The Service Organization Part 3

SERVICE LEVEL MANGEMENT and THE SERVICE ORGANIZATION IT services as well as the service management processes described that support them inevitably span multiple organizational structures. In essence IT services and their supporting processes can be understood to be horizontal management structures which are established and managed on top of the traditional vertical silos. As these services and processes are defined a need becomes apparent to establish governance and ownership roles that fall outside the traditional vertical silos.

Don’t Panic Blog

Hello All This blog is dedicated to making sense out of the shifting landscape of IT Management. Just when we thought we had a good handle on managing technology, the job we thought we knew is being threatened by strange acronym's like CMMI, COBIT, ect.. Suddenly the rules have changed and we are not sure why. The goal of this blog is to offer an element of sanity and logic to what can appear to be chaos. From the wisdom of the Hitch Hiker's Guide to the Galaxy, never go anywhere without your towel and DON'T PANIC

The Service Organization Part 2

TECHNOLOGY V.S. SERVICE MANAGEMENT The evolution of a Service Management perspective begins with an awareness that a rudimentary responsibility of IT is that it has an understanding of what services it provides. Following this the 2nd question then becomes; how does any given IT component support a service dependency model which enables key business processes? Until these two questions are understood it is difficult to claim that IT is aligned with business goals. How do you claim to be aligned or better yet integrated with the business if you don't understand what IT services are, how they are built and how they are consumed by a business customer to produce products or generate revenue?