Assignment 3 - IT Service Management Case Study Throughout the globe, a large majority of businesses have had tremendous effects due to IT developments. The fast growth of IT has introduced extremely powerful hardware, softwares of high versatility, with fast networks that connect a number of organizations to each other worldwide, these organizations have managed to develop information as well as dependent service largely as well as bring them to the market more quickly. Such developments mark transition of industrial age into the information age where everything is fast, dynamic and connected (Bon, 2007). The development of IT service management is due to a number of reasons.
Firstly, the traditional hierarchical organizations have had difficulties in responding to the rapidly changing market, which has led to current organizational trends to become flatter and more flexible. This process has witnessed an effective shift from vertical silos to horizontal processes thus decision-making powers are increasingly bestowed on employees. IT services and their quality largely depend upon good relationships with customers of the concerned IT organization and users within a customers’ domain. Such relationships provide a basis for making and updating agreements.
Thus, business relationship Management in regard to organizations, refer to addressing and maintenance of perfect relationships with customers, and coordinating with customer organizations, at the strategic, tactical and operational levels. Good business relationship management is based on understanding customers and their business drivers. In business relationship Management, challenges in existence are ensuring that good and effective relationships between an IT organization and the customer organization at all levels. For instance, most service Desks act on an operational level, while the control of service levels is a task for service Level Management, at a more tactical level of the organization.
Business Relationship Management may also play a supportive role, for example, by organizing surveys among customers and users, providing information, and so forth. Business Relationship Management is essential in the development of strategic alignment involved between an organization that is purchasing IT services and the IT organization. Practically, this involves retaining connections with customer organizations, and exploring options that link strategic objectives of these organizations (Bon, 2007). Through this basis, there is the creation of long-term relationship, in which the IT organization focuses on the customer and proposes IT solutions that help customers achieve their business goals and objectives.
If the nature of both the customer organization and IT organization is dynamic, it should be ensured that there is co-ordination in both organizations. As we all know, communication is the most important and essential element in any type of organization. Thus, if people affiliated to the organization are not aware of the processes or use wrong instructions or tools, the output may not be as anticipated.
Organizations depend on people hence consider them as assets. This means that people are required to perform certain activities or come up with decisions due to their attractive and habitual methods of interacting. Suppose an organization applies highly detailed instructions for all its activities, it is end up being bureaucratic. On the other hand, an organization that has no rules put in place is most likely considered to be in chaos. With this it is likely that whatever balances an organization tries to find, will largely benefit from the process of communication of people within an organization.