Service Management from the Top Down
If you want an effective IT service management process, you may have to hold your nose. It’s not the improved service and customer satisfaction that is problematic…it’s the “getting there”. With the number of stakeholders at all levels (some of whom will not benefit from the changes), this effort will challenge the friendliest of cultures. But there is no substitute for doing this right and achieving an effective, long-lasting solution.
Here are three basic steps to doing it correctly, whether you are starting from scratch or re-building an obsolete system.
Step 1: Build the Scaffolding
- What it is: It’s the organizational policies upon which all the remaining should be based. This is not just shelfware. It is documentation of goals, agreements, values and principles communicated by leadership.
- Why you avoid it: It appears far removed from the real details you need to manage. Shouldn’t you get right to the details? And won’t it take too long to get leadership review and approval?
- Why you have to hold your nose: You need leadership to sign off on the policies for documentation that is input to the remaining levels of detail. Policy statements will be used in training new and existing workers--and to lubricate the way for the future development of the service management process. Policies are the
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