Simple in concept, Service Management is rooted in a highly evolved, proven set of best practices known as ITIL. It can be daunting for IT managers to analyse their own situation according to these principles. Managers wishing to shorten time to market often prefer to take external advice. The Meta Group specialises in using this methodology and offers a packaged service, Value ITSM Assessment (VITA), to analyse and benchmark clients' installations. VITA focuses on practical actions to rapidly enhance the IT value chain, and managers can even carry out a preliminary assessment themselves. (Download Value ITSM Assessment (VITA) details here.)
     One of the leading ITSM solution providers is Hewlett-Packard, which has championed ITIL since 1997 and with its partners carried out a large number of Service Management implementations for clients. A common factor in many of these is HP OpenView, a set of management tools that underpin stable service delivery and provide a framework for measuring and improving IT service quality.
     But the greater part of the investment in Service Management is in processes and people rather than technology. To help clients achieve quicker results, HP has packaged OpenView tools with process design and education. The new service, known as ITSM Express Pack for Consolidated Service Desk, dramatically shortens project implementations and the larger the project, the greater the time savings. (Download Express Pack here.)

As all managers know, human relations are the hardest part of change management. Often, too little creativity is applied to the business of persuading staff to work in a different way. To help enterprises educate their people, HP has developed a highly original, one-day training course for IT professionals themed on Formula One motor racing. HP High Performance ITSM Simulation (download here) shows how the Service Management approach enhances individuals' work as well as helping attain corporate goals.
     By standardising and automating business controls, Service Management provides a foundation for enterprises to manage risk and reduce cost in the IT department. But its scope goes far beyond this. All major organisations, commercial, public-sector and non-profit, face growing regulation and must build compliance processes into their corporate strategy. The challenge for the future is to turn statutory duty into a competitive advantage. Organisations with a proven high standard of corporate governance enjoy a better reputation and are more attractive to investors. By systematically enforcing best-practice governance, Service Management helps IT departments deliver significant business value.
     What does it take to join the Service Management movement? Most managers will probably want to take advice first. And to qualify their adviser, they want to be able to ask the right questions. Download the Vendor Selection Sheet here to know what questions managers should ask first.