Digitalization impacts on Service Management, adds speed and agility to reliability and scalability as the key business drivers. This can sometimes result in favoring cloud-based applications that require no IT management at all. This approach, however, does not take into account that there is a need for integration and compliance with corporate data and security policies. The role of Service Management is to address the business needs and be able to combine agility with reliability.
Figure 6.1.1 Service is more than what you see.
One of the most important tasks of IT is to provide services that efficiently support the business. There is a direct link between the quality of IT services and business efficiency, since more and more business processes are supported by IT services. The production of services typically forms up to 70–90% of total IT spending in a company. The quality of IT services is a business enabler that helps the business to achieve its targets, lower its costs and increase competitiveness.
Service Management is a set of processes, competence and tools to align the delivery of services with the needs of the enterprise. The primary objective of Service Management is to offer business-aligned services that ensure efficient and uninterrupted business operations. This requires a reliable and well-documented service environment, efficient operational models, strict compliance with governance processes, as well as adequate skills and capabilities.
The services offered by IT must conform to the continuously changing requirements and needs of the business. Service Management is responsible for the continuous improvement and development of services, while, at the same time, it needs to constantly manage and monitor performance in order to ensure the business purpose fit and quality of services.
Service Management consists of the following key functions:
- Service Portfolio Management
- Enterprise Information Management
- Service Development and Design
- Service Integration and Quality
- Service Transition and Operations
- Self-Service and Automation