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Re: How a major telecom improved IT service delivery and enhanced IT performance measurement

MylesS

This is a really great question. I think that there are going to become two forms of IT management--micro management and macro management. Micromanagement deals with discrete processes--the kind of things that the above telecom company is doing. Macro management, in contrast, deals with the value chain. As you know there are two that service management owns--detect to correct and request to fulfill. Here, we want use KPIs and metrics that cross the entire value chain. The bottom line as I remember David Cannon telling me is that everything comes down to the service and the customer--event, incident, problem, change, and the list goes on are really how we deliver services.

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About the Author

MylesS

Mr. Suer is a senior manager for IT Performance Management. Prior to this role, Mr. Suer headed IT Performance Management Analytics Product Management including IT Financial Management and Executive Scorecard.

Comments
chuck_darst

Myles, an interesting post. You have also written recently on the whole IT value streams concept. As I was reading this blog, I was wondering about the alignment with the value stream topic. Any more insight?

 

Great value stream ebook http://h30458.www3.hp.com/media2.php/EZINE/Discover_Performance_Value_Streams.pdf

 

Chuck

MylesS

This is a really great question. I think that there are going to become two forms of IT management--micro management and macro management. Micromanagement deals with discrete processes--the kind of things that the above telecom company is doing. Macro management, in contrast, deals with the value chain. As you know there are two that service management owns--detect to correct and request to fulfill. Here, we want use KPIs and metrics that cross the entire value chain. The bottom line as I remember David Cannon telling me is that everything comes down to the service and the customer--event, incident, problem, change, and the list goes on are really how we deliver services.

Matthew Lah

"The bottom line as I remember David Cannon telling me is that everything comes down to the service and the customer--event, incident, problem, change, and the list goes on are really how we deliver services."

 

There's hitting the nail on the head.

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