IT Governance

5 Things You Need to Know to Be a Better ITSM Leader

For IT leaders, there is always something to contemplate for the IT team and the organization’s future. This isn’t hyperbole, as the continuous improvements charted by IT leaders will determine if they have the capabilities to compete as a digital business. ITSM plays a critical role in the process, enabling digital business outcomes. An ITSM leader, therefore, is responsible for corresponding needs for resources, capacity, security, and risk management of a business. Joe the IT Guy offers five tips to become a better ITSM leader in your organization:

  1. Put people first.
  2. Adoption of ITSM practices will move at the speed of the organization’s culture.
  3. One bad apple can spoil the bunch.
  4. Progress requires action.
  5. You cannot buy your way to success.

Turn to an ITSM Market Leader

People constantly seek meanings in everything they do, so it is crucial to produce positive energy and positive recognition at work. You should adopt the people-first approach to build trust, communicate values, and make your team feel inclusive in the transformation that influences the outcomes of a business. In order to create a united and solid team, it is okay to be picky with your team members. Make sure that each member of your team is a unique resource who possesses qualified knowledge and skills to contribute to the team and brings a collaborative attitude. You also don’t have to keep yourself from giving criticism to your members—be as straightforward and honest as you want, as long as it is done constructively.

It’s also very important to understand your organization’s culture to develop practices that fit how things get done. You can start with small conversations with your superiors, your peers, and people who are affected by your work. Once you have a well-planned strategy that speaks for your team and the company, don’t just sit back and pray for the good outcomes, but take immediate action to move forward and start making a progress. Joe delineates a quick list that helps you actually go somewhere:

  • Set a goal – and measure progress toward the goal.
  • Ask for feedback AFTER you have a prototype – people responded better to a concrete example versus a theory.
  • Make at least one improvement every day.
  • Make small changes – don’t try to “boil the ocean.”
  • Understand the priority – work on things that matter most.

It’s good that you’re willing to spend a bit of money hiring a consultant who will share your work and accelerate the process. While it is practical to expect the consultant to understand the organizational culture, the team, and the goals, don’t leave him or her there to take over the massive workload. Both entities should partner to build an appropriate strategy and ensure a smooth transition to operations.

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