Generic requirements

Technology considerations

Combined Technical and Application Management structure

Some organizations organize their Technical and Application Management function s according to systems. This means that each department will consist of application specialists and IT Infrastructure technical specialists, all geared towards managing the services based on that set of systems. Component s that are shared across all these systems, such as the network, will be managed by dedicated Technical Management departments.

The advantage of this organization structure is:

• It is easier to produce high- quality output to the end user because all department members are focused on the success of the system as a whole, rather than the performance of an individual technology component or application.

The disadvantages of this organization structure are:

• Duplication of skills and resource s across several departments will increase the cost of the organization. For example, each group is likely to have an individual or team dedicated to managing server s – each of which will be doing very similar tasks.
• Communication between staff who are managing similar technology is reduced. This reduces the amount of learning by experience and increases reliance on collaborative knowledge management tools.
• When people with similar skills are in the same department, the department will compensate for members with lower skill and competency levels. When there is only one person with Server Management skills on a system-based department, and their competency is minimal, it will affect the performance of the entire department.

Each function and process is defined in the relevant section in Chapters 4 and 6. This chapter brings all technology requirement s together to define the overall requirement of an integrated set of Service Management technology for Service Operation.

The same technology, with some possible additions, should be used for the other phases of ITSM – Service Strategy, Service Design, Service Transition and Continual Service Improvement – to give consistency and allow an effective ITSM Lifecycle to be properly managed.

The main requirements for Service Operation are as set out in this chapter.

An integrated ITSM technology (or toolset, as some supplier s sell their technology as ‘modules’ whereas some organizations may choose to integrate products from alternative suppliers) is needed that includes the following core functionality.

Дата добавления: 2014-12-23