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'Close the Gap' to Improve Business Service Delivery

Apr 16, 2004

ITSM Watch Staff

By Mary Nugent

Bridging the Gap with People
IT Operations believe they are best suited to manage the complexities of a company's IT business. They do, after all, monitor and fix the IT asset incidents.

Service Desk personnel believe they are best suited to manage the company's IT business needs. They do, after all, talk daily to the customers and end-users (the business), manage service levels and provide the escalation and outage for IT Problem Management.

Service Desk staff is not as bound by an IT object-based focus as IT Operations, while IT Operations are not as driven by the needs of the end-user as Service Desk. Each group needs to learn, understand, and respect the others' role to bridge the gap and to focus on building a better service management organization. This type of cultural change has to be driven by management and supported by the management tools.

Recently new players have emerged in the IT departments supporting the needs of the business and spanning both real-time operations and service management functions, through service level agreements. These new players have many names including customer support managers, service managers, IT business managers and business unit managers.

Without a meeting of the minds between IT Operations and the Service Desk, it will be difficult to break down the barriers that stand in the way of fully aligning the entire IT organization with the real service levels requirements of the business.

Calculating the Benefits of a Closed-Gap System
The high-end benefits of providing a solution that enables management of event information from discovery to recovery aligned to service levels are enormous; creating an environment that is fully in tune, measurable, and aligned with the needs of the business. These benefits include:
  • Reducing downtime (Mean Time To Repair (MTTR))
  • Finding incidents before they impact the business (Reduce time to detect)
  • Finding the root cause of the problem (Reduce time to diagnose)
  • Repairing problems faster (Reduce time to fix)
  • Reducing failure frequencies (increase Mean Time Between Failures (MTBF))
  • Knowing about problems before the customer (Increase problem awareness)
Mary Nugent is the Vice President and General Manager of Services Management Solutions for BMC Software Inc., a leading provider of enterprise management solutions.

Mary Nugent is an accomplished software technology executive with expertise and in-depth knowledge in the emerging e-business marketplace. As Vice President of the Company's newest line of business, Service Management Solutions, Mary is spearheading BMC Software's largest company-wide business initiative, Business Service Management (BSM).