itsm
| ITSM has a primary objective, which is to ensure that the IT Services are aligned to the business needs! It is imperative that the IT Services underpin the business processes but it is also increasingly important that IT should act as an agent for Change to facilitate business transformation. What the reader must be aware of is that ITSM is more than just ITIL!
Matching IT capability to the Business need Most organizations that use IT will be dependent on it. If IT processes are not implemented, managed and supported in the appropriate way, the business will probably suffer unacceptable degradation in terms of loss of productive hours, higher costs, loss of revenue or perhaps even business failure, depending upon the criticality of the IT service to the business.
IT service provision, in all organizations, needs to be matched to current and rapidly changing business demands. The objective is to continually improve the quality of service, aligned to the business requirements, cost-effectively. To meet this objective, three areas need to be considered:
People with the right skills, appropriate training and the right service culture, Effective and efficient ITSM processes, Good IT Infrastructure in terms of tools and technology. These three areas will only facilitate the implementation or realization of the objectives if they are considered in relation to a conscious, structured mechanism of alignment or ‘steering’ towards concrete business focused goals.
Unless People, Processes and Technology are considered and implemented appropriately within a steering framework, the objectives of ITSM will not be realized.
Justification It is important to make a clear business justification for implementation.
What benefits will the business itself get from improved IT Service Management processes? This question must be asked prior to any implementation of any framework.
ITSM must make a difference to the whole organization. It must make the business processes more efficient and more effective. How the business sees IT achieving this also needs to be understood, e.g. business efficiency, cost reduction in IT Service Delivery, increased Customer satisfaction with Service Delivery or more reliable IT Services to support business critical services. In all probability it will be all or most of these things.
ITIL can best be utilized, not only for improving the quality of existing IT Service Management practices, but also for aligning them with changing business demands.
Benefits The benefits of ITSM must be identified in order to justify implementing the processes. In fact, all the improvements must deliver a benefit to the business, if not directly then indirectly, otherwise there will be no business case. Benefits should also be considered for each of the stakeholders. The importance and level of the benefits will vary between organizations. The specific benefits will have to be defined in a way that they can be measured to confirm that they have been realized.
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