Balancing Service Management transformation with BAU

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As companies continue modernising and digitising ways of working, Service Management needs to continually evolve, but you have to manage the pace and size of change so it doesn’t get too big, too soon.

IT Leaders need to be buoyant and optimistic when justifying change and transformation, to gain support and secure budgets, but if it isn’t perfectly framed, sometimes the scope of change can spiral out of control.

Here are some strategies to help manage this balance effectively. They may sound basic, but they are tried and tested for a reason -

• Scope and Prioritise: Clearly define and prioritise tasks and the scope of change. Ensure that both BAU and transformation activities are aligned with the company’s ambitions and goals.
• Resource Allocation: Allocate resources wisely and always ensure that you have enough people. This might involve dedicating specific teams to transformation tasks whilst others focus on BAU, or rotating team members between the two. Either way, you don’t want quality to drop or momentum to halt.
• Communication: Maintain open lines of communication between teams and key stakeholders. Regular updates and meetings will help to ensure that everyone is aligned and you can address any issues quickly.
• Automation: Automate repetitive BAU tasks where possible. This can free up resources and time for transformation tasks.
• Flexibility: Be prepared to adjust plans as needed. The balance between BAU and transformation will shift over time, and flexibility is key to managing this.
• Risk Management: Identify and manage risks associated with both BAU and transformation projects. This includes understanding the impact of transformation on BAU operations and vice versa.

Hopefully this basic but important message has been useful. Over-promising can lead to under delivering, so it’s vital to stay on top of things.

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