Four steps to service delivery

To get a grip on managing service delivery in an internal service company (ISCo), begin by defining IT'S current services. Then, map processes to the services and ensure continuous process improvement. You can make service delivery operational by following these four steps:

1. Define services you'll offer. Few traditional ISCos understand the difference between a service and its fulfillment elements. A value-driven service portfolio takes a client's perspective-it describes why IT exists, rather than what it does. Services give benefits or advantages; the service portfolio describes those advantages and drives processes. Processes determine capabilities and activities, which in turn, drive tools and skills. Internal clients care only about services and...