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市場調查報告書

服務管理:「第三方平台」服務促使CIO完成創新的服務管理策略

Service Management: 3rd Platform Services Driving CIOs to Innovative Service Management Strategies

出版商 IDC 商品編碼 320639
出版日期 內容資訊 英文 11 Pages
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服務管理:「第三方平台」服務促使CIO完成創新的服務管理策略 Service Management: 3rd Platform Services Driving CIOs to Innovative Service Management Strategies
出版日期: 2014年12月02日 內容資訊: 英文 11 Pages
簡介

現在許多企業的IT部門中,要使策略性計劃和財務資料、預算、服務管理、企業結構、PMO等互相鏈接變得非常困難。下一代型的服務組合,成為上述諸功能聯結時的中繼站,一體化各式的IT管理功能,在服務生命週期整體策略方面、戰術方面、經營方面的管理、運用所不可缺少的事項。

本報告提供隨著「第三方平台」登場,各公司的CIO(資訊長)如何有效引進、積極利用bSMA(商務導向服務管理架構)──結合企業內部的IT組織,實現連續競爭性的服務創造和提供高品質服務的方式──的相關考察,為此必要的諸階段──現有的服務、組合的重新定義,IT組織的商務導向化,IT用BOM(物料清單)更明確的定義,「第三方平台」引進的雲端、行動通訊、社群網路等和IT服務的結合等──相關資訊彙整。

IDC的見解

調查概要

概況

  • 為何現在是bSMA(商務導向服務管理架構)?
  • 對IT部門來說為何難以定義自家的產品與服務?
  • 為何服務生命週期必須一齊動?
  • 透過服務生命週期管理實現服務創新
  • IT商務導向服務的重新定義
  • BOM(物料清單)內建入下一代型IT服務組合
  • 新的服務、革新的BOM

未來展望

IDC的建議

  • 短期的預測:今後12個月以內
  • 中期的預測:今後12∼24個月
  • 長期的預測:今後24個月之後

參考資料

  • 相關調查
  • 摘要

圖的一覽

  • 無法聯合的IT管理功能的狀態
  • 與IT管理功能連結的商務導向的服務
  • 服務、生命週期管理
  • 一般IT用BOM(物料清單)
  • 包含技術性服務、「第三方平台」服務的BOM的例子之一
  • 活用了「第三方平台」,未來的IT用BOM
目錄
Product Code: 252682

This IDC study explains how the 3rd Platform is driving CIOs to adopt and prioritize a business-oriented service management architecture (bSMA) that will unite the IT organization around driving continuous and competitive service innovation and high-quality service delivery. Step 1 of the bSMA requires a major overhaul of the service portfolio and catalog by redefining and focusing the IT organization around the business-oriented services that are consumed by the IT customers, along with the clear and more sophisticated definition of the IT bill of materials (BOM) that underpins the business-oriented services experienced by the customer. It is the introduction of new 3rd Platform opportunities into the service BOM that will enable a high degree of service innovation and service delivery by connecting the cloud, mobile, big data, and social networks into the service offerings.

"The bSMA will promote service innovation by enabling business-focused service life-cycle management practices to drive IT. In many IT organizations, the integration of strategic plans, financial data, budgets, service management, enterprise architecture, and the PMO are extremely difficult to link together," says Bob Multhaup, adjunct research analyst at IDC's Research Network. "The next-generation service portfolio becomes the hub to integrate the myriad of IT management instruments that are needed to manage the strategic, tactical, and operational stages of the entire service life cycle."

Table of Contents

IDC Opinion

In This Study

Situation Overview

  • Why a New bSMA Now?
  • Why Is It so Hard for IT to Define Its Products and Services?
  • Why Service Life Cycle Must Be Pulled Together
  • Enabling Service Innovation Through Service Life-Cycle Management
  • Redefining IT Business-Oriented Services
  • Building the BOM into the Next-Generation IT Service Portfolio
  • A New Service Innovation Bill of Materials

Future Outlook

Essential Guidance

  • Short Term: Next 12 Months
  • Near Term: 12-24 Months
  • Long Term: After 24 Months

Learn More

  • Related Research
  • Synopsis

List of Figures

  • Figure: Myriad of Disconnected IT Management Instruments
  • Figure: Business-Oriented Services Connecting IT Management Instruments
  • Figure: Service Life-Cycle Management
  • Figure: Generic IT Bill of Materials
  • Figure: Sample Bill of Materials Including Technical Services and 3rd Platform Services
  • Figure: Future IT Bill of Materials Exploiting 3rd Platform
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