Do you know the importance of an ITSM program office?
Join David Mainville, CEO & Co-Founder of Navvia, and George Spalding, Executive Vice President at Pink Elephant, for a lively discussion on the value of an ITSM Program Office.
One area where an IT organization, especially a large one, should place some organizational focus when starting an IT Service Management initiative is a group that acts as the “glue” - a group focused on assisting all the other departments and functions with the practice of service management. Call it a Service Management Office, an Action Team, a Program Office, the name doesn’t really matter.
Their function is to:
- Set standards for process design and documentation
- Lead the ITSM tool selection
- Standardization and integration
- Define functional specifications for tool implementation
- Develop metrics and reporting
- Lead continual service improvement efforts
- Assist the business with the development of processes and procedures
- Set up governance for the processes and take corrective action where required.
Every organization already has people performing all or part of these roles. By bringing them together into a single service management program office you stand a much better chance of making ITSM a well-entrenched practice within your company. That is where the real value lies.
