Seven Steps to an Effective ITSM Strategy

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Develop a CMDB

A configuration management database allows the identification, management and tracking of the technology on which business services are built.  It also allows IT pros to determine what each service costs and to identify the services — e.g., service desk, select managed services, and cloud computing — that could be more efficiently handled by a qualified third party. Implementing an effective ITSM strategy, as a result, is both a requirement and an enabler of out-tasking and cloud computing. All the information a service provider needs to set up automation and orchestration parameters for a cloud solution is available between the service catalog and CMDB.

A successful ITSM strategy is a lot like a game of connect-the-dots.  Organizations may already have a ticketing system for incident management, for example, or perhaps the beginnings of a configuration management database (CMDB), and maybe even some cost management functions – all valid pieces of ITSM. Too often, however, they are disparate systems relying on different toolsets that are not yet integrated.  So, while organizations may have some or even all of the dots, to have a fully functioning ITSM strategy, their CIOs have to connect them together in a meaningful way.

“Many IT environments evolved over the years in response to the dictates of circumstance and short-term crises,” says Mike Alley, director of ITSM for Logicalis US.  “We are on the threshold of the day when the IT infrastructure can respond dynamically to change according to processes and parameters spelled out in advance in an effective ITSM strategy. As the pace of business and IT races faster and faster, the organizations that succeed are going to be those that use ITSM best practices to ensure that business and technology are pulling together in the same direction. Without an effective ITSM strategy in place, circumstance will continue to make your decisions for you.” 

If you want your organization's IT infrastructure to be able to respond to change according to processes and parameters spelled out in advance, then you need a solid ITSM plan.  To help, Logicalis US has identified a list of seven steps to an effective ITSM strategy.


Related Topics : A Big Market for Big Data Jobs, Midmarket CIO, IT Management Automation, SharePoint, Technology Markets

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