IT Operations Management (ITOM) is a complex, multi vendor and multi IT area activity. Given the hundreds of tools from dozens of vendors in use in dozens of IT silos, along with hundreds of integrations – it’s a wonder we can manage IT at all.
Service Assurance means the service is available as planned, so our key activities include:
- Reducing or eliminating downtime
- Predicting and proactively avoiding service issues
- Discerning and ensuring focus on critical items first
- Driving effective end to end communication
- Avoiding change related impacts
Service Delivery means reliably delivering new or enhanced services as
- Accelerating service delivery
- Driving consistent service outcomes
- Improving service quality
- Improving service portability
Many ITOM Service Assurance initiatives fail because they are only driven bottom
This approach starts simply with a few critical services linking the KPIs and SLAs / OLAs, then identifies the least amount of data needed (not the most) to effectively manage the service outcome, along with the best / most accurate source of that data. Once defined, this is combined into a service owner’s dashboard where the service can be effectively managed on a day-to-day basis.
Once successful with a small subset of key services - the approach, methodology and lessons learned can then be reliably and consistently applied, at low risk, to a broader set of services.
Best Practices for Creating an Organized Service Catalog Taxonomy
Best Practices for an Effective IT Service Design Process (A Provider's Perspective)