Author: GWIT

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ESM GBS Productivity service management

From ESM to GBS. Are we finally breaking the silos

From ITSM to GBS, via ESM
From ITSM to GBS, via ESM

Enterprise Service Management, or ESM, set out to reduce duplication and improve collaboration between business functions. The approach was to take what worked in IT service management and apply it to areas like HR, Finance and Facilities. With shared processes and a single platform, services could become more consistent, easier to manage and more focused on the user experience.

In practice, progress has been mixed. Some functions adapted well. Others continued working in isolation. While the technology has evolved, the operating models have often remained fragmented.

In recent months, the language has started to shift. More organisations are now referring to Global Business Services, or GBS. With that shift comes a different level of ambition and complexity.

How GBS differs from ESM

Where ESM often focused on tools, portals and process alignment, GBS takes a broader view. It considers how services are structured, governed and funded. It looks at the whole operating model, not just the interface.

GBS puts more emphasis on standardisation, customer experience, and joined-up delivery. It also requires shared accountability across multiple functions. While ESM often began in IT, GBS is usually business-led and covers a wider scope from day one.

Understanding the journey from shared services to GBS

Many organisations began by creating shared service centres to consolidate activities like payroll, IT support or procurement. These centres focused on efficiency, standardisation and cost savings within individual functions.

GBS takes that model further.

It builds on shared services but adds layers of integration, governance and customer focus. Rather than having separate shared service teams for each function, GBS promotes a single, enterprise-wide model. Services are grouped into families, processes are aligned, and performance is measured across the organisation, not just within silos.

Where shared services often report into functional leadership, GBS tends to have cross-functional governance and a more strategic role in shaping how services are delivered. It is less about consolidation and more about coherence, experience and adaptability.

What happens when GBS is only partial

Some organisations have taken a first step by creating a GBS function that covers a handful of services across HR, Finance or Facilities, but not the full range. IT might still sit outside of GBS. Many core functions might still run separately, with only limited coordination.

In this kind of hybrid model, the user experience can quickly become fragmented. For example, someone needing payroll support might receive part of the service through GBS, and part through their HR business partner. Different systems, different processes and different levels of responsiveness can make the experience confusing or inconsistent.

Is this something you recognise?

How are you planning to grow the scope of your GBS without overwhelming teams or disrupting established ways of working?

What does a sensible transition look like, and how do you reduce the impact on the user experience while expanding?

Is your organisation on that journey

Some have well-established GBS structures with shared service centres, cross-functional governance and dedicated transformation teams. Others are still using the language of ESM, even if the goals are beginning to align with GBS thinking.

And some are caught between the two. They are scaling shared services, but without a clear strategy or integrated way of working.

Key challenges for GBS teams over the next 12 months

  1. Moving from functions to shared services
    Many organisations are still structured around departments. True service alignment means designing around the user journey, not the org chart.
  2. Planning across functions
    Roadmaps are often created in silos. Without joint planning, it is hard to deliver services that work well across IT, HR, Finance and other areas.
  3. Measuring what matters
    Metrics tend to reflect internal priorities rather than end-to-end value. GBS teams need to focus more on customer outcomes and shared performance goals.
  4. Managing ownership and funding
    It is still unclear in many organisations who funds and governs a shared service. Without clarity on decision-making and priorities, progress slows.
  5. Avoiding change fatigue
    Many teams are already stretched. If GBS is introduced as another layer of transformation, it can meet resistance. The benefits need to be clear, and the approach needs to feel manageable.

What about AI and automation

AI is appearing in every transformation conversation. It can be useful, but only when the basics are in place. Without good knowledge management, clear service definitions and aligned processes, AI will struggle to add value.

Some organisations are discovering this the hard way. The promise of automation often runs ahead of what is actually achievable. GBS success still depends on human input, structured content and well-designed services.

What makes GBS work in practice

In programmes that make real progress, a few things tend to stand out.

  • Strong business ownership with support from IT
  • People who can connect strategy and delivery
  • Shared design principles across service areas
  • A focus on customer experience, not just internal efficiency
  • Bridge-builder roles that help teams align without forcing uniformity

What does your GBS journey look like?

Are you still using the ESM model, or has your organisation moved towards something more structured and scalable?

What has helped you make progress?

What has slowed things down?

