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市場調查報告書

服務革新:「第三方平台」轉換IT部門為真正的服務業務

Service Innovation: The 3rd Platform Transforms IT into a True Service Business

出版商 IDC 商品編碼 321021
出版日期 內容資訊 英文 15 Pages
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服務革新:「第三方平台」轉換IT部門為真正的服務業務 Service Innovation: The 3rd Platform Transforms IT into a True Service Business
出版日期: 2014年12月08日 內容資訊: 英文 15 Pages
簡介

隨著「第三方平台」的登場,各企業的CIO,在各種局面時──自家公司內的服務更新,「第三方平台」現有服務的一體化,「第三方平台」為基礎的完全新服務的引進──,重新認識自家公司內部的IT組織和外部市場已成為競爭狀態。為了在服務的籌劃和創新、生命週期管理時保持一定的水準,IT組織被迫必須刷新自己的管理體制,專心致力於服務管理組織的任務。到那個時候,新的bSMA(業務導向服務管理架構)是必須的。

本報告提供使用bSMA(業務導向服務管理架構),如何再調整各企業的IT部門的管理方法問題相關分析,重新定義附加價值服務提供機關的地位──IT服務和「第三方平台」服務的經紀商、整合者的存在──,及企業整體的費用結構的最佳化的問題,IT部門本身和CIO、CFO應該如何對應的調查評估。

IDC的見解

調查概要

IT執行的調查計劃檢討事項

概況

  • 為何「第三方平台」在IT組織,促使服務創新策略的建立、實踐
  • bSMA(業務導向服務管理架構)讓IT轉換、革新為「思考服務」
  • 「第三方平台」促進服務革新
  • bSMA組成架構的建立
  • IT計劃流程
    • IT策略計劃
    • 企業結構
    • IT投資的組合
    • IT預算
    • PMO(專案管理部門)的計劃
  • IT成本的調整、管理流程
    • 資產管理
    • 在服務單位的資本成本管理
    • 資源成本管理
    • IT運用情形
  • IT服務、目錄管理
    • IT服務的組合
    • 服務目錄
    • 應用的組合
    • 技術服務的組合
  • 客戶的成本消費情形和價值創造
    • 回報(Showback)
    • 計費(Chargeback)
  • IT服務為基礎的費用模式
  • 企業內部的IT服務的附加價值仲介的CIO

未來展望

IDC的建議

  • 短期性的建議:今後12個月以內
  • 中期性的建議:今後12∼24個月
  • 長期性的建議:今後24個月以後

參考資料

  • 相關調查
  • 摘要

表格一覽

  • IT執行的調查計劃檢討事項
  • 業務導向的服務管理架構的主要結構要素

圖的一覽

  • bSMA(業務導向服務管理架構)相關IT管理方式的再調整
  • bSMA實現的服務、生命週期管理
  • 下一代型的服務目錄
  • 透過IT服務組合,重新評估費用的對客戶的成本分配
  • 消費為基礎的回報模式
  • 在bSMA高層級的主要結構要素
目錄
Product Code: 252758

This IDC study examines how IT can realign management practices around a business-oriented service management architecture (bSMA). It reviews how IT can reposition itself as a value-added service provider that becomes the broker and integrator of IT and 3rd Platform services and provides transparency and strategic alignment of the "all inclusive" view of IT across the entire organization. This IDC study complements Service Management: 3rd Platform Services Driving CIOs to Innovative Service Management Strategies , which details how the 3rd Platform is driving CIOs to adopt and prioritize a business-oriented service management architecture.

This study is the second and concluding study in a pair of documents that utilizes a unified bSMA to enable CIOs, CFOs, IT planners and strategists, IT service management, and financial management professionals to maximize the business and financial impact of service innovation.

"With the introduction of the 3rd Platform, CIOs will recognize that IT needs to compete with the outside market by either upgrading internal services, integrating the 3rd Platform into existing services, or creating entirely new digital services through 3rd Platform capabilities," says Bob Multhaup, adjunct research advisor with IDC's Research Network. "To achieve this level of business planning, service innovation, and service life-cycle management, IT will need to upgrade its management practices to become a fully focused and competent service management organization, which will require a new business-oriented service management architecture."

Table of Contents

IDC Opinion

In This Study

IT Executive Program Research Agenda

Situation Overview

  • Why the 3rd Platform Is Driving IT to Service Innovation Strategies
  • The bSMA Challenges IT to "Think Services" and Innovate
  • 3rd Platform Drives Service Innovation
  • Building the bSMA Framework
  • IT Planning Processes
    • IT Strategic Plan
    • Enterprise Architecture
    • IT Investment Portfolio
    • IT Budgeting
    • PMO Planning
  • IT Cost Alignment and Management Processes
    • Asset Management
    • Financial Cost Tracking by Services
    • Resource Cost Tracking
    • IT Operating Statement
  • IT Service and Catalog Management
    • IT Service Portfolio
    • Service Catalog
    • Application Portfolio
    • Technical Service Portfolio
  • Customer Cost Consumption and Value Creation
    • Showback
    • Chargeback
  • IT Service-Based Cost Model
  • CIO as the Value-Added Broker of IT Services Across the Enterprise

Future Outlook

Essential Guidance

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

Learn More

  • Related Research
  • Synopsis

List of Tables

  • Table: IT Executive Program Research Agenda Themes
  • Table: Main Components of a Business-Oriented Service Management Architecture

List of Figures

  • Figure: Realignment of IT Management Instruments Around the Business-Oriented Service Management Architecture
  • Figure: Service Life-Cycle Management Enabled by the bSMA
  • Figure: Next-Generation Service Catalog
  • Figure: Alignment of Costs to the Customer Through the IT Service Portfolio to Show Back
  • Figure: A Consumption-Based Showback Model
  • Figure: Business-Oriented Service Management Architecture High-Level Key Components
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