ITSM QuickStart Guide by ClydeBank Technology

Author:ClydeBank Technology
Language: eng
Format: epub
Publisher: ClydeBank Media LLC
Published: 2016-07-14T23:02:02+00:00

Note : CMM may also refer to a level “0” meaning that there are as of yet no indications at all that a process is being developed.

The Service Catalog

When Nilesh Patel was hired as the director of infrastructure service management at Barclays Global Investors, he was tasked with creating a service catalog, a utility that would show both IT and the business as a whole the available IT services alongside their costs and delivery times. Patel claimed that the true reason for developing the service catalog was to help “deepen our understanding of the drivers of IT cost,” not specifically to reduce costs in any one area of the company. “We actually had a good handle on internal IT costs,” Patel said.14 The real issue was that the Barclays IT department had been growing by leaps and bounds in response to the pace of business, and the company wanted to make sure that the appropriate processes were in place to economically scale the growth of IT to the growth of the business. To make smart IT decisions, the ability to understand the dynamics of IT was a must, as was using ITIL’s “everything is a service” model.

Developing mature processes and studying service catalogs don’t in and of themselves create optimal IT. So much of the ITSM philosophy involves nonstatic forces, such as the continual search for process improvement. In order for ITSM to find positive expression within a business, the business must exude a habitable culture for strong ITSM. To do this, the business must invest in the personnel and training needed to bring the core ITSM philosophies, such as those found in ITIL, to the doorstep of the business.

During the Wachovia merger with Wells Fargo, the staff was reduced in several departments and two massive pools had to be combined. This was accomplished using the configuration management database, which helped the newly combined and reduced IT teams figure out which processes needed to be kept and which could be discarded.

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