Idwell on Service Management

Thoughts on how to design and implement IT Service Management

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Revealed: the top 3 trends for IT Service Management in 2016, based on industry research by Axios Systems 

1.    Process optimization (26% of respondents)
2.    Service Catalog / self-service (19% of respondents)
3.    Aligning IT with business needs (15% of respondents)

Source: Revealed: the top 3 trends for IT Service Management in 2016, based on industry research by Axios Systems | Benzinga


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IT and Business Outcomes – The Pangaea Effect by Ryan Ogilvie

Published in the Service Management Paper of May 26th, 2015

For those of who may not be aware Pangaea was a supercontinent comprised of all that we have come to know today as continents. You may have looked at a map at some point and said, “It almost looks like those continents could fit together”, in reality at one point they did, sharing flora and fauna and looking up at the same sky and stars.

Think about the ways in which IT interacts with your business today versus in the past. In the past all functions within an organization may have aligned to the business objectives with little consideration on what effort was going in to make these goals reality. Over time functions within the organization started to diverge from each other. While the business and IT (and other shared functions) still had an understanding of where the business was going, there was a gap which prevented teams from making decisions which spoke directly to achieving the business outcomes. Much like in the Pangaea example, as more time passed there were other environmental challenges which arose on the newly formed continents which in effect drove them further apart from the business.


This is a link to an article from the daily Service Management Paper. This paper is published through an automatic process every day. On this site I start collecting the articles that are of interest as a way to archive the papers,

Paul Leenards

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Business IT Intergration Maturity Model

The Business IT Integration Maturity Model is first introduced in the summer of 2006. It was created to use in a discussion with an IT department to define the level of organizational maturity needed (based on Nolan’s Maturity Model). The BITI Maturity Model defines the needed organizational maturity of the IT department in relation to the view of the Business on the strategic importance of IT. The view of the Business can be seen as a level of maturity for the business itself.
The basic assumption is that the maturity of the IT department should not be greater than the view of the Business on the need for IT. If the Business is looking towards IT as a commodity, then the IT department should have a customer focus (maturity level).