SMPO

It is not proper to view service management as a single project with a defined beginning and end, or something that you implement like hardware or software. Service management is a way of thinking and behaving that can start small and then expand incrementally to the entire organization.

 

Service management transforms an organization from a narrow focus on infrastructure and process to one that includes managing the services, experiences and outcomes. It needs the commitment and buy-in from leadership and executives, as well as all levels of management.

 

A conceptual organization called SMPO - Service Management Program Office - having the responsibility of supervision, coordinating and managing all the related efforts. SMPO can actually provide insight to risk issues and benefits of successful outputs.

 

SMPO represents few key interests:

-          Service provider organization

-          Customer

-          Service infrastructure

-          Service operations

-          Set standards for process design and documentation

-          Assisting in development of processes and procedures

-          Implement process governance and required corrective actions

-          Lead the ITSM tool selection

-          Spearhead standardization and integration

-          Outline functional terms of tool implementation

-          Develop metrics and reporting that matter

-          Lead continual service improvement efforts

 

Most organizations presently have people performing all or part of the above-mentioned. By bringing them together into a single service management program office they will have a better chance of a well utilized and established Service Management practice.