When it comes down to it, the same things as ever as important, with even more of a focus on cutting cost and reducing risk. In South Africa we’re lucky that the sub-prime mortgage mistakes were not made by our banks, and the credit crunch has not so far affected consumers and businesses directly. But global companies are facing hard times, global markets are affecting local suppliers – especially suppliers to the car industry, and global aversion to risk affects – rightly or wrongly – “developing” markets.
Here are some things I suggest will be the greatest focus for companies in 2009:
- Change and configuration management – although not configuration management on its own. I’m passionate about configuration management, and will write more on this in the future – but no one should do configuration management for its own sake.
- Organisations will have to be more responsive to change if business prospects become less certain. Change quality must be high to minimise business risk – indeed, to preserve confidence in the IT service provider.
- And by change management I don’t just mean change control for the operational infrastructure, I mean lifecycle change management all the way from business requirements analysis, which I touched on here.
- Service Desk, Request Management and Incident Management – let’s ensure that users’ productivity is maximised.
- Automation has always been a hot issue, but now more than ever it’s vital to ensure that companies know what they are automating – yes, I mean process, but also data flows – and that results can be achieved quickly.
- It hasn’t come to the forefront yet, but Capacity Management could become very important if infrastructure budgets are cut but business volumes need to be maintained. Let’s hope that business volumes are maintained.
- Vendor management and service level management have their place, but I see little appetite for concentrated focus on these areas.
But most of all, something which still seems to be difficult, at least in South Africa: continual improvement of ITSM capability, that is, being responsive to ITSM needs; and getting business value quickly in short controllable iterations not long risky projects. I think this should be achieved by … but that would be a subject for another post!
Don’t agree with my views? Let me know in the comments.