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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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Change management Discussion topic Productivity Secrets of the IT department

Calm, not chaos – Secrets of the IT department

Calm, not chaos - Secrets of the IT department
Calm, not chaos - 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.

If our previous article on incident management was your introduction to the emergency services of the IT world, then think of change management as the town planner. It’s not just about responding to emergencies but laying out the whole town or city in a way that minimises accidents and traffic jams in the first place.

What is a change management?

Change management is the coordinated approach to transitioning from one state to another, especially when introducing new services, technologies, or processes. Unlike incident management, which is reactive, change management is proactive – it aims to prevent issues before they happen.

Why change management matters

A well-managed change process minimises the risk of service disruptions and improves the system’s overall effectiveness. This means fewer incidents to manage for organisations, better productivity, and happier clients.

The change management life cycle

Similar to incident management, change management also follows a life cycle:

  1. Request for change – identifying the need for a change
  2. Assessment and planning – evaluating the impact and preparing the roadmap
  3. Implementation – rolling out the change
  4. Review – evaluating the success and any lessons learned.

Example: Introducing a new office layout

Imagine your organisation has just expanded its team, leading to a need for additional workspaces. You can’t just move desks and computers without a plan – that’s where change management comes in. It ensures that everyone has access to what they need and that the transition is as smooth as possible.

Example: Upgrading the point-of-sale system at a shop

Let’s say you run a retail shop, and you’ve decided to upgrade your point-of-sale system. If not done correctly, this could result in chaos – unhappy customers and a drop in sales. A well-managed change process would ensure that all employees are trained on the new system and that backups are in place, minimising disruptions.

The benefits of doing this well

Implementing a robust change management strategy offers several advantages:

  • Business resilience – effective change management allows your organisation to adapt quickly to market shifts, new regulations, or emerging technologies.
  • Reduced downtime – a well-executed change reduces the risk of service disruption, thereby maintaining business continuity.
  • Optimised resources – efficient change management processes mean fewer resources are wasted, leading to more cost-effective operations.
  • Enhanced stakeholder trust – when changes are managed well, it instils confidence in both employees and customers, reinforcing their trust in the organisation’s competence.
  • Data-informed decision-making – the structured approach of change management ensures that decisions are backed by comprehensive assessments, making each change a calculated, strategic move.

Effective change management isn’t just about averting disaster; it’s about positioning the organisation for greater success through well-executed modifications and improvements.

Your thoughts?

Now that you have a grip on change management, we’d love to know how you’ve experienced change in your work environment. Was it seamless, or did it lead to a cascade of incidents? Share your stories and insights.

This is the second article in our series aimed at demystifying the IT department’s inner workings. Check back for more.