Drivers for Improvement to Service Management
The following have been identified as key drivers for ITSM efforts or projects. Initiatives for improving service management, most typically, came from the IT side, and not the business. As a result, IT leaders who drive process change exclusively from the IT department with little external interest find it difficult to gain support from the business for ITSM initiatives.
Table 1. Drivers for ITSM Improvement
|
ITSM Driver |
Scenario |
Driven by |
|
A major outage. |
A single event such as an outage or security problem prompted either IT leadership or business leadership to formalize IT policy, process, and procedure. |
Driven by the business or, possibly, IT executive leadership. |
|
IT resource exhaustion. |
IT leaders may actively pursue operational process improvement for the sake of IT sanity. This death by a thousand cuts stems from ongoing reaction to minor IT outages and incidents which require an unsustainable, heroic effort to control. |
IT Director, Data Center Manager, Help Desk Manager. |
|
Growth, acquisition or restructuring. |
The merger or acquisition of two IT departments, or the adoption of an enterprise wide application leads to a need for consolidating IT departments. Subsequent restructuring is seen as an opportunity to streamline IT or to build an IT shared services model. |
Driven by the business with some CIOs participating in decision making. |
|
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