Business Service Management

Business is changing – are you ?

The digital revolution has changed the rules for competing and doing business. Many companies have struggled with the challenges the disruptive power of modern information communication poses to their business model. Many companies failed. Companies that succeed do this because they fully understand the new rules of engagement and change the way they capture and deliver value. They have understood that it is all about the market-facing challenge of changing customer experience.

To keep on top of things in the rapidly changing business context, companies need to focus relentlessly on operational excellence and customer intimacy.

Operational excellence should be the core of your service delivery strategy. It should lead to e.g. automated processes, shorter time to market using IT supported business services (-apps) and Agile techniques (DevOps), higher reliability, higher cost efficiency, lower process risk and improved internal control and finally lower costs of correcting defects (preventive and proative way of working).

Customer intimacy can be achieved by quickly adapting service offerings to changing needs and preferences, responding to customer requests via standard automated request fulfilment processes, increased service levels and SLA monitoring and finally through improved visibility of service(service catalogue), to external customers.

Harmonize technology with business

Organisations are struggling to harmonize technology delivery in the IT backroom with business challenges. As core business operations become almost completely dependent on ICT and IT systems, this is a business critical issue that needs to be addressed properly.

The trend in IT Service Management has been moving from an internal technology-oriented focus towards a customer- and service oriented focus. This trend pays tribute to the rising maturity of IT departments and underlines their ambition to be a key driver of aligning business objectives with ICT, from strategy to daily operations.

This shift clearly has advantages such as moving beyond internal technology barriers or silos, improved service levels, quicker response time, cost reductions through efficiency, better team work and more customer delight.

With this approach, IT-services are positioned as part of your value delivery strategy and resources are allocated accordingly to address the business’ needs. This change is more a cultural shift than a technological one.

Business Service Management

Your service delivery architecture is there for customers – not the other way around. This may seem an evident statement, but sometimes it requires an almost Copernican shift in planning and the way internal IT stakeholders look at business. The IT-centric viewpoint on business will not be able to address business needs and customer service level expectation any longer.

This paradigm shift requires an effort from both the IT as the business side. IT needs to know what the business implication of its metrics are, how each resource affects the applications and business processes it supports. Business needs to know how IT infrastructure is running and supporting each of their processes with a focus on reduced down-time and shorter problem resolution.

Integrated Business Service Management (BSM) helps organisations to manage their business services better. This implies among other things :

  • Perfect understanding of the current Business Service Catalogue

  • Guaranteed Business Service Levels that are measurable and are being monitored

  • Protocol for controlled changes and deployment of Business Services (service lifecycle management)

  • Service organisation to support the Business Services

BSM helps you to align IT-infrastructure, architecture and the supporting IT-services with your business processes. It brings agility and flexibility and can help you to future proof your business!

Do not hesitate to contact us.