Respond more quickly to urgent business needs and incidents
while simultaneously providing stable, secure and predictable IT services,
despite the fact that the systems on which the business operates are typically
fragile and hostile to change. Sound
familiar? Improving operational
reliability and communications between ITSM functions and processes begins at
the Service desk.
I have to quote a coworker of mine at this point “All things
flow through incident management”. The service
desk is the eyes and the ears of the IT organization. If you think about it and utilize the service
desk from both an operational and tactical perspective , ensuring that all of
the other ITSM processes and functions are feeding accurate and up to date
information and data that the service desk needs, they can become the glue that
that binds the entire organization together in alignment with both IT and
strategic business goals. A single great process alone cannot deliver
as much value to the organization as many processes working together in a
coordinated effort. We must be able to
effectively capitalize on the entire support organizations knowledge and
expertise, forcing it to the lowest common denominator, where it can be
utilized when engaging the customer /user.
The value statement here is reduced re-work, less downtime,
better utilization of higher cost resources by eliminating the need to escalate
incidents and requests to a higher level of technical expertise; increasing the
stability of the overall environment and delivering predictable levels of IT
services (Quality).
Today in ITSM circles there is much talk of IT being a
strategic partner with the business and in my view we are. Almost everything the business undertakes has
some IT component and cost to it.
However, the perception of most senior business managers is that IT is
just a cost of doing business, nothing strategic about that. So it is
imperative that before we begin the journey of changing that perception we have
to show how IT provides value for money.
That begins with delivering the right set of services, at a consistent
and predictable level to meet those Agreed SLAs and of course that begins with
a high performance Service Desk.
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