Time consuming, friction inducing and potentially costly, there is plenty that you would want to avoid when properly building IT service management. Yet if you hold your nose and do it right, you can establish a strong and effective process.
Most of the information available on Service Level Management focuses more on the technical and logistics side of implementing various agreements--and on the relationship management side of the equation. While the technical and logistics aspects of SLM are very important, there seems to be an abhorrent vacuum around the intrapersonal side of making SLMs truly flourish.
Running an IT department isn’t about the technology, it’s about the business. To be a strategic contributor, IT needs to take a much more proactive view to managing the technology portfolio--driving business-focused projects with bottom-line benefits.
Maybe we should consider our internal customers as just that--customers. That doesn't mean that we stop using ITIL and start entering them into our CRM system, but we should provide them with the same standard of service--and expect the same level of commitment.
Since service management is far more important to our customers than information technology, the acronym should be SMIT--or Service Management through Information Technology--rather than ITSM. There are many methods for structuring the improvement of the service that we provide to our customers, but all of the complexity boils down to a few important considerations.
Back in my CIO days I received a call from the VP of Sales who was travelling in Helsinki at the time. That I had a 24x7 global support team was not relevant – he was a VP and felt entitled to c ...
Like most projects, the value of ITIL needs to be quantified and communicated clearly to the rest of your organization. The combination of information on benchmarked cost saves--paired with baselined metric data or value drivers--will present them with the information needed to tell a convincing story and sell the business case.
This basic set of checklists will help your ITIL implementation by getting your organization's IT service management in line. A good first step is following these guidelines for ITIL-compliant service support.
This basic set of checklists will help your ITIL implementation by getting your organization's IT service management in line. One major component of ITSM is service delivery apart from service support, and this checklist focuses on areas that contribute to an ITIL-compliant service delivery arm.
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"[Musicians] talk of nothing but money and jobs. Give me businessmen every time. They really are interested in music and art." - Jean Sibelius, explaining why he rarely invited musicians to his home. |
