Top 10 IT Service Management Next Practices


Foundational Refreshed: 23 February 2016 | Published: 12 June 2013 ID: G00237446

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Summary

The new challenges of the cloud and everything-as-a-service models demand new tools, skills and IT service management practices. Future-ready practices and capabilities in people, processes, technology and business management can be differentiators for internal and external IT service providers.

Table of Contents

  • Introduction
  • Analysis
    • Rationalize Metrics and KPIs, and Make Them Business-Relevant
    • Move Toward Business-Driven SLAs, Reporting, Service Pricing and Billing Models
    • Reinvent the Service Part of IT Service
    • Redefine and Differentiate IT Services by Their Business Value Contributions
    • Demand Futuristic Tool Functionalities and Differentiated Capabilities From Tool Vendors
    • Do Just-Enough Processes to Avoid the Dangers of Overdoing ITIL
    • Focus on Mature and Transparent Change Management Practices
    • Create Bright Spots to Bring Organizational Change for Service Orientation and to Promote Correct Behaviors
    • Build Business Cases Jointly Between Internal IT Teams and Business Functions
    • Make a Conscious, Planned Switch From Reactive Mode to Proactive Mode
  • Recommended Reading
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