Eugene Wolf, MD of Logicalis SMC in The Netherlands, looks at the benefits associated with taking a holistic approach to ITSM, pointing out that a really effective implementation is about more than processes and tools – but must respond to the needs of people too.
In his recent blog, The Fractional CIO and ITSM: Keeping the balls in the air, Mike Alley draws attention to the ways in which ITSM can help you gain control of a complex IT landscape. He rightly points out how important it is to have a clear view of the performance of IT and the interrelationship between all aspects of IT.
CIOs tend to confine themselves to conventional components such as Incident Management, Problem Management and Change Management. If these fit together well, they are very satisfied. But we are not. Professional and integrated IT Service Management goes much further, encompassing areas such as Portfolio Management, Supplier Management and Financial Management.
The real challenge lies in ensuring that all these components work well together. That requires a holistic approach in which processes, tools and people are attuned to each other. However, it is a fact that most organisations find it difficult to gain control of their basic processes, because they’re inadequately defined, integrated or implemented.
One solution to that challenge is to adopt a standard process model. For most organisations that will work better than one they develop themselves – because, although every organisation is naturally different, ITSM processes are essentially the same everywhere, just like the processes in accounting.
For example, we’ve developed just such a standard process model with a matching tool. It’s fast to implement, saves costs and yet is very comprehensive, including links to external vendors, so they can also be tightly managed. In technical terms it’s not rocket science, but it is an excellent solution – both practical and comprehensive.
Crucially, this kind of process model can form the ideal starting point for a more complex IT Service Management environment. Building on a base that is already operational and mature, a customised IT Service Management environment can be developed if required. But it’s about more than just processes and tool settings.
The main point is that your people must start to use it and see the benefits. To achieve that you must involve them in the project from the outset and make them partners in your plans and thoughts. Don't forget that - because support is the most important basis for success.
The only thing you need then is a professional overall controller tasked with managing all IT components on the CIO’s behalf, using the performance indicators in the dashboards. In that way you’ll achieve as much as you possibly can with ITSM.
Integrated management and control. It’s much easier than you think and mainly a question of getting down to it.
VIDEO: What is IT Service Management (ITSM)