BS 15000 IT SERVICE MANAGEMENT
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introduction to it service management (bs 15000)“it specialists have for too long focused on boxes and wires at the expense of the services the systems support”.too often our interest in technology overshadows our interest in the businesses that use the systems and the people for whom we provide the hardware and software. Many it departments remain product-oriented, technology-oriented, methodology-dependent, user-averse and inwardly focused. The development life cycle stops once the software is delivered. Success is judged in terms of providing software to budget, to schedule and to specification as defined by a completed user acceptance test. Maintenance and support are seen as being about solving problems, not serving people. reliability : do we turn up to meetings when we say we will? will the system work or fall over when a critical customer is on the phone? can we provide 24-hour support?responsiveness : are we flexible enough to respond to changing business needs? can we accommodate new services quickly? will we adapt to the changing way our customer works or will we demand that customers adapt to our systems? assurance : is our it staff properly skilled and professional? do we have a solid reputation for delivery? do our customers feel that we are technically competent? are they confident that we will deliver accurate and timely information to them? empathy : do we understand the pressures our customers are under? do we understand the business problems and process they are dealing with? are we aware of their it skill levels? do we talk to them in a way, which is neither patronizing nor full of jargon, but seeks to increase their it understanding? key components of it service management (bs15000)service deliveryservice level managementfinancial management for it businessesit services continuity managementcapacity managementavailability managementservice supportincident managementproblem managementchange managementrelease managementconfiguration managementsecurity managementalignment of it planning and business strategies benefits of it service management (bs 15000)questionnaires and focus groups will be needed to get feedback to measure these service quality dimensions, so that gaps can be identified and filled. A service-oriented helpdesk and support function will focus on the customer, not the problem. Service-oriented helpdesks build relationships with customers through planned and unplanned interaction. Communication is regular, regardless of whether problems have occurred. Problems are anticipated and training is given. The it support function aims to understand the customers' goals and purpose, to better support them. service-oriented practice in strategy, development and maintenance requires the development of a service culture. This requires proactive management committed to service and customers above products and technology. creating an awareness of service concepts amongst it staff developing quality moments of truth through practice and training in customer interaction and the management of the service encounter profiling customers or users and understanding their jobs, cultures and information needs understanding the expectations of customers through surveys, interviews and visits communicating customer service expectations to it staff through training and the development of measurable service contracts actively marketing services and service concepts to customers through awareness programmes, the development of communication strategies and the development of an it service brand identity restructuring the it department around services and customers, not applications and operating systems establishing continuous service feedback mechanisms and holistic service quality programmes.
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