Which comes first, Change and Configuration, or Service Catalog and Service Level Management?

This is a trick question. I’ll give you the answer later. And it’s also the actual decision we’re facing right now as Phase 1 of this client’s ITSM initiative wraps up and Phase 2 planning is in full gear. Based on the current state assessment, I personally think the most business value “bang for the buck” is in improvements to Change and Configuration Management.

But there are some important reasons why SLM and Service Catalog are important too. Those reasons are key Directors in the organization, who have a vote in the budgeting decision for Phase 2. And they also have specific objectives of their own that they want to get completed as soon as possible.

Our project sponsor understands all of this, and agrees that from the ITIL perspective, and more importantly from the business value point of view, Change and Configuration should be tackled next. But he also understands that “The other Directors understand why Change and Configuration Management are important, but they don’t see why they need to be addressed first. However, what they do understand is why their Service Level Management and Service Catalog goals are immediately important.”

So, the answer to the trick question is this. The one that comes first is the one that the customer wants and is willing and able to fund. Ultimately, business value is in the eye of the beholder.

As a consultant, it’s my duty to help the client understand their options clearly, as well as the costs, trade-offs and expected benefits associated with each option. But it’s up to the customer to say “Ok, I understand, we’re starting with plan B.”

Also, check out our new White Paper on “How To Develop a Service Catalog”.

Don’t forget to register for Evergreen’s change management webinar: Take Change Management from Firefighting to Fire Prevention

Keep up the good work,

Scott Braden

Technorati Tags: help desk itil service it service itil desk software