Each of our IT service managers is responsible for operating their service, measuring its impact, managing its cost, and evolving the service over time. How the service evolves, or its “roadmap”, is based on changing user requirements, product evolution, technology changes, cost pressures, and industry trends. The service manager must stay informed and continuously question their assumptions as they develop their roadmaps. But almost as important as the ability to develop their roadmap is the need to communicate their roadmap.
MITRE’s InfoCenter does not have books, we have 3D printers. Puzzled? I will tell you our story.
In 2009, “social” was still a buzzword, Facebook was years away from an IPO, and Instagram has not been invented. Yet a groundswell was beginning – people used to the ease of sharing in their online social networks came to their offices, only to find that exchanging information was difficult at best. Communications flowed from the top of the organizational hierarchy down, flooding the already overflowing email inboxes – while cross-organizational collaboration was severely impeded.