I am always keen to hear from others working in this space. Whether your organisation is just starting out or already delivering services at scale, feel free to share your experience. These conversations help all of us to learn and improve.

In the coming weeks, I will post more reflections based on recent work. That includes what helps teams collaborate across business functions, and what kind of roles can make the biggest difference.

If you’d like to share your thoughts or see how others are approaching this journey, you can join the conversation on LinkedIn, or get in touch via hello@gwit.ltd

Categories
Bridge-builder Digital Transformation Discussion topic service management

Why every ServiceNow client needs a bridge-builder

Why every ServiceNow client needs a bridge-builder
Why every ServiceNow client needs a bridge-builder

ServiceNow® continues to lead in enterprise service transformation, with over 8,400 customers worldwide, including more than 2,100 clients spending over $1 million annually. Its ecosystem spans thousands of partners, each bringing their own methodologies, tools, and pace.

While this scale is a strength, it can also be a challenge.

Organisations adopting ServiceNow often face a gap – between what the business needs and what the partner delivers. That’s where a bridge-builder comes in.

The value of a bridge-builder

A bridge-builder is an experienced consultant who connects the dots between client ambition and partner delivery. They speak both languages – strategic outcomes and delivery detail – and help avoid the disconnects that can derail programmes or lead to shelfware.

Five reasons to bring in a bridge-builder

  1. Unify the vision
    Ensure every party shares the same goals, priorities and definition of success – before the build begins.
  2. Translate between business and technical
    Clarify jargon, challenge assumptions, and make sure no key detail gets lost in translation.
  3. Spot risks early
    Identify where gaps exist in scope, governance, or capability – and fix them before they grow.
  4. Keep the partner focused
    Support healthy challenge and alignment, ensuring partners stay on course and add value where it matters.
  5. Drive long-term value
    A bridge-builder looks beyond go-live. They help design a service model that scales and improves over time.

A final thought

In a platform as powerful – and complex – as ServiceNow, it’s easy for ambition to outpace implementation. A bridge-builder helps keep it real, practical, and moving forward.

If you’d like help bridging the gap between your ServiceNow goals and partner delivery, let’s talk.

ServiceNow is a registered trademark of ServiceNow, Inc. This article is independent and not affiliated with or endorsed by ServiceNow.

Categories
It support IT team structure knowledge Secrets of the IT department

Behind the drawbridge – Secrets of the IT department

Lifting the drawbridge - Secrets of the IT department
Lifting the drawbridge - Secrets of the IT department

Like them or loathe them, all employees will need, at some point, to interact with the support services offered by the IT department. In this series of short articles, we uncover some of the secret workings of the IT department, finding out what is jargon and what is just common sense that can apply to all of us, regardless of our role, work, or profession.

Welcome to the final instalment of our series, uncovering the mysteries of the IT realm. This time, we’re venturing into the fortress that houses our IT champions, understanding their roles and the walls they guard.

The watchful gatekeepers – Tier 1 support

Imagine a castle’s main entrance, guarded by sentries who ensure safety and provide initial guidance. Tier 1 support is pivotal, addressing common queries and directing you to the right chamber.

‘Shift-left‘ approach unveiled

Nestled within this castle is a strategic shift – a concept called “shift-left”.

  • The heart of it – essentially, it means equipping our gatekeepers with more knowledge and tools typically reserved for inner chamber experts.
  • Your direct benefit – faster solutions without traversing multiple castle hallways. It’s as if our sentries now possess a detailed map of the entire fortress.
  • Empowering the vanguard – with extensive training, the Tier 1 team becomes adept at handling a broader range of challenges.
  • Efficiency refined: As the frontline resolves more queries, the castle’s inner sanctum experts can focus on specialised issues.

The inner circle experts – Tier 2 & Tier 3 support

Venture deeper into the castle, and you’ll encounter knights and scholars – those who handle specialised challenges. They are the ones you seek when a problem is unique or intricate.

The Grand Library – the knowledge base

Housed in a magnificent hall is a vast collection of scrolls and books – answers to frequently asked questions and detailed documentation. Before seeking an audience with experts, a visit here might provide the answers you seek.

The master builders

In the castle’s workshops, these artisans ensure the fortress remains modern, fortified, and equipped. Similarly, IT teams continuously enhance and maintain software, ensuring security and introducing new features.

