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World Class IT Service Delivery by Peter Wheatcroft

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COMPARING SERVICE MANAGEMENT AND OPERATIONS MANAGEMENT

We have already explored a number of factors that differentiate an operations department from the higher-order service delivery competencies. Apart from the three primary characteristics – process control, supply chain and user competency – highlighted above, one of the main enabling mechanisms for establishing management primacy over service delivery is the ability to reverse the typical IS workflow cascade. The norm since computer systems were first developed was that the business decided what it wanted to do and then the systems development function was given a mandate to develop an application to deliver it. There is nothing wrong with this sequence of events – except that most often ...

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