April 2021CIOAPPLICATIONS.COM8CIO InsightsCXO InsightsIn My ViewITSM ­ The Most Important Acronym in the IT OrganizationMARK SZKUDLAREK, VICE PRESIDENT INFORMATION TECHNOLOGY, NOVELISnformation Technology Service Management (ITSM) is the "What", the Governance, the Process to delivering IT value. It doesn't matter what the organizational structure looks like, solid line or matrixed, insourced or outsourced, global or regional, hundreds of locations or just one. ITSM is the end-to-end, strategic process where we plan, design, deliver, run and manage the lifecycle of IT applications and services. Typically, most organizations have the Runwell defined, using a framework like Information Technology Infrastructure Library (ITIL) to define the "How". There is a common understanding of Incidents, Service Requests, Problems, Changes, Service Catalog, and a Configuration Management Database (CMDB). IT can Design and Deliver solutions, sometimes with the help of a partner or with the team around us. The "How" is defined by a project methodology. You might leverage a partner's methodology or develop one specific to your organization. It may support Agile, Waterfall, or both to deliver solutions. Each has pros and cons based on the type of development, the solution, and the speed to market required. A common pitfall is the handoff from the Project Team to Operations. If you hear comments like thrown over the fence, the Operations team was surprised or identify key items were missed, but only discovered after go live...you may have a problem. For the last decade, I have had an Architecture Review Board (ARB) to define IT standards and conduct design reviews. This was an opportunity for the architects to present their designs to a group of peers across IT. The group consisted of architects, application, database, I
< Page 7 | Page 9 >