Best or "Good" Practices

No business works in a vacuum, and IT service management should take advantage of the best - or at least good - practices learned from years of testing and implementation. Adopting good practices help close the credibility gap, enable benchmarking, and provide a competitive advantage to those wondering what makes sense:

  • Remote environment - Whether it is a business location off-site, the headquarters, or telecommuting employees, business is being conducted in multiple locations. And, the employees working remotely need the same capabilites (capacity, availablity, access, hardware, software, etc.) as the headquarters elements. And, from a business perspective all that entails (where is it? warranty issues, service history) must be managed from a cost basis and from an efficiency basis in transforming the business environment.
  • Greening - While all service management should be cage-free and organic, there are other ways that IT can reduce the impact on the enviornment that is . Organizations which effectively manage remote operations allow for reduced transportations costs. Managing the entire lifecycle of services(to include assets) through the redeployment or disposal phase, reduces waste. While it would be nice if all of us could drive hydrogen fueled vehicles, service management that reduces transportation costs and waste is a good start.
  • Continual service improvement - IT services must be continually aligned to the changing business needs. Service improvement must be implemented and driven by the goals, objectives, and measures of the business. Improvement occurs throughout the lifecycle with regard to service quality, cost effectiveness of service delivery, efficiency and effectiveness of SM processes. What is the vision? Where are we now? Where do we want to be? How do we get there? Did we get there? How do we keep momentum going?
  • Empower the decision-maker - The more visibility the better. Visibility into all facets of the business. The business decides what it needs to see, not a system that thinks it knows best. Giving the business leader information. Visibility into requirements. Determining necessity and balancing it with goals. The system needs to support/fit the business. The variables important facts that power the business, LEX boils them down, giving the most informed results. LEX provides a logical model of the IT infrastructure by defining and controlling services and maintaining accurate info.
  • Continuity of operations - Businesses plan for contingencies and catastrophes, whether these are man-made or natural. Good asset management practices and insight into a business' inventory are required tenets not only for insurance, compliance and preparedness, but also for reducing recovery time from the point of contingency.