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ITSM: 2-Speeds / 8 Solutions

The challenge is to “balance safety and security with energy and speed.” Many organizations–especially those that host legacy technology from the 80s and 90s–require that slow ‘keep the lights on’ approach, while the pace of change demands every company to compete like a fresh young startup. In an article for the ITSM Review, Barclay Rae works through the problem, offering eight approaches for making this two-speed model work.

One: If one focuses foremost on the business outcome and on customer experience, one can identify the “nuggets” of IT value, and therefore slim down the costs of service to become more agile.

Two: Furthermore, within specific value services there can be significant streamlining and efficiencies: automation, improved speed of service, removal of unnecessary administration, etc.

Three: Steps one and two require prioritization. Delegation, automation, and multi-sourcing are all necessary go-to methods for insuring that time-consuming work is traded for strategy and management.

Four: Outdated and costly processes (bottlenecks, many of them) should be replaced with automated ordering, and approval / provisioning tools that cater to a millennial desire for self-determination.

Five: The traditional tools used in ITSM are being consolidated into collaboration tools using ‘social’ applications thanks to improved user interface design and a trend of department-wide adoption.

Six: The sum of these improvements frees up IT to become a positive tech enabler for the business. ‘Keep the lights on’ is kept to a minimum, and from here on IT may re-invent itself at will.

Seven: In many cases there is a need to manage the outsourced or multi-sourced nature of highly evolved IT services. For that challenge there are the Multiple Service Integration (MSI) and Service Integration and Management (SIAM) methods.

Eight: Finally, the positive changes of the 2-speed ITSM will require a rehashing of OS skills and roles, and a better grasp of commercial needs and business relationship building.

Read the original article at:

About Eric Anderson

Eric Anderson is a staff writer for CAI's Accelerating IT Success. He is an intern at Computer Aid Inc., pursuing his master's degree in communications at Penn State University.

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