IT has to contribute effectively to the business. However, for many that requires a change to the way they manage and communicate between the IT-department and “everyone else”. With a focus on the business-oriented IT service management transformation you create an effective service culture and increase value creation.
Many IT-departments often play a dual role, where they are both the backbone of the maintenance of a high and effective IT operation and at the same time act as service function for intern and extern customers. This means, that employees in the IT operations department on one hand have to minimize risks of the new projects’ potential influence on the uptime through a “protector role”, and on the other hand have to provide a counselling, sparring and servicing function in the form of an “intern consultant role”. Thus, more and more organizations undergo a customer-oriented transformation in the form of IT service management, where a business-oriented service culture is incorporated across all links of their supply-and support chain. Here, departments or functions are seen as being providers of services or products, and the business is seen as being the customers.
Why should you prioritize it?
An average of 74% of an organisation’s total resources are spent on managing IT operation and maintenance. And with IT service management you ensure, that your 74% are used in such a way, that the business receives the most value and quality for its’ money. This is ensured, because you get:
- Better communication between business and IT
- Better distribution of roles between employees
- A distinct service culture with written products and services