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Aligning Business & IT Objectives to Achieve a More Service Focused Organization

January 15, 2016 • Uncategorized

Common Business Objectives

Common IT Objectives

Become more Efficient

  • Control and Reduce and Operating Costs
  • Increase the output of “value-added” work
  • Improve the ability to achieve service level commitments
  • Improve the ability to provide cost-effective services for the customer
  • “Do more with less”
Improve IT’s ability to deliver IT projects on-schedule
Improve IT’s ability to deliver IT projects within budget
Increase the amount of “value-added” work that is completed by IT
Improve IT’s ability to measure and manage the delivery of IT Services

Become more Effective

  • Increase responsiveness to Customer Issues
  • Reduce reoccurring Customer Issues
  • Prevent Customer Issues from happening
  • Improve the organization’s ability to identify and mitigate risks associated with Service Interruptions
  • Improve quality of services delivered
Increase IT’s ability to quickly respond to Production Incidents
Increase IT’s ability to quickly resolve Production Incidents
Increase IT’s ability to identify reoccurring Production Incidents
Increase IT’s ability to determine the root-causes of reoccurring Production Incidents
Reduce the occurrence of Production Incidents
Prevent the occurrence of Production Incidents
Increase IT’s ability to manage IT Service Delivery Risk.

Improve the business’ ability to become a “Learning” Organization

  • Improve the organization’s ability to share knowledge
  • Improve the organization’s ability to institutionalize knowledge
  • Increase personnel skills that are necessary to deliver services that meet business objectives
Promote and utilize certification of key IT positions (Project Manager, Service Managers, Technical Managers)
Improve mentoring and coaching within IT
Implement or improve internal training programs
Establish formal program for institutionalizing critical knowledge

Increase the business’ ability to become a “Service Focused” Organization

  • Increase the organization’s ability communicate clearly with the customer
  • Increase the organization’s ability to deliver and manage services that provide value to the customer
  • Increase the organization’s ability to deliver and manage services that help the business achieve its objectives
  • Increase the organization’s ability to quickly provide new or improved services to the customer and the business.
Increase IT’s customers satisfaction scores
Increase the number of customer requests for IT services
Improve IT’s ability to understand the services that are provided by the business
Increase IT’s alignment with the services that are provided by the business

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4 Responses to Aligning Business & IT Objectives to Achieve a More Service Focused Organization

  1. Good post.

    Let me just add: Implementing IT management practices to determine how the IT infrastructure fares across an organization is crucial. An IT management software helps organizations assess the viability of their IT operations and orient their budget and resources towards truly worthy investments.

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