Skill, Not Experience

With every organization becoming increasingly complex due to technology, I have seen something surprisingly change …

the increased focus on the skills to solve the problem placed ahead of time in the industry.

Yes, industry experience matters.

However, someone who knows how to solve the problems you are facing through expertise and intelligence will only struggle to learn the organization for six months to a year, if that long. But, that is just one small piece of the puzzle as that person knows how to solve the problem they were hired.

The learning curve for someone with good – not great – ability who is intimately keen on the industry will take years to catch up in skills and abilities, if they ever do.

With common technology problems to solve, the industry-specific requirements will become less important.

I know some will disagree.Please comment below.

But, I would argue that most organizations are more similar than most realize. Having bridged many industries, I can say that the core problems are very similar.


Imagine the future with AI, RPA, and every other known technology innovation.

Now, imagine the governance needed to ensure the organization remains, compliant, addresses stakeholder needs, and operates in a measured manner.

The future is bright, but we will see a few organizations – who have not invested in the needed governance – be made an example.

Now is the time to stand up the governance mechanism and add the technology innovations as your organization is mature enough to handle


I was talking to a friend yesterday about Service Management and Asset Management tools.

He’s a Director over Architecture at a company currently implementing an ITSM/ITAM tool.

We were talking about why so many organizations are unhappy with their tools within 2 years of implementation.

I drew the conversation to implementing a data lake.

Putting data in a lake will not solve the problem. You need to include all stakeholders in the requirements, define scope and governance, and be able to maintain the highest level of data quality and integrity. This is just the start.

It was a good conversation.

There’s way more to success than most believe.


I am excited to see where technology takes us the next 10 years.

We will have mind-blowing innovation.

The key will be how well we use it to deliver (co-create) value as part of a broad technology group.

If AR/VR take off, how will you treat as Assets in Asset Management, configuration items in Service Management, or keep continuous in Business Continuity.

The same will be for all new technology.

Four Dimensions of Service Management

I have an image for you this Friday …

Think of ITIL4 as a 2D image with The Four Dimensions of Service Management on one axis and The Service Value System (Governance, Guiding Principles, Service Value Chanin, etc.) on the other.

So, when you think of the co-creation of Value, consider which of the four dimensions contributed.

Have a great weekend.