Keep up-to-date with ITIL news. Low volume to-the-point bulletins...
Home Page
Service Management - Framework
With the right framework, enterprises of almost any size - small to large - can implement effective functional Service Management organizations. The framework described in this article enabled a successful implementation at a large financial services company. As a result, the company has realized important benefits. In addition to cutting operational costs, it increased efficiency and effectiveness by shifting the model from having separate support functions for each line of business to one that relies on well-integrated functional groups and promotes shared Knowledge Management processes and tools. This approach fosters consistency and enhances the quality of the transition of assets to production. In addition, mean time to repair (MTTR) production was improved.
 
This article describes the role of a quality Service Management organization, the structure that needs to be put in place, and the related enterprise-level process integration needs.
 
Click here to read the article (900Kb PDF opens in a new window).
 
About the author:

Saji Varghese, is a director in the Service Technology & Transition (Service Management) area within Freddie Mac's Information Technology division. He has more than 20 years of experience in delivering technology solutions, mainly in the financial industry.
 
 
 
Be the first to leave a comment about the above article...

Please submit any comments you have about this article.

Your feedback will help add value to the content for other ITILnews.com visitors and help us develop the content for the benefit of all.

You will need to provide and verify your e-mail address but your personal information will not be published or passed on to others. To identify each post we take the part of your email address before the @ sign and use that as the identifier, so if you are john.smith@itilnews.com your post will be marked "by john.smith".

NB: We respond personally to every post, if it calls for it.

If you prefer to respond without posting your comment please use our contact form.


Click the REVIEW button below to preview your comments.

Other articles in the same section;
 
Tags; Service Management Framework,Getting Started
 
This article has been viewed 17625 times.
NB: This page is © Copyright ITILnews.com and / or the relevant publishing author. You may copy this article only in it's entirety, including any author bio and / or credits, and you must link back to www.itilnews.com.

Keeping up-to-date with ITIL...

Keep up-to-date with ITIL news. Low volume to-the-point bulletins...