Introduction to me and my blog!

The other day I was in my local CompUSA poring over the numerous home design software packages available for purchase.  Wanting to have a custom home built, I decided to jumpstart the home design process (and perhaps save a few bucks) by purchasing a "do-it-yourself" home design tool and coming up with a preliminary design prior to meeting with an architect.  What seemed like a fairly straightforward process, however, has turned into somewhat of an obsessive quest to find the "perfect" home design software package.  In fact, it dawned on me after leaving the store with my third new piece of software in as many weeks that I had lost sight of my real objective - to build a new house and get out of my apartment (my upstairs neighbors are driving me crazy).

When I come to work these days (to pay for my new house), I realize that many IT folks are doing the exact same thing.  Faced with a plethora of process models, tools, and technologies, they lose sight of their real objective when it comes to IT Service Improvement - improving the service their department delivers to the business.

As Director of IT Service Management within our Business School I have the opportunity to meet with a tremendous number of IT folks around the world who are engaged in service improvement efforts in some form or fashion.  Inevitably, the conversation winds up centering on the question, "how do we know we're actually adding value to the business?"

In this blog, I will share my thoughts, experiences and lessons learned about leveraging the Information Technology Infrastructure Library (ITIL) and Business Service Management (BSM) to achieve the ultimate goal of IT Service Improvement.  Oh yeah, I'll also keep you updated on how my new home building process is going!!