Back2ITSM, the initiative designed to gather intelligence and ideas for meeting the challenges faced by industry practitioners, was officially launched at SDITS12. Showcasing the newly launched Back2ITSM website, members of the ITSMWP Rest of the World podcast who are spearheading the launch revealed the support of two of the industry’s foremost member organisations, Service Desk Institute (SDI) and itSMF.
Back2ITSM has grown from the original idea by Forrester’s Stephen Mann that best practice content and thinking has traditionally been driven by what consultants and industry ‘experts’ think the industry needs, not necessarily what practitioners are really looking for. ”As practitioners, we are consistently having to reinvent the wheel because of the absence of ‘shared practice’. How many practitioners have created an incident prioritisation matrix or a capacity plan from scratch rather than leveraging a Blue Peter-like “here’s one we made earlier” example?,” explained Mann.
The presentation revealed the three topics which participants will be working on first; building a service catalogue; incident categorisation; and service desk metrics. The audience broadly agreed with the choices, but when the presenters asked if anyone had any materials to add in, only one one came forward. Eventually another audience member admitted to being constrained by their business which contractually owns any resources they create.
Stephen Mann recognised the difficulty of extracting material from businesses, but said that a number of large vendor organisations were beginning to see the value of sharing information through Back2ITSM to show their commitment to improving the industry and becoming though-leaders. He is hopeful that the offering and use of initial content will breed both greater interest and the offering up of further content by practitioners and vendors alike.