IT Governance

Service Operation and the Service Lifecycle: Yesterday and Today

As we age, we (hopefully) acquire more foresight and wisdom. Thinking of consequences in advance is the hallmark of such wisdom. Is it reflected in your IT service operation? Some organizations have come a long way from the reactive tendencies of the past, as Professor P. Ross S. Wise writes in his blog, The ITSM Professor.

Growing into Event Management

The five best practice processes of ITSM (Incident Management, Problem Management, Event Management, Request Fulfillment, and Access Management) used to be new. Now, not so much – and although organizations never quite follow these best practices to the letter, there is a need for the maturing enterprise (well, “coming of age” might also be an appropriate description) to embrace these processes at a deeper level – especially event management.

The Anti-Fragile Paradigm

As any growing organization understands, there are always advantages to identifying defects in the early stages of the service lifecycle – a more stable operating environment, rescued time and money. The current thinking on how to ace event management centers on “anti-fragile” operations. There are always going to be problems and failures with just about everything in the operating environment, so, as the thinking goes, make software that knows it is broken. Create stable, intelligent operating environments that self-detect (and even self-correct) incidents before deployment is reached:

Caution! It is critical that a service provider does not see a “Proactive” state of maturity in their organization as the end goal. The idea is that once we become more proactive we can finally position our technical staff in design process activities such as Capacity, Availability, Security and others early on in the development and design lifecycle stage. That is right! According to best practice for IT Service Management Capacity and Availability are actually processes in the “Service Design” lifecycle.

Many an IT professional will mistakenly assign these best practices to “service operations,” but that is too late in the game to make the greatest difference! The mature organization moves from being purely reactive (no doubt, it’s wholly unavoidable) to having a long-sighted form of service delivery that is proactive and offers the greatest chance for efficiency.

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