IT Service Management
Adopting Service Management has become one of the most successful techniques for organisations to better align IT with the needs of the business.
The term Service Management can trace its origins back to when the UK Government created the IT Infrastructure Library (ITIL) in the 1980's. The ITIL publications were created to document 'best practices' for managing the provision of IT to the business.
After several iterations and enhancements ITIL has been used as the basis for creating industry standards for Service Management in the form of BS15000 and ISO20000.
Kavanagh's view is that while a relatively small number of organisations have the motivation to become certified in industry standards such as ISO20000, every organisation no matter how large or small will benefit from adopting elements of Service Management.
Objectives
Service Management has three key objectives:
- To align IT services with the current and future needs of the business and its customers
- Improve the Quality of Service (QoS) for the users of IT
- Reduce the long-term cost of service provision
While ITIL and industry standards may provide a roadmap for Service Management each organisation will be faced with the unique challenges inherited as companies have evolved to meet the needs of the business and its customers.
By adopting and adapting best practice techniques for Service Management, organisations can incorporate the changes in culture, process and tools that deliver tangible benefits.
Many organisations have already been 'benchmarked' or assessed against best practices but have yet to take the next steps in delivering the improvements and benefits. Many ITIL programmes have been abandoned as too complex, too long or not taking into account the cost of change and culture required.
Kavanagh's approach
Kavanagh's approach is to take a pragmatic view whereby our consultants will offer a range of options from small to larger more strategic changes.
We believe the future focus will be on the innovative activities that IT can provide to the business. This will start to generate the real 'value' that businesses demand. IT can contribute in terms of new services, new markets and more quickly reacting to business changes resulting in bottom line results and increased shareholder value.
In order to make this transition to innovation, the day-to-day maintenance of IT is where Service Management can have the most immediate impact. By optimising and automating what were once seen as activities too complex and bespoke for tools and processes to handle, a Service Management approach provides focus on the perspective of the business and not just IT.
Service Management Review
By undertaking a Service Management Review, Kavanagh consultants will be able to advise and recommend a range of options for improvements and changes. First we understand more about your business and your IT and then we apply our experience in Enterprise and Service Management to recommend and discuss options to take further.
If you would like to discuss our Service Management Review please contact us today on 01344 409800 or email Kavanagh
