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    Understanding Your Service Management Capability


    McLaughlin, Stephen (2012) Understanding Your Service Management Capability. IVI Executive Briefing Series.

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    Abstract

    A significant aspect of any organization’s IT operation is the delivery of its portfolio of services. There are very effective frameworks, such as ITIL, to help organizations understand what service management processes need to be put in place. However, having service management processes in place is not necessarily the same as having a Service Management Capability (SMC). As organizations are impacted more and more by the increasingly dynamic nature of the marketplace, it is becoming imperative that they better understand how their infrastructure and resources are aligned to operate in a dynamic, changing environment. The ISO/IEC 20000 standard helps organizations assess whether they have the correct processes embedded. By linking the ISO/IEC 20000 standard to IT-CMF, organizations can now – via IVI’s Service Management Capability Assessment – assess their maturity against each of the key processes across the ISO/IEC 20000 standard. If the organization feels it needs to improve its capability, the assessment will identify the key influencing IT-CMF capabilities. Through such an assessment and the overall IT-CMF, organizations can now assess the maturity of their service management capability as defined by the ISO/IEC 20000 standard.

    Item Type: Article
    Keywords: organizations; capability; IT resources; service management; service operations; Service Management Capability (SMC); IT-CMF; ISO/IEC 20000; ITIL; COBIT; SMC assessment; maturity;
    Academic Unit: Faculty of Social Sciences > Research Institutes > Innovation Value Institute, IVI
    Item ID: 6395
    Depositing User: IVI Editor
    Date Deposited: 22 Sep 2015 16:14
    Journal or Publication Title: IVI Executive Briefing Series
    Refereed: No
    URI:

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