IT Service Management – The next step
IT service management has been around for some time now. Over the past years, the focus for many companies has been to get at least an incident management process up and running. If Problem, Change or Configuration Management have been implemented, they are at most administrative processes with not enough added value. Matured functionality and awareness now make place for the next step in service management.
Business Process Modelling and Priority
Formalized configuration management, which maps IT resources to the supported business services, leads to business-oriented service level agreements (SLAs). Understanding the IT supported business and the impact that disruptions in the IT infrastructure have on the business side, enables better incident prioritization and service desk behaviour.
Process Automation
Once defined, a process or steps in a process can be automated and optimized. This automation replaces manual steps, increasing efficiency and effectiveness.
E2E Service Management
Tying Incident, Problem, and Change Management processes together leads to faster incident resolution, as many reported issues are likely tied to recent system changes. Likewise, multiple incidents point to underlying problems, which can be remediated in a structured fashion. In most cases, these incidents and problems can be linked by using the CI’s where changes are performed on and incidents and problems are reported against.
IT as Revenue Generator
By making better use of existing processes and information and restructuring information to a business perspective, or by using matured functionality such as process automation:
- New services are delivered faster and brought to the market faster
- Uptime of business critical services is improved dramatically due to better understanding the impact of disruptions
Read more about Business Service Management from Mansystems in our approach.