Developing a strong IT Service Management (ITSM) strategy can be a challenge for some IT organizations. Every organization is different with IT supporting a business that has their own vision, mission, objectives, and core values. Many IT organizations are also still evolving as they are working to change how they are viewed within the company. Rather than being a cost center or a barrier, they are taking steps to align or integrate with the business providing value by offering a more consultative approach to solving business problems.
The ITSM strategy should be helping to guide the IT organization toward achieving the vision defined for the organization. If the organization is focused on integrating with the business and aligning technology investments with the existing or changing business needs, the ITSM strategy should provide a roadmap for accomplishing this vision. Building the strategy may sound easy but many organizations have difficulty defining an ITSM strategy that works.
A strong ITSM strategy will
· focus on the future but recognize that the past is an important indicator of performance. Past challenges and successes are learning opportunities. If the IT organization recognizes past performance, future plans will tend to be more grounded in reality.
· be grounded by the business goals and objectives but it must also consider changing technologies, the competitive landscape, and market trends. Many IT organizations will focus solely on the internal business and changing technology. Understanding trends in the broader industry as well as activities occurring with your competitors can often result in some innovative technology solutions which will help further the business’s growth or enhance the overall brand.
· consider different scenarios and options that could occur based on business performance or changes with technology. Scenario analysis can help the IT organization understand how alternative actions can impact the organization. It is also helpful to understand how the IT organization can influence changes in the organization.
· include clearly articulated action plans, which at a high level, outlines related projects, next steps, and defines accountability/sponsorship for a set of actions.
· maintain the appropriate level of detail. In IT, we often want to dive into the details but with ITSM strategy, we need to focus on the direction of ITSM in the organization. Avoid allowing the strategy to become tactical. The strategy does not need to include detailed project plans relating to execution.
· consider the impact of people on achieving the strategy. Many organizations acknowledge that the IT and business staff can impact the velocity and success of change in the organization but few consider organizational change when they develop their ITSM strategy. To maximize the opportunity for success, consider incorporating strategies associated with the adoption of change by the IT and business staff.
· routinely be reviewed and updated. Your ITSM strategy will change over time and it should revisited on a regular basis. When reviewing the strategy, also revisit the key metrics defined during the planning process.
For more information on how you can ensure your ITSM strategy is solid, contact us at firstname.lastname@example.org.
At AdOPT, we are transformation consultants focused on strategy, process, and culture to increase effectiveness, improve efficiency, and optimize costs. We wrote the book on organizational change in IT. For more information about our ITSM Adoption workshop, vision and strategy development, or other services, contact us at email@example.com or by calling 520-591-2427.