Bridging Service Management and IT Governance
Published:
May 25 2009, 09:42 AM
by
Pradeep Bhanot
In a recent article in Computerworld, Arno Kapteyn asked the question: IT governance and IT service management: Are they the same? Arno comes to the conclusion that they are quite different.
My recent experience with Service Management and IT Governance has led me to the same conclusion, but I do see them as very complimentary disciplines.
There is one area that is driving some convergence between them, namely Service Portfolio Management (SPM), which has a focus of enabling informed decision making, similar to IT Governance, but with the goal of facilitating communication between IT and the business.
Service Management is concerned with service execution and support excellence, but provides essential insights to the SPM decision making process. These include metrics around service performance against including availability, incident levels, service level violations and usage.
CA enables SPM through its service management solutions and CA Clarity PPM, which tracks service cost, business value, business strategy alignment, ROI and Risk.
We went for a ride on the London eye this weekend, where I snapped the this image of a impressive statue on the south bank of the River Thames. To me, it illustrates the strength of ITG and the supporting nature of service management, yet they are separate.
By: Pradeep Bhanot
Pradeep Bhanot markets CA Clarity PPM in Europe. Prior to CA, Pradeep worked at BT, the UK Department of Energy, ECGD, Watson Wyatt, Oracle, and Serena Software. He is ITIL v3 Foundation certified, a PMI member and holds a Computer Science Degree from Greenwich University.
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