Technology demands are shifting in the enterprise sector. This isn't just some small change that marketers are hyping to get people to buy more stuff. There are foundational changes happening in IT departments, and the result is a significant need for new operational schemes. A recent FierceCIO report explained that the transformation underway in IT is focused on creating a better customer experience. There are times when this comes out as discussions about business-IT alignment or technology leaders needing to play a more strategic role in enterprise operations, but the overarching theme is common across all of these nuanced conversations - finding success in IT is increasingly about empowering the business user.
IT service management principles represent the key to achieving the goal of a customer-centric IT operation, but switching over to customer centric functions in IT isn't easy. The report goes through an extended description of the various ways companies can make the transition to new ITSM principles, but three key steps stand out throughout the discussion.
Step 1: Evaluate Where You Are
The report emphasized having a good starting point to work from as an essential element of any effort to transform ITSM capabilities to keep up with new demands in the IT department. Every IT organization will have some capability to support service-oriented operational models, but those functions will vary greatly based on IT maturity, service desk sophistication and process excellence within the company. Evaluating exactly where the business stands before digging deeper into ITSM is critical to making efficient operational changes.
Step 2: Create an Action Plan
According to the news source, organizations need to have a clear roadmap for how and when they want to make various ITSM upgrades and investments. The amount of change that happens within an organization adopting large-scale ITSM plans is significant, and there is plenty of room for problems to arise and companies to get off course when dealing with all of these adjustments. Having a clear, well-defined plan of action that serves as a roadmap for the ITSM migration plays a critical role in helping organizations keep everything under control and on schedule when trying to overcome challenges as workers try to adjust to new processes and solutions.
Step 3: Clearly Define Goals and Expectations
Effective service design is critical. Asking people to change is difficult enough, but asking them to change and not giving them a clear idea of what's expected of them is a recipe for disaster. The report explained that organizations often end up looking at ways to enable process improvements and build out their service delivery models accordingly. This is backwards, as companies need first to design their services and go from there to figure out their process optimization schemes.
Of course, there are plenty of resources out there to help companies. The news source identified the IT Infrastructure Library as one of the frameworks out there that can go a long way in helping businesses go through the changes they need to support significant ITSM refinement.
Keeping Your Staff Involved
Dealing with all of the changes that come with adopting large-scale ITSM plans is difficult, but it becomes nearly insurmountable if your IT workers aren't behind the process. Getting your workers to embrace change plays a critical role in smoothing the transition to ITSM. This is particularly true if you have a large staff of employees who have been working with the company for a while and are entrenched in their processes. Finding a group of workers who can champion the changes underway and can clearly demonstrate how they help the average worker plays a key role in enabling the ITSM migration that companies need to take on customer-centric operations.