Often, when we talk about implementing IT Service Management we refer to one of the Founding Fathers of the Quality Management movement, Dr. W. Edwards Deming. Most people focus on the Deming Cycle of Plan-Do-Check-Act. Perhaps lesser known but just as important is the fact that Dr. Deming spoke of the changes needed within an organization’s culture to make the Deming Cycle work to its greatest effectiveness. Dr. Deming wrote and spoke of Seven Deadly Diseases that infect an organization’s culture and prohibit it from truly succeeding in achieving quality for the customer. Lack of constancy of purpose: You must remain focused on doing the right things because they are the right things to do for your customer and to achieve quality. ITSM is not a fad it is a way of behaving. Emphasis on short-term profits: Cutting costs can bring short-term profits and are easy to achieve. But cutting costs can only go on for so long, before you have cut to the bone and have nothing left to cut. ...

Several key individuals played a significant part in the creation of the movement to develop the ideas and usage of quality in the production of goods and services. Joseph Juran was one of these main contributors. His main efforts came in the form of the Quality Trilogy and the Quality Roadmap. Each of these approaches helped to set the foundational concepts and practices of achieving quality for customers. Juran began with a basic definition of quality: “Quality is conformance or fulfillment of customer requirements” The Quality Trilogy states that there exist three basic stages or aspects of achieving quality: Quality Planning: quality does not happen by accident Quality Control: checks and balances, structure and governance ensure quality Quality Improvement: we must always seek a better way to do things Once we have our basic aspects laid out we can then create a “roadmap” or plan for attaining quality. For the delivery of goods and services we could try to create this r...

Often, when we talk about implementing IT Service Management we refer to one of the Founding Fathers of the Quality Management movement, Dr. W. Edwards Deming. Most people focus on the Deming Cycle of Plan-Do-Check-Act. Perhaps lesser known but just as important is the fact that Dr. Deming spoke of the changes needed within an organization’s culture to make the Deming Cycle work to its greatest effectiveness. Dr. Deming wrote and spoke of Seven Deadly Diseases that infect an organization’s culture and prohibit it from truly succeeding in achieving quality for the customer. Lack of constancy of purpose: You must remain focused on doing the right things because they are the right things to do for your customer and to achieve quality. ITSM is not a fad it is a way of behaving. Emphasis on short-term profits: Cutting costs can bring short-term profits and are easy to achieve. But cutting costs can only go on for so long, before you have cut to the bone and have nothing left to cut....