Growth of Information Technology Infrastructure Library and Implementation Success Factors - Research Paper Example

Information Systems Service Operations Report on Growth of ITSM/ITIL and implementation success factors Module Details April 21, Introduction In the current speedy advancing technological world, the adoption of a quality IT system has always been a subject of great concern. Information Technology managers, computer scientists and other stakeholders in the IT industry are fighting tooth and nail to apply the best approach in the management of information technology functions. This is to aid in coming up with a well-organized platform for efficient running of the day-to-day operations of most companies. In essence, the application of quality systems for the management of Information Technology functions is to promote successful achievement of the set out business objectives. On this regard, this report focuses on the growth of IT Service Management/IT Infrastructure Library along with implementation success factors (Hiner 2013, 6). In simple terms, Information Technology Infrastructure Library (ITIL) entails well-designed and integrated business processes that provide the best practices for the efficient management of Information technology services. On the other hand, Information Technology Service Management (ITSM) refers to a process-based methodology or approach towards the alignment of information technology services with the set out business goals. That is, ITSM employs the defined and documented ITIL best practices to aid in meeting and prioritizing the customer requirements for different IT services (Chen 2010, 102). ITSM growth in a company encourages the alignment of IT functions with the set out day-to-day business operation goals. It also works closely with the core business needs, which is vital in promoting maximal business success. Necessarily, the ITSM offers a well-designed framework for an organization to manage IT service delivery. That is, it aids an organization use IT as a quality tool for promoting business success. ITSM plays a huge role in ascertaining that the business IT services facilitates the targeted business change, growth, and transformation. It is thus crucial that a well-organized ITSM growth is put into use within an organization (Marquis 2008, 78). Business managers, IT heads and other stakeholders within an organization have to give their best in ensuring there is a successful of ITSM. Efficient management of the ITSM growth acts as the basis for delivering the most effective success in the day-to-day business functions (Hiner 2013, 25). As aforementioned earlier, this report focuses on the growth of ITSM/ITIL and implementation success factors. It is divided into six main areas of consideration. The first section lays major emphasis on introducing or outlining the report subject area. The second section focuses on defining the terms that will be used through the report. The third section discusses the key issues while the fourth lists the benefits associated with the issues. The fifth section discusses the impact of the issues in IT management. Lastly, it is a well-organized conclusion on the subject of growth of ITSM/ITIL and implementation success factors (Fry 2010, 12). Definition of terms ITSM Implementation It refers to a well-defined procedure that is applied in aligning the delivery of Information technology (IT) services with the set out business goals of a company or organization. Infrastructure It entails the whole set of integrated components used in efficient running of the daily computerized functions of an organization (Philipson 2005, 3). ITSM Success Factors This entails a set of conditions or constraints that have to be put into close consideration and fulfilled to facilitate realization of the set out ITSM implementation goals (Okanlwaon 2010, 1). Service desk It is a primary Information Technology (IT) function in the ITSM, which focuses on provision of a Single Point of Contact to deliver the communication requirements between users and IT employees (Chen 2010, 80). Information It refers to the computer data that has been processed and delivered in a way a user can understand its meaning (Michael 2011, 88). ITIL Library It refers to a collection of well documented best practices necessary for an organization to deliver quality IT services (Knapp 2010, 11). Framework It is a structure and interrelation of how services or operations are to be implemented within a particular computer program (Elephant 2008, 29). IT Service It is a specific functional unit that a certain computer operation is expected to deliver to its targeted user (Farre 2013, 40). Lifecycle It refers to a set of stages that have to be followed in the delivery of a particular predefined computer functionality (Okanlwaon 2010, 1). Service delivery It is a discipline within ITIL service management, which focuses on defining contents of services, roles and responsibilities of service providers and also setting the expectation of the service quality and availability (Marquis 2008, 30). Key issues in ITSM/ITIL implementation It is essential to clarify that the ITSM is continuously gaining high levels of popularity. This is in both the private and public sector of business operation. The reason behind this huge popularity is that it is regarded as the best opportunity for upgrading the quality of IT services within most organizations (Michael 2011, 2). In fact, ITSM has recently risen to a state where it is seen as the foundation to improving the performance of most business along with raising their respective competitive advantages. Considering the vitality of the ITSM, it is essential to clarify that there is a significant number of key issues that have to be put into close consideration in its implementation (Philipson 2005, 80). ITSM Methodology As aforementioned earlier, ITSM is a discipline of Information Technology (IT) systems that focuses on the day-to-day execution of processes. That is, it applied process oriented rather than technology-oriented approaches towards the management of different IT functions. In this