Information Technology Service Management (ITSM) is a set of best practices for delivering and managing IT services to meet the needs of an organization. IT Performance Management, on the other hand, is the process of monitoring and optimizing the performance of IT systems and services to ensure they meet business objectives.
Aligning ITSM with IT Performance Management can help organizations achieve better outcomes by ensuring IT services are delivered in line with business requirements. The alignment of ITSM with IT Performance Management can lead to cost reduction, enhancement of service delivery, and improvement of customer satisfaction for organizations. It also helps organizations to identify areas where they can improve and optimize IT operations, as well as to measure and report on IT performance.
Challenges in Aligning ITSM with IT Performance Management
One of the biggest challenges in aligning ITSM with IT Performance Management is the lack of a common language and understanding between IT and business stakeholders. This can result in misaligned expectations and a lack of clarity on what is required to meet business needs. Another challenge is the complexity of IT systems and the need to measure and monitor a wide range of metrics to ensure optimal performance.
To align ITSM with IT Performance Management, organizations need to adopt a structured approach that includes the following steps:
Identify business objectives: Organizations should identify their business objectives and align IT services accordingly.
Define performance metrics: Organizations should define performance metrics that are aligned with business objectives and support the measurement of IT performance.
Monitor and measure performance: Organizations should monitor and measure IT performance against defined metrics and identify areas where improvements can be made.
Optimize IT operations: Organizations should optimize IT operations to improve performance and reduce costs.
Case Study on successful alignment
One organization that has successfully aligned ITSM with IT Performance Management is Coca-Cola Hellenic Bottling Company (CCHBC). The company adopted a structured approach to ITSM and IT Performance Management that included the implementation of an IT Service Management (ITSM) system and the use of performance metrics to measure and monitor IT performance. The implementation of this approach enabled the company to achieve a reduction in costs, enhancement in service delivery, and an increase in customer satisfaction.
Aligning ITSM with IT Performance Management is critical for organizations looking to improve IT operations and deliver services that meet business needs. By adopting a structured approach that includes the identification of business objectives, the definition of performance metrics, the monitoring and measurement of IT performance, and the optimization of IT operations, organizations can achieve better outcomes and deliver more value to their customers. Therefore, it is important for organizations to take the necessary steps to align ITSM with IT Performance Management and optimize IT operations for better business outcomes.
(source of case study: Coca-Cola Hellenic Bottling Company: A case study in IT service management” by Ivana Drazic, published in the Journal of Information Systems and Technology Management, Vol. 13, No. 2, 2016)