We’d be straining your patience if we didn’t explain the title of this blog right away. ITSM?
That’s information technology service management, or the fine art of finding out about what business users need, mapping services provided by IT systems onto those needs, and then making sure the services run in a way that makes sure those needs are always met.
Enlightened IT departments are realising that from their internal customers’ point of view, the “SM” is a lot more important than the “IT”. So, the question then is why limit SM to IT – And why not extend it to help other departments help their internal customers’ needs?
Human resources and finance are just two examples of where the “SM” can be used for improving the value of a department’s services to the rest of the business.
Many of the concepts underpinning ITSM carry right through to service management for these other departments.
For example, with a few minor tweaks (like taking out the word “IT”), the following descriptions of ITSM at the University of California at Santa Cruz can now apply to any “service provider” in an enterprise:
- “A service is a coherent, ready-to-use deliverable that is of value to the customer. Services allow customers to do business without worrying about underlying technology or infrastructure.”
- “Services must evolve to continue to meet the needs of the customer and respond to technological changes and advances. The Service Lifecycle is the overall framework used to identify, define, manage, and retire services.”
- “Defining services is the key to service management. A service definition enables both the customer and the service provider to know what they can and cannot expect from a service… eligibility, service limitations, cost, how to request the service, and how to get help. A well-defined service also identifies internal processes necessary to provide and support the service.”
To sum up, kudos to the IT community for making ITSM what it is today, and encouragement to other departments to put the same thinking to good use for themselves – especially now that all the heavy lifting has already been done for them.