The journey from support to advisory
To me everything seemed obvious, surely no one would NOT understand why having the need for services that were business management focused. The concept that having penetration points along all key elements of the lifecycle to me, has been obvious for years.
I thought I’d share some insight into my career to date so the path to today is a bit clearer – I tried to include some of the key highlights! There’s been far more excitement but that’s for another day.
IT as a business because of games?
I often find in a number of organisations people are unclear about the differences between the different roles (EA, SA, TA) so I thought I would put together a very simple poster to demonstrate the differences. I’ve put together the image and PDF version. I hope people find this useful, I’m thinking I might do a whole series on IT architecture from conception to implementation.
In an ideal world our ITSM discipline would be mature enough to not require the use a separate process. A passport document outlining the current service state would already exist in the Configuration Management System, all dependencies would be mapped and would understand support and warranty levels for everything.
Project teams could go to the CMS, the Service Acceptance Criteria (SAC) process would be invoked followed by RFC and Release management ending with a migrated service.
In reality though it is often suggested that a “Passport Process” should be utilised to handle IT transformation activities.