IT services are created by the work of IT professionals

Wim Hoving

Architect ISM-methode

Something strange is going on. It’s not so hard to understand that IT services are created by the work of IT professionals.Therefore its strange that most times IT management (push) or leadership (pull) is not focusing on facilitating the professionals so they can do the job.

Professionals needs

In order to work effective and efficient professionals need:

  • Targets – know where to go -clear policy and service expectations
  • People – clear roles – who’s doing what, fully staffed, no more work than feasible
  • Process – a compact process model that structures the co-operating and basic handlings
  • Product – tools as ITSM-tooling, user surveys and dashboarding to create insight in the actual service, process and team performance.

The primary role of management is facilitating the professional by setting clear targets and organize the way of working (People, Process, Product) of the IT organization.

Organizational behavior

The behavior of the leader is largely influencing the behavior of the professional. If we want great results we need leaders who’s behavior is result oriented and therefore focused on facilitating.The good thing is, organizational behavior can be improved.Maybe that’s the most important skill of a leaders, constantly willing to adapt their behavior to create maximum result with their teams.The leader facilitates, the professional creates.





Wim Hoving

(Result-oriented connector
of People and Process,
architect of the ISM Method)

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The ideas and solutions in this blog are part of the ISM method. This method provides an IT organization with a fully integrated approach. An approach at the strategic, tactical, and operational levels. In ISM, the most practical ideas from ITIL®, Lean, DevOps, and OBM are integrated into one compact and applicable framework. The ISM philosophy is open source and universally applicable. These texts are copyrighted and may be freely distributed with proper attribution.

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