Many of us have a bucket list of key documents and methods we feel we need to succeed. Our lists are collected and refined over time from work experience, and from sources such as ITIL®.
If you don’t currently have a list, a casual read of the core ITIL references, and a quick check of the requirements in the ISO 20000:2011 standard and you’ll probably arrive at one similar to that which follows.
ITIL Practitioner Toolkit - Missed Opportunity
The recent launch of the ITIL® Practitioner Guidance and course promises is designed to meet the need, and address the growing concern of the ITIL framework’s relevance in today’s customer centric, cloud dominated, experiential economy.
So why did it offer 9 great ‘guiding principles’, and miss 20 opportunities in its ‘toolkit’ to help us with our bucket lists? Here is our bucket list of key documents and methods, separated by the traditional ITSM project need, and by those seeking ISO/IEC 20000 certification:
Batteries Not Included
I’m sure there some really good examples ‘out there’, but they are troublesome to find, and typically protected and expensive to acquire. There are also too many examples that are little more than a blank form, minus any method for their creation or completion, reminding you of the “batteries not included” challenge of Christmas mornings.
If you can find them, it’s likely to be from different sources, each using differing language, methods, and developed with inconsistent levels of expertise and completeness.
You still need to patch, sew and glue your bucket list and service management toolkit together.
The Bucket List: 20 Key Documents and Methods
Traditional ITSM Needs
- Method to define and calculate customer value
- Method to manage the customer experience
- A documented operating model for a service provider organization spanning leadership, an advisory board, the service management office, and service and process owners
- A documented description of the common issues of leadership and addressing key principles and management imperatives
- Documented roles and procedures for a service management office operation
- Descriptions of key non core roles including the service owner and service manager
- Examples of service performance reports designed to meet customer and service provider audiences
- A documented derivative of the operating model that integrates the operation of the service lifecycle and service management system with Agile, DevOps thinking
- Information (metadata) specifications for key artifacts such as service catalogs, service request catalogs, knowledge base and knowledge articles, and service level agreements
- A documented derivative of the operating model that integrates the operation of the service lifecycle with Service Integration And Management (SIAM) thinking in a multi-supplier ecosystem
ISO/IEC 20000-1:2011 Needs
- A method to decipher the requirements of the standard
- A documented example of a service management plan
- A documented example of a statement of scope for SMS operation
- Documented policy and objectives for service management
- Documented procedures to control service management documents and records
- Documented procedures for continuous improvement
- Example performance reports on service management activities
- A documented procedure for internal audits (based upon ISO 19011 guidance)
- A documented procedure for managing preventive and corrective actions as improvements based upon ISO 9000 guidance and ‘CAPA Guidelines’
- Methods to build and operate a communications plan