Golden tips for navigating the IT castle

  • Seek with clarity
    When engaging with the gatekeepers, precise queries lead to faster solutions.
  • Patience in exploration
    Deeper chambers take time to reach but rest assured, expert guidance awaits.
  • Explore the Grand Library
    Delving into the knowledge base often illuminates answers, sparing you a lengthy quest.
  • Maintain your armour
    Regularly updating your systems ensures you’re always ready for challenges.

In this concluding piece of our enlightening journey, we’ve lifted the portcullis to the IT department’s castle, revealing its intricate chambers and dedicated inhabitants.

Over the series, as we’ve meandered through each corridor and interacted with its guardians, we hope you’ve gained a newfound appreciation for IT’s roles and expertise.

This series has built bridges of understanding, allowing you to navigate the expansive realm of IT with confidence and curiosity. Remember always to cherish the knights and scholars behind the scenes.

Links to the earlier articles can be found here:

Categories
Internet of Things Secrets of the IT department

Internet of Things explained – Secrets of the IT department

Internet of Things explained - Secrets of the IT department
Internet of Things explained - Secrets of the IT department

Like them or loathe them, all employees will need, at some point, to interact with the support services offered by the IT department. In this series of short articles, we uncover some of the secret workings of the IT department, finding out what is jargon and what is just common sense that can apply to all of us, regardless of our role, work, or profession.

Nothing to do with a web for spiders

Welcome to the ninth instalment in our series of IT secrets. Today, we’re looking into the world of the Internet of Things (IoT). Think of IoT like a team of scouts, each collecting bits of information from their surroundings to make smarter decisions for the group. Except, instead of scouts, they’re digital devices that are everywhere – in your home, your car, even on the factory floor. Let’s uncover how this network of connected things impacts our lives and what we can do to interact with it safely.

What is the Internet of Things?

The Internet of Things consists of smart devices that can gather data and communicate with each other over the Internet. Think of your smartphone turning off your home lights when you leave, or a sensor at a supermarket that tracks inventory levels. These devices are your eyes and ears in a digital landscape, capturing real-time data and feeding it to a more extensive system for analysis.

Key elements of IoT

  • Sensors – Imagine a weather station collecting data on temperature, humidity, and wind speed. These are your sensors in IoT, collecting raw data for analysis.
  • Connectivity – Consider a road filled with signposts directing you where to go. In the IoT realm, connectivity is that road facilitating data flow between devices.
  • Data processing – Picture an experienced chef taking essential ingredients and turning them into a gourmet meal. Data processing in IoT refines raw data into actionable insights.
  • User interface – This is like the dashboard in your car, showing your speed, fuel level, and other vital stats. In IoT, the user interface displays data in a digestible format, often on a device like a smartphone or a computer.

Top tips for navigating the IoT world safely

  1. Change default settings: Treat your IoT devices like your house. You wouldn’t keep the default lock, so change the default username and password.
  2. Regular updates: Make sure you keep the software of your devices updated, much like keeping your car well-maintained.
  3. Network segmentation: Just as you keep your valuables safe and separate from your everyday items, keep your IoT devices on a different network from your primary devices like laptops and smartphones.
  4. Two-Factor Authentication (2FA): Like using both a key and a passcode to access a secured area, enable 2FA for your IoT devices when possible.

The benefits of IoT

  • Improved efficiency: Think about a smart thermostat that learns your preferred temperatures and adjusts automatically, saving you money on energy bills.
  • Enhanced safety: Imagine a connected smoke alarm that not only sounds an alarm but also sends notifications to your phone.
  • Better decision-making: If your smartwatch tracks your sleep patterns and suggests changes, you can make informed decisions for better sleep quality.

Your thoughts?

Feel free to share your experiences and thoughts on IoT. Over the past nine articles, we’ve explored various topics ranging from the basics of IT support to cybersecurity and cloud computing. All these elements, including IoT, play crucial roles in our professional and personal lives.

Stay tuned for our final article in this enlightening series, where we will delve into another key area that affects us all, IT-related or not.

Categories
Cloud Cloud computing Secrets of the IT department Storage

Cloud computing and storage – Secrets of the IT department

Cloud computing and storage - Secrets of the IT department
Cloud computing and storage - Secrets of the IT department

Like them or loathe them, all employees will need, at some point, to interact with the support services offered by the IT department. In this series of short articles, we uncover some of the secret workings of the IT department, finding out what is jargon and what is just common sense that can apply to all of us, regardless of our role, work, or profession.

