It’s official! TeamQuest purchased Performance Surveyor. You can read about the acquisition in the news release. If you want to hear what this means for TeamQuest and the company’s plans to help IT optimize dynamic environments, listen here.

We’re putting the control in your hands. You can own a completely vendor agnostic, capacity management solution.

We’re changing the rules. You can immediately increase your capacity management maturity without a massive implementation.

We’re keeping it simple. You can completely replace your underlying infrastructure management toolsets and continue to do automated capacity management with our solution.

Of course, we’re excited about this news, but we’d like to hear your thoughts on the role capacity management plays in your dynamic environments. How do you realize the benefits of capacity management in your IT environment?

This morning at CMG in Grapevine, Texas, TeamQuest’s Rey Rios gave an excellent talk about TeamQuest IT Service Optimization (ITSO) and how it relates to the broader, more encompassing ITIL framework.

ITSO is really a focused subset of ITIL, making it easier to get quick wins than if you dive headlong into a full ITIL implementation. It is analogous to the way that TeamQuest is able to excel at providing performance tools. We take careful aim on issues that affect the efficiency of IT services, and try not to be distracted by other aspects of systems management. Integration points in TeamQuest software allow customers to use TeamQuest’s specialized tools with whatever service desk or CMDB solution they choose, for example.

ITSO provides a formula for implementing effective ITIL Capacity Management, and TeamQuest tools can aid in that process. This will enable you to balance cost with performance, using business priorities to provide the proper perspective.

For more information about ITSO and ITIL, check out the links in the blog entry about Rey’s earlier CMG presentation. There is a video version of Rey’s presentation available on the TeamQuest website. You can find it on the TeamQuest VideoSeries web page.

 

Yes, I admit it. At one time in my career I was an adrenaline junkie. As a mainframe systems programmer, I lived for those 2 a.m. calls to rush back into work to fix a production problem. In those days if it wasn’t nightly batch issues, it was getting the online system back up quickly after it crashed in the middle of the day. The operating environment was complex and the mental stimulus was highly satisfying. Being the hero got us a lot of recognition. And we all enjoy being heroes of the moment, especially in IT where being a hero boosted your compensation. Life was good.

Then I tried management on for size. I had direct contact with the business unit leaders. What an eye-opener! Although they appreciated and generously compensated us for all our heroic efforts to keep things running, they were also asking questions about why all these service interruptions and late report deliveries couldn’t be prevented. The business people analyzed and fixed problems proactively on the business side so why couldn’t IT do the same. Some even suggested that we should be wearing colorful wigs, make-up, shiny red noses, polka-dotted suits and floppy shoes. It was then I realized that although we were getting gratification by attacking and solving complex problems, the value of our reactive culture to the business was low.

The company I worked for at the time embarked on an ITIL journey. I was privileged to be part of the planning and implementation phases (feeling “privileged” now, not at that time). Capacity Management was the first process to be implemented. Boy, what a difference!  Within a year or so, many of our production problems had been mitigated. We had time on our hands. We were invited to participate with Enterprise Architecture teams. We found a whole new world out there. We were looking at new technologies and figuring out if and how they could benefit the business, taking it to new heights. It was more interesting work than scurrying around trying to fix problems. Now when I look back, I wonder how I got so caught up in the reactive thing when there are so many more meaningful things I could do to support my business.

Perhaps it’s time for you to turn in your “adrenaline junkie” hat for a “technology planner” hat.

Until the next time…

Ron

ITIL Version 3 is a quantum leap for the best practice framework. It looks at IT as a business process, requiring substantial business input. ITIL V3 is about the best practices needed to run the business of IT. Many find this concept daunting. The good news is that many of the ITIL Version 2 processes still exist in V3, just structured into a business process approach instead of a technology approach. Those familiar with TeamQuest ITSO processes and best practices will have an easier time with the difference as ITSO has been promoting this type of change since 2005 – more than 2 years before ITIL V3.

So what is the value in doing the work, especially if you have already implemented ITIL V2?  First, let me say that ITIL V3 is not for everyone. Many organizations’ culture is counter to ITIL V3 principles so failure would be fairly certain.

