MAY 2018CIOAPPLICATIONS.COM8In My ViewDANIEL NICKLE, VP, IT STRATEGY & ARCHITECTURE, MAGNA INTERNATIONALBack to Basics with ITSMDemand management, Spring Cleaning, and CommunicationDaniel Nicklehen you talk about IT Service Management, it is common to focus on things such as service level management, availability management, capacity management, change management and so on. Further, it is easy to get lost in processes, procedures, tasks, and checklists.While these things are clearly important, it is often useful to simplify the process ­ to go back to basics, step back and ask two simple questions:· Are we delivering the right services?· Does the business know about our services?A focus on service design and service operation, while essential, assumes already that you are delivering the right services and that the business is properly aware of these. It is my experience that we often focus too little on the foundational "what services" topic.Are We Delivering the Right Services?This may seem a simple question but it is an essential question to be able to answer. And being able to answer it comes down to two necessary capabilities:Demand ManagementDemand Management is not a system or a process or an application. At its core, it is about a true partnership with the business ­ such that you know current business requirements, struggles and challenges as well as where the business wants to go in the future and the help they need to get there.There are many ways to realize this partnership. Increasingly, companies are adopting the BRM (Business Relationship Management) role to help strengthen the ties between IT and the business, and to ensure the voice of business need is being truly heard and understood. This is just one approach of many.Companies constantly change and evolve and grow, and as this happens there is a continual need for new capabilities and services from IT. It is essential that there an effective pipeline for these ­ that WIT has its "ear to the ground" and be a partner in this evolution.Spring CleaningOften referred to as "identifying the dogs", this process is equally as important as figuring out what new services to add. We are all creatures of habit and IT departments are no different. We often offer a service simply because "we have always offered it", with the result that services often far exceed their shelf life.As mentioned earlier, companies change and evolve and grow. During this process,
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