March 20188 IN MY V EWBACK TO BASICS WITH ITSMDEMAND MANAGEMENT, SPRING CLEANING AND COMMUNICATIONWhen you talk about IT Service Management, it is common to focus on things such as service level management, availability management, capacity management, change management and so on. Further, it is easy to get lost in processes, procedures, tasks, and checklists.While these things are clearly important, it is often useful to simplify the process ­ to go back to basics, step back and ask two simple questions:· Are we delivering the right services?· Does the business know about our services?A focus on service design and service operation, while essential, assumes already that you are delivering the right services and that the business is properly aware of these. It is my experience that we often focus too little on the foundational "what services" topic.Are We Delivering the Right Services?This may seem a simple question but it is an essential question to be able to answer. And being able to answer it comes down to two necessary capabilities:Demand ManagementDemand Management is not a system or a process or an application. At its core, it is about a true partnership with the business ­ such that you know current business requirements, struggles and challenges as well as where the business wants to go in the future and the help they need to get there.There are many ways to realize this partnership. Increasingly, companies are adopting the BRM (Business Relationship Management) role to help strengthen the ties between IT and the business, and to ensure the voice of business need is being truly heard and understood. This is just one approach of many.BY DANIEL NICKLE, VICE PRESIDENT, IT STRATEGY AND ARCHITECTURE, MAGNA INTERNATIONALDaniel Nickle
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