Using 4 dimensions of ITSM to cater demands generated by Digital Transformation Abstract

Digital Transformation is transformation of business by revamping business strategy or digital strategy, models, operations, products, marketing approach, objectives etc., by adopting digital technologies. Digital Transformation places unprecedented demands on IT function. The successful completion of this Digital Transformation is heavily depending upon the IT function of the business. Traditionally operated IT function may not be able to support the Business to achieve the required results and may not be able to cope up with the business agility. ITIL4 is the latest version of highly accepted framework ITIL (Information Technology Infrastructure Library) applicable in IT Service Management (ITSM) domain. This article will give overview of the concept of ‘4 Dimensions of Service Management’ described in ITIL4 and how these 4 dimensions will enable IT Function to cater the unprecedented demands raised by Business to support the successful completion of Digital Transformation.

Using 4 dimensions of ITSM to cater demands generated by Digital Transformation

Now-a-days, Information Technology is a key for any business as it helps business in two ways. Huge amount of data / information is generated during execution of various business activities. Business needs a means to capture, store and retrieve this information in meaningful manner so that this information can be analyzed and used to take appropriate business decisions. Information technology helps business to implement required mechanism to manage the information lifecycle. Secondly Information Technology helps business to automate business processes through the use of appropriate Technologies. Right selection and utilization of technologies helps business to develop, execute and enhance the efficiency and effectiveness of the business processes.

In most of the organizations execution of Information Technology is managed as a function within organization. This IT function is responsible for establishing, monitoring and maintaining Information Technology systems and services required to support in achieving business goals. Structure of this IT function varies organization to organization. It can be centralized or decentralized depending upon needs of the organization. In large enterprises, IT function is typically executed by a Chief Information Officer (CIO). However, in smaller organizations, this aspect is reported to an IT Director or Operations Manager.

IT Service Management (ITSM) is the process of aligning enterprise IT services with business and a primary focus on delivery of best services to end user. ITSM deals with how IT resources and business practices together are delivered in such a way that the end-user experience most desired result from accessed IT resource, application, business process or entire solution stack.

ITIL 4 is the recent version of the highly adopted framework in ITSM Domain (ITIL - Information Technology Infrastructure Library). As per ITIL4, objective of IT function is to co-create value by providing appropriate Products and Services to business. ITIL4 has described 4 dimensions in IT Service Management. These dimensions describe the organization's resources, and how they interact with each other and with the external environment to meet its objectives. These dimensions are applicable to overall IT Service Management domain and so applicable to IT function of each organization. The four dimensions of service management are Organizations and people, Information and technology, Partners and suppliers, Value streams and processes.

I) Organization & People – This includes the organizational structure, policies and Human resources required to develop, run and enhance IT service Management across organization.

II) Information & Technology – This dimension includes the information created, managed and used in the course of service provision and consumption, and the technologies that support and enable that service.

III) Partners & Suppliers – Every organization and every service depend to some extent on services provided by other organizations. The partners and suppliers dimension encompasses an organization’s relationships with other organizations that are involved in the design, development, deployment, delivery, support and/or continual improvement of services.

IV) Value Streams & Processes – Value streams and processes define the activities, workflows, controls and procedures needed to achieve agreed objectives.

With highly competitive market in today’s world, most of the businesses are going through Digital Transformation (DT). Digital Transformation is transformation of business by revamping business strategy or digital strategy, models, operations, products, marketing approach, objectives etc., by adopting digital technologies. This accelerates sales and growth of the business from end to end. This places unprecedented demands on IT function. At high level, these demands can be classified in three categories.

a) Sustenance – Optimum utilization of increasingly sophisticated technologies to automate and execute the critical business processes.

b) Performance – Enhanced efficiency and effectiveness in delivering required IT services.

c) Continual Improvement and Agility - Continual business alignment to forecast changing needs of business and proactive approach to enable business for usage of cutting-edge technologies to get competitive advantage.

The following table indicated how these 4 dimensions of service management can help IT function to cater these unprecedented demands arising due to Digital Transformation

Author Info 

Dr. Sajid Shaikh

ITIL Strategic Leader, ITIL Managing Professional, SIAM Professional

Dr. Sajid Shaikh is a senior IT professional with 20+ years of experience, having vast exposure to ITSM Process Consulting (ITIL / SCRUM -KANBAN), ITSM Tool implementation, Delivering IT solution for products and services, analysing performance, fine tuning process and adept in Continual Service Improvement. He has worked on designing, implementing and executing different Service delivery models (includes Service Desk, Technical Support teams) and has good exposure of working with multi geography international clients on various Consulting, Implementation and Delivery projects.