Ayearon staff maintain industry credentials, such as the ITIL® V3 Expert and PMP®. Rapid evolution of both standards and technology means that process-orientation alone is insufficient. Hands-on capability with modern technologies and tools is necessary in order recommend, architect, design, plan, and build effective solutions.
At Ayearon we stress an understanding of the big picture while developing practical, custom solutions for customers. Although process knowledge and framework expertise are important, lack of tool-specific knowledge often leads to solutions that are impractical, unworkable, or not aligned with organizational capabilities.
There are several standards and libraries in the ITSM industry. These include, but are not limited to:
- ITIL® V3/2011
- ISO/IEC 20000
- PMI PMBOK®
Each standard is helpful and addresses many needs of IT organizations. However, none is complete and no standard or library can ever meet all the needs of all IT organizations, regardless of size, industry, maturity, or organizational strategic priorities. In addition, a detailed knowledge of ITSSM automation tools is vital for building practical solutions that integrate with each organization’s specific needs.
IT managers must balance contradictory and competing needs across the plains of people, information, and action.
People: Stakeholders may include IT staff, user staff, user management, executive management, customers, partners, and suppliers. IT managers must also deal with outside security breaches, external and internal audits, and possibly industry compliance frameworks. Each stakeholder has different needs and places different demands on the IT organization. Managing these stakeholders and their contradictory requirements is a challenge by itself, but it must also be done in the context of rapidly changing technologies.
Information: In the informational plain, each stakeholder has unique and sometimes contradictory needs. Information that is shared with one layer in the organization must sometimes be held confidentially from another. Conversely, technical information that is readily understood by IT staff requires translation for non-technical stakeholders. Senior executives prefer a roll-up of information across a wider variety of data sources. The variety of needs in this area can also challenge IT management.
Action: Finally the need for action challenges IT management. In many cases, the adoption of agile frameworks has lead the need for greater responsiveness. Similarly, rapid changes to technology and external competitors has also increased the need for rapid responsiveness. On the other hand, the need for compliance defers actions until suitable authorizations are obtained. Automated fulfillment can alleviate many of these challenges, but they do require planning and a deep understanding of the tools and interfaces that underlie them.
The effectiveness of capabilities and resources in organizations, especially during the implementation or improvement of processes or services, requires addressing a host of adoption issues surrounding people, the processes, and the tools used to implement them.