Service Management & BPM
Expert opinion, research and strategy into service management, business process management, IT service management, and asset management.
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Conclusion: Successfully delivering agreed strategies from an IT Strategic Plan can only be achieved through planning and the application of strict governance processes.
This governance must provide the necessary flexibility to deliver successful outcomes in a changing business and technology environment.
This governance must provide the necessary flexibility to deliver successful outcomes in a changing business and technology environment.
In the emerging markets of China, Japan, India, Korea and South East Asia, not many properly understand Business Process Management, or BPM, the way it works and the benefits one can derive from it. This is something that is largely different from what is seen in western countries where modern organizations simply do not consider functioning without it.
Most Recent Service Management & BPM
The technology services industry is one part of an increasingly service-oriented world. In recent years, awareness has been building that the knowledge required to understand service systems is not as advanced as it needs to be; the development of knowledge that is ultimately applied in industry has not kept pace with the shift to service-dominant economies. In response, a movement has grown to establish service science as a distinct academic discipline fully supported by partners in industry and government. To their great credit, some players in the technology industry have been active in encouraging this progress. It remains an emerging field.
The manufacturing sector has long benefited from the standardization of key processes. Achieving standardization in the service sector (especially when it comes to high-end and team based service delivery) is more complex, but it is certainly a very worthwhile goal.
IT Departments are increasingly called upon to take on more complex tasks. This has to be done in the context of having to justify expenditure by demonstrating the ways in which value is added to the business.
Rushing blindly into service transitions will almost certainly end in tears for the companies that attempt it. Service transitions should, instead, be carefully planned and executed. This helpful article presents a helpful outline of the different elements of the transitioning process, namely: service transition planning, change management, configuration and asset management, evaluation, release and deployment, testing and validation and, finally, knowledge management.
If there is one word that describes the activities derived from the body of knowledge known as Business Process Management, it is "change." Hence, any BPM program worth implementing understands and also teaches how to deal with change. Change management efforts are all about bringing order to the chaos of broken systems and processes. In the midst of all of this comes the fragile task of dealing with changing expectations and dealing with user resistance.
New research shows that investment in the business service management is poised to surpass service level management spending as enterprises recognize its strategic role in supporting business growth.
While Service Level Management (SLM) solutions are not going away, IT organisations are increasingly turning to Business Service Management (BSM) solutions in their quest to play a more critical business role.
The adoption by IT of service level metrics such as Recovery Point Objective (RPO) and Recovery Time Objective (RTO) has improved communications and collaboration between IT and the lines of business that it serves. It has also helped IT to better understand and characterize its own technology and processes related to Business Continuity. This article looks at some of the benefits and issues of establishing service level metrics and provides recommendations for how to avoid or address the issues.
The world we live in today has induced some of the most astounding organizational collapses since the global economy began. Commercial, government and even non-profit organizations are scrambling to minimize costs and restructure core service offerings to stay afloat.
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