Technology Business Management

by technologyandgadgets

Information Technology Service Management

Over the last few years I have facilitated several Information Technology Service Management (ITSM) work sessions within the oil and gas and utility industries. The challenge was to build consensus through identifying what is important, making recommendations and decisions and establish direction that would enable the IT organization to improve processes and services offered to their customers. The following article briefly outlines a number of lessons learned that came from our experiences.

An ITSM Work Session should provide the foundation for your organization to create the blueprint to propel IT services and business value forward. In establishing an ITSM initiative the following key groups must be involved:

Strategic: CIO and Directors to establish strategic intent, vision and enterprise objectives

Tactical: Directors and Managers to establish improvement objectives, priorities and program charter

Operational: Managers and Key Stake-holders to establish solution, roadmap, business case and project charters.

Fundamental to any ITSM session when engaging these groups is to develop a clear problem definition, defined and approved by the executives or senior steering committee.

This is an area which IT often falls short. The lack of a clear problem definition negatively impacts the tactical and operational levels of the organization and limits the ability to move forward.

When working with your teams, build an understanding of all the work that is taking place in the IT department right now and how it fits within the ITSM support and delivery relationship models.

Discussion, training and clarity will be required to ensure your people understand the ITSM relationship and delivery model. By engaging people in a defined work exercise, your teams can map out and see how their work aligns with your ITSM program requirements.

This is effective in establishing leadership and team buy-in.

Establish a clear understanding of your points of pain (PoPs) and the IT maturity. PoPs can be established through focused brainstorming sessions. Once collected, your PoPs should be looked at from an organizational and process maturity perspective.

This is often missed as IT has a habit of looking only at processes and tools to solve problems. Align your PoPs with the industry maturity model standards (non-existence, chaos, reactive, proactive, service, value). It is important that the content be translated into a service management maturity grid and aligned with the Information Technology Infrastructure Library (ITIL) process categories.

Work to obtain various IT teams, customers and business representatives’ perspective on the ITSM organizational and process maturity levels. This builds some reality into the PoPs and maturity levels thinking by dislodging IT from a position of working in isolation.

Build a business case and program plan that can be activated by your people. At this point you are seeking clear recommendations and improvement objectives (what), benefit realization (why), tactical needs (how) and time frame (when) for which to move your organization forward with your ITSM program.

This is the foundation for your ITSM program business case and charter that will be divided into project and operational requirements.

You will need a solid approved business case and charter to enable you to navigate the challenges that will unfold on your journey and to clearly articulate the streams of work to be completed. There needs to be an executive team or steering committee assigned to provide clear strategic guidance.

When forming and using a steering committee, their mandate must be strategic and clear. Tactical task-based reporting can be left to the project management teams and their need for task-based results and status meetings.

Recognize that ITSM is not an IT tool solution. From a business perspective, IT needs to stop chasing tool solutions, and “flavor-of-the-month quick fixes.” Ultimately, the ITSM program is a business organizational change program that seeks to align IT with the business objectives and requirements, improve processes and change culture in an effort to control or decrease costs, increase productivity and contribute to the bottom-line.

ITSM programs need to be effectively operationalized. Therefore change management and communication must be at the forefront.

Work with your teams to have them answer “WIIFM” and “WIIFT” questions (what is in it for me and what is in it for them). Ensure you established the fears, uncertainties and doubts (FUDs). Be prepared to have a long FUDs list. These will need to be acknowledged and managed within the context of the ITSM program and the change management and communications plan. Use your teams and people to establish a communication plan that takes into consideration your target audience and communication needs.

Every organization has an approach to communications that may or may not align with their corporate culture. Prepare a clear communications strategy and follow it.

The information in this article is based on feedback obtained during facilitated ITSM work sessions and the work of dedicated IT professionals. Efforts focused on consideration for the strategic, tactical and operational requirements. Ultimately the goal was to improve IT. It can be done. Good luck.

Effective Tools to Improve Business Management

What is Business Management?

Business management, in simple terms, is the managing of a business or company. To delve a bit below the surface, business management is a broad field that trains people for managerial roles in technology, retail, government and other sectors.

Why Should It Be Improved?

Improving the way a business is managed is highly beneficial. But why? For starters, those who manage a company will know all too well how imperative it is to manage the activities well. The management can vary from providing insight to business plans, ensuring a productive working environment, to overseeing business events. Because business management can cover such a large range of the field, it is highly advantageous to develop a great method to ‘manage’ business management.

How Do We Improve Business Management?

There are certain social and technical skills involved with business management. These can be improved upon with the duration of time. However, there exists another aspect of management: equipment. Now what is meant by ‘equipment?’ By equipment, I mean tools such as custom software, electronic documentation, GPS tracking, and much more. These ‘tools’ are great weapons to provide a much more efficient management of business.

Here’s How It Works

Through the use of various software, your business management can see improvement. What the software does is allow you to focus on more pressing matters at hand. By having a software handle the bulk of simple clerical work, less effort is required to oversee those employees. In turn, those employees who work with clerical tasks will operate at a much more efficient rate. This could potentially allow for a decrease in labor pertaining to clerical work, which could then lead to more room for specialized workers. This would ultimately benefit the company overall.

An example scenario of this occurring is basic inventory. Many clerical workers are required to do some form of inventory. With the use of cloud software and an inventory management program, clerical workers can complete such tasks with great speed and ease, resulting in a more efficient state of operation. The same can apply to electronic documentation. By sending, receiving, and editing documents at blistering speeds and convenience, operations will be made significantly more efficient.

Another tool to utilize in management is what we refer to as a Customer Relationship Management or CRM for short. This software system allows the company to, in a nutshell, handle relations with customers without exerting too much effort. Because the customer is so highly valued, a CRM can greatly reduce workload for you and your employees by handling current and future clients. This allows time and energy to be conserved for instances where much greater attention is required.

Implementing a Reputation Management System will greatly benefit business management as well. These types of software systems allow for a company to either maintain or improve the image and reputation of the company. With this system in play, company owners can focus less on tending to their organization’s face and more on managing the actual company, thereby improving focus.

Conclusion

Business Management can be improved in a variety of ways. One effective way is by tackling it head on using various tools, or in this case, software programs. These programs will aid greatly in the management and expansion of a company, regardless of the size. By improving the managing of business, your company will certainly prosper.

How Do You Acquire These Useful Tools?

Everything mentioned within this article is offered at ProDBX and much more. ProDBX provides its clients with tailored software, meaning every function most businesses require, this company can specially create it. And at a cost-effective price. Through their software consultants, ProDBX will sit down with you and discuss the best options for your company, even providing free, personalized demo conferences. Furthermore, every service and software offered is cloud-based, indicating an ease and convenience of access whether you are on your computer, tablet, or phone.

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