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Evolution of Global Service Management provision using the Service Information Database


Title:

Evolution of Global Service Management provision using the Service Information Database

Author:

Gillian Hughes and Sharon Hutchison

Organisation:

Standard Life

Category:

Service Management

Summary:

This case study paper seeks to examine the approach taken to evolve Standard Life's IT Service Management framework from subjective estimation to factual, objective reporting and a position of maturity and credibility with our business colleagues. The paper will also provide a walkthrough of how the Database is used to manage an incident end to end to exemplify its tangible benefits.
The benefits of this approach are outlined which include improved relationships with business stakeholders, a greater understanding of the implications of service impact and a vastly improved ability to demonstrate accurately a real and meaningful service picture. All of this, made all the more remarkable by the fact there was no significant capital investment in the project 

 

 

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