Published: 27 March 2024
組織においてエンタプライズ・サービス管理プログラムの推進を担うI&Oリーダーは、このプログラムを通じて現実的なメリットを組織にもたらすために、対象範囲、組織横断的なコラボレーション、ベンダーのマーケティングに関する課題にうまく対処しなければならない。
インフラストラクチャ／オペレーション (I&O) のリーダーは、エンタプライズ・サービス管理 (ESM) プログラムに取り組むに当たって、ビジネス部門のニーズを顧みない場合が多い。その結果、プログラムで大きな成功を収めることができず、ビジネス上の問題を解決するテクノロジ・パートナーとしてのI&O部門の評判にも悪影響が及ぶ。
Gartnerの顧客企業からの問い合わせでは、企業の部門間の連携が不十分であると重複する仕事が増え、ESMによるビジネス価値を実現できないことが明らかになっている。
多くの組織はESMプラットフォームを選択する際に、差し迫ったニーズや短期的なニーズに注目してしまう。プラットフォーム変更を余儀なくされることの影響は、時間とリソースの観点から見ると極めて大きくなる可能性がある。
I&Oおよびクラウドの管理に責任を負い、ESMプログラムの推進を担うI&Oリーダーは、以下を行う。
リーダー層の期待とサービス・デリバリの課題を見極め、ESMに対するビジネス部門のニーズを取りまとめる。
ESMの関心共有型コミュニティ (Community of Interest: COI) の設立から着手し、部門横断的なコラボレーションを開始する。
ESMプラクティスの主要な構成要素を選択し、3年間のロードマップを作成する。
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Analysts:
Hideo Yoneda
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