[1] Introducing a Service Management Method

The purpose of a Service Management Method (SMM) is to support IT service organizations getting in control of their organization and their services, in a structured and methodical way, to achieve predictable results, in the shortest time, and at the lowest cost. A method is entirely different from a set of best practices, as described in popular frameworks like ITIL, COBIT, ASL, FITS, MOF, IT4IT, et cetera.

A method is independent of its application: the method itself doesn’t change if applied to small or large organizations, to health care or to government, or to any other line of business. Methods are the same, under whatever conditions they are used, independent of the organization, the selected technology, and the services delivered by that organization. Of course, a method can vary in use, depending or these very same factors, but that doesn’t change the method itself.

Best practices, on the other hand, illustrate how specific choices are presumed to reproduce the results of others. This is a dangerous presumption, as you do not know how this practice was realized. You do not have any information on the history, the culture, the people, and the management system of the organization that produced this specific practice.

It is for this very reason that best practices can generate high cost and little result, and methods can be extremely powerful - if you use them right. This posting is the first of a series I'm going to deliver on the topic of SMMs,  explaining some of the basic options for using an SMM that is built on a clear service management architecture.

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