Service Management

On the Road to Service Management Organizational Transformation

Transforming IT from a Technology Management to a Service Management organization means a significant change to the traditional IT culture and structure. This change is not a natural evolution that occurs through the introduction of process re-engineering and improvement and service management tools. It requires planning, design, deployment, management and ongoing monitoring and improvement at all levels – organization (people), process and technology. All are required to improve performance, productivity and profitability.

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By Laurie Dolan on Feb 20, 2012 2:00:27 AM
Service Management

Sourcing Matters

Leveraging partners to carry out specific activities is not a new concept; it has been going on for centuries - from building the pyramids to having the neighbors’ kids shovel the driveway. With all of the options available to organizations today, sourcing really does matter.

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By Mathew Bowles on Dec 19, 2011 9:18:51 AM
Service Management

The Full-Service “Information Services (aka IT) Catalogue”

It continues to baffle me that many IT organizations continue to have difficulty understanding and defining the business processes and services they deliver, manage and support; but then I am reminded that many IT’ers have just that: a focus on technology and a perspective of services from this viewpoint. The Information Service Management organization is still evolving to include business customer- and service-minded professionals as well as technology-minded professionals (but that is another topic).

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By Laurie Dolan on Nov 21, 2011 9:32:44 AM