sense, the main objective behind the implementation of ITSM is to facilitate efficient delivery of quality IT services. In order to achieve this objective, the key issue is to ascertain that the ITSM methodology is put into close consideration. The methodology is composed of two main areas, which are as stipulated below. IT Service Support IT Service Support offers the main platform for the management of the key features of IT Service Management in an organization (Steinberg 2012, 18). It entails a well-defined IT functional area that facilitates efficient delivery of operational features to its targeted areas of business operation. As a key area of ITSM, IT service support entails the following functional units (Knapp 2010, 24). Configuration Management – This is about the management of the physical and logical information that is required for the day-to-day operations within a business function. It simply focuses on the IT infrastructure along with the IT services utilized within an organization. Change Management – It engrosses a well-defined set of standard methods along with the procedures applied for the effective management of all changes in a company or business unit. This is to facilitate creation of a quality platform for the efficient management of IT changes within an organization (Elephant 2008, 18). Release Management – This functional unit focuses on three main features that have to be considered in the implementation of ITSM. These features are testing, verification, and release of the targeted changes necessary for the IT environment of an organization (Okanlwaon 2010, 1). Incident Management – It entails an approach applied to facilitate restoration of services in case of a disaster or activity that affects normal service delivery. That is, the daily IT process that restores the normal and acceptable business services with minimal effect of impact on the day-to-day business operations (Marquis 2008, 1). Problem Management – The success of the IT service management is seen in the ability to manage problems. Problem management simply engrosses efficient diagnosis of the root or main causes behind business operation incidents. It also focuses on proactive elimination and management of these incidents (Philipson 2005, 13). Service Desk – This is one of the key areas in the growth of IT service management within an organization. It provides the central or core point of communication amongst the targeted ITSM users. That is, Service desk acts the basis for efficient communication amongst the ITSM stakeholders (Fry 2010, 2). IT Service Delivery This area of the ITSM methodology is very crucial in the implementation of IT Service Management. It focuses on the key aspects or subjects of concern in the day-to-day delivery of services to the targeted users. In essence, IT service delivery acts as the building block to ascertaining that the aligned business functions provide users with improved and all time available set of business services. The areas that IT service delivery focuses on are as stipulated below. Availability Management – This function focuses on ensuring that the users of different business operations enjoy continuous and timely accessibility to all functional IT Service Management units. To be precise, availability management optimizes the capabilities and services of the IT infrastructure of an organization. It also provides maximal support necessary in minimizing outage of ITSM services. That is to facilitate sustained levels of IT services for efficient implementation of the day-to-day business requirements (Chen 2010, 45). IT Service Continuity – It entails the ability of a company to enjoy continuous delivery of IT services in alignment with the day-to-day business functions. That is, IT Service Continuity is about the management of the capability of an organization to provide the set out level of service. Capacity Management – It is crucial to note that the success of any business is defined by setting up quality strategies for future attainment of more resources (Steinberg 2012, 89). This is to provide room for enhanced growth of an organization. In this sense, capacity management entails enabling an organization or business function to tactically manage its resources and have a strategic plan necessary for acquisition of more resources in the future (Fry 2010, 32). Service Level Management – Delivery of quality IT services is a key requirement for ensuring that an organization succeeds in meeting its set out business goals. To achieve this, Service Level Management offers a well-organized platform for improving the level of services. In essence, Service Level Management focuses on maintaining and improving the levels of IT and business services in an organization (Michael 2011, 18). Financial Management for IT Services – Lastly, the area of IT Service delivery provides a very important functional unit, which is the Financial Management of the IT services. Most organizations have severally suffered from lack of a well-defined platform for the management of finances and costs of resources in a business or organization. To take care of this challenge, Financial Management for IT Services provides a quality platform for the management of finances and all costs that are associated with the provision of the required resources (Farre 2013, 11). Implementation success factors It is vital to note that the goal of most organizations is being able to meet the set out business goals and objectives. This is to ascertain that there is successful execution of the day-to-day business operations and that there is a great future specifically in strategies for the rise of competitive advantage (Farenden 2011, 2). That is, the subject of ITSM implementation success factors is another key issues in the growth of ISTM/ITIL (Okanlwaon 2010, 1). The implementation success factors simply refer to the few vital areas that have to go right in order to ascertain that a business flourishes in its operations. In other words, if the success factors are not well performed, then, there is great possibility of the targeted IT Service Management project to fail. In