It has become increasingly recognized that information is the most important strategic resource that any organization has to manage. Key to the collection, analysis, production and distribution of information within an organization is the quality of the IT Services provided to the business.
Key issues facing IT Applications Systems are:
- IT and business strategic planning;
- Integrating and aligning IT and business goals;
- Implementing continual improvement;
- Measuring IT organization effectiveness and efficiency;
- Optimizing costs and the Total Cost of Ownership (TCO);
- Achieving and demonstrating Return on Investment (ROI);
- Demonstrating the business value of IT;
- Developing business and IT partnerships and relationships;
- Improving project delivery success;
- Outsourcing, in sourcing and smart sourcing;
- Using IT to gain competitive advantage;
- Delivering the required, business justified IT services (i.e. what is required, when is it required and at an agreed cost);
- Managing constant business and IT change;
- Demonstrating appropriate IT governance.
Major Deliverable from Applications System Division(Service Design and the Service Catalogue)
Service Design is a stage within the overall service lifecycle and an important element within the business change process.
The role of Service Design within the business change process can be defined as:
The design of appropriate and innovative IT services, including their architectures, processes, policies and documentation, to meet current and future agreed business requirements.
The main goals and objectives of Service Design are to:
- Design services to meet agreed business outcomes;
- Design processes to support the service lifecycle;
- Identify and manage risks;
- Design secure and resilient IT infrastructures environments, applications and data/information resources and capability;
- Design measurement methods and metrics;
- Produce and maintain plans, processes, policies, standards, architectures, frameworks and documents to support the design of quality IT solutions;
- Develop skills and capability within IT;
- Contribute to the overall improvement in IT service quality.
The Service Catalogue provides a central source of information on the IT services delivered to the business by the service provider organization, ensuring that business areas can view an accurate, consistent picture of the IT services available, their details and status.
The purpose of Service Catalogue Management (SCM) is to provide a single, consistent source of information on all of the agreed services, and ensure that it is widely available to those who are approved to access it.