My new articles written for CDC News in August 2014
The three main advantages of Service Management are cost-reductions, strategy unification and continual
service improvement. The integration of core business objectives allows
an effective operational efficiency and cost reduction through improved
end-to-end organization visibility.
Thus, the process
management and identifying target
areas for improvement are essentials.
The common target areas are reducing recurring incidents, reducing
recurring incidents, reducing average incident resolution time, reducing user
down time and decreasing overall IT support costs. ITSM helps to reduce the
occurrence of problems while also minimizing the impact of organizational
errors, allowing for an efficient and cost-effective
business performance.
ITSM assist strategic
unification that helps to increase cross-functional communication and
better transparency while simultaneously reducing the possibility of poor
alignment for organizational goals. This will give the opportunity to align
customer needs with business satisfaction.
With more effective cross-functional transparency, it also
inadvertently creates an opportunity for continual
service improvement. E.g. better alignment of business priorities,
effective change management to accommodate for fluctuating demands, enhanced
customer fulfillment, greater customer satisfactions
The innovative nature of ITSM will allow consistent self-improvement across operational functions for
increased productivity and a cost-justified infrastructure.
Our next steps in the next 90 days…
- Stop talking! Stop doing the wrong things! Ask yourself what does your customers think of you and your services
- Look closely at your services… is it what’s needed or what you think you should provide? Ask your customer’s how you can improve and better manage their expectation on both sides
- Make commitment to deliver the services that they deserve
Service Excellence is the next ...
Noordin Khalid
Certified ITIL (Expert), COBIT5, Prince2, LeanIT, ISO20000
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