Why do formal service management initiatives succeed?
Just like potential pitfalls are faced as part of a formal service management capability, there are also ingredients for success associated with initiating and sustaining the capability. These ingredients include the following:
- Governance
- Strategy
- Culture
- Skills and competencies
- Service management technology
- Ongoing improvement
All of these factors could also be associated with a lack of success. It is not unusual for success and failure to be associated with the same aspects since risks to success are very often reflected as a lack of an ingredient.
Having a formal service management capability requires a serious intent, including executive sponsorship (governance) and a pragmatic plan (strategy). Key inputs include the overall business strategy, the IT strategy, and, ideally, an up-to-date business continuity plan (BCP). From these inputs, the key outputs to be realized are the governing body...
