Sunday, March 04, 2012
Practitioner Radio Live Episode 22 – Service Management Office 2.0
Live from Pink12 - The Service Management Office 2.0
Join Chris and I as we discuss the role of the Process Owner and the evolution of a new functional group called the Service Management Office.
The evolution of this new function typically starts with the creation of a small dedicate group of ITSM process owners but then often evolves into a new function responsible for service management excellence and CSI
Show Notes:
- Practitioner Radio is 1 Year Old
- Pre-show pre-amble rambling 7:30 am at Pink12
- The ITSM Eco-system – Base Elements
- The Evolving Service Organization (link to full paper)
- Process Owner Critical Success Factors
- Start- Placing process owners in the existing organization structure
- Pros & Cons of placing Process Owners in the existing structures
- Process Owner Combinations
- The move to creating a dedicated Process Owner group / department
- The evolving Service Management Group taking on new functions
- The Service Management Office becomes the CSI Office
- The Service Owner Role
- The Service Management Office Lite (only about processes)
- The SMO is the Internal Service Excellence Group
- The three types of metrics (Technical, Process and Service)
- The Service Management Dashboard
- The Service Owner needs data for Service CSI for Portfolio Inputs
- The next episode “How Do We Retire Legacy Services?”
- Many organizations have started this evolution without intent but now strategy
- The history of Troy’s Thunderbolt Tip
Troy’s Thunderbolt Tip: “Most organizations will find that they will eventually have to dedicate full time staff to the process owner role.”
Troy’s & Chris’s Thoughts What Are Yours?
“I put my heart and my soul into my work, and have lost my mind in the process.” ~Vincent Van Gogh
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