In my last blog, I provided some suggestions for overcoming challenges in obtaining agreement on the scope and definition of IT Services...Today we are going to take a high level look at mapping IT Services to business processes
Some industry standard techniques that can be utilized are: Surveying customers Conducting needs assessments Creating and agreeing on Service Level Agreements (SLAs) Benchmarking Customer surveys are a defined set of questions that help IT to understand the how our customers perceive the services being delivered
Each process may have a different set of criteria, different levels of benefit or impact so therefore a different level of need-based maturity
Just like a Service Catalog or a set of Service Level Agreements a unique SDP may not mean anything to someone outside the organization that is providing that service and has that particular group of customer or users
Just like a Service Catalog or a set of Service Level Agreements are unique, the SDP may not mean anything to someone outside the organization that is providing that service and has that particular group of customers or users
Unfortunately, many organizations struggle with obtaining agreement on the scope and definition of end-to-end, business enabling services
An important part of avoiding old habits is to have the tools, skills and methods in place to deal with roadblocks, barriers and other pitfalls that we may face as we move to higher levels of maturity in ITSM
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