IT Service Management

Business & IT Objectives – Service Management Alignment

Service Management  / ITIL Focus – Align with business needs

IT organization service delivery must insure that their objectives are in line with business objectives. What is important to the business. IT must insure that the core of its service delivery strategy are the key components of what is important to the business? The IT organization must continually seek to understand and align its activities with business needs.  In this way IT will continue to add value to the business by stayingin synch with business needs.

Common Business Objectives Common IT Objectives
Become more Efficient.

  • Control and Reduce and Operating Costs
  • Increase the output of “value-added” work
  • Improve the ability to achieve service level commitments
  • Improve the ability to provide cost-effective services for the customer
  • “Do more with less”

 

 
Improve IT’s ability to deliver IT projects on-schedule
Improve IT’s ability to deliver IT projects within budget
Increase the amount of “value-added” work that is completed by IT
Improve IT’s ability to measure and manage the delivery of IT Services
 
 
 
 
   
Become more Effective.

  • Increase responsiveness to Customer Issues
  • Reduce reoccurring Customer Issues
  • Prevent Customer Issues from happening
  • Improve the organization’s ability to identify and mitigate risks associated with Service Interruptions
  • Improve quality of services delivered
Increase IT’s ability to quickly respond to Production Incidents
Increase IT’s ability to quickly resolve Production Incidents
Increase IT’s ability to identify reoccurring Production Incidents
Increase IT’s ability to determine the root-causes of reoccurring Production Incidents
Reduce the occurrence of Production Incidents
Prevent the occurrence of Production Incidents
Increase IT’s ability to manage IT Service Delivery Risk.
   
Improve the business’ ability to become a “Learning” Organization

  • Improve the organization’s ability to share knowledge
  • Improve the organization’s ability to institutionalize knowledge
  • Increase personnel skills that are necessary to deliver services that meet business objectives
Promote and utilize certification of key IT positions (Project Manager, Service Managers, Technical Managers)
Improve mentoring and coaching within IT
Implement or improve internal training programs
Establish formal program for institutionalizing critical knowledge
 
 
 
   
Increase the business’ ability to become a “Service Focused” Organization

  • Increase the organization’s ability communicate clearly with the customer
  • Increase the organization’s ability to deliver and manage services that provide value to the customer
  • Increase the organization’s ability to deliver and manage services that help the business achieve its objectives
  • Increase the organization’s ability to quickly provide new or improved services to the customer and the business.
Increase IT’s customers satisfaction scores
Increase the number of customer requests for IT services
Improve IT’s ability to understand the services that are provided by the business
Increase IT’s alignment with the services that are provided by the business
 
 
 
 
 
 
 
 
 
 

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3 Comments

  1. You are welcome, I am glad it helped. Please let me know how future posts help or not. Bob

  2. Business & IT Service Management Alignment – If the ITIL V3 Service Model is used this alignment happens in the “Service Strategy” phase in the lifecycle. Please view other posts on the blog that explain more about this Life Cycle Phase

  3. Yes, it is possible but you really must thoroughly understand the details of what an IT organizaiton provides and how they provide before “Outsourcing” your entire IT Organizateion. If not there will be big problems because you will not know what you need nor how much money is reasonable for what you want to accomplish. Bob

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