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An executive of a leading credit company summed up the challenges facing IT organizations by saying, ?There are no IT projects ? only business projects supported by IT.? This quote emphasizes how IT organizations must understand the importance of their role in enabling business priorities. order to manage by these priorities, however, IT management must first fully identify why they being requested to implement new processes or systems, and determine how these changes will provide business value.
This white paper reviews how IT organizations can become more responsive to business needs, accelerate the business by following the same steps that people would use when trying to the way they play golf. That involves first identifying why you want to play (or want to implement BSM strategy). Then it entails figuring out what level of player you want to become (defining objective) and finally, it requires taking the necessary actions to get to that level (putting the processes and technology in place to support that goal). The amount of effort you spend is the results you expect to achieve.
Business Service Management (BSM) is a software strategy for managing IT from a business perspective By implementing BSM, companies can rapidly align their IT operations to directly support critical business objectives. This flexible strategy helps companies quickly identify and optimize the key processes in enterprises, and is an important step because the quality of critical business services can impact success. These business services span multiple applications, databases, and networks across the IT infrastructure. The various areas within BSM are described in detail in the appendix of this paper
By implementing BSM, IT organizations can understand critical relationships between business and IT services, as well as detect changes and prioritize the management of IT infrastructure components based on business metrics and requirements. Understanding those relationships, and prioritizing how to react to situations, can help businesses operate more effectively while reducing costs and increasing customer satisfaction.
This white paper reviews why IT organizations that follow this BSM approach should also use IT Infrastructure Library (ITIL ) guidelines for best practices in Service Management, and focus on addressing people and process issues before implementing technology.
This document further provides an overview of strategies and practical examples for implementing BSM. It includes methods for breaking down BSM into manageable sections by identifying the reasons for an implementation, and then tackling those areas, one step at a time. It also reviews practical approaches to help organizations align IT services with needs of the business and its customers, improve the quality of the IT services delivered, and reduce the long-term costs of managing services. In short, this approach will help IT to activate the business.
IT faces the ongoing challenge of delivering level of service at the most appropriate cost
The questions in Table 1 can be used to IT organizations often give all service requests whether a business customer?s service request priority regardless of the value of each be implemented; the value and associated it costs to deliver. To meet customer requested service; and whether the implementation control costs, IT organizations should consider the been successful followed by many industries in which people levels of service based on what they pay.
Recapping our golfing analogy, the IT organization the airline industry offers different levels of know why it is ?playing golf? before it on price (e.g., economy, first class, coach). appropriate level of service. In addition, IT charged according to the level they select and what level of service it should provide until to expect. They get what they?ve business characteristics related to a service must focus on the business-relevant services IT, however, is typically asked to deliver a first at an economy-class price.
In another example, a CIO was in the when his pager alerted him that a server had Too many organizations inefficiently monitor looked at the pager message, but had no activities. For example, a company may have that server was supporting a critical function dedicated to running end-of-quarter financial it supported a remote employee who was must go to the Securities and Exchange routine project at home. Unless IT focuses given deadline.
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