Service Management

Another ex-colleague from Altana Pharma / Nycomed got back in touch. He is now working as a consultant in the Service Management area.

That made me think about a proposal I am working on. The client has established ITIL-processes and they seem to work well, but still there are issues regarding the collaboration with the business side.

It seems that the client, and for this matter also many other organizations, has invested considerable resources in establishing Service Management processes, but mainly on the deliver side. The demand management side seems to have been largely ignored, i.e. the entire part from demand to project/service is not really covered and thus still a potential subject to misperception.

Conclusion: Proper Service Management must cover the complete process from demand generation to service delivery and not only parts of it.