Today’s enterprise portal encompasses all enterprise services and demands a simple, sustainable service management system at its heart. Attempting to adapt a single practice framework makes service management increasingly complex.
Today’s digital enterprise is leveraging multiple frameworks — ITIL, Scrum, COBIT, APQC, SCOR, IT4IT, NIST, ISO27001, and many others. The frameworks mentioned here are practice-oriented; they provide guidance on ways of performing tasks in actual situations. IT leverages ITIL, finance may use COBIT, and other business units may want to adapt APQC, Scrum or other ‘best practices’ based on their individual needs.
In 2015 I ran an IT Portal Boot Camp Series of webinars and talked about a one-stop IT shop which leveraged an IT portal and the ITIL framework. But attempting to ‘adapt’ a practice framework that was originally engineered for a specific business unit (such as ITIL for IT services) does not provide structural coherence with other practices within the organization.
A portal is a framework for integrating people and process across organizational boundaries, and this demands a unified service management system for the entire enterprise. USM provides a method for achieving this.
USM enables the enterprise to get in control of its service delivery, with a management system of 5 processes and 8 workflows.
“…Simplifying internal processes and structures will have positive impacts on the entire value creation capability of a company”
Deloitte
The Unified Service Management Method provides a standardized, unified link for sustainable supply chains in service ecosystems. The process model and standardized workflows are used by any organizational topology, leveraging any combination of practice frameworks for all internal and/or external service providers.
This step-by-step approach includes re-usable, standardized templates that easily apply to the entire enterprise and can be deployed incrementally. It improves interoperability between service teams by providing a level of standardization that does not limit localization of organizational structures or tooling.
“Managing complexity well can create … higher returns…lower costs…improved employee satisfaction…”
McKinsey
If you are re-evaluating your current ITSM tool, struggling with ITIL or other practice frameworks or are looking to achieve a customer-driven level of maturity it’s clear to me that a simple, sustainable management architecture (not a technology architecture!) is what should be defined first.
4me, The USM Method fits this bill perfectly.
To see if The USM Method is 4you too, contact me today!