The Dutch Experience - part 8 in the series on SMMs - read part 1, part 2, part 3, part 4, part 5, part 6, and part 7
SMMs can be used for various goals, including:
- improving the organizational capability to deliver services
- improving the quality of delivered services
- proving alignment to external standards
- cost cutting
- preparing for outsourcing
- preparing for tool replacement projects
- in mergers of organizations or business units.
Improving the organizational capability to deliver services
A capable service organization requires an efficient and effective structure. An SMM provides the basics for any service organization, delivering the structures for the organization (people), the processes, and the technology used. When the organization learns to use these structures, and embed them in an integrated systematic approach, it will improve its capability to deliver services. This can be measured in terms of maturity levels. E.g., in the perspective of a 5-step maturity model, introducing a formal SMM can enhance maturity from level 2 to level 4 within one year.
Improving the quality of delivered services
Organizations that are in control of their service organization can undeniably deliver better services. An SMM improves the maturity level of the service organization, and its effectiveness and efficiency. Not only can services be delivered at higher quality levels, but they can also be aligned better to the customer’s requirements.
Proving alignment to external standards
An SMM is a structured method for improving the quality of the service organization and its services. Quality service management can be tested against global standards. E.g., in IT, the ISO20000 and the ISO27001 standards are often used. Achieving an ISO20000 or ISO27001 certificate (or any other standard) requires a management system. An SMM provides this. Investing in ‘filling requirements according to ISOxxxxx’ is a traditional pitfall that leads to high cost and little lasting result. Creating a lasting management system and a management culture provides:
- a trusted path towards certification
- the ability to achieve any other goal.
This makes a far better business case than traditional approaches towards certification. Having a structured management system in place would also underpin any other set of requirements, whether these are external, local, legal, or any other. As an example, COBIT requirements can be achieved in a similar way, using the SMM project to get in control of information management.
Cost cutting
An SMM enhances the efficiency of the organization, because it is more in control of its service delivery, in terms of people (resources), processes, and technology, and moreover the integration of all three components. Introducing an SMM will reduce technology cost and the cost of failure, but a normal result of an SMM deployment is also the reduction of resources required for the same performance, or an improved performance using the same resources. It is fair to say that most SMM deployments have been used for the latter goal – but if an organization chooses to maintain its performance and reduce its staff, an SMM will serve that purpose.
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