The Service Management Trinity

In a previous blog from the ITSM Professor we focused on the relevance of ITIL and ITSM Best Practices to contemporary IT service providers. We learned how a successful DevOps initiative must embrace ITSM, Lean, Agile and other frameworks and practices to ensure success. The solution to value is like a diamond and has many facets! In 1992 I read an article that talked about the key to delivering value and the topic was all about People, Process and Technology.

Twenty-five years later I must agree this is still the winning formula. What might be different is how we view and utilize these for success.

What will Change?

People – Integrated teams with ownership and accountability. Visualized workflow and clear direction. Communication, Education and Collaboration required. Inspire and Educate!

Process – NO MORE overburdened bureaucratic difficult processes to follow. We want just enough process, just enough governance and the process activities will no longer be siloed to just Design or to just Operational lifecycles. They will be integrated. Shatter the departmental and the process silo’s. Have you embraced ITSM Best Practices and Agile Service Management? This is not an oxymoron.

Technology – We should now have an outside in approach. “Information, Technology, and Infrastructure are key but our focus will shift from those to the “Value” that that they produce. The voice of the customer and dynamic business requirements becomes the focus. Today with cloud services, infrastructure on demand and other innovation yet to be seen we are more than ever enabled to shift our focus from the technology to outcomes. Automation will be key but we now look at microsystems and Tool Chains that support the flow of integrated teams, integrated processes and brilliant results.

The trinity still stands. Some organizations talk about a focus on People, Process and Technology but in the wrong order. If you are focusing more on Technology and Process than you may be at risk. It is still all about PEOPLE, PROCESS, and TECHNOLOGY but most importantly is that it is in that order.

Comments

Four Service Characteristics

Recently I came across several articles by researchers and experts that laid out definitions and characteristics of services. ITIL provides us with a definition that can help drive the creation of value-laden services: A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. An area that ITIL is not so clear is in terms of service characteristics. Several researchers and experts put forth that services have four basic characteristics (IHIP): Intangibility—Services are the results of actions not things. They have no physical presence and represent a logical set of elements. One way to think of service is “work done for others.” Heterogeneity—Also known as “variability”; services are unique items because of the mechanisms used to deliver services, which is people. Because the people element adds variability, the service is variable. This holds true, especially for the value proposition—not eve...

What Is A Service Offering?

The ITIL 4 Best Practice Guidance defines a “Service Offering” as a description of one or more services designed to address the needs of a target customer or group. As a service provider, we can’t stop there! We must know what the contracts of our service offering are and be able to put them into context as required by the customer. Let’s explore the three elements that comprise a Service Offering. A “Service Offering” may include: Goods, Access to Resources, and Service Actions 1. Goods – When we think of “Goods” within a service offering these are the items where ownership is transferred to the consumer and the consumer takes responsibility for the future use of these goods. Example of goods that are being provided in the offering – If this is a hotel service then toiletries or chocolates are yours to take with you. You the consumer own these and they are yours to take with you. ...

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

This article was originally published in 2015. With the Introduction of ITIL 4, some of this best practice has changed. See ITIL 4 and the Evolving Role of Roles . Updated Definitions in ITIL 4: Process Owner: In ITIL 4, the concept of 'processes' has expanded into broader 'practices.' Consequently, the Process Owner is now often referred to as the 'Practice Owner.' This individual is accountable for the overall design, performance, integration, and improvement of a specific practice within the organization. They ensure that the practice achieves its intended outcomes and aligns with the organization's objectives. Process Manager: Now commonly known as the 'Practice Manager' in ITIL 4, this role is responsible for the day-to-day management of the practice. The Practice Manager ensures that activities are carried out as intended, manages resources assigned to the practice, and oversees the practitioners performing the work. Process Practit...

Search