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.
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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.