The invisible vault that’s closer than you think

Welcome to the eighth article in our enlightening IT secrets series. Today, we’re exploring the jargon-filled universe of cloud computing and storage. Forget about those fluffy white formations in the sky; we’re talking about a robust, invisible digital vault. Much like a bank secures your money, the cloud safeguards your digital belongings – documents, photos, or applications – and makes them accessible no matter where you are.

What is cloud computing and storage?

At its core, cloud computing and storage involve managing and storing data and applications over the internet rather than on physical hardware in your home or office. It’s like renting a storage unit for your furniture and personal belongings, but you’re storing digital data this time. You store your digital assets online, and the ‘landlord,’ or the cloud service provider, handles the maintenance and security. The best part? You can access these assets from anywhere in the world, as long as you have an internet connection.

Why cloud computing and storage matter

You might wonder why you need to understand cloud technology if you’re not an IT professional. Well, cloud technology is increasingly becoming a part of everyone’s life. For instance, when you collaborate with colleagues on Google Docs, you use the cloud. When you store your holiday photos on services like iCloud or Dropbox, you’re also relying on the cloud. It’s like having a digital filing cabinet that you can access anytime, anywhere, making it a practical tool for work and personal use.

Key elements of cloud computing and storage

  • Public cloud – Think of a bustling public library where you can borrow any book but can’t control who else is in the building. Similarly, a public cloud is available to everyone and maintained by providers such as Amazon AWS or Google Cloud. Because it’s shared, it’s generally less expensive but offers less control.
  • Private cloud – Imagine a members-only golf club where only members and their guests can enter. In the digital world, a private cloud is for a specific organisation. This setup provides more control over data and applications but often costs more.
  • Hybrid cloud – Consider this the wardrobe of someone who lives in a city with very varied weather. They might have sundresses, heavy coats, and everything in between. A hybrid cloud allows you to mix and match, using public for some functions and private for others, depending on your specific needs and security requirements.
  • Infrastructure as a Service (IaaS) – It’s like renting an empty shop space for your business. You get the basic walls, electricity, and plumbing, but you’ll need to bring in your inventory, cash registers, and decor. In IaaS, you rent basic computing resources on which you install your software and applications.
  • Platform as a Service (PaaS) – Imagine a co-working space where not only is the space provided but also the desks, chairs, printers, and coffee machines. PaaS offers both the infrastructure and the software tools you need to build applications.
  • Software as a Service (SaaS) – Consider this the digital equivalent of a magazine subscription. You don’t own the magazines, but you get new issues regularly that you can read. Similarly, you don’t own the software but pay a fee to use it, like Microsoft 365 or Adobe Creative Cloud.

Top tips for making the most of cloud services

  1. Understand your needs
    It’s similar to grocery shopping with a list. Knowing what you need helps you choose the right cloud services for your situation.
  2. Check security features
    Ensure the cloud service provider offers robust security features like encryption and multi-factor authentication (MFA). It’s like double-checking that a car you’re considering buying has airbags and good crash test ratings.
  3. Backup your data
    Think of this as having a first aid kit at home; it’s a safety net. Always keep a separate copy of important data stored in another location.
  4. Understand the costs
    Imagine comparing gym memberships to find the best value for what you need – pools, saunas, or specific classes. Similarly, know what you’re getting for the price you’re paying in cloud services.
  5. Use Multi-Factor Authentication (MFA)
    This is akin to having both a lock and a security camera at your front door. With MFA, even if someone guesses your password, they’ll still need a second form of verification to access your data.

The benefits of good cloud management

  • Accessibility: Imagine entering your home with a digital key that you can share with family members. In the cloud, your data is accessible from any internet-connected device, offering flexibility and convenience.
  • Cost-efficiency: Think of using a bicycle-sharing service instead of buying a bike. You use it when you need it, avoiding the cost and hassle of ownership. Cloud services are similar; you pay for what you use, eliminating the need for expensive hardware.
  • Security: Like a safe deposit box in a bank that requires multiple keys to open, reputable cloud providers have robust security measures. They use encryption, multi-factor authentication, and other tactics to protect your valuable data.
  • Scalability: Consider a house with an adjustable design where walls can be moved to create new rooms as your family grows. In the cloud, you can quickly expand your storage and services as your needs evolve, usually with just a few clicks.

