CSI, or Continual Service Improvement, is one of the more important processes when working with IT Service Management. To achieve good results when implementing IT Service Management you need to be able to measure, follow up and evaluate complete processes and not just separate parts at a time.
Showing a holistic picture of how functional your IT Services are yet another challenge while using System Center products. They are all sold under one System Center flag and yet are completely separate entities. Thus making your life hard once you realize that all of the separate bits and pieces are actually a part of one big puzzle.
Here is how we help our clients overcome the System Center segregation issue and enable them to have full visibility of their IT Service Delivery.
How are your Services doing?
IT Service Management is all about quality, control and efficiency. Plus, getting better at all of these over time.
Being able to understand if implementation of new processes and changes to the old ones results in better quality and more efficient resource utilization is the key to your ability to find the right path for further improvements.
This is why it becomes increasingly important to have the possibility to analyze an IT Service as one whole being and not a scattered bunch of unrelated processes. A technical failure affects incidents. A change request may produce unexpected technical side effects. These are just two examples which would be hard to keep track of with the default segregated System Center implementation.
So how well are your IT Services doing? Has the delivery gotten better over time? What else can you do to make your clients happier?
Introducing IT Service Analytics
If there is one thing that could make the life of an IT Service Manager much easier and simple, it would be a single data source fully centered around IT Services. Something like IT Service Analytics by Approved maybe? Here is a part of our data model. In this spider web you will find that everything is in some way connected to the IT Service:
By combining data from System Center Operations Manager (SCOM), Microsoft Operations Management Suite (OMS) and System Center Service Manager (SCSM) into one analytical solution you get full visibility of all the processes supported by the System Center Platform.
From Event, Capacity and Availability Management in SCOM and OMS to Service Request, Incident, Problem, Release and Asset & Configuration Management in SCSM.
Now you have all the possibilities in the world to start analyzing the potential shortcomings of current processes and visualizing just how successful and beneficial were the previous updates.
How about detecting abnormal behavior of technical components or Intercepting failures with time pattern recognition, but looking only at those relevant your service?
Or maybe a dashboard showing status of all critical components.
Implementing an analytical toolset that combines multiple data sources, with focus on your IT processes gives you that holistic perspective of your IT Service delivery most organizations are looking for. It enables transparency between the processes and the people working with them.
With all data in place there is now a way to actually predict behaviors within your datacenters and IT processes for a better quality and efficiency, but more important. You gain insight whether or not you get better at what you are doing.
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CEO, Solution Architect Operational Monitoring & Analytics at Approved Consulting
The experience as CEO and former CIO with an understanding of IT challenges, combined with the deep knowledge about Microsoft System Center, ITIL and Analytics is what led Jonas to unique IT business insight. This is what has made him stand out and drive successful implementations within Microsoft System Center.