order to avoid any chances of failure, the following success factors have to be put into close consideration (Knapp 2010, 8). Development of a sense of purpose One of the top success factors in the implementation of IT Service Management is, to develop a sense of purpose for the project. A sense of purpose specifically focuses on finding compelling reasons behind the implementation of ITSM. These reasons are to define the need for organizational change along with the required transformation to grow into a real or fully functional IT Service Management organization (Hiner 2013, 48). Creation and maintenance of a sense of urgency Most of IT projects face the challenge of failure to be delivered within time. This is influenced by sluggish project implementation, which is caused by lack of sense of urgency amongst the respective stakeholders. Thus, once the ITSM vision is set, it is important that a sense of urgency be raised throughout the organization. On this regard, it is imperative that the ITSM leaders generate and maintain a true sense of urgency throughout the ITSM transformation process (Steinberg 2012, 4). Sustained top management support Another crucial ITSM implementation success factor is the ability to identify and marshal support from the senior leaders of an organization (Lacy 2012, 49). Additionally, it has to enjoy ensured that this support goes on throughout the ITSM growth process. One of the most common ways of garnering this support is through the direct sponsors of the project. The level of the support can be provided through provision of key resources such as work force and money (Knapp 2010, 50). Effective Governance Effective governance is a very vital requirement in the successful growth of ITSM. It refers to the fact that decision-making authorities operate at a platform that is clearly and well defined, realized, and implemented. This is to facilitate timely delivery of different ITSM implementation decisions. In simple terms, effective governance focuses on excellence in making of ITSM decisions (Elephant 2008, 62). Project team competence Having the right group of people is an essential aspect in ascertaining that there are maximal chances of achieving the project goals. That is, the right set of capabilities have to be involved in the in the implementation of ITSM. These capabilities are measured in terms of skills, capacity, attitude, experience along with commitment. It is also important to note that the group of right people requires significant support specifically in sustained top management support, investment in resources and continuing professional development (Farre 2013, 90). Performance metrics In order to determine progress or status of any project, it is important that certain factors are measured. As the old saying goes, it is always had to manage what you cannot measure. That is, it is vital that clear performance metrics are put in place in the ITSM implementation process. In the formulation of performance metrics, four main areas have to be put into close consideration and these are stipulated below. The first one is the ITSM transformation Performance Management. This metric will be fundamental in tracking and reporting ITSM growth or transformation process. The second area is that of Service Performance Management, which is a system of measurements and metrics that will be used to define the services that are to be offered within the predefined service portfolio (Addy 2007, 19). Thirdly, it is the process performance management. It focuses on the metrics used in measuring and reporting each of the processes that is composed in the ITSM service delivery. The fourth is people performance management. It entails a comprehensive Information Technology organization, team, and individual performance management. Creation of a momentum for continual improvement Lastly but certainly not the least, the successful implementation and growth of ITSM depends hugely on anchoring the targeted IT change into the organization culture. In simple terms, IT service management requires establishment of a culture of continuous improvement. This is essential particularly in ensuring that there is well-defined platform for the successful implementation of ITSM within an organization (Farenden 2011, 203). Benefits associated with the key ITSM/ITIL implementation issues The goal of the whole notion behind ITSM/ITIL growth and implementation in an organization is to create the best platform for enhancement and achievement of the set out business goals. In essence, the aforementioned ITSM implementation issues offer a significant set of benefits to the day-to-day operations of an organization. To be precise, the benefits are enjoyed both in adoption of the ITSM methodology along with the implementation success factors. The following are some of the vital benefits enjoyed in the efficient growth of ITSM/ITIL within an organization. Improved quality of business operations With a close follow up of the ITSM methodology along with the implementation success factors, an organization enjoys an efficient platform for delivery of quality business functions. The IT Service Management creates a framework for aligning the IT functional areas with the day-to-day business operations of a company. This plays a huge role in enhancing the levels of service delivery in the organization (Marquis 2008, 40). Timely delivery of IT project One of the key areas in the ITSM methodology is the subject of release management. It focuses on delivering the right aspects of a project as defined in the requirements document. In addition, through effective governance and project team competence, an organization benefits a lot particularly by enjoying faster and timely completion of IT Projects. Increased customer satisfaction and relationships It is essential to clarify that customers always prefer services that are fast, efficient, and accurate (Mar 2013, 1). The ITSM methodology contains specific areas such as availability management, which focus on ensuring that services are always available. Additionally, the development of a sense of purpose ensures that customers