For decades, service management frameworks such as ITIL have shaped how supporting departments go about their daily tasks. So why are organisations struggling to translate excellent IT management into equally good services?
The power of ITIL
Frameworks like ITIL have transformed the service management industry. They’ve helped many of us improve our performance in IT, while saving the same us a massive amount of work by providing clear guidelines on how to go about important tasks.
But perhaps the most important thing frameworks like ITIL have done, is get everyone speaking the same language. When we speak to others in the service management field at trade shows, we all know what Incidents and requests for Change are. ITIL has brought service management staff not only to a higher level, but also to the same wavelength.
These achievements are undeniable. So why are organisations struggling to get their services in order – especially considering ITIL v3 has shifted towards a more service-oriented approach? One answer can be found in my colleague Will's blog post here. But to add to what his points...
Different challenge, different solution
Not to knock ITIL, but the simple fact of the matter is that it was developed to manage IT infrastructures. It was never intended to help IT managers keep their customers happy.
And keeping customers happy is now harder than ever. People’s expectations of what technology can do for them have increased significantly over the past few years. And while the information technology we use at home might not be as complex or extensive as the vast application suites and networks we use on the job, we do see them in much the same light. If you can update an app on your smartphone within 30 seconds, why does a software upgrade at work take months to plan and implement?
So how do you make sure you meet your customers’ sky-high expectations?
Get customer-focused with BPSM
The problem is: great management does not automatically mean great service. So, the solution isn’t to try and turn sound management into good services. Instead, ask yourself: what do we need to do to provide good services?
Enter Best Practice Service Management (BPSM). In this best practice, the services you offer your clients are at the center of everything your IT department does. It has fewer processes and a stronger focus on the customers’ needs.