"Service management implementations need tighter integration with a client's other IT systems and management tools to fully deliver business and other returns on investment," said Avocent LANDesk vice president, professional services, Graham Ridgway, speaking during a regional itSMF [IT Service Management Forum] forum, held recently in Kuala Lumpur.
"Priorities have changed during the downturn, with shorter planning horizons within a long term view," said Ridgway. "In essence, this is the first downturn where the mantra of doing 'more with less' has been forced into becoming a reality for organisations the world over."
He said that his keynote address to the members gathered for the regional itSMF would focus on the specifics of how correctly-implemented service management solutions would help providers thrive. "Companies would be able to convince their customers that 'you know them well'.'
The IT Service Management Forum (itSMF) is an independent and internationally-recognised forum for IT Service Management professionals worldwide.
"The essence of service management is about orchestrating a way of thinking," said Ridgway. "It's about the tight integration of business, processes, and IT alignment."
He cited a customer case study in Malaysia. "A classic example is our work with Sin Chew Daily, which went through an integration of asset, identity and directory management to allow their journalists to file their stories."
The implementation of the tight service management solution at Sin Chew resulted in a reduction from 16 to 14 hours in their shifts, which delivered time and cost savings to the business.
"The quest of doing more with less is here to stay," said Ridgway. "The bar has been raised and less people do more work, while not sacrificing quality remains as the main challenge for companies."