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Simplified IT Service Management Method

Below you will find an explanation on the simplified ITSM Method that was developed within INNOTRAIN IT. You can click on the main areas of the visualization below to get further details.

Strategic Planning Service Operations Monitoring and Evaluation Change Management IT-Project Management

Strategic Planning - the top horizontal level combines both strategic and tactical aspects of IT Service Management. The distinctive feature of the activities is the relatively long time horizon they take into account. They provide the framework in which the operational activities can take place.

Service Operations - the bottom horizontal level describes the operation of the services and thus the everyday business of IT. How do you deal with problems? How do you ensure that the right servers are available at the right time? How do you procure new hardware? This level provides the answers as best practices and reference processes.

The conclusion is the chapter Monitoring, Improvement and Change. Shown vertically on the map of the ITSM modules, this chapter discusses the across-the-board issues that involve both strategy and tactics as well as operational effectiveness.

 

ITSM-enabled Innovation Method

Studies - carried out as part of the INNOTRAIN IT project in 6 countries - have proven that in companies using ITSM an IT employee can support a significantly greater number of workstations. In other words, the utilization of ITSM can provide a reduction of workload in the lower double-digit percentage range. Of course, people who are focused on maximising profits can save costs here and widen the profit margin. However, as a forward-looking measure, it would make more sense to optimise profits over the long term by investing the newly freed resources into the innovative ability of the company.


The INNOTRAIN project focuses on precisely this question: How can free resources based on ITSM be used to foster innovations in the organisation? Of course, this kind of development is not an instantaneous change. Taking the first step requires a certain level of motivation and strenuous efforts. However, if the decision is made to go ahead, the development could look like this:

INNOTRAIN IT ITSM-enabled Innovation Method

 

  1. Phase 1 illustrates the situation before introducing ITSM. Expressed as a ratio, 100% of the time is used for original tasks.
  2. The efficiency of IT increases by using best practices. The workload from the original IT activities is reduced over the medium term. Sustained optimisation and expansion of the use of ITSM can attain a further reduction of the load and open up corresponding potential for innovations.
  3. In the third step, the innovation potential is set free. Other changes must be made to the way of thinking and acting. Using technology stabilises the use of innovation potential.
  4. In the final state (for the time being), the workload is reduced and the resources thus freed up are used to create innovation on infrastructure, business process and product and service level.

You can find further information:

 

The simplified IT Service Management Method and the ITSM-enabled Innovation Method have been implemented in the INNOTRAIN IT Modelling Environment. For access and additional information please refer to modelling enironment.