IDSM, short for Integrated Digital Service Management, is the modern approach to managing IT services, a topic we’ve delved into in a recent blog post.
Organizations need IDSM because today’s multisourced IT solutions have grown too complex and dynamic for yesterday’s traditional approaches to IT service management.
Fortunately, getting started with IDSM does not need to be overly complicated. With six steps, your organization can be well positioned for IDSM success:
Step 1: Take baseline measurements against known and emerging key performance indicators related to service delivery, such as mean-time-to-repair. Re-evaluate these metrics with the business to see if they are meeting desired service levels.
Step 2: Create a value chain mapping for using multisourced services. Is your company not using multiple sources now? You probably will be soon. In a recent IDC survey, 21% of managers said they believe it’s optimal to have more than 10 IT service providers. Two years earlier, only 11% had believed that.
Step 3: Ensure that you are leveraging a canonical naming convention for physical and software assets. Enhanced problem management and predictive analytics require consistently-named entities.
Step 4: Re-evaluate your supplier contracts to ensure that they incent behavior to prioritize business requirements over individual service levels. All too often IT service provider contracts penalize the supplier for prioritizing cross-team efforts over staying within their own swim lane.
Step 5: Develop a culture of accountability. That is, suppliers and employees alike are responsible for business outcomes, not individual successes. Downplay heroism in favor of depth of support.
Step 6: Develop risk models and implement algorithms to support the risk management processes implicit in these models. Then use these models to drive both process optimization and operational decisions.
If these six steps seem easier said than done, consider engaging a partner to help.
CSC has experienced industry experts to help meet integration management needs. And we work with a strong partner ecosystem that features a long list of industry leaders, including ServiceNow, Red Hat/Ansible, Dynatrace, Flexera, Microsoft and Turbonomic.
With the right partner ecosystem and the right methodology, your organization can capitalize on the opportunities that IDSM provides, while increasing the efficiency and effectiveness of not just IT processes but business processes. You can also lower costs and risk while increasing your leadership, effectiveness and skill.
For both IT and the business, that’s a winning combination.
Read more in the white paper, “IDSM: The Key to Managing Today’s Digital Enterprise.”
JP Morgenthal is CTO, Digital Applications, Americas, and a CSC Distinguished Engineer. He has been delivering IT services to business leaders for the past 30 years and is a recognized thought leader in applying emerging technology for business growth and innovation. JP’s strengths center around transformation and modernization leveraging next-generation platforms and technologies.
Chris Swan is CTO for Global Infrastructure Services at CSC, where he directs the vision, strategy and architecture for CSC’s infrastructure and managed services portfolios including cloud, workplace, data center, platform and service management. Chris also leads CSC’s shift towards infrastructure as code and being a data-driven delivery organization.