Sunday, May 10, 2009
Defining IT Services Podcast
When Defining IT Service Start From A Top Down Perspective
Knowing where to start is half the battle and when it comes to defining IT services it is even more important. One of the frequently asked questions I hear when talking to people about defining IT Services in preparation for a service catalog project is “Where do I start”?
Left to our own devices we will often start with what we know best, “Technology” and struggle to articulate IT services from a bottom up approach. The challenge with this approach is that very rarely if never will a service be limited to a specific technology or component. Even a basic IT Service Offering such as Desktop Productivity which is usually manifested to the customer as a desktop or laptop computer is not solely comprised up of just the laptop itself. As the last blog post establishes any service is usually a combination of service elements (intangible) and products (tangible). The tangible laptop product is only one component of the Desktop Productivity service which has bundled into it other key service elements such as security, virus management, image management, service desk support, etc.. This is the reason that the laptop down at the local Big Box technology store costs only $400.00 while your laptop has a unit cost of $1800.00.
To mix things up a bit I have put together podcast on the Service Definition Process which represents a summary of one of the sections out of the Pink Elephant book “Defining IT Success Through The Service Catalog”
Defining IT Services
In summary when defining IT Services break away from the mode of starting with technology and first seek to understand the business you support.
For more information check out the Practitioner Radio Episode 7 - The IT Service Catalog - The Product Is Not The Totality of Your Service
Troy’s Thoughts What Are Yours?
“The bird that would soar above the plain of tradition and prejudice must have strong wings. ” ~ Douglas Adams