At a BPM event recently in Orlando, I was chatting with a colleague about IT and the BPM responsibility. This guy is the SVP of IT operations and handles Infrastructure for his company. When someone asked him who from the business was responsible for the BPM aspects in his firm from the business side, his response was “We in IT are actually responsible for the BPM aspects and optimization therein.” Another guys goes, “The only real applications the business is concerned about is e-mail”
That set me thinking about IT Service Management, etc. Having spent some time doing ITIL work, I am familiar with the concept of IT service management, which involves moving:
- Multiple points of contact with the business
- Service defined and measured in technical terms (if at all)
- Work driven by technology
- Organized to support systems
- Managed relationships established with customers
- Service defined, measured and reported on in business terms
- Work driven by service requirement
- Organized to deliver service
So ITSM is all about better service at lower cost. But the challenges with a full blown ITIL deployment is that ITIL is far too generic for an organization to implement at a fast pace, in totality. Process reengineering and change management are always required and are rarely considered. Some practitioners have said that it complements other IT management methodologies like CMMI, etc. But the way I look at this is that CMM focuses on improving and appraises the maturity of application development. ITIL is focused on best practices around IT Operations and Services. This kind of demarcation:
The ITIL v2 broke these Operations into Service Support (ensuring that the customer has access to appropriate services to support business functions) and Service Delivery (IT services are provided as agreed between the Service Provider and the Customer).
But the key to achieving good IT service management even at a small scale is by using the following guiding principles:
- Business Relationship Management: Ongoing liaison and relationship building with Client community. Maintain an understanding of the business and IT requirements.
- Service Delivery Management: Understand the IT Services provided and the businesses reliance on these Services. Carry out the appropriate business liaison and escalation for Service issues.
- Service Performance Review: Formally review service performance against agreed upon SLAs. And good luck with that J
- Service Level Agreement Management: Maintain service definitions and assess implications of any changes
- Service Enhancement Request: Receive and shape requests for new/enhanced services