Making Work Flow: Bridging the Gap Between IT Strategy and Day-to-Day Execution

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A guide to understanding the relationship between ITSM, ITIL, IT Service Run Guide, and Agile Service Delivery

For IT service providers, the quest for efficiency, customer satisfaction, and sustainable growth is paramount. In this pursuit, two terms frequently surface: IT Service Management (ITSM) and the Information Technology Infrastructure Library (ITIL). While both are crucial in understanding how to deliver exceptional IT services, their application – particularly for smaller and less mature organizations – often presents a significant gap. Here, I'll explore this gap and introduce a practical solution: the Agile Service Delivery methodology, comprised of the IT Service Run Guide and the dynamic principles of Agile, designed to make work truly flow.

The Restaurant and the Recipe Book: Understanding ITSM and ITIL

Imagine running a bustling restaurant. Your ultimate goal is to provide a delightful dining experience – that's IT Service Management (ITSM). It's the overarching philosophy of managing your entire operation to ensure customer satisfaction and business success through your culinary offerings. You consider your customers (the diners), your services (the menu), and how to ensure everything runs smoothly.

Now, imagine you're looking for ways to optimize your kitchen. You come across a comprehensive cookbook filled with best practices for every aspect of restaurant management – from inventory control to food preparation techniques and service standards. This cookbook is akin to ITIL (Information Technology Infrastructure Library). It offers a structured framework, outlining processes and procedures for various aspects of IT service delivery, such as handling customer orders (incident management), introducing new menu items (change management), and ensuring the quality of your dishes (service level management).

ITIL provides invaluable guidance, offering a common language and a wealth of knowledge accumulated from years of industry experience. It helps establish ownership, define service lifecycles, and formalize agreements. However, just as a massive cookbook might feel overwhelming for a small café with a limited staff and a focused menu, the comprehensive nature of ITIL can often be daunting for smaller IT service providers.

The Maturity Constraint: Why ITIL Can Feel Out of Reach

For organizations with a lean team of as little as 1 to as many as 50 people, the realities on the ground often differ significantly from the ideal scenarios painted by ITIL. Several factors contribute to this:

• Limited Staffing and Expertise: Implementing and consistently adhering to numerous ITIL processes requires dedicated roles and specialized knowledge. Small teams often lack the bandwidth and the depth of expertise across all ITIL domains. Asking a single technician to be a proficient incident manager, change manager, and problem manager simultaneously is often unrealistic.
• Resource and Time Constraints: The implementation of formal ITIL processes demands a significant investment of time and resources – time for training, process design, documentation, and ongoing adherence. Smaller organizations often operate with tight margins and limited time, making large-scale ITIL adoption a perceived luxury.
• Organizational Maturity: ITIL thrives in organizations with a certain level of operational maturity, where established processes and a culture of documentation and adherence are already present. Less mature organizations may lack the foundational structures necessary to effectively absorb and implement complex frameworks.
• Complexity Over Necessity: For many small IT service providers, the intricate details of some ITIL processes can feel like overkill. While understanding the principles is valuable, the full formalization of every process might introduce unnecessary bureaucracy and slow down the very agility they need to serve their clients effectively.

While the strategic thinking behind ITSM remains universally applicable – every IT service provider benefits from being intentional about their service delivery – the direct, wholesale adoption of ITIL often leaves a gap between the high-level principles and the practicalities of daily operations. ITIL might define the "what" and the "why" of a process, but it frequently stops short of detailing the "how" on a granular, day-to-day level. It doesn't prescribe the specific workflows of a ticket coursing through your service desk, the nuances of your ticket board organization, or the real-time prioritization strategies your team should employ.

Introducing the IT Service Run Guide: Building Your Operational Machine

To bridge this gap, smaller IT service providers need a more immediate and adaptable framework – what we call the IT Service Run Guide. This is your organization's unique blueprint for how IT service delivery actually happens. It's the practical manifestation of your ITSM principles, tailored to your team's size, skills, and the specific needs of your clientele.

