In almost all cases, business expectations from IT can be
categorized as follows:
·
Core
Business Services: These are those services that most businesses use in
order to keep running their operational businesses. These include services like
Email, Telecommunication, Back-up and Recovery, Voice and / or Video
Conferencing, and so on. These may not directly enable any specific core
business processes but are definitely essential to keeping the businesses
going. Almost all IT organizations are expected to provide these and probably
other core IT services.
·
Business-specific
Business Services: The second set of services are those that directly
impact the ways business executes its core business processes and develop and /
or deliver its products and / or services to its end customers. Discovering and
aligning business services requires a clear identification and mapping of
business processes. Higher maturity IT organizations are now aiming to build
better appreciations of what their customers’ businesses really do. This
business knowledge enables IT organizations to achieve the following:
o
Achieve comprehensive understanding of those
business processes that truly enable business enterprises to generate revenue
and be profitable. Without these business processes, these business enterprises
would go out of businesses. For example, in retail banking today, online banking
is a must, in manufacturing industry, supply chain management is at the core,
and so on.
o
Identify areas for business process improvement
to ensure that IT is enabling efficient business processes and not the broken
ones. Enabling inefficient business processes is going to result in wasted
investments. This is a sensitive area and needs to be carefully managed.
Normally, business processes should be owned and, therefore, improved by the
business units and not IT. However, if IT discovers that a certain business
process is in-efficient or broken, it is critical to communicate this to the
customers / businesses and share the resulting impact so that appropriate
improvements can be made prior to automation.
o
If IT organization is able to clearly understand
business processes, it will be in a position to propose to the businesses /
customers innovative ways in which IT can enable these business processes.
Accordingly, business services are designed and developed that enable
achievement of business objectives.
Business Service Management ensures the enablement of
business processes by effectively managing all enabling IT components
end-to-end and measuring performance of these components in relation to
business performance.
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