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The new IT Service Organisation – what does it need to look like?

Even before COVID-19 reared its head, the need for major IT change and transformation had been coming and was on the cards for most businesses. Digital transformation, Agile working, minimum viable product, continuous integration, and DevOps were, and still are important words in shaping the future of IT services in organisations all over the world.

What has changed from the pre-Covid world to the world we now live in, is that change and transformation, and the words above are no longer just an aspiration and something to talk about, they now need to be put into action for organisations to stay competitive and profitable. A new approach to IT Service Management and end to end IT eco-system management is needed, and an emphasis on value creation rather than simply managing and delivering IT.

Here are three of the key factors to consider when shaping your new approach –

Service Management

Service Management, in mature businesses, has never been and will never be only about embedding ITIL processes; there is much more to it than that. ITIL is an all-encompassing set of processes and generic practices that guide organisations on how to align IT services with business goals and remains the `go to` standard for Service Management. Unfortunately, several businesses have tried to embed `vanilla` ITIL into their environment and not gained the results they were looking for. However, the positive news is that organisations now have a window of opportunity to build on this and create much more effective Service Management approaches. ITIL/ITSM provides a solid foundation, and should now be complemented by Agile working, DevOps, and other approaches.

Organisations that will see success and positive return on investment from adopting Service Management good practice, will be organisations that replace hierarchy with a flexible operating model and adaptable approach. Processes, although still in place, will guide peoples’ work towards achieving the right outcomes, not dictate it. This also means that the traditional skills and job specifications will be called into question, and new strings needed in peoples’ bows.

ITSM software often is not cheap, traditionally has not been used to anywhere near its fullest extent by many organisations. Harnessing the power of automation and the capabilities of software will be a key differentiator and increasingly the difference between success and failure. Most organisations can no longer afford to have people carrying out basic 1st line tasks, such as password resets, and need to focus being on automating low value, basic tasks, freeing people up to focus on productive, value adding things.


“I work in service, they work in projects”………………..because departments have been set up in silo’s, with little communication and collaboration between teams, a large number of IT departments are no longer fit for purpose. For businesses to now survive, a culture of communication, honesty, and integration between people and teams is now crucial. With processes and governance now having to be softened, but still just as effective, in enabling greater speed and flexibility, the way that people interact, work together, and communicate with the customer is under the spotlight, and the `us and them` culture has to go.


Supplier management, and multi-supplier orchestration, will be at the top of the list for many IT leaders. With externally sourced services now crucial to an end-to-end IT eco-system working effectively, governing, incentivising, and measuring supplier performance to deliver the right outcomes in a cohesive manner is important. The days of `green, amber, and red`, and measurements that do not tell you anything of value should be long gone, and if not, the days should be numbered. Shared outcomes and value creation should drive your supplier engagement model and strategy.

The world of tomorrow is now here today, and we hope that this short article gives you some positive food for thought, and the things to be focusing on. For further guidance, and to discuss the other key factors for change and improvement, please get in touch.

If you would like to discuss how iCore can help you then contact us on +44 (0) 203 8211252 or email us at info@icore-ltd.com