IT service management (ITSM) and ITIL, the most commonly adopted ITSM best practice framework, are both full of terminology. Just look to the names of the 26 ITIL processes, some of which are pretty self-explanatory but sadly some aren’t.
So if you’re just starting out with ITSM and ITIL, I’m wondering which are the most important words in ITSM to know, from a traditional perspective? You might ask why I say “traditional” – it’s because I’ve written another blog that takes a more business-focused, and sometimes funny look, at the ITSM A-Z.
It really is an exciting time to be in IT service management (ITSM) – and not just because I’m here. The accelerated development of technology and the added complexity (although sometimes new technology might offer increased simplicity), has given us ITSM professionals a once in a lifetime opportunity to be taken really seriously in both IT and business circles. The flipside of this is that… well, to be taken seriously we are expected to add real business value. It sounds daunting, but it’s less so if you break it down into the things that will ultimately drive business value.
The end of the year is often a time to reflect on our past, from the year just gone to even further back in time, and then to look to the year ahead. However, it’s not necessarily an easy thing to do for a number of reasons.
Firstly, we might be so caught up in today that we have little time to think about either yesterday and tomorrow. Secondly, it can be difficult to be self-aware and accurately self-congratulatory or critical. So it can often be easier to self-reflect through the lives and experiences of fictional third parties – such as Ebenezer Scrooge and his three ghosts in “A Christmas Carol“ or George Bailey in “It’s a Wonderful Life.” So, when it comes to 2017, and the IT service management (ITSM) challenges it might bring, let my short story below get you thinking about the challenges you and your colleagues might be facing in 2017 and beyond.
Using an IT balanced scorecard will help your IT organization to focus on the right things – for both delivering against business needs and engendering service improvement. In doing so though, there are a number of potential pitfalls that organizations need to avoid, which this blog details. But first we need to start with a little background on balanced scorecards.
The business balanced scorecard is a planning and management tool/technique used by many organizations to ensure that business operations and outcomes are optimized. More information on this – in particular the four employed perspectives of financial, customer, internal business processes, and learning and growth – can be found in my good friend Stuart Rance’s blog: “How to Make Sure Your KPIs Are Balanced.”
Is your organization thinking about creating a service catalog and service request catalog (or starting over with it again)? It can be a daunting undertaking (and “undertaking” always seems such a terminal pursuit), but a well-thought-out service catalog (plus the associated service portfolio management activities) can add tremendous value to your organization.
Service catalogs provide insight and help us to organize resources and provision services quickly and effectively. And, if we do things right, service catalogs will help to ensure that we align the IT services offered with business needs and strategies.