Join Mark Thomas for an in-depth discussion in this video IT today, IT opportunity, part of Cert Prep: ITIL Foundations.
- So as we kick off and start to look at module three, Service Management as a Practice, I think it's important for us over the next couple slides really to look at what we're dealing with IT today. Some of the current challenges that we're up against and expectations the business might have from us, as well as look at the opportunity we have within IT. Because there's a lot of stuff within the service management world that we can do to improve our services and really get more aligned with our customers. So today, IT, right? One of the things that will not go away within our IT organizations, within the infrastructure in general, is change.
We will always have change and that's not going away. So we have to make sure that we are using some advanced methods to help us really meet the business needs. Because that's why we exist, we're supporting the business. And to take you to this first sub-bullet here, there's a growing reliance of business on IT. We are woven into the fabric. IT services are in the fabric of the business. And so, without IT the business cannot succeed in creating those vital business functions that the business needs to be able to survive.
So therefore, IT exists because the business is there. So we're part of that. So because we are so... Because the business is dependent on us for delivery of services, there is a high demand for real business value. If we didn't provide value, there's no need to have an IT organization. So we need to make sure we're providing, that the cost benefit that what we're supposed to deliver, delivers, and it exceeds expectations on the customer's side. Greater business in IT integration.
We're not talking about integration meaning we have a meeting per week with our business units. What we're talking about is really understanding the vision, mission goals, objectives, of the business, where the organization's going, and the IT organization is in line with that. And that we're constantly integrated, providing the services that the business expects at the levels of service they expect. Availability, capacity, all those pieces that are required there in order to do that. So we have to provide high quality.
Of course, cost effective services. We provide or we are really investing high sums of money in IT systems. So therefore we need to make sure that we're good stewards of the technology that's being invested in, in order to provide these services. So, greater flexibility, faster response to customer needs. We know this is a challenge that a lot of folks talk about IT. "It takes too long to get this change in." "I need it yesterday!" There's some processes in part of this whole Life Cycle phase that helps us plan these in a phased approach so that we're not so reactive and we're not finding ourselves under capacity because we didn't expect certain demands that are being put on the IT organization.
Diverse range of technologies. I would say this in every organization that I walked in. You will not find a data center or an IT technology organization that's getting easier to manage. The technology's complex, the technology's very powerful, so that we've got that challenge that we have to make sure that we're managing that piece. And that's what we're supposed to be doing to support the business value. Are we too reactive? When I'm talking about reactive, if I'm an organization and I'm really good at managing incidents, handling incidents.
I had this happen to me in an organization. We were great. When an incident call came in (snaps fingers) we could handle that thing and we were really good at it. But when you really think about it, being good at managing the operational stuff like incidents, management, problems, is that good enough? Or should we actually look ahead a little bit in the Life Cycle and try to understand why those incidents are even coming in to the organization? So that's why we wanna make sure we focus. So that we're not planning, we're not training, in many cases we're not reviewing, investigating, and working with customers.
So there's... I shouldn't say we're not. I say there's too little time putting into that. Because we keep putting our fingers in the hole of the pipe, and sooner or later, we run out of fingers, but when we should've looked at why those holes are even there in the first place. Those are some challenges we're running into. So why is it important to really understand those challenges? We have the opportunity with an IT service management. And that IT opportunity we have is basically adjust our working practices and embrace a service-oriented approach.
Right, what are the services we provide? What value do they provide for the customers? And therefore have that approach so we can have some prioritization around understanding how we're going to integrate with the business. Increase that service quality. Be more efficient so we can control those costs and risks. Adopting that service-oriented approach for the efficient and effective delivery of IT services to meet the business needs. That's what we need to do, the opportunity we have in IT today.
ITIL® is a registered trade mark of AXELOS Limited. This ITIL Foundations course is offered by Interface Technical Training, ATO of EXIN.
Skill Level Advanced
Qualification scheme3m 51s
1. Service Life Cycle
2. Service Management as a Practice
3. Key Principles, Models, and Concepts
4. Life-Cycle Phases
5. Life-Cycle Processes: Part One
6. Life-Cycle Processes: Part Two
7. Service-Management Functions
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