Though program management organization dominates the IT landscape, there are some compelling reasons why a service management organization may be preferential. A service management organization puts a functional emphasis on a business designed to create an actionable flow of activities on a daily basis. This includes management, maintenance, escalation, governance, and all other service issues.
A service management organization is more agile than a program management organization, especially in scenarios in which an IT department must adapt and respond quickly to new issues.
An Emphasis on Fulfilling End-user Needs
End-users simply want service; they want to get the results they need to continue their work effectively. Service management organizations put a premium on reacting to and escalating the user's IT needs in a responsive and easily categorized way, creating a system of accountability and responsibility that acts quickly.
Problem management, incident management, and asset management can all be filtered through a centralized, shared service solution. This creates a more positive relationship between service providers and end users, as both are working toward the same goal: achieving the user's needs. Service management offices also provide expertise, specialization, and service assurance through their service-oriented goals.
The Core Failings of Program Management
Program management focuses on requirements rather than addressing the user's needs; thus, a program management organization cannot be as efficient or agile. Some programs may have an abundance of resources, while other programs have a lack of them. Communications between separate programs may be minimal or even nonexistent, making resource-sharing impossible.
Alternatively, service management focuses on processes, incident management, and service delivery, and can thus operate independent of these requirements. While a program management organization is still useful to provide an overall structure to programs and individual projects, service management organizations can provide services at all levels of the organization and can thus be more responsive and more effective. Resource-pooling also enables a company to acquire more valuable resources.
The Need for Service Management Organization
Service management organization focuses on streamlining and improving processes on a day-to-day level, improving the flow of the company's operations and addressing the needs of the end-user. Not only are end-users satisfied, but a streamlined set of processes means additional time for engineers to explore new ways to improve the user and customer experience, rather than just monitoring the network and responding to issues.
Service management organization can be used throughout an entire project life cycle to ensure transparency and responsiveness and is of particular usefulness in organizations with a multitude of projects in different levels of operation. Service management organization empowers those on all levels to address pain points in an effective and directed fashion by providing a central resource-sharing service delivery model.
Service management organization works extremely well in areas where a certain part or core component of an IT solution is outsourced, as it ensures the outsourced models can be more effectively integrated with in-house services.
In almost all situations, service management is more effective than program management organizations simply because they allow companies to pool their resources and respond quickly to their end-user needs.
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