IT SERVICE MANAGEMENT AND ITS VALUE FOR THE CUSTOMERS. (PART 2 of 2)

Dear reader, I’m glad to share with you the second part of this blog on “IT SERVICE MANAGEMENT AND ITS VALUE FOR THE CUSTOMERS” (Link to part 1).

The main subject in this second part is the value that the IT Service Management and the IT Service Manager have for the business.

The IT Service Manager is responsible for the IT services he manages and should ensure business continuity from his perspective as data (information) keeper. The term Service Manager in the IT environment would be similar to a Business Process Owner or a Business Process Operations Manager on the business side depending on how deeper we go into their role descriptions and levels. This is just a slight parallelism to help understanding his role, but we know that role naming is not a worldwide standard…

There is something worth to mention and that is that there’s sometimes some confusion about the scope of an IT Service Manager. An IT Service Manager has the knowledge and the skills to manage an IT Service (for example Change Management, Release Management, Service Portfolio, Continuity, etc, These role names depend much on the naming convention in every individual  IT delivery framework like ITIL, ISO, IT4IT etc). This doesn’t necessarily makes him an specialist in the area, because every area has a very high level of complexity, but gives him the knowledge, the tools and the skills to manage it from a higher perspective, also allowing him to easily go deeper into its operation. An IT Service Manager must ensure that the IT Services are being delivered as needed (required) to ensure in turn the business continuity from – as we said before – his perspective which is the IT perspective (Data/Information and communications).

On the other hand – and this is what makes the difference with just operating or delivering a service – the IT Service Manager must also be a partner for the business in terms of business continuity, business strategy and vision. That’s why I mentioned in part 1 the complexity of a skill set that a Service Manager should have. He doesn’t only “operate” IT services to deliver to the business, but also makes or supports the CIO to make the IT platform align with the business strategies and plans and implements the changes needed in order to provide the necessary support that the business needs in any direction this one decides to go in the outer world. The IT platform is the tool the business has to store and manage the information (data) it has in order to keep the everyday business activities running and to make decisions. There we can find the importance, and hence, the value of a Service Manager. Simply said: no information, no business. If the IT platform is down, the business is almost fully stopped. An IT Service being down during 20 minutes can cause a loss of even millions of dollars. Just imagine the bourse of  any country being out of  business for that time…

The IT platform and the people running it (CIO, Service Managers, Service Operators, Engineers, Technicians, etc.) are therefore part of your most valuable assets, since they maintain and ensure the business continuity from the information and communications perspective. Their value in your organization, is the value your own business information, communication and IT structure (eg a production line) have.

If you see the value of paying a bank for keeping your money safe and your brokers for doing good investments, how would it be possible to not see the value of paying an IT Service Manager to keep part of your most precious resources (information, communications, infrastructure) also safe and available to make successful decisions?… The big picture is the key…

I hope you have enjoyed this blog on IT Service Management and its value for the business. Of course there’s still much more to say about them, but it would take the space of a big book to include it. My intention was to just give an overview and a departing point for deeper discussions. Therefore, if you have any question please do not hesitate to contact me any moment. I’ll be glad to hearing from you.

written by Alejandro Izurdiaga

Alejandro Izurdiaga is a Senior Service Management Expert (ITIL v3), Project Manager (Prince 2) and Business Analyst at redtoo since 2009. After having completed his…

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