For example, cultures where business and IT are housed in separate ivory towers aren’t ideal candidates for success. You know what I’m talking about. The blame game begins at the castle bastions, where accusations are hurled like arrows. This is an extreme example, but I wanted to get my point across that without discussion and collaboration, moving to ITIL V3 will most likely fail.

For those with a viable culture, ITIL V3 will improve the lines of communication. IT will be operated like a business and report results like a business. This will result in IT being accepted as an equal. IT expenditures will be viewed as investments rather than expenses. Those who have already successfully implemented ITIL V3 report huge successes in using IT services to improve business performance and excellent working relationships with business units.

Since many have said that reading the new books is a prescription for insomnia, I have recently written a white paper that gives the reader a high level view. It also explains how TeamQuest solutions continue to facilitate some of the ITIL V3 best practices. Download it now. There is no charge to do so and you need not register to download.

Please let me know of any changes to improve the content. I look forward to your comments.

Until the next time…

Best Regards

Ron

This survey was taken at the 2009 TeamQuest Technology Summit, April 28-29. We asked attendees to choose their highest priority for 2009. And the winner… Overwhelmingly, it’s virtualization. Is that a surprise? Well, no, but I have two questions. Why is cloud computing so low with a paltry 7 percent and when will processes such as ITIL finally get their comeuppance?

 

Virtualization – 68%
Virtualization has been the teacher’s pet for the last couple of years. The news articles, analysts and businesses continue to sing its praises. We’ve branched out though. Instead of focusing on server virtualization, we’ve moved to desktop and application virtualization. What’s next? How else are you exploiting virtualization capabilities? Will virtualization continue to be the class favorite?

ITIL – 14%
Ahhh yes. The processes that work well for IT, but have yet to translate to or get buy-in from the business side. ITIL is a tricky one for me. I see its value. ITIL isn’t easy. ITIL can demand a cultural shift and buy-in from IT staff. ITIL has several processes with just as many starting points. What are you to do?

With the mantra “do more with less” being trumpeted about companies and IT staff, one would think more businesses would welcome some sort of process to improve the delivery of services. Those of you who have had success incorporating an ITIL process or two should share your secrets with other readers. How do you get buy in from the business side?

Green IT – 11%
It’s good to see Green computing working its way up as a priority, but there’s more we in IT can do. I’m talking more than server consolidation. Ron Potter has a few ideas for data center and systems management professionals.

Cloud Computing – 7%
Cloud computing has captured the interest of the IT world in much the same way as virtual servers. It’s a great conversation piece, but its priority seems to be pretty low. Why is that? Is it due to security reasons? Are organizations concerned with someone else being in control?

Craig

Just about everyone has access to a dictionary these days. Just because you bought one and put it on your shelf doesn’t mean you have to read every definition and use every word in the book. That’s time consuming and provides limited value. My apologies if you’re a lexicographer.

I’ve read the ITIL tomes – versions 1 through 3 – and while they provide value, I don’t believe that every person in the organization should read them from cover to cover. Just like a dictionary, you should use what’s best for your situation.

ITSO and ITIL are comprehensive sets of processes and best practices. Since every IT shop is different, they have different needs. Since IT professionals have their strengths and weaknesses, the best action is to winnow through the best practices and select the disciplines that fit your circumstances, and provide measureable and meaningful value.

If one of your organization’s shortcomings is in the Capacity Management or IT Service Management arena, I urge you to take a look at TeamQuest IT Service Optimization (ITSO). Just like a dictionary, there may be components of the framework that can provide immediate value.

In these tough business times, every little step you take to improve service quality and reduce costs is important to your organization’s survival. Find out more – ITSO.

Remember, ITSO and ITIL are frameworks. They are collections of processes and best practices. It’s up to you to determine which components provide value to your organization and then implement them; fill in the blanks in the framework.

By the way, I found some words in my dictionary that best describe this process – “flexibility” and “customization.”

I’m putting my dictionary back on the shelf for now.

Until the next time…

Best Regards,

Ron