FEATURE: IT MANAGEMENT SYSTEMS
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Having an effective IT
Service Management
System (ITSM) enables
organisations to deliver
and control the services
they offer to customers.
Intelligent CIO spoke to
Mark Ackerman, Regional
Director, MESAT and EE,
ServiceNow, to discuss
the policies that should be
implemented.
Project portfolio management
• Establish project portfolio polices that
prioritise project goals and success
metrics at the outset as well as
throughout the full project lifecycle
• Take a holistic approach to defining,
prioritising and evaluating strategic
initiatives that integrates key business
metrics such as cost, ROI, profitability,
customer satisfaction, business
availability, risk and compliance
Demand response
• Establish pre-defined evaluation criteria
for assessing all requests
• Automatically route qualified and
approved demand requests as defects,
enhancements, or projects
Resource management
What ITSM practices do you think
organisations should adopt?
Based on our real-world experience helping
our customers align IT services and business
priorities here is what we would recommend:
Service portfolio management
• Establish service portfolio policies that
govern the management of the full
lifecycle of each service, from inception
to retirement
• Ensure that the scope of each service is
clearly defined and documented in the
service catalogue and, where possible,
provide full disclosure by also describing
what is ‘out of scope’ for the service
• Ensure that each service offering has
an associated pricing model, unit price
and cost
• Ensure resource planning accounts
for all relevant factors affecting
resource availability, such as vacations,
holidays, shift premiums, maintenance
and support
Project management
• Baseline current performance so you can
track progress over time
• Establish an implementation roadmap
• When implementing an agile methodology:
• Target projects no longer than
12 weeks
• Provide frequent incremental
reports to continually demonstrate
progress and value
• Do not delay rollout to
achieve perfection
• Implement a single system of record
that includes agile activity tracking
• Resist product customisations
• Do not underestimate the need for
Elevating the
service experience
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