Organisations invest significant amounts of money developing their IT service management capability.
They train people in ITIL. They recruit experienced service managers. They implement sophisticated ITSM platforms. They build service desks, change functions, problem-management practices and continual-improvement teams.
Then, when something needs improving, they often do something curious.
They bring in somebody from outside the organisation to tell their trained and experienced people what to do.
There will always be situations where external expertise is valuable. Sometimes an organisation genuinely doesn’t possess the knowledge or experience required to solve a particular problem.
But what if the expertise already exists?
