Wednesday, October 19, 2011

Breaking the ITSM Speed Limit

ITSM performanceWhen it comes to successful IT service management (ITSM) implementations, speed matters much more than most people think. Yet it is rarely even a consideration when organizations select their ITSM solution. Only after signing the multi-year contract do they find out that their new baby is slow. And the more tricks they teach this baby (by configuring its business logic), the slower its gets.

Let me illustrate why we at the ITRP Institute feel so strongly about application response times.

Take for example an IT specialist who just received a new incident. He will start to figure out a solution from scratch if it is too cumbersome to check whether a workaround is already available. Or consider a change manager who should really register a new change, but since that will take way too long, she decides to just implement it. And how about the specialist who should check whether a configuration item is still under warranty?

The point is that people will not use the features that are offered if they are slow. This may not sound so bad, but in fact it is detrimental to the entire ITIL initiative of the organization. Think about it. When the IT specialists are not using the information in the ITSM application, how do you think they feel about entering such information?

Google is not the only company obsessed with speed. We are continuously monitoring and improving the performance of the ITRP service because we know that it is critical to the success of our customers. When the specialists know they can quickly find the information they need in their ITSM application, they will not only use it, they will make sure that it is maintained.

For another perspective on the importance of speed, read Burstream's story; they have taken it to a whole new level.

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