Infrastructure Service Management

Infrastructure Service Management: Avoiding Common Pitfalls

Avoid the following pitfalls when developing your Infrastructure service management strategy:

1. Building a Technology-Centric Service Catalog

Typically, Infrastructure service catalogs are designed bottom-up through detailed lists of technologies and labor tasks. The challenge is that a technology-centric service catalog places the burden of translation and analysis on the business user. Instead, teams should define services by thinking through the capabilities that users need to access as well as the business activities supported by IT systems.

2. Focusing Service Manager Development on Technical Skills Only

The best service managers can be up to five times more effective than their peers by developing critical skills such as strategy setting, customer engagement, negotiation and business domain knowledge. However, these skills are difficult to develop when service managers are focused only on operations and service level commitments.

3. Emphasizing Quantity of Cost Information Over Quality

Business partners are increasingly asking IT to provide greater financial visibility, but while standard cost-tracking methods show service expenses, they do not provide visibility into what business partners can do to control costs. Instead, leading teams identify the foreseeable and controllable cost levers that are significant to business customers and limit cost communications to these key messages.