Idwell on Service Management

Thoughts on how to design and implement IT Service Management


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Governance Is Key to Successful Multisourcing by Laurence Goasduff

Published in the Service Management Paper of May 27th, 2015

Imagine a large government agency realizing it was incapable of keeping up with technology change, and that believed it could be much more effective in fulfilling its mission if it installed more “leading edge” technology. Outsourcing seemed the fastest way to resolve the problem. Agency executives determined that the service provider should also enforce standards across the whole of the agency’s distributed computing operations, to cut costs and improve service.

However, less than six months into the contract, problems became very apparent. The agency hadn’t set up governance mechanisms to enforce compliance with the outsourcing contract. Less than a year into the contract, the agency began negotiations to completely restructure its agreement, and it started the arduous process of establishing a sourcing governance model to ensure that the new contract would be fully utilized.

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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).




Paul Leenards

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IT Industry Standards

Last week I had an interesting discussion during the ITSMF e-Symposium on Service Automation. In the America Session the question was asked if the IT industry is not too young to have a best practice framework like ITIL. You could argue that there hasn’t been enough experience within the IT community to have best (or good) practices defined as such. Although I can understand the perspective, in comparison to for instance Finance the IT industry is quite young, I do not agree with the conclusion: As long as there is a constant study on the best practices in IT there is a place for IT Industry Standards. After a while these Standards will stabilize and become more common knowledge. The recent addition to the ITIL set of Continual Service Improvement is exactly what you need to establish these Industry Standards.

What is needed is an Academic forum for the studies of IT Service Management where the IT Industry Standards can be further developed. At the moment there is this ongoing discussion on all kind of platforms between Vendors and Users on what is the best standard. And with this discussion acquisitions of bias are always close: vendors want to sell their products and services and users want simple and cheap solutions in a box. A more independent platform is needed and Universities can play an important role here. There are already some Universities that are getting involved, hopefully the number will increase.