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Developing a Mature IT Process

by: Ronald Escanlar

Thursday, January 12, 2012 |

Business processes are often streamlined to thorough efficiency through strategic decisions meant to leverage existing resources and processes. However, these strategies, bound by time-proven frameworks, are limited in scope and effect by the amount of discipline and loyalty to process among stakeholders - from the encoder to the Chief Information Officer (CIO).

How to achieve a high level of discipline in adhering to IT processes

A high level of discipline in adhering to IT processes directly translates to improved efficiency in routine IT processes and faster resolution of IT-related challenges. How does a company achieve that level of discipline? Chris Pfauser, Principal Consultant at Compass, shares with sourcing advisor TPI.net the following tips:

Clear-cut roles and goals. Enable the IT staff to have well-defined roles and responsibilities within the process flow. With a clear set of functions among employees and managers, identification and resolution of issues become faster. This also gives the added advantage of viewing challenges from the perspective of the whole organization, and not just within the isolated context of the IT department.

Process ownership. Accountability emanates from ownership, and when a process is clearly owned by someone, the blame game is stopped. Process ownership can also serve as motivation for results-driven leadership, since accountability is clearly illustrated when it comes to efficiency and improvement initiatives.

Resolution time versus response time. Gone are the days when record-keeping only meant activity tracking. Records are now being analyzed to see what areas of a process need improvement. A quick resolution time is now considered better at improving processes compared to a quick response time.

Catalogued services. With processes outlined and resolution times drawn up to real scenarios, a catalogue of services can be created. Documenting these services is an important task towards realizing an efficiency-driven strategy in managing IT services.

Costing tools. The impact of costing decisions can be immediately derived from a costing sheet. The costing sheet, based on the service catalogue, improves decision-making at all levels, since rising costs affect operational efficiency.

A mature IT process demands a high level of discipline among its stakeholders in adhering to the process. Such a process enables a company to stay competitive and efficient in the global market.

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