When I think of "Marines", I don't think the generals or police military aircraft Harrier. I think always is "drill sergeants"! Why I think of "drill sergeants or drill instructors (DIS) could be the fact that when I was a kid, my father was. Its success made with sure recruits are "good for many" than "good of the few". But each camp started with standard processes that have evolved over the years 200 and adopted by all trainers drilling through the wire ".
So what you have "Marines" transform your agency information technology services could be a lean, mean, and everyone expects service? Everything! Start with the basics of coach manoeuvre; cut crew and basic clothing and basic training. You and your organization to begin the transition of the agency or organization with your core processes and procedures which have evolved over four decades of community-ITIL information technology.
ITIL (information technology infrastructure library) is the "library" of best practices that may evolve and adapt new technologies since 70. This library was created from best practices and methodologies of Community professionals actually do the work, and environmental management, and overcome trade barriers.
ITIL aims to align services with the Agency's business objectives, and provide competitive advantages to the agency or organization using best practices in areas such as financial management, change management, problem management, service level management configuration. Both the Federal and State and local will tell you the same thing, they want better service at less cost. What is "the best service at the lowest cost"? We should simply say business wants to correct amount of service in a timely manner with the least possible cost, to achieve these goals. Information technology should be organized as a business tool to reach its goal, as a start and stop services. Even if the agency work aims to provide social services benefits for citizens of the State at any time of day or night, then the Agency should only run on "information technology arm of the 24 * 7 * 366 (in leap year).
How you can transform your agency to deliver the correct amount of service in a timely manner with the least possible cost? Perhaps one shop like buzz, and consolidated economies of scale, ringiner, and concentrated methods first comes to mind. Enter "marine drill instructor" at Paris Island, recruits and standard test procedures that are used and documented, and refined over the years. Should do the same when you convert your organization using proven processes and refining were documented for decades in the library infrastructure "information technology information technology community. You don't have to create new "wheel"; you just have to choose the best "wheel" from the library and install it. "The wheel" which will use of ITIL already tested and used by hundreds of other organizations which have tangible results.
Maintaining service-level management and improve service quality through a continuous cycle of agreement, monitoring, and reporting to meet customers ' business objectives. Because your development process, you can probably ranging series on service levels provided to customers from 8 to 12 hours a day. Some end-users to obtain support 24 hours a day, weekend or holiday support, but most were support is usually via on-demand support. This could mean that there is no time more than 100 people being used to support on demand. Because there is no catalog service, end users may be trying in vain to provide citizens with services because their requests to the bottom and they don't know who to call.
With ITIL processes in service level management, you can eliminate bad service to end-users. Agreed service quality based on the needs of each agency, and monitored accordingly. Given to inter-agency collaboration, and a cascade of operational agreements by supporting other organizations to meet end-user needs. And all these services are measured. This process handles each Ministry responsible service levels rather than being responsible for the entire supply chain. This is useful because no one knows where the service is stopped, which in the series.
Problem management seeks to reach the root cause and initiate action to remove the error. With the development support in your agency, about 40 percent your support institutions on domestic cultivation systems (spending time writing and supporting applications that do not have operations ITIL "management problem" into them). There are 40 per cent of applications "incident management" which has some of the processes, but not used due to resource allocation, training or many other reasons. The remaining 20 per cent of your support teams that have built-in application with ITIL processes that use them can only affect small changes based on end-user where immediate control.
After you apply the proper ITIL compliant, but also using ITIL processes and best practices will help fix problems faster and keep problems from happening in the first place. And will support organizations with ITIL processes, classification and trend analysis, diagnosis and root cause of problems. With operational agreements in place with other support organizations, can be proactive about deleting problems instead of solving problems, and repeatedly. These processes will get to the root cause of problems and initiate necessary actions to remove errors.
Transformation of the organization takes time and resources, and effort. Most States and large organizations take more than 18 months to go through the incident management and managed growth and rest operations ITIL problem management service level management. As you notice, there is a mix of technology changes, people and process involved in this process of transformation. You cannot use "magic" transform your organization, you can only use the technology and processes. Transforming ITIL balanced approach across the enterprise support bring about simplification and efficiency while eliminating waste and reduce costs.
The speed with which agencies and organizations to apply information technology and improve its information technology has become more critical to their overall performance. The shift to service management solutions and services that can be performed using ITIL best practices and strategic short-term value, especially since "information technology" should continue to expand faster than the it budget allocations. ITIL will guide your organization in communicating with internal constituencies and end-user needs, providing information technology services and improving resource allocation, service levels and manage services from a financial perspective. By bringing this discipline "bottom-line" processes, your it in the same way as "Marines" discipline with drill instructors, you will be converting your organizations to closely will remain aligned with business needs and provide significant competitive advantages.
"Semper"
About the author
Mark Latham full-time establishment and implementation of service support and delivery of services to federal, State and private organizations. And over the events of "national support; instructs managers on how to take waste from their operations, and is ITIL certified. He is serves as Vice President of customer solutions "in the" Std "," business process outsourcing "in Atlanta, Georgia.