A look back at the series

This article is the eighth in a series that covers everything from incident and problem management to change, asset, and service level management, as well as the critical subjects of business continuity, disaster recovery and cybersecurity.

We hope you find these insights helpful. The next topic in our series will reveal more behind-the-scenes secrets from the world of IT that directly impact each of us, whether we’re in an IT role or not.

Categories
cybersecurity Secrets of the IT department

Cybersecurity explained – Secrets of the IT department

Cybersecurity explained - Secrets to the IT department
Cybersecurity explained - Secrets to the IT department

Like them or loathe them, all employees will need, at some point, to interact with the support services offered by the IT department. In this series of short articles, we uncover some of the secret workings of the IT department, finding out what is jargon and what is just common sense that can apply to all of us, regardless of our role, work, or profession.

Cybersecurity explained

Welcome to the seventh instalment of our series. Today, we’re focusing on the topic of cybersecurity.

What is cybersecurity, and why does it matter?

Imagine cybersecurity as locking the doors and windows of your house when you leave. You wouldn’t want anyone to get in and steal your valuables. The same principle applies to the digital ‘house’ that is your computer or smartphone.

Cybersecurity is akin to a digital security system for your computer and online activities. It protects your digital assets, such as your personal information and work-related data, from risks such as hacking and phishing scams.

Key elements of cybersecurity:

These include:

  • Firewall – Imagine a security guard stationed at a building’s entrance. A firewall functions similarly, scrutinising who or what can access or leave your network to ensure only safe interactions occur. Consider it your initial shield against external threats.
  • Antivirus software – Picture your immune system warding off viruses. Antivirus software serves as your computer’s built-in defence mechanism, actively scanning and neutralising harmful files or programs.
  • Virtual Private Network (VPN) – Envision a private, secure tunnel through which your data travels. This is especially crucial when using public Wi-Fi, akin to a bustling town square where private conversations should remain private.
  • Two-factor authentication (2FA) – Think of it as a secondary lock for your door. After inputting your password, you’ll typically receive a text message with an additional code to provide an extra level of security.
  • Phishing awareness – Visualise a fisherman casting a baited hook into a pond, hoping to get a bite. Phishing emails or messages may appear legitimate but are traps set to capture your personal information. Being aware of these deceptive practices can save you considerable hassle.

Useful cybersecurity tips for everyone

  • Use strong and unique passwords
    Picture the keys to your house; you wouldn’t use a flimsy key that could easily break or be duplicated. In the same way, using strong and unique passwords makes it harder for intruders to gain unauthorised access. Combine upper and lower-case letters, numbers, and special symbols to create a robust password.
  • Be cautious with email attachments and links
    Imagine receiving a letter in the mail that you weren’t expecting. You’d likely be cautious about opening it. Apply the same caution to email attachments and links, especially from unknown sources. Hover over links to see where they lead before clicking, and scan attachments for malware if you’re unsure about the sender.
  • Be wary of public Wi-Fi
    Using public Wi-Fi is akin to having a conversation in a crowded café — you never know who might be listening. Avoid performing sensitive tasks, like online banking, when connected to a public Wi-Fi network. If you must, use a VPN for an extra layer of security.
  • Stay informed
    Knowledge of the latest cyber threats is akin to staying updated with the weather forecast. It helps you prepare for what’s coming. Follow reputable cybersecurity blogs or social media accounts to keep yourself in the loop.
  • Enable Multi-Factor Authentication (MFA) or Two-Factor Authentication (2FA)
    Consider this as adding an extra security checkpoint at an airport. After going through the initial security screening, you sometimes have to pass through additional checks. It might seem cumbersome, but it adds a crucial layer of security. In the same way, enabling MFA or 2FA on your accounts requires a second form of identification beyond just your password. This could be a text message sent to your phone or a biometric method like a fingerprint. Even if someone cracks your password, they’d still need this second piece of information to gain access.

