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Innovation? Don’t forget your ITSM environment

| 14th July 2015 | No Comments

Erwin ter Berg of Logicalis SMC explains why ITSM should not be ignored when CIOs look at ‘necessary changes in IT’.

The role of IT Service Management (ITSM) is traditionally based on what are often referred to as the big four:

  • Incident Management
  • Problem Management
  • Change Management
  • Configuration Management.

ITSM CloudThe roles and services in these areas have reached a high degree of maturity over recent years, which goes some way to explaining why these internal services rarely get a mention when people talk about ‘necessary changes in IT’. The tendency is to talk more about innovations at the front end of the organisation where customer contact takes place.

The reality is ITSM innovations make a hugely important contribution to an improved relationship with the business and, crucially, with an organisation’s customers.

For instance, fast support when rolling out changes using Continuous Delivery, will shorten time to market and meet business requirements. Similarly, efficiency and productivity can be increased through a smart end-user portal where users can deal with things themselves without calling the helpdesk.

This innovation is not entirely overlooked of course. In fact, in our day-to-day ITSM work we see customers striving to cast off the old world and embrace the new, so the business is well supported with distinctive IT.

What changes does this involve?

Old ITSM world New ITSM world
Technology focus Process focus
“Fire-fighting” Preventative
Reactive Proactive
Users Customers
Centralised, done in-house Distributed, sourced
Isolated, silos Integrated, enterprise-wide
“One off”, ad hoc Repeatable, accountable
Informal processes Formal best practices
IT internal perspective Business perspective
Operational specific Service orientation

By choosing best practice solutions, maximum standardisation and IT4IT, ITSM can be a smooth running, automated process that creates space in time and budget. This means the IT engine runs quietly and efficiently, while the CIO has peace of mind and can focus fully on business support.

So when you next talk about innovation, look not only at the front end of your organisation, but also the back end. There is a lot to be gained there too.

Erwin ter Berg

About Erwin ter Berg

Erwin is Director Operations at Logicalis SMC and has worked for the company since 2005 in several roles including Management Consultant and (Project) Portfolio Manager.

As a Master of Science in Co-operative Computing, he has a track record in ITSM and has worked for many large organisations like ABN AMRO and ASML, helping them to improve their IT operation.

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