1. Create regulated proximity towards your business departments
Business departments tend to define their desired IT solutions themselves. Yet, within the relationship between the IT department and the business departments, Renders stresses that both parties should stick to their expertise. It should be the IT department that pro-actively defines the correct IT solutions to current and future business problems.
To be able to do so, he argues that being responsible for IT has got more to do with business than with IT. “I spend 80% of my time among my business colleagues”, says Renders, “since I think it is most important that I understand their job and the hick-ups in their daily processes, not the other way around.”
This means that if one outsources IT service management, it is most important to organize a similar, close connection. “One cannot expect a service provider to provide outstanding service management if they are not able to get as familiar with the essentials of your business departments’ daily processes (and challenges) as you do.” says Renders.
Den Engelsman agrees, “from a service provider’s perspective you owe it to your customers to know what they are doing and why they are doing it. This can only be accomplished if both parties invest time and effort in sharing knowledge and creating awareness.”
But allowing a direct connection will make most IT managers fear blind follow up of IT requests by dirty & quick fixes resulting in the creation of an IT infrastructural monster, know both Renders and Den Engelsman.
To take away this fear, the solution can be found by only mandating business up to a certain level. All fixes that exceed this level will be discussed and evaluated more extensively. This way, you can create increased proximity and speed up the process while monitoring thoroughness.