In many businesses the IT organization is considered inadequate with regard to the provision of and support for IT services. Quality as well as the way in which the IT performs its work are viewed as unacceptable.

By contrast, the IT organization strives to meet the increasing demand for availabilities, performance, reliability and change management.

Just as the business has to adjust to changes the IT organization must also undergo a revolutionary change. The change from technology provider to service organization helps the IT organization to understand its new role as a supplier of a high standard of service quality and, as such, to also get its costs under control.

In order to justify this kind of implementation, the benefits of and necessity for the IT service management must be identified with the top management. In this context the management must understand that this project involves a program of change.

To enable the change to also be achieved the following components need to be adapted:
 

• Vision and Strategy:
  • Superordinated orientation and how this is expressed on the role in relation to the business.

• Control of the IT:
  • Targets and objective of IT with regard to the realization of the strategy.

• Processes:
  • Processes required to achieve the objectives and targets.

• Involved employees:
  • Skills and training required in order to bring the processes to life.

Recognition of the importance of such a project, as well as the maintenance of the necessary management support must be achieved within the framework of management workshops. These workshops represent the motivation and initialization phase of a change program. It is normally worthwhile here to consult an external specialist who will bring an outside, neutral viewpoint to bear.

Glenfis Consultancy