The benefits of good cybersecurity practices

  • Data protection – Keeping your digital valuables safe is akin to locking away your jewellery or important documents in a physical safe. By using encryption techniques and secure storage solutions, you can safeguard sensitive information like your medical records or confidential business data from unauthorised access.
  • Financial security – Protecting your online bank account is as crucial as guarding a wallet full of cash. With the right cybersecurity measures like strong, unique passwords and two-factor authentication, you can drastically reduce the risk of fraud or identity theft that could otherwise drain your bank accounts or max out your credit cards.
  • Operational integrity – A cybersecurity failure can be likened to a broken lock on your front door; anyone can gain access, disrupting your daily activities. For businesses, this can mean service outages that frustrate customers and lead to loss of revenue. Solid cybersecurity protocols ensure the smooth running of personal and professional digital spaces.
  • Legal compliance – Meeting cybersecurity guidelines and regulations can save you from hefty fines and legal trouble, much like following the road rules saves you from getting a speeding ticket. Failing to protect customer data in some industries can have severe legal consequences, damaging your finances and reputation.

A look back at the series

This article is the seventh in a series that covers everything from incident and problem management to change, asset, and service level management, as well as the critical subjects of business continuity and disaster recovery.

Each instalment has been crafted to break down complex IT topics into relatable terms and scenarios, making them accessible reads for IT and non-IT folks alike. If any of these areas intrigue you, please check out the previous articles in the series.

Feel free to share your stories and insights. Our next instalment will tackle another topic that impacts us all, so stay tuned.

Categories
business continuity disaster recovery Secrets of the IT department

When disaster strikes – Secrets of the IT department

When disaster strikes - Secrets of the IT department
When disaster strikes - Secrets of the IT department

Like them or loathe them, all employees will need, at some point, to interact with the support services offered by the IT department. In this series of short articles, we uncover some of the secret workings of the IT department, finding out what is jargon and what is just common sense that can apply to all of us, regardless of our role, work, or profession.

Welcome to the sixth instalment in our series of IT secrets. This time, let’s delve into the complex worlds of disaster recovery and business continuity. Think of it as the contingency plans laid out by the emergency services for a large public gathering like the Notting Hill Carnival. There are backup routes, emergency services on standby, and contingencies for almost anything. Similarly, your IT department has its plans ready to activate at a moment’s notice.

What disaster recovery and business continuity means. Are they two different things?

While both terms often get used interchangeably, they serve different but complementary roles. Business continuity focuses on long-term plans and can include elements outside of IT, like supply chain issues or employee training. On the other hand, disaster recovery is specific to IT and aims to restore critical systems as quickly as possible after a disruption.

Why disaster recovery and business continuity matter

This might seem like IT jargon, but it’s far more universal. A robust disaster recovery and business continuity plan can positively impact every area of your work life, keeping you and your projects on track while protecting the wider organisation.

Key elements of disaster recovery and business continuity

These include:

Disaster recovery plan (DRP) – Think of a data centre responsible for operating ATMs across the UK going offline. A DRP would outline steps to restore these critical services quickly.

Business continuity plan (BCP) – Picture your local supermarket. If a power outage knocked out their refrigerators, they’d use backup generators to keep the food fresh. Just like that, a BCP focuses on ensuring that essential functions continue to operate during and after a disruption by implementing alternative plans like remote working.

Recovery time objective (RTO) – Imagine your corporate email server crashes. RTO would measure the maximum time you can afford to be without your emails before it severely impacts business. Could you go for a day or just a few hours?

Recovery point objective (RPO) – If you deleted an important work file, this measures how old the backup file can be for you to work normally. Is a backup from yesterday sufficient, or do you need one from an hour ago?

The benefits of doing this well

  • Operational resilience – Yyou’re the sort of person who knows alternative routes when there’s a tube or train strike. In the same way, a well-executed plan means your organisation adapts and recovers faster from unplanned events.
  • Financial protection – Just like having good insurance coverage for your car, a robust disaster recovery plan reduces downtime and financial losses.
  • Customer trust – If the London Underground constantly broke down, you’d lose faith in it quickly. A solid disaster recovery plan builds trust in your organisation.
  • Legal compliance – Proper planning saves you from operational headaches and potential legal issues.

Your thoughts

Feel free to share your stories and insights. The next topic in our series will focus on the basics of cybersecurity, another area that directly impacts everyone, whether you’re in IT or not.

This article is the sixth in our series that uncovers the secret workings of the IT department. We’ve covered various topics, including incident management, problem management, change management, asset management, and service level management.

