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by jcannon on August 01, 2006 02:51pm
Today, the IT departments offering and managing various IT Services might find themselves in what I would call a “pressure-cooker”. They are faced with a multitude of tasks and added pressure to maintain daily operations while driving efficacy, managing the growing complexity of Service Offerings and most importantly, doing so while keeping pace with the industry best practices. This has been one of the most explosive areas of growth and re-examination for the past few years. Back in my Ops days, I trained under ITIL i.e. IT Infrastructure Library and MOF i.e. Microsoft Operations Fundamentals to get a first hand look at some of the best Service Management practices in the industry. No matter how good I thought our Service Management practices might have been, I could not help but to think in terms of the maturity level of the Services that can be achieved by applying these principles. When you get down to it, you realize that the heart and soul of effective Service Management lies in how mature the offering and support model is. I have learnt a lot from the ITIL Service Management Essentials course, which I attribute to research and practices that have gone into developing these models. I’d like to share w/ you what made sense to me:
I am very eager to hear back from those of you that are an integral part of the Service Management Lifecycle. Please share your experiences, challenges and learning with us.
Kindest Regards and have a great week ahead!