re: IT Service Management Isn't Happyland
One of the best discussions in current situation of Industry. On one hand we see Service Management being heavily used by the ITSM Tools provided to come with new Tool design, offerings, better workflows..and on the other hand the actual consumers or users who are running Service Management really dont know what is to be done on the Ground.
When we talk about Outcome, people have not even thought about it. And that direction should flow from Top to Bottom.
I beleive in the SM industry the human factor, team building etc. are completely missed out. IT Governance is only limited to being compliance with Standards and not monitoring the process & outcomes.