Each instalment has been crafted to break down complex IT topics into relatable terms and scenarios, making them accessible reads for IT and non-IT folks alike. If any of these areas intrigue you, please check out the previous articles in the series.

Categories
Asset management Discussion topic Secrets of the IT department

The inventory you didn’t know existed – Secrets of the IT department

The inventory you didn't know existed - Secrets of the IT department
The inventory you didn't know existed - Secrets of the IT department

In this series of short articles, we uncover some of the secret workings of the IT department, finding out what is jargon and what is just common sense that can apply to all of us, regardless of our role, work, or profession.

Did you know that mismanaging IT assets could cost your company thousands of pounds? Whether you’re a fan of your IT department or not, there comes a time when everyone needs to interact with them. After exploring service level management in our last article, today we’re diving into the fascinating world of asset management.

What is asset management?

Asset management in IT is all about keeping track of the hardware and software that make your organisation tick. Think of it like organising your kitchen. You need to know where every utensil is, its condition, and when to replace it. In IT terms, hardware refers to the physical components like computers, monitors, and printers, while software includes programs like Microsoft Word or your favourite mobile app.

Why asset management matters

Organisations need effective asset management to save time, money and other resources that might otherwise be wasted on unused or redundant technology. Moreover, compliance with licenses and contracts is crucial to avoid legal ramifications.

Key elements of asset management

These include:

  1. Software licenses – ensure that your organisation legally owns the software it uses
  2. Hardware inventory – a list of all hardware devices and where they are located
  3. Lifecycle management – tracking an asset from acquisition to disposal
  4. Compliance checks – regular audits to ensure that all assets are being used per relevant laws and agreements.

The benefits of doing this well

Effective asset management isn’t just about saving money; it’s about creating a more efficient and secure environment. Just like a well-organised warehouse ensures faster customer delivery, effective asset management ensures smoother operations and better service across the board.

  • Cost savings – avoid unnecessary purchases and get the most out of your existing assets.
  • Compliance – stay within the legal boundaries of software licenses and contracts.
  • Efficiency – streamline daily operations by knowing what you have and where it is.
  • Security – identify and mitigate potential risks tied to outdated or unaccounted-for assets.

Example: A school library

Imagine asset management as a school library’s system to track books, DVDs, and computers. It would be a mess if the librarian didn’t know which items were checked out, by whom, and for how long.

Example: Your personal belongings

In a household context, consider it as keeping an inventory of your valuable belongings for insurance purposes. You would want to know what you have, its condition, and its worth.

Your thoughts

Now that you’re familiar with how asset management works behind the scenes, how does this change your perspective on the IT department and how they support you? Feel free to share your stories and insights.

This article is the fifth in our ‘Secrets of the IT Department’ series, aiming to demystify the essential elements that keep IT running smoothly. Keep an eye out for our next insightful piece.

Categories
Discussion topic Secrets of the IT department service management

Measure and improve – Secrets of the IT department

Measure and improve - Secrets of the IT department
Measure and improve - Secrets of the IT department

Like them or loathe them, all employees will need, at some point, to interact with the support services offered by the IT department. In this series of short articles, we uncover some of the secret workings of the IT department, finding out what is jargon and what is just common sense that can apply to all of us, regardless of our role, work, or profession.

After exploring incident, change, and problem management, it’s time to delve into how IT departments ensure that all these components work together harmoniously. Think of service level management as the local council that ensures the UK’s National Health Service, rubbish collection, and local schools operate efficiently and meet the community’s needs.

What is service level management?

Service level management involves defining, managing, and tracking the quality of IT services. It sets expectations, measures performance against them, and suggests improvements to ensure IT services meet business needs and objectives.

Why service level management matters

The quality of service provided is crucial for any organisation. It can significantly impact customer satisfaction, operational efficiency, and profitability.

Key elements of service level management

These include:

  1. Service level agreements (SLAs) – contracts that outline the quality of service expected
  2. Experience level agreements (XLAs) – these focus on the quality of the user experience, rather than just the technical metrics
  3. Key performance indicators (KPIs) – metrics used to measure and evaluate service quality
  4. Regular reviews – periodic assessments to check if services are meeting the defined expectations.

