Factors Impacting Service Management Implementation – Part II

We will continue our discussion from my previous blog about the factors that will most likely impact your Business Service Management or BSM implementation. Note that scoping and identifying what parts of your IT infrastructure and the overall organization are the most business critical will be vital to the overall success of the BSM initiative.

This factor continues to be one of the most important factors:  Not everything is important. In other words, not every IT component is business critical. Use business impact as a guide to identify the critical components or configuration items (CIs) and guide the prioritization. Note that the 80/20 rule applies here as well; focus on those 20% of the components that make 80% of the revenues. Focus on those that result in the improvement of end-to-end service quality. Select the right key performance indicators and metrics that tell you what you want to know about the service quality.

Those IT organization that start a big, all-encompassing business service management initiative with the goal of defining IT service dependency relationships for all lines of business and millions of IT components, and the intention of achieving 100% monitoring coverage of all IT components in the IT infrastructure often rarely make it to the end i.e., successful achievement of business service management. This is primarily because such a large effort results in a highly complex project that takes years to implement and generally leads to disillusionment and failure. The more-successful deployments break up the project into smaller business-focused and NOT IT focused components. Focus in successful efforts is continually maintained on defining and monitoring only a few critical IT services and underpinning IT components, then expanding after achieving critical successes. These initial successes are used to keep the momentum going. If your company has a disaster recovery plan, it may be a good source of important information as you prioritize which services are more critical and the respective underpinning IT components. This will also enable effective improvement in component monitoring capabilities. Redundant monitoring is removed and gaps in monitoring are identified and appropriate remediation plans can be created.

In addition, it will help you re-think your organization, i.e., which parts of the organization and which stakeholders will need to support the business critical services. In other words, when your overall focus is driven by business critical configuration items or CIs, you will be able to design the right organization for the right service quality and delivery.

This factor is the most important one and must be considered when defining your business service management program.

To learn more about ITIL, check out Learning Tree’s course, Putting ITIL® into Practice:  A Roadmap for Transformation.

If you haven’t already done so, please also refer to my previous blog posts where I discuss factors that impact BSM implementation.

Ahmad K. Shuja

*ITIL® is a registered trade mark of the Cabinet Office

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