IT Services Management

It goes beyond saying that IT has become the DNA of every business process. IT has earned unrivaled importance.

But as they say there is no such thing as free lunch. Even popularity comes at a price. With rise in popularity, IT has also come under the scanner.

Enterprises that look to respond and adapt faster to external market pressures demand agility in their IT framework. Architectures that underpin this requirement are increasingly being viewed as the bad egg.

Thus, IT services need to evolve. But beneath this, lies the greater organizational challenge of efficient management of these services.

IT Services Management – A Timeworn Concept?

The advents of new IT paradigms like Cloud Computing and Software as a Service (SaaS) have changed the sheer genesis of service sourcing and delivery.

SaaS is making information and software available on demand like a public utility. Cloud computing is splitting up IT services across disparate service providers, making it easy for enterprises to rent rather than make or own information.

With this changing landscape, IT has become an orchestrator of a chained network of value services. Abstracting value from this network is now crucial for delivering business value.

This in and of itself grants IT services management a cardinal position.

Mature IT

Let us first establish the fact that IT services management is not an end goal. Rather it is a journey – a journey that enterprises undertake. And along this journey the enterprises and their IT mature with time.

Now what does maturity mean with respect to IT? It means the competencies that IT itself develops with time and experience.

Now, it would be naïve to think that competencies mean technologies. No. Technologies are evolved through IT but they get enabled only through people. So, maturity should also include the processes that run IT coupled with the people that actually run and control these processes.

All in all, mature IT is an amalgam of technical competencies and management capabilities that enable IT to deliver consistent performance across the whole enterprise.

Simple IT is Good IT!

With large number of IT services management solutions flocking the market in droves, what would you consider a good solution? How about a rule of thumb that says ‘simple is good’?

A solution that is easy to comprehend and delivers good user experience finds takers in the market pretty quickly. However, a simple solution should not lose sight of its end goal, i.e. delivering business value.

A good and simple IT services management solution should deliver on following fronts:

  • Render efficiencies in enterprise processes.
  • Lower total cost of ownership.
  • Embody flawless, updated and reliable configuration data.
  • Possess good discovery and data mapping capabilities.
  • Involve asset management capacity.
  • Enable automation of processes.

Where Do We Go From Here?

The growing criticality of IT in enterprise structure has driven business expectations to greater heights. IT performance needs to cope up with these rising expectations.

With rising pressure on time-to-market, IT is expected to deliver more on efficiencies’ front. But the budgetary cuts can make it a tightrope walk.

Higher speed-to-market with flexibility and controlled and audited spending are two concepts at odds with each other. Trying to achieve them both can mean stirring the hornet’s nest. The best approach would be to strike a fine balance between them.

At the end of the day, IT needs to step out of the shadows and assume greater responsibility!!