Service Management: Best practices

IT service providers (both internal & external) face stiff competition w.r.t Service management. Organizations need to improve continuously and achieve operational excellence.

Organizations benchmark themselves against other companies to close gaps in capability.

Various methods are used to bridge those gaps like adoption of industry wide best practices.

 Following are some of the Sources of Best practice:

§  Standards and public frameworks

§  Industry practices

§  Internal experience (i.e. Proprietary knowledge of Organization)

§  Academic Research

§  Training & Education

 

What is the difference between “Standards and public frameworks” and “Proprietary knowledge”?

Sno	Standards and public frameworks	Proprietary knowledge
1	Broadly reviewed and validated across diverse environments and situations	Deeply embedded in organizations
2	Publicly available trainings and certifications. Easier to acquire such knowledge	Customized for local context. Difficult to adopt
3	Well documented	Poorly documented
4	Knowledge distributed through trainings and certifications like ISO/IEC 20000, ITIL, COBIT, Six Sigma, LEAN etc	Can be obtained through purchase or license

 

“Standards and public frameworks” make interoperability possible between organizations by providing a common language. Adopting these practices will place an organization at an advantage.