Improved Service Delivery and retention of customers through a Business Service Management approach
BUSINESS SERVICE MANAGEMENT
Service Management (SM) refers to the entirety of activities – directed by policies, organized and structured in processes and supporting procedures – that are performed by an organization to plan, design, deliver, operate and control services offered to customers, whereas
Business Service Management (BSM) is an approach used to manage business services. BSM promotes a customer-centric and business-focused approach to Service Management, aligning business objectives with IT or ICT from strategy through to operations.
Using 'best practice" ISO20000 global standard that describes the requirements for an information technology service management (ITSM) system. The standard was developed to mirror the best practices described within the IT Infrastructure Library (ITIL) framework
Why take a Service Management approach?
The goal of implementing a Service Management approach or framework is to ensure that the important high impact business services & underpinning business processes, people and technology are in place so that the organization can meet its business goals.
How do you start?
Start by assessing your current Business Services and the underpinning business processes, people, systems and technology.
You will be very surprised at the results from this first step.
Have a look at “Sample Oil & Gas Service Catalogue Summary Sheet” on the right and you will see duplication in service technology being supported and delivered.
The obvious and common sense action will be an immediate consolidation of services, people and technology required, resulting in high cost savings in manpower, license fees and support costs.
The end result will be a Business aligned Service Map as shown below
Sample Oil & Gas - Business Service Summary Sheet
The images below are Business Aligned Service Maps for Oil & Gas and ISP companies.