Comments for IT Service Management - Unlimited! http://itsm-unlimited.com Just another perspective... Sat, 19 Dec 2009 09:02:09 +0000 http://wordpress.com/ hourly 1 Comment on Outsourcing: IT Service or ITSM Process..? by hagel IT-Services Hamburg http://itsm-unlimited.com/2008/12/08/it-service-outsourcing-vs-it-service-process-outsourcing/#comment-11 hagel IT-Services Hamburg Sat, 19 Dec 2009 09:02:09 +0000 http://itsm-unlimited.com/?p=44#comment-11 Thanks for the article about ITSM! Thanks for the article about ITSM!

]]> Comment on ITIL’s ‘Product Manager’ for a Service! by jgeromel http://itsm-unlimited.com/2008/12/10/product-manager-for-a-service/#comment-8 jgeromel Sat, 14 Feb 2009 17:52:21 +0000 http://itsm-unlimited.com/?p=70#comment-8 I came across this blog posting that mentioned my comments regarding product management, and thought I'd elaborate more. The assumption that the term "product" is a more technical term is probably from the consumer or purchase of product vs. from the product creator's who understand the need for coordinating all aspects to ensure it's success. The term "service" itself sometimes get's confused with the traditional customer service role instead of what the service actually is. So that is why I sometime ask people to use the term solution in the early days. But, let's not focus on the difference of the terms product or service but talk about the product manager role. One good article on this is located at http://www.servicecatalogs.com/servicecatalogs/2006/04/gartner_report__1.html The product manager role (which is more prevalent at hw/sw providers, service/SaaS providers) is responsible for coordinating all activities from inception, requirements, development, release and retirement. The role can be broad (for smaller companies) or focus on a defined family of solutions or target customer segments (in larger organizations). I'm finding many IT organizations are now just starting to establish this role. Today, most focus on project and operations management, but with more emphasis on customer/business alignment are starting to build more strategy/relationship roles. In ITIL, as you build the service portfolio and group it according to your customer, their is the need to create strategy/rodmaps for those services (throught the lifecycle). That helps determine the portfolio investment prioritization. In these economic times.I'm starting to see more articles about making decisions on the financial cost and value of an organizations portfolio, which needs to be based on the entire portfilio of services provided by an IT organization (usually 75% of the organizations cost), not just new project (25). Hopefully the above helped. But I can elaborate more if anyone wants to continue the debate... I came across this blog posting that mentioned my comments regarding product management, and thought I’d elaborate more. The assumption that the term “product” is a more technical term is probably from the consumer or purchase of product vs. from the product creator’s who understand the need for coordinating all aspects to ensure it’s success. The term “service” itself sometimes get’s confused with the traditional customer service role instead of what the service actually is. So that is why I sometime ask people to use the term solution in the early days. But, let’s not focus on the difference of the terms product or service but talk about the product manager role. One good article on this is located at http://www.servicecatalogs.com/servicecatalogs/2006/04/gartner_report__1.html

The product manager role (which is more prevalent at hw/sw providers, service/SaaS providers) is responsible for coordinating all activities from inception, requirements, development, release and retirement. The role can be broad (for smaller companies) or focus on a defined family of solutions or target customer segments (in larger organizations).

I’m finding many IT organizations are now just starting to establish this role. Today, most focus on project and operations management, but with more emphasis on customer/business alignment are starting to build more strategy/relationship roles. In ITIL, as you build the service portfolio and group it according to your customer, their is the need to create strategy/rodmaps for those services (throught the lifecycle). That helps determine the portfolio investment prioritization. In these economic times.I’m starting to see more articles about making decisions on the financial cost and value of an organizations portfolio, which needs to be based on the entire portfilio of services provided by an IT organization (usually 75% of the organizations cost), not just new project (25).

Hopefully the above helped. But I can elaborate more if anyone wants to continue the debate…

]]> Comment on Outsourcing: IT Service or ITSM Process..? by K Joy Jimson http://itsm-unlimited.com/2008/12/08/it-service-outsourcing-vs-it-service-process-outsourcing/#comment-5 K Joy Jimson Sat, 03 Jan 2009 07:15:10 +0000 http://itsm-unlimited.com/?p=44#comment-5 Hey George, That was a great insight into the topic. It has indeed brought a change in my management and consulting approach. As mentioned, understanding the difference among these terms (process-wise) would definitely bring a change in the IT Infra mgmt of non-IT companies. Keep Posting. Cheers !!! Jim. Hey George,

That was a great insight into the topic. It has indeed brought a change in my management and consulting approach. As mentioned, understanding the difference among these terms (process-wise) would definitely bring a change in the IT Infra mgmt of non-IT companies.

Keep Posting.
Cheers !!!
Jim.

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