Service Management

When customers buy services what they are really paying for are expected outcomes that generate value at reduced cost and risk. From a customer’s viewpoint, the value of a service translates into getting what they want, when they want it and how they want it. Service management as a capability represents a service provider’s ability to meet these expectations while maximizing profits and service quality levels. Within IT this capability (a.k.a ITSM) reflects a service provider's functions and processes for managing services from cradle to grave.

With service oriented approaches to managing applications and infrastructure offerings as shared services on the rise so too are adoption levels of service management best practices needed to deal with the challenges of managing services.

Service management as a discipline can be traced back to the airline, banking, hotel and telecom industries where it was used to build service management capabilities into strategic assets. In the field of IT, there are a number of available service management frameworks, most notably the ITIL framework which has been in existence since the mid 1980s. Developed by the British government, this framework has taken root in Europe and Canada with promising results. This framework is now gaining traction in the U.S. as a result of increasing pressures on IT organizations to operate with increased business savvy. Service management is fast becoming an important tool in IT’s toolbox that is being leveraged to allow IT to get a seat at the business table.

Contact the Novius Group to see how we can help transform your IT organization from a support group into a strategically aligned business partner and enabler.