ILLUMINATION Book Chapters
Digital Intelligence — Chapter 19
IT Service Management, Technical Governance, And Compliance
Chapter 1, Chapter 2, Chapter 3, Chapter 4, Chapter 5, Chapter 6a, Chapter 6b, Chapter 7a, Chapter 7b, Chapter 8, Chapter 9, Chapter 10, Chapter 11, Chapter 12, Chapter 13, Chapter 14, Chapter 15, Chapter 16, Chapter 17, Chapter 18, Chapter 19, Chapter 20, Chapter 21
In this chapter, I introduce IT service management, technical governance, and compliance. My goal is to show the relationships among these crucial disciplines and critical considerations for technology and business executives responsible for the success of digital ventures.
Digital ventures require a broad spectrum of Information Technology (IT) service management tools, processes, and people.
IT service management as a discipline covers an extensive array of technology, process, and tools.
IT service management includes processes and functions such as change management, problem management, incident management, service level management, capacity management, availability management, business continuity management, and security management.
From a global standards perspective, one of the best representations of the IT Service model is implemented using the popular ITIL (Information Technology Infrastructure Library).
ITIL is not a specific technology. It describes processes and procedures in the form of checklists and tasks. Many technology strategists and executives such as CIOs and CTOs use ITIL to understand the baseline IT services in their business organizations. They also use them for governance and compliance purposes.
Digital ventures embrace ITIL because it makes IT service management, governance, and compliance easily manageable and effective for them. They encourage technology to support people to certify in ITIL.
In addition to ITIL, there is another globally accepted framework. It is called COBIT (Control Objectives for Information and related Technology).
COBIT as a common framework for technical governance in the industry helps organizations gain optimal value from their IT investments. The use of COBIT maintains a balance between gaining benefits and optimizing risk levels.
Many digital ventures use ITIL and COBIT to address governance and compliance issues. While ITIL is focused on technology infrastructure, COBIT focuses on the business and financial side of technology.
Technology leaders usually perform the role of technical governance head in sizeable digital ventures. They can have formal roles and responsibilities. These leaders can run the architecture review boards and design authority forums established for complex digital transformation initiatives.
These forums include many professionals like enterprise, business, infrastructure, application, and integration architects. They also include technical specialists, consultants, project managers, change managers, problem managers, and business analysts.
All these professionals contribute to governance hence the compliance of ventures.
IT service management is an ongoing process. It never ends as long as the ventures have products, services, and consumers.
Related to service management, another critical IT domain is system management. System management includes processes such as monitoring, alerting, configuration, and event management. All these technical and support management activities are covered under the umbrella term of IT Service Management.
These processes are managed using many technology tools offered by commercial vendors and open source solutions. Many digital ventures use a combination of commercial and open-source tools as they offer different value propositions.
The critical point is that these services and systems management tools need to be architected, integrated, designed, and implemented coherently. If these initial phases are compromised support of systems, services, and consumers can be very difficult for digital ventures.
Understanding the dynamics of these processes and tools within the context of digital transformation and modernization initiatives is vital for the success of ventures in the market.
Technical governance is an essential requirement for digital ventures. Everything in the venture must be governed. It requires leadership from both technical and business leaders and substantial support from architects, specialists, consultants, business analysts, and project managers.
These digital transformation initiatives require a particular governance model due to their nature. The governance model must be dynamic and flexible.
With improved governance, digital ventures can achieve legal, financial, and governmental compliance requirements.
IT service, system management, technical governance, and compliance are tightly coupled. The more effective the governance, the better the IT service delivery can be. Better IT service and system management can yield a more effective governance outcome.
Thank you for reading my perspectives.
Other chapters
Chapter 1, Chapter 2, Chapter 3, Chapter 4, Chapter 5, Chapter 6a, Chapter 6b, Chapter 7a, Chapter 7b, Chapter 8, Chapter 9, Chapter 10, Chapter 11, Chapter 12, Chapter 13, Chapter 14, Chapter 15, Chapter 16, Chapter 17, Chapter 18, Chapter 19, Chapter 20, Chapter 21
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Index of ILLUMINATION Book Chapters
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