AIOps

AIOps

Join this online group to communicate across IBM product users and experts by sharing advice and best practices with peers and staying up to date regarding product enhancements.

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  • 1.  Service Management Best Practices for Different Industries

    Posted Tue April 24, 2018 01:36 PM

    Service Management can serve various kinds of organizations -
    everything from Financial, Healthcare, Nuclear to Public and beyond. Given Service Management has such versatile capability, what are best practices for each industry?



  • 2.  RE: Service Management Best Practices for Different Industries

    Posted Wed April 25, 2018 04:19 AM

    It's not industry specific at all. You need to define the IT services that you want to provide, and then you need to put governance around those services, with monitoring in place to allow you to evaluate your performance. The best route we've found is to really work on ONE service at a time to allow the company to get comfortable with the process. You can then evangelize the new capabilities around the request, provisioning and measurement of the new process, which will allow you to gain more acceptance for the changes you'll need to make around the next individual process that you tackle.

    There are definitely some common services in each industry, but the management of those services is not industry specific.

    Frank Tate
    www.gulfsoft.com



  • 3.  RE: Service Management Best Practices for Different Industries

    Posted Wed April 25, 2018 08:54 AM

    I agree with Frank, there is no best practices specific by industry. I think IT Service Management is general, the focus is manage the service, no matter what industry services. The key is how interacts the processes and the tools. More relevant if the industry is IT dependent. 

    This ITSM reference architecture help a lot to talk with the customer and start a deep conversation:

    Service management reference architecture