Thank you to those of you who were able to attend our January event, The ITSM Road Trip, with Paul Craig, Rachel Noiseux, Xolani Ngwenya, and Beth Clark. In case you missed this wonderful conversation, you can access the presentation here: The ITSM Road Trip.
“Don’t let your transformation die through entropy”- Xolani Ngwenya, Director, IT Service Delivery, HBS IT
On January 24, 4 members of HBS IT joined a panel to talk about the organization’s decade-long journey of adopting, implementing and succeeding with ITIL and specifically ITSM (IT Service Management). Led by the new HBS IT CIO, Beth Clark, Xolani Ngwenya, Director of IT Service Delivery, Rachel Noiseux, Senior Director of Business Relationship Management (part of the Project Portfolio Management Office) and Paul Craig, Director of Learning Technology Services, came together to discuss their experiences.
One of the key points mentioned by everyone is that this was truly an iterative process. In Sept 2013 there was a new goal for HBS IT- unify the language and mindset across IT in the hope of creating transparency, efficiency and turning into a true strategic advisor for the whole of HBS. What started off as big changes for HBS IT- introducing ServiceNow, Service Owners and Business Relationship Managers, for example, resulted in increased metrics and efficiencies that allowed IT to become more customer centric and co-create value. Feelings of stagnation in the overall process were followed by reassessments and incremental improvements to the way HBS IT works both within and externally. As work changed, the organization set out to be intentional in its actions, sometimes with better success and sometimes with less, but never forgetting the end goal of providing the best experience for partners and staff.
ITSM is intentional value creation, with IT and customers working through a continuum demands and opportunities. The road itself is long, with many bumps, twists and roadblock but what results is an organization that is flexible, efficient and one that works with customers to create and sustain a better suite of services and products.