The IT Service Run Guide encompasses:

• Your System and Framework: A clear outline of your service delivery ecosystem, including the tools you use, the different support tiers you offer, and how information flows within your team.
• Defined Workflows: Practical, step-by-step processes for common tasks, such as handling support requests, resolving incidents, and implementing minor changes. These workflows are specific to your team and the tools you utilize.
• Escalation and De-escalation Paths: Clear guidelines on when and how to escalate issues to more experienced team members or specialized resources, as well as how to de-escalate when appropriate.
• Communication Protocols: Establishing how and when team members communicate with each other and with clients regarding service requests and issues.
• Basic Prioritization Rules: Initial guidelines for how to determine the urgency and importance of different tasks.
• Merely a Scratch: This barely scratches the surface of the massive and comprehensive body of knowledge that is the IT Service Run Guide. It is end-to-end everything you need for a complete IT Service Desk.

The IT Service Run Guide is your operational "machine" – the foundational structure that dictates how work gets done. It provides clarity, consistency, and a starting point for optimizing your service delivery.

Turbocharging Your Operations: The Power of Agile Service Delivery (The Nitrox)

While the IT Service Run Guide provides the necessary structure, injecting agility and efficiency requires a shift in mindset and approach. This is where Agile Service Delivery comes in – the "nitrox" that turbocharges your service delivery engine.

Agile Service Delivery introduces key agile principles and practices to your daily operations, moving away from a rigid assign-and-schedule ("stack and run") approach, towards a more fluid and responsive "pull" system. This involves:

• A Highly Accountable Team: Empowering team members to take ownership of tasks and proactively pull work from a prioritized backlog.
• Prioritized Backlog: Maintaining a clear and prioritized list of tasks (tickets, projects, etc.), ensuring the team always focuses on the most critical items.
• Pulling Work: Instead of tasks being strictly assigned, team members select work from the backlog based on their capacity and skills, fostering ownership and reducing bottlenecks.
• Agile Methods: Adopting relevant agile techniques such as: 
• Dependencies: Identifying and managing dependencies between tasks to ensure smooth flow.
• Priorities: Continuously reviewing and adjusting priorities based on client needs and business value.
• Sprints (or Iterations): Working in focused cycles to deliver value incrementally and allow for frequent feedback and adjustments.
• Swarming: Collaboratively tackling complex or high-priority issues by bringing together the necessary expertise.
• Identifying and Addressing Bottlenecks: Continuously monitoring the workflow to identify and eliminate impediments to smooth service delivery.

By combining a well-defined IT Service Run Guide with the principles of Agile Service Delivery, small IT service providers can achieve a significant boost in efficiency, responsiveness, and team accountability. Work begins to flow smoothly, driven by a team that is empowered to manage their workload and focused on delivering value.

A Practical Starting Point and a Path to Evolution

The beauty of the IT Service Run Guide and Agile Service Delivery is their accessibility for organizations of all sizes and maturity levels. It provides a practical starting point – a way to formalize your current best practices and introduce a more dynamic way of working without the overwhelming complexity of full-scale ITIL implementation.

As your organization grows and matures, and as your service offerings become more complex, the foundational understanding and agile mindset cultivated through this approach lay a strong groundwork for a more gradual and targeted adoption of ITIL practices. You can strategically incorporate specific ITIL processes – such as more formal change management or problem management – as your needs evolve and your team's capacity increases.

The journey is one of continuous incremental improvement. By starting with a practical IT Service Run Guide and embracing the agile mindset, small IT service providers can immediately enhance their service delivery. This foundation then allows for a more organic and sustainable evolution towards the broader principles and practices of ITIL, implemented strategically and at a pace that aligns with the organization's growth and maturity.

In conclusion, while ITSM provides the guiding philosophy and ITIL offers a comprehensive framework, the Agile Service Delivery methodology, with its IT Service Run Guide and agile principles, provides the practical "how-to" for making work flow effectively in small IT service provider organizations. It's the essential layer that bridges the gap between strategic intent and daily execution, offering a clear starting point and a dynamic path towards service excellence and, ultimately, a more mature and potentially ITIL-aligned future.

If you'd like to know more, here are a couple of excellent ITIL primers (starting point references): 

• What is the ITIL framework? https://www.diligent.com/resources/blog/what-is-the-itil-framework
• How to improve your IT support workflow https://www.atlassian.com/itsm/itil