Building upon my previous blog and our understanding of the relationships between business processes and business services, let’s now discuss what we actually mean when we say that we will enable business processes. Let me start by talking about business expectations. In almost all cases, business expectations from IT can be categorized as follows:
Core Business Services: These are those services that most businesses use in order to keep running their operational businesses. These include services like Email, Telecommunication, Back-up and Recovery, Voice and/or Video Conferencing, and so on. These may not directly enable any specific core business processes but are definitely essential to keeping the businesses going. Almost all IT organizations are expected to provide these and other core IT services.
Business-specific Business Services: The second set of services are those that directly impact the ways business executes its core business processes and develop and/or deliver its products/services to its end customers. Discovering and aligning business services requires a clear identification and mapping of business processes. Higher maturity IT organizations are now aiming to build better appreciations of what their customers’ businesses really do. This business knowledge enables IT organizations to do the following:
Business Service Management ensures the enablement of business processes by effectively managing all enabling IT components end-to-end and measuring performance of these components in relation to business performance.
If you’re interested in learning more, Learning Tree offers a course entitled Achieving ITIL® Foundation Certification that serves as an excellent foundation for ITIL.
*ITIL® is a registered trade mark of the Cabinet Office