KOAN-ITs Manage to Value - Service Improvement Methodology is based on the premise that everything that is done within IT has a corresponding organizational impact that either adds to, or detracts from, the efficiency and/or effectiveness of the organization and the value it delivers to its stakeholders. The definition of value varies between organizations and can change over time - in some cases, value is defined quite specifically in monetary terms such as lower costs or higher revenues, while in others, the quality of the service and the management of risk are important aspects of value and the pendulum can swing between these aspects. Value also tends to be interpreted on an individual basis either for convenience, or personal preference and this has lead to many instances where IT is unable to satisfy the expectations of its customers.

To exploit the full potential of IT within an organization it is absolutely critical to ensure that IT understands what is valuable to the organization and how that value changes over time. Equally critical, is the ability of IT to define where it is in relation to supporting that value and then plan and implement process and technology improvements that allow IT to deliver services that are aligned with what is valuable for its customers. Given that the perception of value is subject to change and personal interpretation it is also important for IT to communicate the value that it is delivering through effective measurement and reporting and take steps to improve when the required level of service is not being met.

KOAN-ITs Manage to Value Service Improvement Methodology and supporting off-the-shelf tools and frameworks allow our customers to take a structured approach to service improvement. The Manage to Value approach is based on an examination of the above aspects of value, through a series of steps that are repeated over time. Such repetition is needed as any proactive form of service improvement must be based on a continuous review as to what works and what does not. It also supports KOAN-ITs belief that any form of IT service improvement is more of a journey than an absolute destination. That journey will necessarily involve a series of changes and improvements timed with an organizations ability to adapt and consume improvements.

Please click on the associated links below to drill down to see the important aspects of each of the steps in the model, as well as KOAN-ITs supporting tools and frameworks. These tools and frameworks allow us to jump start customers to deliver more efficient and effective processes, improved measurement and reporting and integrated business service management technology, resulting in demonstrable business value for their organizations.

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