The post addresses a common problem - defining exactly what I.T. does for the business. Mr. Lo uses ITIL (ITSM) as a basis for the post but marketing and sales executives would both recognize and readily understand the approach.
- Catagorize the Service (end user, technical, business),
- Describe the service,
- Define the service including value and warranty.
This is a good basic overview of a process that is critical to I.T. success. Get the basics (I.T. 101) - Infrastructure and application set stabilized. Then define what you offer to the business.
There is a lot to the process of defining services and that process will take several months if done properly. But the reward is defined services that your internal customer will better understand and that I.T. can build on in defining services levels, reimbursements/charge backs, improvements and upgrades plus be the basis for governance discussions.
No comments:
Post a Comment