ITSM, business share goals

Organisations that choose to ignore the impact of IT service delivery on business do so at their own peril. Not all stakeholders may understand IT but they all understand the numbers.

So says Brad Fraser, director, African and Indian Ocean Islands, at ICCM Solutions.

The way in which the IT department delivers services to users allows for the implementation of new systems and increases efficiency. The value of IT service management (ITSM) needs to be validated by matching IT services to overall business needs, Fraser adds.

At the ITWeb deliverIT summit, industry experts will address how to deliver IT service excellence in the face of new technologies such as cloud computing and increasing budget constraints. The ITSM summit takes place on 20 and 21 September at the Forum, Bryanston.

Fraser will explore the priorities and issues of the service management industry from a financial perspective. He will focus on reducing the total cost of ownership (TCO) and results rather than the processes required to reach results. Tasks like reducing multiple or duplicate processes are simple ways in which to reduce TCO, Fraser continues.

There is a trend to adopt frameworks like The Information Technology Infrastructure Library (ITIL), which further illustrates how business and IT are working together. ITSM frameworks help manage service delivery by aligning it to best practice, he says. ITIL may also be elected as a model to help characterise the types of processes and define the maturity required to reach the desired service capabilities.

While reporting on service delivery has improved, effective reporting requires accuracy and transparency, as well as comparing the results to industry standards, he adds.

IT services can no longer be isolated to the IT department, organisations need to match ITSM to the overall needs of business, Fraser concludes.

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