Anthony Orr

One of the biggest challenges is 1st understanding what you need, what is problem, opportunity, demand, etc that needs to be solved. Don't write request for proposals just from a capability perspective but tell the vendor the issue to solve. Then make sure you have enough expertise to know if the proposal will solve the issue. Then rank vendors on past performance, cost, time, quality, current ability to execute and other values.

An IT Service Catalog supports the Business Service Catalog. Many organizations only scope the IT service catalog or a subset of it the IT requestable service catalog. As the purpose is defined keep in mind to have a strategic intent for co-value creation and realization. The overall objective is to enable decision support for services and products that the organization offers to the market, customers, users, suppliers, employees, and any other "view" or consumer of a service. Service Cat is a subset of the overall service portfolio. Keep in mind service packages, core service, enabling services, enhancing services from a business and IT perspective and how relate to each other for creating service models to support business and IT catalogs

Feedback should always: 1. Be timely, don't wait too long to help correct a challenge someone having or don't know they are having. 2. Be specific with examples. 3. Focus on behavior, don't make it personal. Always remember we all work differently to achieve outcomes. 4. Objective based on facts not subjective judgements 5. Empathetic, give feedback the way you would like feedback yourself or better still the way the person would like feedback 6. Two way communication, encourage feedback on your feedback, so that all perspectives are understood 7. Follow up, start a CSI approach 8. Make facts and always ask for the perspectives of the person you are giving feedback too. Most people want to do a good job let them tell you their thoughts.

The best way to stay productive is to start by understanding yourself. This means understanding your capabilities and how long it takes you to perform specific tasks. Then there comes time management relative to meeting your current commitments. By understanding yourself and how you work you can be more successful with time management. Then applying the changes to your current behaviors/tasks can allow you to remain productive while at the same time changing and learning new ways for your future productivity needs. This is also key to life long learning and continuous self improvement. Always examine and assess yourself.

You have to include Organizational Change Management in the program/initiative. People make the key difference in ITSM successful projects.

Before Assessing your current state from a process perspective, start with Advisory services to figure out the priorities of issues - problems, opportunities, demands, etc for the organization to solve which includes people, process, technology, suppliers, governance, communication, etc aspects. Create high-level roadmap to articulate the value chain for success. Then assess the organizational practices relative to the value chain for detail ITSM roadmap process improvements for delivering to the objectives and goals relative to solving the issues for achieving the real needed outcomes. Caution of starting with assessment and looking at data from a process maturity perspective for the sake of maturing without achieving a business outcome.