Feeds

Try these beans: Business Service Management

Nooo.....it's not a product

  • alert
  • submit to reddit

Secure remote control for conventional and virtual desktops

Workshop In recent weeks we’ve received plenty of meaty responses in roughly equal measures (positive and negative) to the questions posed in this workshop. For many, service management is seen as simply doing the job properly, regardless of the tools / politics / obtrusive management and so on. Others do what they do but really don’t care or think about what they do in terms of services.

Let's cut to the chase: if you don’t care or haven’t thought about it, why not? There could be very good reasons. For example, try as you might perhaps the business will never ‘get it’. Alternatively, maybe the business really does get all this service delivery stuff, in which case IT will continue to stand at odds with the rest of the business. Maybe thinking about services isn’t your job. But it should be someone’s shouldn’t it?

The really big question for IT management is how to get from component management to service management. It may be less of an upheaval than we think in terms of mindset and the kit we use. The mindset thing is at least easy to acknowledge, if harder to adopt. But it is easy to grasp the basic premise of aligning resources and capabilities with what the business actually needs - even if you never saw it written down this way before. Next is ‘OK, so how?’ There are a few things we do need in place to be able to do this.

First is some kind of measure of ‘user experience’, and second is a way of tracking problems that affect said experience, coupled to the ability to fix them. The stuff we have in place today does all that, it’s just very, very slow, so we don’t ever look like we are managing ‘a service’. We have all the right information, but it’s in lots of places. Nobody has the bird’s eye view needed to make changes as needed to limit the impact of a problem (or potential problem) from the point of view of the users *ongoing* experience.

Speed connects all this together . The ‘legacy of a fragmented past’ (hark!) is that it takes too long between someone’s application faltering, finding the problem, identifying the cause of the problem and fixing it. Perhaps in here somewhere we have a workable definition of service management for coalface IT: ‘if we can find and fix a problem before the user notices or cares about it, that’s [good] service management’.

The thing is, tools exist out there which claim to be able to help IT shops do this. They might not all be marketed as ‘BSM’ but they are aimed at helping you ‘manage business services’. We have no axe to grind about which tools you find are any good, but what we do want to hear about is how you, or those more senior to you are going about trying to improve things in this area. As usual we’d love to hear your views.

Providing a secure and efficient Helpdesk

More from The Register

next story
Business is back, baby! Hasta la VISTA, Win 8... Oh, yeah, Windows 9
Forget touchscreen millennials, Microsoft goes for mouse crowd
SMASH the Bash bug! Apple and Red Hat scramble for patch batches
'Applying multiple security updates is extremely difficult'
Apple: SO sorry for the iOS 8.0.1 UPDATE BUNGLE HORROR
Apple kills 'upgrade'. Hey, Microsoft. You sure you want to be like these guys?
Microsoft WINDOWS 10: Seven ATE Nine. Or Eight did really
Windows NEIN skipped, tech preview due out on Wednesday
ARM gives Internet of Things a piece of its mind – the Cortex-M7
32-bit core packs some DSP for VIP IoT CPU LOL
Microsoft on the Threshold of a new name for Windows next week
Rebranded OS reportedly set to be flung open by Redmond
Lotus Notes inventor Ozzie invents app to talk to people on your phone
Imagine that. Startup floats with voice collab app for Win iPhone
prev story

Whitepapers

A strategic approach to identity relationship management
ForgeRock commissioned Forrester to evaluate companies’ IAM practices and requirements when it comes to customer-facing scenarios versus employee-facing ones.
Storage capacity and performance optimization at Mizuno USA
Mizuno USA turn to Tegile storage technology to solve both their SAN and backup issues.
High Performance for All
While HPC is not new, it has traditionally been seen as a specialist area – is it now geared up to meet more mainstream requirements?
Beginner's guide to SSL certificates
De-mystify the technology involved and give you the information you need to make the best decision when considering your online security options.
Security for virtualized datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.