The 7 building blocks for IT Service Management success

by admin | on Nov 10, 2013 | 7 Comments

I had the pleasure to give a talk on this topic at the itSMF Belgium conference on 14th March 2013.  I then wrote a white paper discussing these seven blocks, that I submitted to the itSMF UK 2013 Submission of the Year Award and… I won Smile !

Beyond the personal pride and pleasure, what I value most in this award is the recognition it represents.  I develop and spread the word for a different approach to ITSM for several years now.  I can tell you that it is not easy to go away from the usual path!  Good job I am determined (not to say stubborn).

The most common comment I used to hear was : “It sounds nice but it’s idealistic.  This cannot work in the real world.”  To my pleasure, things are progressively evolving.  From “nice” and “idealistic”, it became “interesting” and now even “innovative”.  I am delighted and extremely grateful to the itSMF UK team and members for this recognition.

Download the white paper here.


It is clear that most companies and organisations trying to implement processes don’t get the expected results.  My analysis of this situation is that focusing on processes is necessary but not sufficient to achieve success in a service organisation.

Success does not just happen, you have to build it.  That’s why I love the metaphor of building blocks.  It is a good illustration of the fact that organisational success emerges from the complex assembly of several building blocks (i.e. resources and capabilities).

Through my experience and knowledge in both Service Management and management in general, I came to the conclusion that there is a need to go beyond processes and technology.  I have identified other key building blocks that have to be considered:  people, management, organisation, culture and strategy.

Download the white paper here.

Enjoy the reading.  My wish is that it will give you food for thought.

Your feedback is welcome.

Categories: Service Management, Strategy

7 Comments to The 7 building blocks for IT Service Management success

  1. Tony Spillard
    10 novembre 2013 21 h 50 min

    Congratulations Patricia, as you say, very good news indeed. I wish you continued success.

  2. Eric Vanderlinden
    10 novembre 2013 22 h 32 min

    Congratulations Patricia

    And I remember the first time you present your thinkings in march in Antwerpen on the 14 th.

  3. Haenecour
    11 novembre 2013 12 h 02 min

    Congratulations Patricia.

    Well deserved after so many work to help people on they way to hapiness at work.

  4. Philippe Delbeke
    11 novembre 2013 21 h 27 min

    Excellent news. Congratulations !

  5. Yuksel BAlci
    12 novembre 2013 10 h 07 min


  6. Serge Cauberghs
    12 novembre 2013 11 h 29 min

    Congratulations Patricia,

    « Ideas are the building blocks of ideas »

  7. wouter sterckx
    12 novembre 2013 13 h 53 min

    Congratulations to one of the greatest professionals i know. RESPECT!
    Enjoy it, Wouter Sterckx

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