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 |
| |
| |
| |
| |
| |
| |
| |
| |
| |
| |
| |
IT Support Services Comments