ITSM Socialization for an Organization!!!

Hello folks,

After a long time, How are you all? Hope everything is fine. I guess, my mind is telling that I am trying to socialize with you folks. Yup You gotcha ! our topic will be on “Socialization” :)

In this post we will discuss on the importance of the Socialization in an Service Management perspective for an Organization.

Let us first discuss on the scope of the term “Socialization” .

Socialization in its business terms can be interpreted as the process for an individual or entity to acquire knowledge, norms and values to blend in to a well-defined community which brings an identity and value to the individual or the entity.

There are many defined platforms that leverages this socialization concept.For example,

Platform for People based on personal interest : Facebook, Twitter, MySpace, WordPress, Netlog, orkut, Google+, etc

Platform for People based on professional interest: LinkedIn, Xing, Viadeo, etc

Platform for Process for organisation: ITIL, COBIT, ISO, etc

For many of us these platforms are like a life-partner(I guess You Know What I meant )

As we have understood what Socialization stands for, let us now go to next step of determining on what are the ways an Organization can leverage the socialization based on process.Let us put some imaginary terms “Inter-ITSM Socialization” and “Intra-ITSM Socialization”.

We know that every Organization either its Small or Medium or Enterprise will have some Service Management Process in place like Incident Management, Problem Management, Change Management, Service Catalogue / Request Management, Asset Management, Service Level Management, Configuration Management, etc.

Let us now bridge the Socialization concept and the Organization IT Service Management disciplines using the term we defined.

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Inter-ITSM Socialization:

Service Management Process(SMP) adopted by an organization mostly will be a modified version according to its needs and it may not be same across the industry for example Change Management approval process and phase of the ticket progress may vary for an automobile industry based organization from a Banking based Organization.

If any individual joins the organization for handling SMP’s, first and foremost he/she needs to be socialized to blend with the SMP’s of an organization. Our mind will wonder that this kind of activity is done everywhere by providing KT(Knowledge Transfer) for new members,  but remember the term “KT” is different from “Socializing”.

This is the problem in many organization where people will be given just the artifacts followed by sessions(KT) and then assignment will be started directly leading to many issues.Instead, if the organization allows the new members to be socialized with the organization SMP’s which means the individual knows (rather I can say Aware of) “What needs to be Done” and “Why needs to be Done” which minimize the

The above explanation holds good for an Organizations merging and acquisition scenarios as well.

Thus the importance of Inter-ITSM Socialization will save organization SMP’s from hitches and also add value(We can include needed ITSM benefits) to the organization as well to the individual/entity.

Intra-ITSM Socialization:

We have seen the importance of an socialization within an organization that can provide value to it and now let us see the importance of the socialization outside the organization.

Socialization of the organizations Service Management Process(SMP’s)  with the flexible, well-defined and standard community(framework/good practices)  like ITIL, COBIT, ISO, etc will help the to set a par-value in terms of its productivity and credibility with respect to other organizations at a Global level.

An organization may have its own ServiceManagementProcess for handling issues, change, etc and if it proves to be productive, even that will become one community which can be socialized with other organization/entity.This Intra Level Service Management socialization will help the other organizations also to adopt it and provide value to itself and the community.

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Well folks that’s an overview of the Socialization importance in terms of IT Service Management disciplines. The terms, concept and analogies mentioned here are from my perspective of ITSM Socialization.In the subsequent post we will see how to bridge ITSM Socialization and Technology.

On finishing note , Let us “Hail for ITSM Socialization!!”

“ITSM Socialization gonna make Organization an offer it can’t refuse” ~ courtesy Godfather :)

Your views are Welcomed

Regards,

Rajagopal

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