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The Need for Data
In 2022, Service Management continues to be a hugely valuable discipline for organisations intent on delivering value to their customers. Whilst ITIL is the most widely adopted framework, many others offer complimentary perspectives to support adopters as they embed best practice not just within IT, but progressively across the wider enterprise.
What is common to all frameworks is the need to define services and measure key aspects of their delivery, and in so doing embrace Peter Drucker’s famous maxim “if you can’t measure it, you can’t manage it”.
The need for data is therefore clear to see, with the requirement for a properly configured, central SM toolset being of vital importance to any organisation intent on embracing the benefits of service management. Such a toolset will
generate vast amounts of structured data that in turn can be used to create a multitude of dashboards and reports, all of which will be poured over in endless management meetings.
Sound familiar?
An interesting perspective to consider is that these reports typically only show what HAS happened and it is down to human intervention to decide what subsequent action to take,
future of Service Management?
By Clive Burford,
Service Management Consultant
at Marval