the CIO and the senior staff, which went well, including a brief demonstration, lots of conversation about “what we can do next,” and a somewhat surprising insight from the CIO.

As background, this CIO has, like most CIO’s, been struggling with ever-increasing business demand for services from IT, but ever-tightening budgets. So throughout our project a key assumption / constraint has been “don’t expect to get more headcount to support ongoing work, even if you can justify it on a business value basis.”

This all changed on Tuesday. We were discussing the interrelationships between Service Desk, Incident and Problem Management and the new use of the knowledgebase tool that’s built into HP ServiceCenter. When she understood the linkage between a strong knowledgebase, first-call resolution of Incidents and the workload impact to second and third level resources, the CIO said “I want that knowledgebase to grow rapidly, even if we have to add headcount to the Service Desk to make it happen.”

So the CIO of one energy company in Florida sees the value… do you?

Also, check out our new White Paper on “Developing the Business Value for ITIL”.

Till next time, keep up the good work.

Scott

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