Establishing the Digital Service Management Pillars of Success

 Author(s): , Posted on January 20th, 2016

In my previous post I mentioned that it was necessary in your Digital Service Architecture to make sure you had the foundational digital service management pillars in place and several people have asked me exactly what those pillars are, so in this edition of Views from the Edge, please find a short description of these systems and their importance to your digital transformation.

System of Engagement

Are you presenting your services to consumers in a visually rich and engaging format? Having a properly designed service portal tied to an easy to understand service catalog is what consumers today expect. Multi-channel forms of communication across multiple device types, a 24/7 service window.

System of Record

Taking advantage of all the operational data that is produced by your systems must first be captured before it can be analyzed. You probably have several systems in place today from the CMDB, to active directory and you need a strong data management architecture to understand all the various sources, what you capture, how much and how long you need to retain, and how you consolidate into an accessible data repository or “lake”, allows your team and organization to harvest the insights that currently exist and to better predict the future.

System of Insight

Once you have your federated data architecture in place you can start to glean the valuable insights that will present themselves and turn insight into action. There are several stages that are available from the valuable reports and analytics that exist directly in the service management platform, moving to the next stage with custom data analysis of critical areas such as the service desk and continuing the journey by leveraging innovative 3rd party tools to adopting a formal big data analytics practice.

System of Automation

Rely on the system of automation to handle as many manual and repetitive tasks as possible, to eliminate email and phone conversations and to take simple actions. The system of automation will remove hours each day and will speed up the turnaround time for requests.

System of Protection

All services and the systems they depend on need to be secured to provide 24/7 protection. Security needs to be deeply embedded within your service strategy and infrastructure, and having real time visibility of security related items allows for quick response and resolution and the ability to root out infiltrations.

System of Agility

Having the ability to develop and launch new applications and services directly from the service management platform allows for constant innovation and a much tighter development to launch process. Leveraging a formal DevOps process and tools that are tightly coupled to the service management systems takes advantage of the heavy lifting that the technology and tools can provide.

While this not a total list, these are some of the main foundational elements you need to have in place and to leverage together to create a more service aware and focused organization.

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About the Author

Andrew Harsch is the Director of Portfolio Marketing at Unisys where he focuses on the disciplines of ITSM, ITOM and Service Desk. Read all Posts





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