In an effort to bring some focus to the broad ITSM topic, this blog will initially focus on the following ITSM sub-topics:
- Service Level Management
- IT Services Development
- Service Catalog Development, Deployment and Maintenance
- Service Performance Monitoring and Reporting
- Services Costing
- Service Level unit costing, capacity, run rate, cash flow
- Future state investment modeling (TCO, ROI, NPV)
- Activities based budgeting and costing
- IT Service Selection process engineering and deployment
- IT Service Demand Planning process engineering and deployment
For those just beginning the journey into the practical implementations of the SPM/ ITSM you will likely find yourself overwhelmed by a plethora moving parts that require integration for success. To keep your sanity and clarity, I offer this bit of advice that I still observe on a frequent basis.
The sole purpose of every activity and investment of a service provider must exist for the sole purpose of meeting or exceeding the published service level targets of all active customers of that service provider. If that correlation does not exist, then that activity and/or investment should be eliminated.
However, my little filtering tip comes with the following key assumption:
The IT service provider's published service levels, which drive all activities and investments, had better address 80% or more of their customers' needs. In other words, before you start investing in technology, process or people, validate your standard service offerings with the market that you serve.
I will use my next post to describe this dual level rationalization process that is the prerequisite for successful implementation of the Service Provider Model.