Leveraging Takeda Service Management to improve IT Performance Indicators

Leo Barella, VP and Chief technology Officer.

Information Technology Service Management (ITSM) is concerned with transferring IT services to external or internal service providers to enhance organizations' efficiency. Being the Chief Technology Officer at Takeda, I provide the organization services to our internal IT provider, which offers our business applicator services. Each service has a specific set of Key Performance Indicator (KPIs). The offerings range between Enterprise Architecture services—infrastructure hosting as well as cloud hosting. ITSM improves and supports customer-centric IT services.

Defining Service Management
The most critical aspect is to restart the service management journey and talk specifically about what services are being offered. So we at Takeda develop this service catalog, and each one of the services has been defined by seven different categories. The first is a description of the service itself, and how we describe the service is specific to the value that the service provides. The second category defines what this service includes. When you're reading the service description, some people might think that depending on how strong or good the definition is; people might assume that some service elements are being offered.So we're very specific about what the service includes and what the service excludes.The third section focuses on the value provided to our customers to understand the value statement. The fourth category outlines our primary customers, the customers or people that we leverage from time to time to understand the service's performance.Every six months, we engage with these people to review the service's performance and understand the changes that our customers or business partners need.

The other essential aspect in service management is the performance indicators or the KPIs. At Takeda, we break the performance indicator into two classes of KPIs. The first one is value metrics, and they are mostly referred to what the customer would value out of the service. And then, we also have volume metrics which are more used by our organization to more or less provide customers the precise number of resources to be able to execute the kind of service one likes.

Hurdles faced in IT Service Management
The main pain point in service management faced by us is setting the right KPIs. Most of the time, organizations don't involve the end-user in defining value management, but we at Takeda research our customers' needs and define our services according to their requirements, thus affecting the end customers in the process.

“ Think big, start small, and then expand quickly.”

Looking Ahead
Service management has been around for a long term, and it will continue to evolve. New technology such as machine learning and Artificial Intelligence can also help predict the number of resources that need to be leveraged to deliver service and even predicting an outcome based on the input you received. So we believe that service management might be in a continuous evolution because we can apply automation to measuring the overall performance of the service. We're trying to make each service a lot more accessible, right from the start, making it more self-centered and ensuring that the customer can invoke the service anytime, anywhere.

Piece of Advice to Aspiring Professionals
A bit of advice to aspiring folks who think of getting into the IT discipline might be–less is more. It's better to start small, think big, but then scale rapidly. So it's far more critical to build a few services and create a good brand. A great brand with better service will make your company recognizable amongst enterprise leaders, and higher patron relations will, in the end, assist your KPIs.