3.1 Service Management benefits

It is important to consider the benefits for the organisation of having a clear definition of the Service Management function. Some of the benefits that could be cited include:

• improved quality of service - more reliable business support
• IT Service Continuity procedures more focused, more confidence in the ability to follow them when required
• clearer view of current IT capability
• better information on current services (and possibly on where Changes would bring most benefits)
• greater flexibility for the business through improved understanding of IT support
• more motivated staff; improved job satisfaction through better understanding of capability and better management of expectations
• enhanced Customer satisfaction as service providers know and deliver what is expected of them
• increased flexibility and adaptability is likely to exist within the services
• system-led benefits, e.g. improvements in security, accuracy, speed, availability as required for the required level of service
• improved cycle time for Changes and greater success rate.

The importance and level of these will vary between organisations. An issue comes in defining these benefits for any organisation in a way that will be measurable later on. Following ITIL guidance can help to quantify some of these elements.