WINDOWS IN THE ENTERPRISE
ITSM: Connecting service desk operations to IT strategies
Stuart D. Galup, Contributor
02.20.2009
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IT and communications technology strategy and the service desk are rarely discussed in the same conversation. Although most organizations understand that there is a connection between implementing a strategy and delivering help desk services, a hard line connecting strategy to the service desk is often not drawn. However, ITIL and Information Technology Service Management, or ITSM, is changing this.
ITSM is a subset of ITIL that defines how service management is applied within specific organizations. It manages all processes that co-operate to ensure quality of live IT services, according to the customer-agreed level of service. Its best practices state that strategies are ultimately realized through service operations. As a result, the service strategy and service operation phase will co-depend on one another within the lifecycle.
As you go through ITIL, it's clear how the stages connect to one another and, in turn, affect the operations. There are two phases within ITIL that should be of interest to IT managers because there is a clear line drawn from strategy, through design and transition, to the service desk in the service operation stage. They are:
Service strategies that are not properly supported will fail as will operations that do not clearly define what's necessary to fulfill a particular strategy. And while most know they are supposed to align business goals with IT strategies, many organizations still create a...
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nd position the service desk based on budget. For example, they may outsource the service desk for financial reasons void of the overall business strategy.
So, what should IT and communications technology managers do to ensure strategies are tied to the service desk? They can use one of the following three ITIL service operation activities:
These activities help ensure that value is delivered throughout the service's lifecycle. The service desk can prepare to support these service operation activities by:
- Defining a service desk organizational structure -- local, central and virtual -- that aligns with the business strategy.
- Developing staff who align with the business strategy; education and training is paramount.
- Identifying super users who align with the business strategy; local business experts are critical to keeping abreast of changing business patterns.
The bottom line is to stay vigilant. IT and communications technology organizations can do this by following the activities outlined above.
Stuart D. Galup, is an associate professor of computer information systems at Florida Atlantic University. He is a Certified Computing Professional and ITIL Service Manager. He has held a number of senior information technology positions and holds a U.S. patent. Galup has written more than 45 academic publications and two books.
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