The service sector in the industrialised world is responsible for the lion's share in the domestic product of those nations. Because all service industries use IT, those that provide it have had to focus on quality more and more.
Enterprises that have adopted ITSM have experienced improvements in their productivity because downtimes for service are much less than they used to be. They have implemented full or partial MOF or ITIL-like practices to benefit the businesses they are serving.
Introduction of uniformity and quality standards is probably a good thing. If a service user experience a interruption to their normal service, that interruption is always is handled by the same person - the Incident Manager. There is no ambiguity in clearly defined roles such as these and a RACI chart will confirm who is responsible, accountable, consulted, or informed. When everyone knows what is expected of them and what to expect, efficiency of the IT service is the result.
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