Expanding the role of the Service Management Office (SMO)

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The Service Management Office (SMO) has been a mainstay of successful IT Service Management Programs.  Did you know it can be a valuable asset to your company’s digital transformation initiatives?

The SMO provides the subject matter expertise, governance, and, most importantly, the focus that is required to implement and manage value-added processes.  

ITSM programs without the leadership and steady hand of an SMO often lose focus and go by the wayside,  resulting in a steady decline in IT effectiveness.

The SMO has traditionally provided the ITSM program with several capabilities including;

  • Business process management skills to help design or improve processes
  • Technical expertise for the selection and implementation of automation tools
  • Data & analytics for continuous improvement
  • Process governance and oversight to keep the program on track
  • Organizational change expertise to drive adoption and engagement

ITSM programs have benefited tremendously from the Service Management Office, so what if I tell you that the SMO’s skills are 100% transferable to other initiatives such as Digital Transformation.

That’s right! The very skills that made your ITSM program a huge success can benefit the enterprise at large.

Why is that important?

“Eighty-two percent of CEOs responding to our annual CEO Survey said they have a Digital Transformation program underway to make their companies more digital,” said Mark Raskino, Distinguished VP Analyst at Gartner.

While it’s clear that Digital Transformation is a priority for the enterprise, there are challenges. 

A staggering 70% of digital transformations fail, according to an article in Forbes, Sept 2019.

Digital Transformation is all about taking existing business operating models, typically manual or legacy ones, and improving them through digital technology and workflows.

Isn’t that right up the alley of the Service Management Office?

The SMO are proven experts at improving IT processes and driving organizational change. They are also very adept at employing automation technologies.

These are the exact skills needed to ensure a Successful Digitial Transformation initiative.

If you head up an SMO, I encourage you to promote the capabilities of your team and become a Digital Transformation change agent for the enterprise.

Learn how the Navvia Process Designer can support the Service Management Office.  

David Mainville

David Mainville, CEO and co-founder of Navvia, is a passionate advocate of Service Management and a frequent presenter, blogger and well known member of the ITSM community. With over 35 years of experience, David has held progressively senior technical and management roles allowing him to "connect the dots" between the Business and IT. At Navvia, David leads the charge to bring innovative ITSM solutions to market focusing on Product Development, Marketing and Operations.

• Posted by David Mainville on Jan 28, 2020
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