The capabilities and resources that exist within each service asset are what ITSM uses to determine the best way to exploit assets for their maximum ROI.
Service assets are what we use to create value, influence demand, and provide services. This can be applied no matter what type of service it is. Consider this list within a manufacturing, financial, retail, IT, or health business. It applies equally in terms of the type of assets the business has and their use to provide value.
A common ailment of the ITSM(information technology system management) partnership is the failure to recognize that these assets require management from both sides of the Service Management partnership. For example, corporate culture is also a key service asset. It can also be a key service disabler if attitudes and behaviors do not support the service philosophy of a company. The business will have specific service needs that dictate how the ITSP needs to provide them. The ITSP, in order to meet service expectation, needs the business to follow certain processes to avail themselves of a service. If the business customer does not follow the expected process, the provider is at a disadvantage and cannot provide the expected result.
For example, a customer buys and installs software on their computer but fails to notify the supplier who maintains it. This customer did not follow the agreed process of first notifying the supplier so that proper compatibility testing with the computer’s business configuration could be done. The customer ends up with a computer that isn’t working, the supplier is unaware of the new software, and troubleshooting is taking much longer than it should. This costs the business, the customer, and the supplier wasted time and money.
The best industry examples of ITSM failures involve the breakdown of expected roles and behaviors from both sides of the Service Management partnership. This means that part of getting good ITSM involves being a good customer. If the ITSM provider can lower your costs by offering a single point of service interface for your staff, failing to use it consistently raises the cost of service provision to both partners. What’s worse, it causes the perception of service quality to be poor when it actually isn’t. This has to be discussed in greater detail when business owners are designing services for maximum business profitability. Otherwise, there will be a gradual decline the productivity as well as the potential of the business in relation to its competitors.
The business and IT partnership requires commitment from both sides to effect a positive ITSM outcome. Business roles, cultural attitudes, and resulting behaviors must be taken into account in the expectations and demands from ITSM. It is the management and the innovation of combining service assets in particular ways that produce value.
This was a guest article from Jhon Lutera.
He is tech geek and he loves to write about the information technology and saas solution.