Business Analysis in ITSM

Our new newsletter series leads on from the Gartner Analysis but focuses on the role Business Analysis can play in driving value in IT Service Management. The newsletter will be over 6 parts starting in January and will cover the following :

Part #1: Making a difference

Synopsis:? The world of the IT manager is complex, multidisciplinary, and rapidly changing. IT Service Management is about adding value to the business. The role of the business analysis is to help IT managers get from ‘I have a problem’ to ‘I have a solution I can justify’.?

Part #2: Wicked problems

Synopsis:? IT must frame its services in terms of business outcomes and measure itself in terms of business benefits.? A framework is needed to: understand and define the problem, to create the business case, to move it through analysis, solution, testing and finally implementation and BAU.

Part #3:? Business Analysis as a practice

Synopsis: ?Business Analysis practices are key to successful IT service implementation. ?They sit alongside technology and project management to land changes that make a difference. ?This issue looks at how Business Analyst best practice makes a difference.

Part #4: 100 Techniques

Synopsis: Over a hundred techniques have been documented as part of Business Analyst best practice.? ?In this issue we look at some of these techniques that can be applied to business problems in our improvement journey.

Part #5: Case study 1

Synopsis: That's all great but how does it all come together in practise? We will step through a real example of where the role of the Business Analysis has driven value in a ITSM implementation.

Part #6: Case study 2

Synopsis: A deeper dive into a 2nd case study, this time around automation and simplification, with a real example.