Whether it is through reading industry publications, being informed by consultants or through internal discussions, the question of how mature or established your organization is in alignment to the Information Technology Service Management (ITSM) model is an interesting one. One which we know you ask yourself from time to time.
Transforming to a best practices ITSM model represents a journey to the promised land of service excellence, process efficiencies and ultimately added value to the business. The good news is the promised land does exist. As the saying goes, a long journey starts with the first step.
So how do you know where you are on that journey?
There is a simple litmus test to gauge where your organization is in the establishment of ITSM. The first step is to pick a service with a moderate level of complexity (moderate level of complexity being defined as multiple components provided by more than one supplier). Next ask the following diagnostic questions about that service:
This is not meant to be a self-assessment; rather it is intended to be a probing, thought provoking set of questions. The challenge in this quick test is that it is difficult to be objective. There is a natural tendency to justify why things are not quite what they should be and move past it. With this exercise I invite you to be critical.
So where should you be? If you answered not sure or no to one or more of these questions you may want to consider assessing how your organization as a whole stacks up to a best practice ITSM model, create a maturity baseline and a stepwise plan to build and measure planned progress.
The outline of a best practice ITSM model provides guidance and structure to assist IT in the transformation from a support organization to running IT as a business.
Embracing ITSM and committing to the journey will prove to pay itself off in dividends not to mention the agility of a predictable service delivery model.