Enterprise-level system projects: ITSM is key
When selecting leadership of an enterprise-level project to implement a new system for your business, you will likely be looking for someone with experience managing projects. However, it is arguably just as important to assign someone with experience in Information Technology Service Management (ITSM).
This may not seem obvious, especially if you haven’t been thinking of these types of initiatives as IT projects, but IT Service Management has proven its usefulness beyond informing the effective management of IT services. Moreover, if this is a piece of technology that’s managing the storage and transfer of information, perhaps it’s not something that needs to be debated.
ITSM realigns the delivery of services to focus on how customers, internal or external, want to use them. For example, would you like to know your service is down before a customer contacts you about it? Would you like your customers to have a positive and predictable experience when reporting issues or asking questions? Maybe you wish the staff supporting the service would learn from each other, that recurring issues were solved at the root, that FAQs could be written that allowed customers to help themselves. Maybe you’ve experienced services being updated in a way that created chaos or caused an outage and you’d like to avoid that in the future. Maybe you’re concerned your organization is paying too much for a service that isn’t implemented in a way that derives significant value.
I could go on. It’s all covered in IT Service Management. And while project management skills will get you from point A to point B, it’s ITSM that will provide the framework to define point B. In fact, if that project manager ever wants to end the project and step away from the newly implemented service, instituting ITSM practices during the project will be required.
Does it have to be ITIL ITSM? No, there are alternatives. The point is to proactively set up management practices for your new service before you start having problems. For more information, check out the links below or if it sounds like this is the kind of help you’re looking for, contact Frameadapt for a free consultation.
