Why you need to bite the service delivery bullet sooner than later

Why you need to bite the service delivery bullet sooner than later

Summary: "Virtually every IT organization should be adopting process methods for service delivery" --GartnerSure the quote is from an analyst firm, but you'd be hard pressed to find anyone with some iota of what service management is disagreeing. There is a quiet revolution going on across IT organizations toward maturity via process-based frameworks, such as those prescribed forservice management.

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TOPICS: CXO
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"Virtually every IT organization should be adopting process methods for service delivery" --Gartner

Sure the quote is from an analyst firm, but you'd be hard pressed to find anyone with some iota of what service management is disagreeing. There is a quiet revolution going on across IT organizations toward maturity via process-based frameworks, such as those prescribed forservice management. IT Service Management (ITSM)may be the holy grail for once and for all aligning technology with business, as Gartner's Colleen Young explains: "Through its emphasis on process effectiveness, fundamental business management capabilities, service positioning and financial accountability, it enables internal IT to address credibility gaps, improve performance, reduce costs and compete with external sourcing alternatives."

"Service management professionalizes the IT function," Young added.

In her two-part report (client reg. required), she lays out thekey forces causing adoption; IT faces a higher burden of proof demonstrating its value now than ever before; a shift from a cost-centric view of ITs potential to a realization that IT can transform business processes; outsourcing; and technological innovation. Then she moves on to discuss the top management challenges for service delivery stressing bluntly the hard fact of life for todays IT organization: "Increased business competency in technical domains, more outsourcing alternatives, and decreasing business tolerance for IT intractability and cost mean that IT has little luxury or time to decide what it wants to be 'when it grows up."

If you are not looking at process methods consider this: "Those that are late on the adoption curve face significantly greater transformational challenges around service delivery management than those that have already embarked on this path. Every viable service delivery model is process-based; therefore, organizations that have yet to embrace process disciplines will be faced with not one, but two significant change initiatives over the midterm that is, they must drive process disciplines into the organization and wrap those disciplines with significantly more-advanced business, financial, marketing and relationship management capabilities," Young said.

I encourage you to take a look at ITIL as a possible framework for delivering service management.

Topic: CXO

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4 comments
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  • ITSM

    Company "F" is going at it full tilt - my job is directly related to ITSM. Many hurdles exist, as ITSM is made up of processes that don't easily "map" to organizations . . .
    Roger Ramjet
  • Get your red hot buzzwords!

    In all my years of IT I wish I had a euro for every one these hot new initiatives to come along that was going to revolutionize the technology industry and how companies do business.

    Just lately I can think of N-Tier Development (aka how to charge more for writing stored procedures), Right Shoring (I really despise that term), and Software as a Service (aka renting software).

    It's all crap.

    Okay, here you go. Years of experience condensed down to four bullet points:

    - Keep it simple

    - Select reliable components and the whole will function reliably.

    - Run it yourself

    - Don't feel like you have to chase every trend in technology some know-it-all is trying to tell you "everyone" is doing, especially when that know-it-all is also selling consulting services.

    Today I might be tempted to add a fifth point: Don't build your business on a MSFT platform.
    Chad_z
  • Clients "just want it to work"

    All of my clients love the work I do, because "It just works". That simple concept will allow any IT firm or department to go far, with no buzz-words needed.

    Users want their computers to work like their Microwave, TV, or car. They want to know that when they click there, it does this, without jumping through 10 hoops to get there. They just want it to work.
    Sir_Chancealot
  • Meaningless Management Buzzwords...

    Have the people that write this meaningless crap every actually worked in a real IT department?

    <sarcasm> Maybe we should all have a paradym shift while we play with our process driven B2B service architectures. </sarcasm>
    TysonZwicker