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IT provides Value to the Business!
People
Service Design The services can not be effective or efficient without being designed with the business objectives in
mind. After d irection from Service Strategy, Service Design havs to assure the Service Quality is an
integral part of IT Services through their entire life cycles from customer requirements to service
d isposal. Therefore Service Design has to consider the following five Aspects:
It is the phase where IT Services are performed and actual
Value to the business delivered . But the IT Infrastructure is like
a living organism that has to be cherished and kept in a good
shape. It needs administration and above all it needs monitoring
as well as control of not all but important vital signs indicating the
health of IT services.
Business
Benefits
IT Service
Value
IT
services
Business Processes
Service Transition
Continual Service Improvement
Service Operation
ITIL initiatives still fail in 52 % because of
Culture and resistance to change (ABC@WORK, 2009).
The importance of People aspect therefore cannot be
overemphasized yet it is always forgotten or temptation to
cheat the nature prevails. The resistance originate in
Attitude, Behavior and Culture (Wilkinson and Schilt, 2008). Change of
those requires long term transformation approach, management
commitment and leadership (Burnes, 2009). How to cope with ABC
issues could be found in humorous way in a book ABC of
ICT - An introduction (Wilkinson and Schilt, 2008)
Based on Blue prints from Service Design, new IT services,
their changes and eventually d isposal have to be brought into
or out of the production live environment in a controlled and not
throw over the wall manner. IT Services have to be build , Evaluated
Tested and Rolled out into the production.
From People perspective, this is the time where new structure is
established , knowledge and skills acquired and transferred to the Operation
team as well as to Users. But most important to introduction of IT Service
Management, this is the time where Transformation and Change of Culture begins.
6. How do we keep going?
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. How can we
tell we have
got there?
High-level business objectives
Assessments, benchmarks
Measurable targets
Process improvement
Measurements and metrics
Service Strategy
IT Governance
The aim of IT and IT service
management is to support and
deliver Value to the Business
In IT Services, the technology is the one that
deliver services to Business Users. People build
technology and manage it through processes
Core components in IT Service
management are: People,
Processes and Technology relaying
on Partners and their Supporting
Services (Professional or IT)
Best Practices It doesn’t make sense to
reinvent the wheel, so adoption of
Best Practices and its adaption is smart
approach. But which one to take amongst many
of them where furthermore none of them covers
all needs and wishes. Moreover each of them primarily focus on one
domain expanded over time resulting sometimes in overlapping with
each other. Frameworks presented under umbrella of “Generic
Framework for Information Management” (van Bon and Verheijen, 2006)
could help in finding the best practice or a combination of them.
gives IT service management d irection and answers questions about
provid ing Service Value, Market and Offerings development, Prioritization and Investments in
IT Services within the IT Service Portfolio, and probably most important about development
of Strategic Assets in form of Resources and Capabilities.
In a CIO survey 95% of CIO’s declared an intention to adopt ITIL to
achieve business goals. Unfortunately still 70% of IT organizations are
unable to demonstrate the value of ITSM improvement initiatives.
(ABC@WORK, 2009)
Benjamin Oražem , SRC d .o.o.
[email protected] (January 2011)
Value can only be
provided to the Business
through IT Services with
effective IT Governance,
superior IT Service Management and
continual improvement.
• Designing service solution (requirements, resources, capabilities, skills, knowledge)
• Designing supporting systems (automation of processed)
• Designing technology architectures (consider frameworks like TOGAF)
• Designing all the processes and roles for all lifecycle phases
• Design of measurement systems and metrics
Processes:
• Service Catalog Management
• Service Level Agreement
• Capacity Management
• Availability Management
• IT Service Continuity Management
• Information Security Management
• Supplier Management
Processes:
• Transition Planning and Support
• Change Management
• Service Assets and Configuration Management
• Release and Deployment Management
• Access Management
• Operation Management
Processes:
• Service Measurement
• Service Reporting
• Service Improvement
Processes:
• Strategy Generation
• Service Portfolio Management
• IT Financial Maanagement
• Demand Management
• Service Validation and Testing
• Evaluation
• Knowledge Management
Processes:
• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
Leadership
It is not of any use if IT does not become a
concern of corporate Business management
and trough IT Governance part
of Enterprise Governance.
Introduction of IT Service
Management base on
transformation and
cultural change that
requires strong (ITGI, 2007: 5)
From People perspective , all Service Operation staff must be fu lly aware
that they are there to “provide service” to the business and secondly it is
extremely important that they are involved above all in in service Design and
Service Transition.
While Service Strategy deals with customer ’s constantly changing
needs, the Service Improvement deals with their constantly
increasing quality expectations by focus on increasing the
efficiency, maximizing the effectiveness and optimizing the
cost of services and underlying ITSM processes. It establish
core metrics and measurements, quality indicators as
well as measurement targets, methods and models
like Process and Organization maturity model and
presented Continual improvement model often
used as method for Service Management
Introduction.
(OGC, 2007e) (OGC, 2007a)
(OGC, 2007d) (OGC, 2007b)
(OGC, 2007c)