LATEST INTELLIGENCE
Your comprehensive
guide to optimizing IT
service management
in 2016
Process optimization: this is the top opportunity for improving
service management in 2016, according to more than
100 service management experts who recently expressed
their views on the most important issues facing the service
management industry.
Compiled from the results of a series of surveys conducted by
Axios Systems, the 2016 global IT service management (ITSM)
guide is based on the contributions of employees at nearly 100
different organizations. Views are representative of 20 industry
sectors, with respondents based in 16 countries. All responses
have been anonymized.
But, you may ask, what’s the point in speculating on what
the coming year has in store for service management? Well,
whether you’re approaching these issues from the visionary
perspective of a CIO, the strategic perspective of an IT director
or the operational perspective of a service desk manager — or
indeed one of many on-the-ground roles that make the end-user
experience certifiably excellent — every ITSM professional can
benefit from a broader understanding of the shared challenges
and opportunities confronting the industry.
Regardless of whether you work in the public or private sector,
whether you work in manufacturing or education, everyone
has a vital role to play in improving the organizational services
delivered by IT. The success of your organization depends
largely on the reliability and efficiency of service delivery, which
starts with you and the resources provided.
IT: disconnected from
the business?
Imagine if you could travel back in time to revisit life before
your current Configuration Management Database (CMDB)
situation.
Do you recall the giddy sensation of being caught up in a
certain rose-colored utopia, soaking up the realization that
this new CMDB had the power to make life simple, insightful,
forward-focused?
As these grand expectations flourished, how much effort did
you invest? How much resource did the business allocate?
Critically, was the project well-supported after go-live, in terms
of capturing and maintaining the right data at the right points?
Here we are again in the present. What’s the state of your
CMDB? Is it properly maintained? A truly accurate system of
record? Is it positively regarded and trusted throughout your
team and wider organization?
In my experience as a senior IT consultant, I’ve seen many
organizations go through the process of producing multiple
iterations of a CMDB before they achieve the desired vision.
You can’t always blame the actual CMDB. From gathering
requirements to constructing relationships between data,
continuous refinement is key to executing the long-term vision.
Perhaps you’re happy with the state of your CMDB — in which
case, congrats! But is it as optimized as it could be? You should
still explore the insights here, because we’ll offer you some
ideas on how to further weather-proof your CMDB.
Download white papers free from www.intelligentcio.com/me/whitepapers/
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