“You work in IBM? So what do you work there?” – normally this is the spot where the normal IBMer gets into real difficulties to explain what he does (or does not). Most of the work we do in our company is very complex and difficult to explain. As I work in IT Service Management, I know what this means. Because it is so difficult to explain my job, I’ll try to summarize some facts about IT Service Management here.
Since 100 years IBM is selling business machines and technology to thousands of companies worldwide. As I always hear it from non-IBMers and outsiders, this means that IBM is a company that develops Hardware, Software and technology. Right, but there’s more to it: isn’t it true, that once you have developed new technology, you may want to sell it to customers to make profit? And isn’t it true, that you have to deliver technology to keep the business alive?
This is the spot where Service Management comes into play. Modern 21st century companies do not want to buy technological artifacts, they want technology that delivers a return on investment, technology that improves their processes and makes their business smarter. IBM is not about selling microchips to companies: IBM is about selling services to customers to make their business smarter. Service Management is our core business. So what is Service Management?
Basically Service Management isn’t rocket science: it is mere tracking of people, technologies and resources. In my job, this means lots of spreadsheets, .xls-files, reports and so on. And of course there is technology that needs to be installed, updated, maintained etc. So how could you best describe my job?
Well: I’m sorting resources, people and technologies to make businesses smarter. Nice slogan, isn’t it? So next time, when someone asks you about your job, feel free to use it – and watch people’s reaction. I wonder what they would say…