Skip to main content

Deployments Failing? What about STRATEGY?


A lot of organizations today are focusing on improving their time to market and also looking at tactical ways to be able to deliver services without causing massive "All Hands on Deck" outages.  How can we deliver quality services faster at the least amount of cost?

Varied methods such as Agile, Lean, Six Sigma and other service management process activities and methods have been attempted.  Why are we missing the mark?  Why does the business not see the type of returns that are touted?  Perhaps if there was more of a focus on the strategy, or at least as much time and effort as is put forth in the tactical and operation space, we would see better results.   Is it time to shift the focus?

Having a clear strategy will help your organization to be able to link tactical plans and operational activities to outcomes that are critical to customers and to the business as a whole.  With clear strategic initiatives, governance and best practice principles, the service provider could be contributing to the value (and not just the cost) of the organization.  Best practice for service management defines how having a “strategic” view and plan could allow the IT Service Provider to:
  • Have a clear understanding of what types and levels of service will make its customers successful and then organize itself optimally to deliver and support those services. This is achieved through a process of defining strategies and services, ensuring a consistent, repeatable approach to defining how value will be built and delivered that is accessible to all stakeholders. 
  • Respond quickly and effectively to changes in the business environment ensuring increased competitive advantage. Understanding that business requirements are dynamic is key! 
  • Support the creation and maintenance of a portfolio of quantified services that will enable the business to achieve positive return on its investment in services. We are not just talking service catalog but full on Service Portfolio Management which is broader in scope and includes the Business Service Catalog. Emphasis is on “quantified” services. 
  • Facilitate functional and transparent communication between the customer and the service provider so that both have a consistent understanding of what is required and how it will be delivered. 
  • Provide the means for the service provider to organize itself so that it can provide services in an efficient and effective manner. 
  • Giving clear strategic direction is essential in order to scope the effort in every other functional area.  If service providers continue to focus on tools and automation or to focus on approaches without a heavy focus on strategy we are likely to miss the mark.
For more information:
Read ITIL Best Practice - a high level overview from the owners of ITIL  
            
View ITSM Academy's ITIL Service Strategy Training and Certification

Comments

Popular posts from this blog

What is the difference between Process Owner, Process Manager and Process Practitioner?

I was recently asked to clarify the roles of the Process Owner, Process Manager and Process Practitioner and wanted to share this with you.

Roles and Responsibilities:
Process Owner – this individual is “Accountable” for the process. They are the goto person and represent this process across the entire organization. They will ensure that the process is clearly defined, designed and documented. They will ensure that the process has a set of Policies for governance.Example: The process owner for Incident management will ensure that all of the activities to Identify, Record, Categorize, Investigate, … all the way to closing the incident are defined and documented with clearly defined roles, responsibilities, handoffs, and deliverables. An example of a policy in could be… “All Incidents must be logged”. Policies are rules that govern the process. Process Owner ensures that all Process activities, (what to do), Procedures (details on how to perform the activity) and the policies (r…

How Does ITIL Help in the Management of the SDLC?

I was recently asked how ITIL helps in the management of the SDLC (Software Development Lifecycle).  Simply put... SDLC is a Lifecycle approach to produce the software or the "product".  ITIL is a Lifecycle approach that focuses on the "service".
I’ll start by reviewing both SDLC and ITIL Lifecycles and then summarize:
SDLC  -  The intent of an SDLC process is to help produce a product that is cost-efficient, effective and of high quality. Once an application is created, the SDLC maps the proper deployment of the software into the live environment. The SDLC methodology usually contains the following stages: Analysis (requirements and design), construction, testing, release and maintenance.  The focus here is on the Software.  Most organizations will use an Agile or Waterfall approach to implement the software through the Software Development Lifecycle.
ITIL  -  is a best practice for IT service management (ITSM) that focuses on aligning IT services with the needs …

ITIL 4 – Mapping the Customer Journey

All service providers are in the business of customer and user experience. It is not enough to compete on products and services, how services are delivered is as important as what is delivered.

The customer journey is the complete end-to-end experience customers have with one or more service providers and/or their products through the touchpoints and service interactions with those providers. In order to focus on the outcomes and on the customer/user experience, service providers are seeking to master the art of mapping their customer journey. Doing so allows them to maximize stakeholder value through co-creation of value throughout the entire value chain.

The customer journey begins by understanding the overall macro-level of steps or groups of activities that generate the need for interaction between the customer and the service provider. These activities begin at “Explore” and end with “Realize” where the value is actually being consumed by the end-users.
The Band of Visibility