February 20, 2018

The Transformational Power of IT Service Management

In today’s increasing reliance on information technology to drive business agility, you can sometimes get lost in a proliferation of devices, services, and processes. Without a clear strategy and plan for managing your IT infrastructure, chaos can reign supreme.

What is IT Service Management?

At its root, IT Service Management (ITSM) is the discipline that measures and manages your IT infrastructure to deliver systems that provide value to business services.

Imagine how confronting it must be when you realise you can’t deliver what your customers want, much less communicate this to your own people.

Before you can address the problem, however, you’ll need to hone in on the means that enable your people to uncover shortcomings in your technology and business processes.

Where do you begin?

A good starting point for managing your IT infrastructure is to first establish a baseline of performance metrics, called Continual Service Improvement, or CSI. The purpose of CSI is to show how you can align your IT Services with your business strategy in a way that your people can easily grasp. Their buy-in will give you a greater chance at success with your ITSM plan.

It’s also vital to understand how IT contributes to business outcomes. To achieve this, IT must negotiate and agree with the business on the Key Performance Indicators (KPIs). They must also know how to measure the success of your ITSM strategy.

What are the key strategies for ITSM?

To achieve success with your ITSM strategy, there are six key areas of focus:

  1. Business Strategy/outcomes
  2. IT Service accessibility (Service Catalogue)
  3. Business KPIs and measures of success
  4. Baseline performance metrics
  5. Reporting methodology
  6. ITSM maturity.

Once your maturity baseline is in place, you can then establish the priority of ITSM components, as well as a CSI program of work. These key components consist of Service Design, Service Transition, and Service Operations.

How ITSM can transform your business

At Optimus Australia, we believe the most successful approach to ensuring long-term and sustainable change consists of four key aspects: People, Process, Partners, Performance and Tools.

You may be wondering just how long ITSM transformation can take to successfully implement. Though the timeframes can vary, you can expect from four to twelve months to execute your ITSM plan, which depends on the following factors:

  • The size of your IT team
  • The existence of a compelling event or reason
  • The culture of your organisation
  • The gap between your current ITSM maturity and the goal maturity.

Additionally, the cost associated with ITSM Transformation varies based on both your organisation’s complexity and its maturity. We believe an experienced team of IT professionals should form your ITSM Transformation Program core team.

Contact us today

There is much more to IT Service Management than we can cover in this short article. For more information, please download our complete white paper here and contact us. Let us know how we can help you align your IT with your business.