IT organizations embrace order. With standards like CMMI to help, software development performance has skyrocketed. But, as Bob Anderson notes in his two part series, not much has been done to help with “the quality and performance of IT support services.”
Citing a Gartner study from 2006, Anderson points out that application development consumes only 20 percent of the IT budget in most organizations, whereas IT support services consume most of the IT budget. This leads Anderson to posit that an individual service management methodology should be developed independent of the development methodology.
In the second post, Anderson discusses the importance of demonstrating value to business customers—in particular, delivering support services that meet or exceed the needs of the business “at a cost that represents value.” This can be done by developing Service Level Agreements which identify the responsibilities of the IT organization and performance expectations of the business customer.
Read part one here:
Read part two here: