To build a service support culture that underpins the success of an organization, strong leadership and vision is required. To develop a business based on service, an organization must:
Understand its current position. Is the service offering: Chaotic? Reactive? Proactive? Service? Or Value?
Set the goal, regarding the level of service management needed to best support the business.
Set the right personal performance metrics and rewards that will encourage staff beyond fire-fighting and reactive support mode
Dedicate time and training to document repeatable processes and become proficient at their execution
Continually review the service, to ensure an active predictable service quality is maintained.
The implementation of formalized processes provides cost-effective and consistent IT services, which allow organizations to handle service requests and change in an efficient way with minimal disruption to customers. Such improvements to the quality of service and support, allows IT service to become a true business asset.
For organizations to successfully capitalize on the potential of IT services they must:
Develop a culture of IT operations excellence
Create well-defined, repeatable processes that undergo continual refinement
Build an organizational structure that underpins the processes
Measure and report on the success and failure of the processes