In 2011 began, I had the opportunity to reflect on the important things in life, and surprisingly, spend time fretting over refreshed ITIL V3 qualifications and not on my list. It makes me sad that a single service management does not cut?

Allow me to explain, and share some personal thoughts on the beginning of the year – the most important things are family, health and happiness – our extended family through another person, had some of us a bad health and all its horrors, can bring happiness and hope needs no justification.

So where is the management of services come in – Well, as a living is something that I love and that’s part of my happiness, has come to service management. Where would we be if we did not like our work and provide a little humor in our daily lives?

And I could not help but think that this also apply to an organization. Is not that what my clients really ask my help if they “improve service” to search. What makes an organization healthy and happy?

First, lets look at the family – what makes the organization work? His terrible cliche, but it is the people, and although it’s a cliche, does not make it true. I’m not saying that people important to you as a family, but we must all realize that we spend many hours at work and the family is working together with what we feel is very important when we return home. If management does not include a service element of how people work together effectively, it will fail. Too often we put our faith in the tools or processes, without ensuring that we meet the right person for the roles that have to work our services. I doubt there is something of controversy by saying that there is a “type” of person to successfully work on a service desk.

But we consider the meaning of the right person for all of our process? It’s a personality fit for all roles in the process, and this important element of the job descriptions should be taken with personal skills that we seek in our team. It is not gender specific, but it is certain personality, and we ignore them at your own risk. As a consultant I have often asked for powers contained in job descriptions, but less frequently for the personal qualities to make the best choice for the role. I am sure I am the door open to accusations of discrimination, but I do not think that it depends on age, color, creed or sex, it’s all about who can do the job effectively. I personally like to see the experience of not only a unique experience repeated a thousand times, I will present a variety of experiences to me. Should have been trained or supported to a few executives in the art of the interview to be a central management capabilities. In these times of tight belts, let’s not forget that training is an important factor in developing the right employees for your business. You can learn interview techniques, and with the right skills, your managers, individuals who need them together in the family, identify to reach their goals.

Take a vote, we get the numbers, and we are working to build our family – by the way, it would do all those family gatherings at home, work best when we are the right mix of people? Or is it just me, after much time with his family during the holiday season?

What was next on my list? Health – How do you assess the health of an organization? There are a number of factors that define the health of an organization and that is where IT service management should pay attention to pay to the company. This is the company to define how they measure health – what is important to them, the bottom line, reputation, customer base, or something else, such as customer satisfaction? In-service management, we have all these factors and translate them into meaningful action and the goals of our performance. Health management services we offer is a crucial role in our team. Do you understand things that are important for our customers and services to make our work that we measure and manage performance accordingly. I’m not the many ways that we can process the health measures to cover in this article. Suffice it to say, can be an excellent topic for future articles to do.

And finally, happiness – what makes an organization happy? Well, it depends rather on the goals of our customers have set up. A successful IT department can easily identify – a section where there is no blame culture, where the teams recognize the value of the other and work together to achieve common goals, where management is transparent and fair, and Ph.D. and grade appropriate skills and abilities are balanced, with the opinions of individuals are respected, where (if not always followed in the group), where clear objectives and targets are supported by management and the individual is on their needs and requirements of the Department developed. It sounds like your department?

If not, maybe in 2011, you can think of a way to move in this direction. Most departments will find it difficult to achieve without the help of an external source. An independent assessment of the situation, a truly objective assessment of happiness and a department of a company. Expert assistance in developing a department can be really happy, of inestimable value, so you have no fear to use consultants to complete your cultural change. The successful contractor, the use of mentors and teams to advocate to achieve their goals recognize it, that nobody can know everything, and the use of experts allows you to achieve your goals.

I wish us hope all of you a happy and healthy year 2011 suggests that we are an enlightened approach to our organizational health and well-being, and that management of IT services continue our organizations will benefit from the development of health and happiness in our families to work.

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