It’s Back to Business with Service Management Frameworks

The IT industry, once quite enamored with its accomplishments and progress, proclaimed itself king. But over the last decade the IT industry has seen significant movement toward (or back to) business and business value. We’re now in an age where the true king is the customer and delivery of business services and business value is paramount.


In the early years after services spring boarded into the industry, customers saw digital services as cool, but unnecessary. Now, due to the increased customer demands for services, delivery of business value through services is the focus again. The IT industry is starting to pay attention, adopting disciplines like service management frameworks, which focus on business demands and aligning services to those demands.


The Information Technology Infrastructure Library (ITIL) is one of the service management frameworks that has been a big part of the organizations moving back to service delivery and philosophy. Service management frameworks differ from more technology-oriented IT management, and are characterized by:


  • Adopting a process approach towards management of services
  • Focusing on delivery of services rather than IT systems
  • Stressing continual improvement of services


Service management focuses on integrating business objectives with IT to deliver quality business services to meet the demands of the customer. Many organizations are taking a hard look at assessing, planning and implementing service management framework to meet these objectives. The ITIL Service Management Framework (SMF), developed by United Kingdom government agencies 20 years ago, matured as a recognized industry standard in the service management space.


IT service management lifecycle consists of 5 domains:

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operations
  • Continual Service Improvement


Public sector organizations are moving to more customer-centric focus; however, IT is still lagging behind due to its long standing policies and resistance to change. A recent report from California’s Little Hoover Commission recommended that California would be “empowered and resourced” to implement a customer-focused strategy and included “a blueprint for cultivating a customer-centric culture across California State government.” It’s time to make a commitment and engage in leading a customer-centric reform. The ITIL SMF assists organizations with the essential processes to make the cultural shift to become a world class customer-centric organization that delivers quality services.


To learn more about as service management assessment, or to understand how SMF helps your IT align with your business objectives, check out our latest whitepaper “5 Indicators You Might Need a Service Management Assessment.”


The customer is king! Long live the King!


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