How to create value on demand: the service management chemistry.
OCIRIS GLOBAL
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The standard approach of service management is based on processes supporting services that enable value creation. This approach has a lot of benefits such as relating the IT processes to IT services in order to show their level of importance and usefulness for the customer.
The main drawback of this approach is that it leads to local process optimization instead of end-to-end improvements. Indeed the process owners are focused on ensuring that their processes are correctly documented, implemented and improved.
This silo drawback has been partially solved by the use of value streams. As described in different frameworks such as ITIL4 a value stream combines activities and practices to create value through services and products.
This approach allows each organization to define its own value stream to create value.
Our experience shows that organizations have a limited number of key questions to address in the field of service management . Therefore this newsletter gives some guidelines and examples how to create value streams to answer some of these key questions...
Service management practice as a periodic table element
As an atom with protons, neutrons and electrons we can define a practice with the following attributes:
A core with the following components:
·?????An abbreviated name such as BA for Business Analysis
·?????A fix number of activities
·?????A fix number of roles
·?????A minimum number of success factors
A purpose
A customizable part with the following components:
·?????Interfaces (inputs and outputs)
·?????KPIs (related to CSFs)
This atom-like model is the reason why we use the word ITSM chemistry.
Each practice can be combined to become processes in a value stream in ordre to standardize the answer to the key questions of each organization: