Disabling the "Favors Business", Once and For All

Presented by

Tom Pierce, Senior ITSM Consultant, AT&T Consulting

About this talk

Is it common for your IT organization to receive scores of different requests for work or services that may or may not be realistic from your business partners? Unfortunately, it is fairly common for people to circumvent a defined or loosely defined request process by seeking out a friend for assistance or to engage the executive service desk (reach out to a VP or above) to expedite the request to get something needed. Why do these customers feel the need to do this? Are they doing it out of necessity or are they taking advantage of the system? Are last minute rush requests considered just part of the normal business day and widely accepted by your culture? Is it fairly common for many people to be involved in receiving, negotiating, escalating, and coordinating work and project requests in your organization? There are many cases where the perception is that there is little value in creating a Service Catalog because the effort is seen as unnecessary or work that will provide little to no return on the investment. This presentation will discuss the problems and cost associated with operating without defined services and the value to your organization (and customers) by minimizing rogue services and the channels utilized to request them today.

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