Below are some good IT Service Management Operational Principles to consider when migrating applications into Cloud.  These will help to align your operational goals and organisation’s strategic initiatives.

Principle #1

Organisation’s IT Service Management will govern and lead all IT services utilising strategic processes and technology enablers based on industry best practices.

Implications / Outcomes

  • The selected process and technology will be fit for purpose
  • Suppliers and Service Partners will be required to integrate with strategic processes and technologies
  • Process re-engineering including training will be required
  • Everyone uses or integrates with a central platform
  • Process efficiency through effective process integration
  • Reduced operating cost
  • Ensures contestability of services for Organisation

Principle #2

Contestability between IT Service providers is a key outcome for service management across IT@Organisation, where it does not have a negative impact on the customer experience.

Implications / Outcomes

  • Avoid vendor lock-in
  • Requires strategic platforms
  • Sometimes greater complexity
  • More ownership of process by Organisation
  • Better cost outcomes through competition
  • Improved performance, incumbent advantage is earned
  • Access to innovation
  • Access to capacity

Principle #3

The Organisation’s IT operating model will be based on the principles of Customer-centricity (Organisation’s business and IT), consistency and quality of service and continual improvement of process maturity.

Implications / Outcomes

  • More extensive process integration
  • Possible constraints – cost, time, resources, agility
  • Additional internal expertise
  • Governance as a focal point
  • Continual improvement
  • Improved process alignment with business alignment
  • Quantitative, demonstrable benefits
  • Improved customer satisfaction

Principle #4

Organisation will retain and own all IP for Organisation’s Service Management knowledge assets and processes.

Implications / Outcomes

  • Strong asset, capacity, knowledge management
  • Service provider governance
  • Improved internal capability
  • Service provider independence
  • Reduced risk
  • Exploitation of skills and experience gained
  • Encourage self-healing culture

Principle #5

Changes to existing Organisation processes and procedures will only be made where those changes are necessary to deliver benefits from the Cloud platform.

Implications / Outcomes

  • Vendors adapt to Organisation’s processes
  • Existing process needs to be critically assessed
  • Reduced exposure to risk
  • Reduced levels of disruption
  • Faster adoption of new processes through familiarity
  • Faster Implementation due to less change

Principle #6

Before beginning process design, ownership of the process and its outcomes, resource availability, cost benefit analysis and performance measurements will be defined and agreed.

Implications / Outcomes

  • Ownership of process is known
  • The process is appropriately resourced
  • Alignment of activities with desired outcomes
  • Improved process effectiveness
  • Reduced risk of failure
  • Resourcing cost

 

Summary

Please note that there will be practical implications to organisation’s service management processes (typically – incident management, problem management, capacity management, service restoration, change management, configuration management and release management). Also these are some of the good principles to consider and can be customised as per organisational strategy and priorities.

 

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