A service provider should be consumer-centric. Why do we have most consumers moving from one service provider to another or in-sourcing as the tendency is suggesting?
Is this because there is technology disturbance happening which is new to even the service providers later business wants to do it themselves
Keep moving from one to the alternative service provider
Is it that consumer is not getting the solution that adds value to his business?
Opportunities of customers from IT service provider in the last few years have changed and correctly so. In the very beginning, it was all about IT cost profit which was achieved, the next phase was about the process-driven method which was again achieved (ITIL played a very important role in accomplishing it).
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Now the expectation from the consumer is about the value IT adds to the business, this is where ITIL should evolve from the way it is trained and used today.
With the cloud, automation, AI, Robotics, “as a service method” being the new buzz word, we need to understand how the process-driven method changed to identify and propose solutions that add values to the businesses.
ITIL should be trained and used as a process-driven method to generate IT Solutions which adds value to the business.
BRM process: Conventional ITIL would say this procedure is responsible for managing consumer relations, complaints, satisfaction, requirement, etc. Everything to do with consumer management.
Is this method helping guide the customer business policy and in turn adding value to the business? Was the BRM process able to add value to the Energy sector during the decline? Did this process add value during the recession to any of its consumers?
This is where ITIL should revisit the way each of these procedures is taught and used in the modern context.
The study, a newly introduced process in ITIL say, Business Relationship Management (BRM) process. The persistence of the process is to maintain the relationship between the service provider and the consumer for understanding and meeting the business goals. This process is also instructed to do the market analysis and research to study changes trendy in the consumer business and customizes IT solutions which are more practical than reactive. Service providers should appreciate that there should be a solution that is reasonable during a customer downturn.
Now let’s look at the service design lifecycle and the procedure, Service design lifecycle emphases on selecting the service from the directory and designing them to safeguard continuity, availability, security, capacity and encounters the SLA requirement decided.
Does this design lifecycle address the encounters that the business could face in the future? No, not at all. The entire design lifecycle is based on developing the IT requirement to meet the business requirements. Should we not have an impression of alternative design which could be used by the business during the challenging times?
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With more and more focus on cloud processes involved in the design, lifecycle approach has less significance as people will take service which is designed. The only process of design lifecycle is the SLA which we will still need to decide on. Should we not have SLA which are more united with business profit rather than calculating the IT success? Should we not have SLAs like average cost of tickets, new technology influence on % growth of business or % decrease of security incidents, etc?
In this unit would like to touch upon the changeover lifecycle. Does it meet today’s ever-changing need to change quicker and faster? Do we even need to transition somewhat at all or just have something new and better-quality? Should we need to have a view on transformation as part of Service changeover?
It is very significant to realize that companies outsource because they need service earners to add value. Transitions should be carefully coupled with the domain or the industry and the business procedure should be the major focus rather than the IT lifecycle. A financial client and healthcare sector client may not require the same transition method, it is very vital to have a concept of Tailoring and Transforming in the Transition lifecycle to attain a better result and add value for the business.
The above holds good for Service Operation lifecycle. There has to be a procedure for modifying and transforming operations to guarantee value addition is done for the business.
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Two concepts are very important for ITIL to donate in the area of developing IT Solution. One is lessons educated and second is governance.
Absence of learning from what has been done in the past and doing it in a better way for dissimilar business sectors is causing many service providers to lose the occasion to propose a better solution. One company emphases on automation and everybody does the same. Are we even truthfully looking at lessons took during the journey of setting up a service and do we suggest better solution next time around, do we pass the advantage of the lesson learned to the current client? The answer is no.