More and more the IT Delivery organization is evolving to as a business model. Gone are the days ruled by technology illuminati. Future of IT requires customer obsession and relentless focus on the right portfolio of services. This requires a consequent development of strong collaboration with line of businesses, a customer oriented culture and mind set, service governance, standard and lean processes and continual service improvement.
The ITD has to be agile, be able to act fast on unknown future requirement requests, deliver customer outcomes faster, cheaper and at higher quality. IT Services are not about technology but about generating business value and fulfilling customer needs. The design and architecture of services is crucial to provide real value effectively and efficient. A proper service development framework is key. The capability to design and develop your services capabilities based. This will enable you to benefit tremendously from high synergy potential of service design and execution.
You will also more and more building business oriented IT services using service capabilities or even complete services that are provided by third parties, while focusing internal on service capabilities to create market differentiators for your business. The ability to integrate the delivery of these third parties along with your internal IT service delivery requires high integrative capabilities and management skills. Which service oriented model and hybrid IT service delivery architecture is best for your ITD largely depends on your business strategy as well as the maturity of your current IT delivery infrastructure. Choosing your service oriented operating model is the first step in the transformation.
It is worth considering a proven, well-structured methodology to orchestrating your move to a service centric ITD allowing users and customers to move between service delivery models to take best advantage of new services. Again, this transformation will be less about the technology than it is about the right services provided and the perceived role your IT Delivery within the company.
IT Service Strategy
The service strategy addresses the question “Why these services”? It describes the current and expected business needs, technology trends, and deduces the requirements of IT services. An indication of “when services will be available” by aligning the IT service portfolio to the business timing ensures optimal contribution to the business objectives. The planned development and characteristics of the service portfolio is defined in its multi-year implementation roadmap.
High level IT Service Architecture
Which describes the composition and structure of services. Services are composed out of a set of services components (solutions, products, assets) and service capabilities (fulfil, assure, bill/charge). Re-use and/or sharing of service components and capabilities is a must to achieve an efficient service implementation. The service architecture’s objective is to ensure re-usability and logical layering of the service components & capabilities. The service design principles contain a rule set for service integration in the existing ITSM tools.
IT Services Process Framework (ITSPF)
Which describes the how to. The ITSPF ensures that services offered deliver the expected customer outcomes by managing service outcomes, not the people delivering services. It contains a complete set of processes that together direct the service lifecycle end to end from development to phase out. Supporting elements are performance metrics, tooling requirements, governance structure with roles and committees.
IT Service Portfolio
The IT Service Portfolio ensures that the service provider has the right mix of services to answer the business needs at an appropriate level of investment. The portfolio represents the complete service list managed by the service provider including contractual commitments, planned development, and improvement plans; structured into a service catalogue, pipeline, and retired services.