You know about the advantages that IT service management (ITSM) can bring to your business. But you also know that simply implementing ITSM won’t allow you to reap all the benefits immediately. Now you need to build an effective IT service management strategy.
Here’s how you can do just that.
Adopt Proven Standards
You might think that you can just proceed with your own processes, especially in a firm where those procedures are well established. While continually improving ITSM by reviewing your workflow and revising procedures to implement best practices is advisable, you should also start with a proven baseline.
That means adopting a standard such as theinformation technology infrastructure library (ITIL) or another set of recommendations. These provide the foundation on which you can build improvements. For now, pick a solid, proven base and start there.
Develop a Configuration Management Database
A configuration management database (CMDB) is an essential feature of any IT service management strategy. The CMDB allows you to identify, manage, and track the technology you’re building your services on. This allows you to quickly and easily review the services you provide, the capacity you have for providing them, how much it costs to provide them, and even how to identify those services that could easily and efficiently be outsourced.
The CMDB will not likely be built in one phase, and the data will need to be refreshed from time to time, but its uses make it a worthwhile investment for any firm using ITSM.
Develop a Service Catalogue
Along with the CMDB, you should also develop a catalogue of the services you provide. The catalogue not only showcases which services are provided, but it also maps them to the workflow, demonstrating when and how they’re provided.
A service catalogue works in tandem with the CMDB to assist IT in determining the costs of delivering services and your capacity for delivering them, as well as identifying services that may be suitable for automation or outsourcing. Another benefit of the service catalogue is that it provides a visual illustrating IT’s value to the entire organization; since services are mapped onto the workflow, it’s easy to see where and when business units are deriving value from the IT department.
Most people want to roll out ITSM in one quick and easy step. In fact, a better IT service management strategy is to roll things out step by step. While that might appear like “fits and starts,” it actually allows you to maximize the potential of ITSM.
First and foremost, it gives your organization time to adjust to new processes and standards at each stage. It also allows you to evaluate the adoption of ITSM and how people in your organization are coping. Do your employees need more training or support? When you move to implement the next stage, you can make adjustments to the plan to address any pain points that have arisen. That means you’re adjusting on an as-you-go basis, which will ensure your solution is tailored to your business’s needs.
Select the Right Metrics
How do you know if the implementation of your IT service management strategy is successful? You have to measure it, of course, and that means you need to introduce some metrics to collect the data.
While it can be tricky to know which metrics to use—or even what you’ll want to measure—think about your business’s goals and your vision for IT. One reason businesses implement ITSM is to transition IT from a utility to a service, and to make IT a fully integrated partner in business operations.
Think about your business strategies and where IT fits into them. That should give you some idea of the types of things you’ll want to measure when you roll out your IT service management strategy.