Building towards business service management
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The document discusses the challenges organizations face in implementing Business Service Management (BSM) to enhance IT management and align it with business objectives. It outlines misconceptions about BSM, emphasizes the importance of understanding organizational needs, and lays out best practices for effectively integrating BSM into existing processes. Key steps involve identifying critical services, creating a business service catalog, and automating data collection to improve IT performance and efficiency.
Building towards business service management
- 1. Building towards business service management TECH2RESULT
- 2. Abstract Sandy Sukarto Tech2Result, Managing Director By now, most organizations have various tools to manage their IT environment , from network fault monitoring to application performance management. Though the business service management concept of managing IT has been around for years , many are still struggling to put this into practice. As a result, organizations are having challenges to put IT as business enablers and innovation center. Meanwhile, the IT management team are playing catching up with business dynamics, increasing cost, technology pace, security issues, and so on. In this session, we will discuss the first set of steps towards building business service management.
- 3. Topics Misconception Why business service management? First, get your house in order Proving your point Best practice Q&A
- 4. Misconception Network and system monitoring tools are sufficient to monitor services delivered by IT
- 5. Misconception Synthetic and real user monitoring tell us all what we need to know about quality of services
- 6. Misconception Business service management is the same as adopting ITSM – An important matter of orientation
- 7. Misconception Business service management is all about putting dashboard only
- 8. Misconception Adopting and implementing business service management approach require multi- year effort to produce a tangible result
- 9. Why Business Service Management? Have come a long way from aligning IT to business practice Is customer-centric and business-focused approach in managing IT, from strategy planning, execution, and continuous improvement Shift from “back office” to proactive and predictive mentality
- 10. Why Business Service Management? Improving experience with business customers Achieving cost efficiency yet being effective in delivering results
- 11. First, Get Your House In Order Understand the business of the organization and the role of IT Identify critical business services that require good IT planning and operation, i.e. contribution to overall organization strategy, owners/sponsors, financial impact of flawless execution, etc. Check back on IT readiness: Process, people, and tools Discuss with business owners on how IT can now make impact, i.e. Availability and response time for existing services; new business initiative requiring close IT involvement Identify any gaps to make the impact above
- 12. Proving Your Point Create and agree with business owners on business service catalog detailing KPIs as the basis for SLA and chargeback if applicable to organization Close any gaps identified earlier, e.g. Service planning process based on business demand? “Bilingual” (business & IT speak) people to go all the way? Tools for measuring success or failure? Start with 1 or 2 highly critical services as learning and launch pad towards the next step Weighing benefit vs. cost, adjust your next steps accordingly
- 13. Best Practice Embed into business processes, starting from service design, service transition, to service operation Review roles and responsibility of IT team and address any skill gaps Agree on single source of truth, i.e. KPI calculation and prioritization, collection tool and method, metric name and definition, key components to be monitored Centralized collection of events happening in IT Get configuration in place for resources to services Automate data collection, problem escalation, and other processes as much as possible to reduce cost associated with people and time In preparing reports and dashboard, take account of your reader’s role and responsibility