"Nothing undermines openness more than certainty" - Peter M. Senge, The Fifth Discipline
This is the first of an intermittent series of posts inspired by Senge's book and how it relates to ITSM. I just finished reading it this weekend and there is a lifetime's worth of ideas in this book. I'd love to hear more from those in the field that have used his ideas to drive improvement in their organizations.
Just about anyone that's been through formal ITIL training can remember the moment when they were convinced that the path to nirvana had been found. Just stand up the processes, build a service catalog, and voila! Heaven on earth, with cool technology to boot!
Alas, nearly all of us found that even if we had support from our boss (and even higher), there was resistance or even outright hostility. The harder we tried to get people to see the way to enlightenment, the harder reality pushed back.
So as a public service, I want to share the one tool that can help you identify the source of your (and my!) failure to drive ITIL adoption.
Yep, it's you. Don't feel bad, it happens to all of us. We get to evangelizing about ITIL (or COBIT, or LSS, or PMI...) and forget that the people we are talking to have a vision of the future too. And if we don't help them find a way to see how their vision fits with our vision, they will reject it.
To avoid this, we need to be genuinely open to the vision of others and realize we don't have all the answers (this is particularly a peril of those who have just finished ITIL Foundations and not had certainty beaten out of the by the Intermediate courses). It's not about "compromise", it's about making the vision richer by including more perspectives and ideas.
The end result is an opportunity for genuine commitment and greater chances of success. And that makes looking in the mirror more tolerable.