A company’s ITSM program must be based on continuous service improvement.
An ITSM program is made up of:
- Short- and mid-term initiatives
- Implementation projects for more formal IT service management processes
- A management framework for service improvement
The design and planning of an ITSM program can be based on different objectives and factors.
- Diagnose process maturity to reveal the major weaknesses to be addressed to support the business organization
- Provide a framework for a major outsourcing set-up
- Seek ISO/IEC 20000 certification
- Meet a specific client need (establish a catalogue of services, set up a more effective service centre, etc.)
- Address internal IT operating inefficiencies
The program and the projects and initiatives that comprise it are managed through regular meetings that deal with the following tasks:
- Monitor progress of initiatives and projects
- Identify and manage risks and key success factors
- Approve initiatives and prioritize actions
- Verify achievement of objectives and target benefits
The program can be managed in project management mode, using POMBO practices.
The ITSM program must cover the following angles:
- Process, procedures and work instructions
- Technology
- Roles & responsibilities and resource organization
- Service indicators and governance
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