IT Szolgáltatás Menedzsment - Irányítás
IT Service Management - Governance
A good hockey player plays where the puck is. A great hockey player plays where the puck is going to be.
- Wayne Gretzky, the greatest hockey player of all time
Download SLMbox video (.wmv 107MB | .wmv 84MB | .mp4 65MB )
(pdf, 338 KB)
The role of the Service Management
The service management is a bridge between business and IT. Aim of it: to make the IT measurable, controlable for the business side; define, control, feedback and tune the IT services based on business performance indicators.
"Responsibility IT and ITIL - as a directive model of IT - to make business informed about what IT serve; and business should determine based on it how IT should contribute to business success factors. If it is missing, business cannot exhaust the advantages and possibilities reside in it.
In turn, the IT service management - and ITIL collecting the successful practices of it - can be strategic tool for the company directorate as the IT service set indirectly builds in the business services. That's why the ITIL talks about integration of business and IT strategies instead of harmonizing business and IT."
István Sarkadi-Nagy – itSMF Hungary – President
"Service management is like a car for business that bring them from "A" to "B". Business don't care about the manufacturing process of the car, the tasks of IT. But, if the car cannot function in two cases from three because of a wrong carburetor - and the customer was not informed at purchasing about the danger can arise from the wrong carburetor - , then the business, the owner of the car will become more and more interested in how the carburetor is produced, what is the process, the technology, and what caused the problem.
Tasks of service management is making the "appropriate car" available with the functionalities business expected, and ensuring the quality continuously. In case of any problem, the task is to support and analyze causes of problem."
Attila Seregi – Budapest Bank NyRt. – Service and Process Mgmt Leader
"Service can be expected from the IT area at the same degree and with consciousness as the business handle it. IT must answer to business's expectation just only in a level that the business expect.
Business must have exact conception about what kind of service they would like to get in what quality level for the IT, and IT must transform to business level their services."
Giesz István – GIRO Zrt – vezérigazgató helyettes, CIO
"For the business, ITIL means nothing and it is in order. Just because something is 'ITIL' it does not mean that it serve the requirements of business areas in appropriate level. Just because I have a cookbook at home it does not mean I can cook at all.
Responsibility of IT is to make their activities transparent, in order to let the business know what is the profit that should thank IT services. "
Georgiu Achilles – Sun Microsystems - ITIL Manager
"The most important touching interface between business and IT is the service management whereby the IT can become countable, transparable and measurable operating services supplier in reproductable quality for the business."
Katkó András - KELER ZRt. - IT Igazgató
"IT cannot find out what is the good service like for the business. The hardest task of the service management is - as the engine of the conscious, even ITIL based IT operation for - delivering any earnings to the business involving their existing capabilities in service catalogue and service level agreement.
If there is no partner in the business side, the initiation start to become a bootless work. Criticism against IT can be constructive; or rather can give motivation if an organization know that they operate well or how can they operate better. All of us like if we have success in our daily work."
György Strausz – ÁAK – CIO
"Localization of service management consists of exactly planned, well-structured steps, whereon the communication between business and IT can be placed in a new platform. Service units serve the business units - as business is the internal orderer - in such a way that the requirements regarding to the customers will be clarified besides the orderers' expectations.
However, this kind of change cannot be successful without changing approach in the organization; that cannot be forced, this will evolve with the own speed of the organization. Starting this process and - in many cases - the reasonable speeding up are the tasks."
András Sebők – MKB Bank Nyrt. – COO
"IT can serve effectively, 'without surprises' if the business determines the expectations to IT services in advance and exactly, indicating the critical systems and the related services (SLA, availability etc.). Tasks of IT are ensuring the continuous accessibility of these systems and the reliable availability of the related services; measuring the service parameters, testing the services regularly involving the business side (BCP/DRP) and managind the process improvements.
A joke comes to my mind about services, saying that the services and expectations can be measured differently person by person. Maybe you heard it already."
Csaba Füzi - Banco Popolare - CIO
The quotations listed above are personal views which reflect only the individual's – not the company - opinion in connection with the given topic.
Nowadays, the role of the service management increasingly valorized, as the IT dependencies of many organizations became the key element of operation capability. More
Diagnosis of the present operation
At the inland IT organizations, in many cases, there is no implemented service management; or else if they have it is implemented on very low level or not automatized at all. The data collection, systemization and storing cause serious problems, as the existing systems produce the different data types of several data source via different collecting logics. After it, these must be uniformized via a control logic, then analyzed, validated, reported. In case of unique developments we often face systems without appropriate logging. More
The vision
The gap between the present operating method and the 'omniscient' vision cannot be bridge only a single momentum. There are many factors rendering these projects more difficult, even making them impossible. More
Supporting SLM implementation - with temporary tool, quick and business-level results
Implementing SLM is an evolutionary process, that must be prepared and planned advisedly. We think, that the responsibility of leaders should focus to setup the speed of this evolutionary process. The tool is only a single factor of the SLM implementation; the organization will not be service-oriented just using a tool.
If you think, that
- Organization represented by You is a service oriented, and/or opened to implement SLM
- and/or the business urges or expects the service management function, even on SLA-based way
- and/or a part of your SLM processes is automatized and the You would expend the resources to development
- or simply You are not thinking about a project-size like 'Star Wars', but You would like to support the SLM function with a tool