IT Service Management: time to take back control!
The days of a major single outsourcing partner for IT Services are over. With increasing numbers of organisations multi-sourcing to a variety of vendors, enterprises are reviewing their IT Service Management approach. Many are even taking back ownership from their major partner, according to Peru's Principal Consultant, Steve Warren.
Historically Service Desk and other key functions have been outsourced, along with organisations' ITSM toolsets and data. But, how can they manage the services they receive - let alone be accountable for performance to customers and regulators - if they have limited control over their data or a complete understanding of it?
Cloud-based solutions are becoming increasingly popular, not least because the low start-up costs make ITSM tool ownership more palatable. However, finding the sharpest tool for the right purpose - such as ServiceNow or BMC Remedy - means examining some key measurements:
ITSM may be a function of IT, but changing Service Management tools will impact a diverse set of users. That means optimising stakeholder management from the start and establishing a team of stakeholder representatives early in the process. Nirvana is having all stakeholders, including suppliers, using the same ITSM tool directly.
These three elements are essential in ensuring all suppliers and internal teams support the journey of change in ITSM. Delivering this requires:
Once the change implementation is completed, the job is over, right? Wrong! Post-launch management of any ITSM tool is just as critical, even if steady-state owners have been key stakeholders from the start of the project. While outsourcing may be an attractive option to overcome in-house capability gaps, never lose the ability to manage your own estate.
Steve Warren is a Principal Consultant at Peru Consulting and specialises in IT Sourcing Strategy and Transformation.