Business and personal life are both accelerating in terms of technology upgrades. When you can identify a personal need and almost immediately find a free app you can put on your phone, you start to wonder why technology at work seems to take forever. Traditional IT service management wasn’t great for speed, agility, and innovation. But that’s changing, with a concept called rapid IT service management.
An organization’s ITSM software can make a huge difference in how quickly technology can be rolled out and adopted, and organizations are growing more impatient with IT solutions that move at a glacial pace.
Why Is Rapid ITSM Necessary?
Rapid IT service management is a sign of the times. The pace of innovation (whether at work or at home) isn’t about to slow down, and this is forcing IT departments to think and behave differently. The old way of doing things, where IT would procure a product and then spend a year tailoring it to meet business needs had plenty of problems, including how slow it was and the fact that even after a bunch of customizations it might not have fulfilled needs well. Costs associated with maintenance, upgrades, and eventual replacement were substantial.
Today, businesses won’t put up with upgrades that take six months, because they’re used to being able to use things right out of the box. Rapid IT service management starts with a ready-made application as a foundation and extends it where necessary, which is made easier by customization tools that are more common today. Fast time-to-value is essential today, because funding rarely comes in a $10 million chunk for projects that take two years. It’s more likely to be a quarter of a million dollars and a few months’ time frame, so you have to act quickly.
How Does It Work?
Rapid ITSM is similar to business process improvement, using closed control to ensure continuous process improvement. The process is defined, it’s measured, metrics are compared to norms, problems are identified at the root, solutions are evaluated, and necessary changes are implemented and documented.
Think about your ITSM software for an example that hits close to home. A decade ago, IT probably customized the whole thing. Today, your solution is (or should be) usable and deployable right away. Today’s tools offer broadly applicable process flows, so you can use your ITSM software whether you’re a retailer or a tech startup, and you can use it outside of IT if you want. Many companies use the “Plan-Do-Check-Act” (PDCA) cycle as a way to deliver rapid ITSM, whatever type of technology they’re implementing.
The PDCA Cycle
The PDCA cycle is iterative and simple, and sometimes goes by other names (Deming Cycle, Plan-Do-Study-Act, etc.). Here are the steps:
- Plan – wherein you establish objectives necessary to deliver expected results, align plans with business outcomes, and design processes
- Do – in which you actually implement the new processes and ensure they’re working correctly
- Check – which involves measuring the new process, comparing results against what was expected, and identifying any differences and their causes
- Act – where you establish root causes of problems, determine solutions, and choose the best one
It’s a process that makes sense when rapid IT service management is expected.
Why Rapid IT Service Management Is the Future
Telling the executive suite that you need a year to carry out an upgrade just won’t fly in many organizations. But with rapid IT service management, starting with an application foundation and extending it to meet specific needs means you don’t have to operate on drawn-out time frames. The cloud is part of the driver of, and the solution to the demands for rapid IT service management, and when your organization uses ITSM software that’s flexible, powerful, and scalable, you lay a good foundation for providing terrific IT service management and doing it quickly.