The benefits of doing this well

By employing strong service level management, organisations can realise several significant advantages, including:

  • Competitive advantage – by consistently delivering high-quality services, your organisation stands out in the market.
  • Risk mitigation – SLAs and ongoing monitoring help you identify and rectify issues before they escalate, reducing financial and reputational risks.
  • Strategic alignment – well-defined service levels help align IT operations with your organisation’s broader objectives.
  • Enhanced scalability – effective management provides the framework for scaling services up or down based on demand, enhancing operational flexibility.
  • Data-driven decision-making – metrics and KPIs provide actionable insights contributing to the organisation’s long-term success.

Example: Train services

Imagine service level management as the body that ensures UK trains run punctually, are clean, and offer good customer service. They set the benchmarks, measure performance, and implement improvements.

Example: A busy café

In a café setting, service level management would monitor how quickly customers are served, the quality of the coffee, and customer feedback. Remedial action is taken to improve the service if any of these metrics fall below the defined standards.

Your thoughts

Now that you’ve learned how service level management impacts the quality of services you interact with daily, what are your thoughts? Feel free to share your stories and insights.

This article is the fourth in our ‘Secrets of the IT Department’ series, aiming to demystify the essential elements that keep IT running smoothly. Keep an eye out for our next insightful piece.

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Discussion topic Problem management Root cause Secrets of the IT department

When problems make things run more smoothly – Secrets of the IT department

Problems are good - Secrets of the IT department
Problems are good - Secrets of the IT department

Like them or loathe them, all employees will need, at some point, to interact with the support services offered by the IT department. In this series of short articles, we uncover some of the secret workings of the IT department, finding out what is jargon and what is just common sense that can apply to all of us, regardless of our role, work, or profession.

After diving into the workings of incident and change management, let’s explore another hidden secret of the IT department – this time, problem management. Think of it as the Sherlock Holmes of the IT world, based in a bustling London borough. It’s not just about responding to incidents or facilitating changes; its role is to investigate and uncover why those incidents happened in the first place.

What is problem management?

Problem management is the systematic approach to identifying the root causes of incidents, devising a fix, and preventing recurrence. Unlike incident management, which focuses on quick resolution, or change management, which ensures smooth transitions, problem management aims for long-term solutions.

Why problem management matters

Problem management aims to remove recurring incidents and minimise the impact on the services used across the company. It contributes to a more stable and reliable IT environment, saving time and money in the long run.

The problem management life cycle

The life cycle of problem management usually includes these stages:

  1. Problem identification – recognising recurring or significant incidents
  2. Problem categorisation and prioritisation – assessing the impact and urgency
  3. Root cause analysis – digging deep to find the actual cause
  4. Resolution and closure – implementing a long-term solution

Example: A leaky roof

Imagine a leaky roof in an office building. Fixing the leak is akin to incident management, but finding out why the leak happened in the first place is problem management. Was it poor construction or maybe ageing materials? Once identified, preventive measures can be put in place, using change management.

Example: The frequently crashing software

Let’s consider software that crashes frequently. Incident management will restart the software each time to restore service, but problem management will delve into why it crashes so often. Is it a bug or a hardware incompatibility? Upon finding the root cause, a permanent fix can be implemented, using change management.

The benefits of doing this well

Adopting a robust problem management strategy can lead to:

  • Operational excellence – organisations streamline their operations by identifying and eradicating root causes of incidents, leading to higher productivity and efficiency.
  • Financial savings – resolving the root causes of issues means fewer incidents and less downtime, translating into significant cost savings over time.
  • Increased customer loyalty – a stable, reliable system or service creates a better user experience, increasing customer satisfaction and loyalty.
  • Proactive risk management – identifying issues before they become incidents can mitigate potential risks, safeguarding the organisation’s reputation.
  • Business agility – understanding the root causes of problems provides valuable insights that can inform business strategy, allowing the organisation to adapt more quickly to market changes.

By embracing robust problem management, organisations resolve issues and turn them into opportunities for continual improvement.

Your thoughts

We’ve now cracked the case on problem management and its role in ensuring a hassle-free IT environment. Do you have any experiences where identifying the root cause of an issue led to a more effective, long-term solution? Share your stories and insights.

This is the third article in our ‘Secrets of the IT Department’ series. Don’t miss our future explorations into the often-overlooked facets of IT.