In order to achieve long-term success, IT department managers must efficiently manage staff and follow optimum business strategies. It is essential to stay in tune with the comprehensive business objectives of an organization instead of taking on a reactive approach for leading the IT department. IT service management (ITSM) must, therefore, involve delivering the highest quality services and focusing on the organization's relationship with their customers. The methodologies used are not based on the narrow details of a particular product or other technical details, but on implementing a framework to structure all relevant IT-related activities. By striving for new solutions in ITSM, a lucrative opportunity opens up for transforming the quality and consistency of IT services by sticking with solutions that work and getting rid of past tactics that hinder the success of a business.IT Service Management Frameworks
Frameworks such as Six Sigma, ITIL, Lean, and Control Objects for Information and Related Technology (COBIT) can be important for businesses in down economies. For example, many companies use a process improvement methodology that combines both Lean and Six Sigma IT management tactics. By using Lean Six Sigma, companies are better able to streamline their operations by reducing waste and increasing value. While there is quite a bit of training involved to implement these methodologies, the long-term benefits are well worth the effort as your IT department learns how to control plans, standardize measures, and use a common language in order to optimize the cause and effect matrix.
ITIL framework solutions also offer numerous benefits, including:
Quicker turnaround of quality products and services
Greater customer satisfaction
Improved customer perception
Cohesive teamwork and improved communication
Single point of communication, information, and contact for improved accessibility
Project decisions are supported by more meaningful management data
Greater control over managed infrastructure
Increased employee productivity
Reduced waste and improved use of support resources
Each framework covers the full gamut of IT Service Management processes. For example, proper documentation is an essential factor of the process that ensures that each requirement is met. This documentation should include specific test cases relevant to the project. All issues of the project are clearly identified. Documentation also serves as an agreement between the solution provider and the customer before the project is actually initiated. Documentation also helps to track changes to the requirements, which will help in determining how these changes are affecting the financial investments and timeframe of a project. By carefully documenting the requirements of an IT project, every aspect of the project will be improved upon. Every person in the IT supply chain benefits from proper documentation, including the business, employees, and customers.
Documentation of requirements is just a single, yet important, aspect of effective IT Service Management. Modern frameworks will provide the solutions you need to approach any project with a well-rounded perspective on the entire process.
There are professional organizations that focus on designing the best IT service management methodologies. For example, the IT Service Management Forum (ITSMF) is a non-profit organization that is recognized around the world for providing invaluable information for IT service management professionals. The organization helps these professionals adopt "best practice" solutions for IT Service Management.
The widespread benefits of effective IT Service Management ensure that the work in implementing "best practice" solutions is worth the time and effort in the long run. Of course, the customer is king when it comes to the success of any business. Effective service management solutions guarantee that the overall experience of your customers is improved. The business itself will also reap substantial benefits. The IT department becomes fare more cost-effective and efficient, which increases your return on investment. All ineffective practices are eliminated, which not only increase the bottom line of the business but also increases staff motivation.
The business is able to demonstrate that it is well managed and that there is effective corporate governance in place. This advantage is essential for securing future contracts and for optimizing the overall morale of company staff.