Following on from my previous enterprise service management blog, here’s more tips on how to get started.
As a quick recap, part 1 offered advice on how to: (1) self-assess, (2) look for quick improvement opportunities in other lines of business, and (3) plan effectively. I’ll continue with another five “getting started” tips:
Enterprise service management – that’s the use of IT service management (ITSM) thinking, principles, best practice processes, and technology in other lines of business such as human resources (HR) and facilities – continues to be a popular focus for IT departments looking to add even more value to business operations.
Following on from my blog about COBIT and IT4IT, here’s the next in my ITSM 101 series and this time I’m writing about enterprise service management. Enterprise service management is about applying a service-oriented business model to the way your organization works. For instance, we all know that, done well, an IT service desk supported by the right ITSM processes (and people) can transform an IT department – making both the IT and issue resolution run more effectively and with greater efficiency.
So why not apply that same service management capability to the rest of the business?
Configuration management and the configuration management database (CMDB) should play a key part in the IT service management (ITSM) ecosystem and in keeping organizations running. But what are the key things that need to be considered when optimizing your configuration management capability and the role of a configuration manager?
Configuration management or, to give it its proper title from the ITIL books, service asset and configuration management, is the process that’s responsible for ensuring that the assets required to deliver IT services are properly controlled, and that accurate and reliable information about those assets is available when and where it’s needed.
IT asset management (ITAM) is a powerful IT management activity that saves your organization time and money and minimizes risk; but all too often people forget to quantify the benefits realized, which in turn continues to justify the ongoing investment in ITAM people, processes, and technology.
The management of IT assets – whether it’s hardware, software, proof of license, contracts, or vendor-related information – needs the right controls and checks in place to remain effective. But the use of the right metrics and key performance indicators (KPIs) not only ensures that everything is running efficiently and effectively, the availability of data and information is also critical in understanding the ITAM status quo and the action necessary to reduce business exposure, reduce costs, or to improve operations at both a business and ITAM level.
Public cloud has come a long way since we were all worried about the levels of security and availability associated with the delivery model. Now there needs to be a greater focus on costs, that is of course unless your company has money to burn.
I recently asked my daughters, aged 6 and 8: “What are grown-ups for?” Their responses, as you might expect from children, were:
“Grown-ups are there to look after childrens [sic] and make sure they don’t get squished!”
“Grown-ups are there to buy children things and to help them do things.”