I was recently asked to write about "Effective Service Management in IT". It was a very broad request without any additional detail. In response to this request, I thought it would be beneficial to note service management focus areas, the three components required, and using metrics to understand the service management experience. This is the first blog in a three part series.
Part One - Focus Areas
Technology is integrated into everything we do. Companies depend on technology to achieve their objectives. Without technology, they would be crippled and many would go out of business. With the world becoming technology dependent, the role of IT has evolved, moving from that of a necessary evil to a strategic partner that drives the business to focus on innovation, efficiency, and effectiveness.
With a growing dependency on technology and increasing business requirements and expectations, the IT Service Provider must focus on three key areas.
1. Providing services which not only meet existing business requirements but allow for agility in strategies.
2. Optimizing the IT spend by evaluating new requirements ensuring investments and resources are managed based on business priorities.
3. Deploying and managing quality end to end services which package together the technologies, processes, information, and resources required to support business outcomes.
The Service Provider must continuously balance cost and quality. Success requires in depth understanding of the business supported. It requires integration with the business. Integration maximizes the opportunity for the IT Service Provider’s strategy and conduct to be driven by the business and its objectives thereby, allowing for cost and value transparency.
Both the internal and external IT Service Provider must understand the required business outcomes and develop and position their services to meet these outcomes. Integration with the business allows the Service Provider to understand their consumer and to better measure the success and economics of deployed services. Service utilization and adoption in an organization or in the marketplace allows assessment of the true value of the services offered and illuminates if a need exists to offer further competitive differentiation.
Effective service management requires three primary components that work in harmony to meet the IT Service Provider’s objective of providing value in the form of IT services which meet the needs and expectations of the business. The components of effective service management - people, process, and technology – will be discussed in our next blog posting.
Effective Service Management - Part 2 - The Components
Effective Service Management - Part 3 - What is the Service Experience?