are involved in the whole process of ITSM growth. This raises their respective trust levels thus enhancing the levels of customer satisfaction (Hiner 2013, 70). Enhanced reliability and quality of Service Through a well-organized growth of ITSM/ITIL, an organization becomes well placed to enjoy effective operation of its predefined business functions. In simple terms, through consideration of key ITSM issues such as the adoption of performance metrics, all the ITSM/ITIL functional areas play a significant role in improving the day-to-day business operations of an organization. Consequently, this acts as the basis to creation of enhanced reliable and quality set of business operations (Addy 2007, 19). Enhanced productivity of IT staff As stipulated earlier, one of the key implementation success factors is by creating a sense of urgency and project team competence. This plays an important role in ensuring that the IT staff gives its best in promoting timely growth of the ITSM/ITIL functions in an organization. Additionally, through the people performance management metric, it becomes fundamental that each member works hard to achieve ITSM implementation goals. Consequently, this adds great value to the productivity of a company’s IT staff (Lacy 2012, 35). Impact of these issues in terms of IT management The adoption of IT Service Management and Information Technology Infrastructure Library (ITIL) with close emphasis on the key implementation provides a great positive impact in an organization. This is specifically on the quality of business services that a company delivers to its targeted users. A significant number of impacts that the key ITSM issues provide to an organization are as stipulated. High level of global and local Competitive Advantage The implementation of ITSM/ITIL in an organization plays a key role in enhancing customer satisfaction levels. This is further enhanced through delivery of the best quality set of business services. Consequently, it greatly facilitates increasing the local and global competitive advantage of an organization. In addition, it boosts the business productivity of a company (Addy 2007, 19). Effective change management Change management has always been one of the challenging issues in the implementation of IT projects. This is due to issues such as the fear that technology can be a threat to people’s jobs. However, with close respect to factors such as creation of a momentum for continued improvement and performance metrics, it results into a great impact particularly by creation of an effective change management platform. Boosted image of IT as a business partner Aligning the ITSM functionalities with the business operations facilitates creation of an image where all stakeholders are well satisfied with its existence. This is particularly felt in the improved quality of service delivery. Consequently, this creates a great impact specifically in boosting the image of IT to business stakeholders and it is thereby seen as a business partner. Cost justified implementation of IT projects Almost all business managers prefer dealing projects that have clearly cost justified projects. With key success factors such as effective governance and performance metrics it becomes much efficient to justify the costs of different IT projects. As a result, this creates a great impact on delivering top IT managers with clearly cost-justified projects (Lacy 2012, 4). Increased financial savings Lastly but certainly not the least the key ITSM implementation issues offer a great impact specifically through increased financial savings. Through an improved platform for efficient management of IT resources, it becomes much easier to minimize the costs incurred the acquisition and maintenance of IT resources. The adoption of ITSM/ITIL operations also aid in getting rid of factors that minimize rework activities, which usually lead to wastage of a lot of company resources (Farenden 2011, 76). Conclusion It is vital to note that technological advancement has recently been the focal point to ascertaining that there is quality delivery of business services. That is, technology has now become the foundation to ascertaining that there is successful implementation of the day-to-day business activities. Among the most essential areas of technology is the growth of ITSM/ITIL within an organization. To be precise, there are a significant number of key issues that have to be put into close in ensuring that there is successful implementation of ITSM in organization. These issues include efficient adoption of the ITIL methodology. The ITIL methodology is composed two main areas, which are IT Service Support and IT Service Delivery. IT Service Support focuses on the elements that ensure that there is a well-defined platform for the delivery of IT functionalities to the targeted users. On the other hand, IT Service Delivery focuses on the IT functional units that provide a quality framework for presentation of services to customers. Another set of key ITSM issues entail the success factors behind its implementation, which include development of a sense of purpose, project team competence and performance metrics. Most importantly, through a close follow up of these key ITSM issues provides a significant number of benefits and impacts into an organization. These benefits include improved quality of business operations, timely delivery of IT projects and enhanced IT Staff productivity. The ITSM offers key impacts such as increased financial savings, effective change management platform, and high level of competitive advantage. It is hereby very important that organizations put the need for efficient growth of ITSM/ITIL along with success factors into close consideration. Bibliography Addy, Rob. 2007. Effective IT service management to ITIL and beyond! Berlin: Springer. http://www.books24x7.com/marc.asp?bookid=30942. Chen, Ada. 2010. Issues in implementing Information Technology Service Management. Retrieved from http://www.csulb.edu/~rchi/ssj/papers/20102/201022.pdf Elephant, Pink. 2008. The Benefits of ITIL. 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