Monday, August 4, 2014

An introduction to IT Service Management

Articles written for CDC News in July 2014.


Having educated thousands of people on IT Service Management, I often use analogies to illustrate the various IT concepts to my students. A common trait I see with most of them is that they would only understand service concepts from a non-IT perspective and would have great difficulty translating it into what we they do. 



It's all around us!


In order to properly understand ITSM, I would often tell people to look for the concepts, activities and functions in places like hotel, airlines, or banks - find the IT elements behind it. That is to prove that Service Management is all around us.


What is the definition of Service?

"Service is a means of delivering value to customers by facilitating what the outcomes customers want to achieve without the ownership of specific cost and risks"

The outcome-based definition of service is moving IT organisations beyond business-IT alignment towards business-IT integration. Thus, IT organisation must shift emphasis from efficient utilisation of resources to the effective realisation of business-outcomes.


How do we get there?

To transform into Service-based organisation, the elements of 4P - People, Process, Products (Tools) and Partners must be considered with the support of Best Practice models and standards e.g. ITIL, COBIT, CMMI and ISO20000. Thus, we need to develop our 4P into a "Strategic Asset" by having a proper training programs to improve people competency, improve process maturity and manage our technology's capabilities. To ensure the the sustainability of the ITSM, the communication plan to transform the organisation and culture is essential. 


What is in there for us?

Practical values from adopting ITSM Framework; 


  • transform into service based organisation to become more proactive on end-to-end services
  • enable uniform ways of working in 4P across enterprise
  • enable the Governance in a structured manner to ensure continuous improvement 


Noordin Khalid
Certified ITIL (Expert), COBIT5, Prince2, LeanIT, ISO20000



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