Service Transition

Just finished reading Service Transition;

One area I wanted to write about which is brought up numerous times but I have seen from my experience is not followed is the most simple. I am referring to communications. By this I have seen and have been privy to all to often being overly concerned with the "technical" aspects of a transition and have not taking into consideration the vested users "emotional" ties to the existing service.

For many of us IT professionals we can take a detached almost mechanical view of the technology. To us it is a simple tool and has no emotional or even sentimental value to it. However ITIL is all about IT Service alignment with business. To this end users are a core area of the business. My point is that we can all benefit from pausing and ensuring that we consider all aspects of the transition including the users perspective.

To many users the things we call a "service" is actually tied in with that users corporate image of  themselves. This may be in the manner in which they interact with a DB or the manner in which they access files. By abruptly changing this one is actually doing damage over good. Thus it is critical to explain "why" the change is being considered and if at all possible involve them or their department in the transition design processes.

We should all remember the goal is to improve things not implement some new service. If the new service will improve things then great. But lets all remember to communicate this to ALL stakeholders in a respectful and considerate manner. Take the time to understand their concerns and fears, then explain things in a respectful and equal manner (do not talk down to them). Think team work and team building.

So my point it talk to people and talk to them as if they are your friend, brother, sister, mother, father etc. Just try to relate to their situation and you will see that the transition will go MUCH smoother and the organization will be better for it in the end.

Remember ITIL is basically all about all about team work at its core.