Asia’s leading information delivery platform, today announced that Junji Obuchi, Senior Specialist, System & Technology Division at KVH has won first place globally with his white paper, “5 Steps to Achieve Successful Service Management: Service Management Implementation Approach – the Drucker Way” in the IT Service Management Forum (itSMF) International White Paper Submission Competition 2012. The competition is sponsored by itSMF, a non-profit organization, and aims to promote the operation management standards for information systems, ITIL® (IT Infrastructure Library). The award demonstrates a high appreciation from the global IT Service Management community for the white paper’s unique standpoint on ITIL® as an IT Service Management framework, and the KVH use case as a highly practical service management example.
The full white paper can be downloaded in English and Japanese via the following links:
English: http://kvh.co.jp/#!contents/about/collateral
Japanese: http://kvh.co.jp/#!contents/about/collateral_JP
The “itSMF International White Paper Submission Competition” is a global competition to recognize white papers that summarize IT service management best practices. Entries were invited from all itSMF offices, representing 54 countries in total. Each office was asked to submit up to three entries that represent their best papers. For 2012, an itSMF Japan entry by Obuchi of KVH won first place in the competition.
The management method discussed in the white paper starts by introducing the similarities between the ITIL® service management approach and the management approach of Peter F. Drucker. It then explores the possibility of integrating these two approaches to introduce service management at KVH. This approach was highly acclaimed because the end goal for KVH’s service management was to implement service management as a part of the corporate governance, by regarding “management” in service management not merely as a framework for “administration” but as a fundamental principle for issues, problems and decision making dealt with by “top management,” and by actually practicing the concept. Obuchi, who has been engaged in the service management implementation project as the project leader, concisely summarized details of the five steps approach, as well as the benefits and challenges experienced throughout the implementation process.
ITIL®(Information Technology Infrastructure Library)is a framework that includes a collection of best practices in IT Service Management. It was created and documented by a UK Government department in the late 1980s, and has consolidated an extensive range of knowledge and know-how on IT operations. The benefits of deploying the ITIL® methods and processes in an organization include:
- Improved customer satisfaction through a more professional approach to service delivery
- Improved service availability, directly leading to increased business profits and revenue
- Financial savings from minimized errors that demand time, resources, and resource management to fix
- Improved time to market for new products and services
- Streamlined decision making and optimized risk management
ITIL® has been widely adopted by organizations worldwide to build IT infrastructure.